The CMI Group Bolsters Compliance and Improves Efficiency with Speech Analytics

The CMI Group, Inc, a leader in the receivables management industry for over 28 years, announced today that they have implemented CallMiner Eureka, the leading speech analytics solution for accounts receivables management, to ensure continued compliance and reduced regulatory risk.

Serving a number of industries through a variety of debt collection and call center services, CMI (and its subsidiaries, Credit Management, LP and A to Z Call Center Services, Inc) has been at the forefront of regulatory change and continues to lead by example in strengthening its compliance program.

“I am extremely pleased with the addition of CallMiner to our collection technology tool chest,” said CMI CEO Tom Stockton. “This industry-leading tool will provide us with the cutting edge technology we need to ensure our commitment to a best-in-class compliance strategy and improve the quality and production of our front line collectors so we can continue offering top performance to our clients.”

With the help of CallMiner Eureka, CMI will be able to track every collections call for Mini Miranda language, Right Party Contact language, and FDCPA violations, in addition to highlighting best practices. By monitoring and scoring 100% of phone calls, CMI can ensure compliance with all regulatory requirements while also improving agent performance and call center operations.

“CMI understands the importance of staying compliant in an increasingly complex regulatory environment,” said Terry Leahy, Chief Executive Officer at CallMiner. “Their team also understands the importance of using the latest technologies in order to achieve those compliance goals in both the medical and telecommunications space. All of us at CallMiner are very excited to work with CMI.”

The CMI Group uniquely solves the debt recovery challenges facing companies today by offering a variety of accounts receivable services. We help the Cable, Medical, Municipal, Utility and Telecom industries by providing call center solutions with custom-tailored 1st and 3rd party initiatives as well as debt purchase programs. This full-service approach allows us to maximize our client’s return on investment, while helping streamline their operating efficiency and maintaining the highest customer service and compliance standards. http://www.thecmigroup.com

CallMiner is the leading cloud-based customer interaction analytics solution for extracting business intelligence and improving agent performance across all contact channels. Through automatic analysis of 100% of your customer conversations, either in aggregate after contact completion or in real-time while the conversation is still in progress, CallMiner delivers actionable insights to contact center staff, business analysts, and executives resulting in improved sales, operational efficiency, customer experience, and regulatory compliance. http://www.callminer.com