- August 23, 2013
FORT MYERS —Goldman Sachs has invested $75 million in CallMiner, a Fort Myers technology firm that provides Artificial Intelligence-fueled speech and customer interaction analytics.
The funds from the giant New York-based investment bank, according to a statement, will be used to accelerate the company’s go-to-market strategy and expand Eureka, its analytics platform. Eureka helps call center employees analyze customer speech in real time, track their performance and guide them to perform more efficiently.
CallMiner, which has more than 100 employees in Fort Myers, also plans to use the funds to continue finding new business applications, channel partner integration and development and international expansion, the release adds.
“Customer intelligence is critical for organizations to compete effectively in today’s environment of rapid change and digital advancement. Success requires understanding what your customers and contact center agents say, mean and how they feel – and leveraging that insight to fundamentally change the way you operate and perform,” CallMiner President and CEO Paul Bernard says in the statement. “We are revolutionizing the way brands and people interact and conduct business – and it all starts with AI-driven customer insights and intelligence. The investment from Goldman Sachs – a preeminent technology investor – is a significant milestone and we are thrilled to have them as a partner on this journey.”
CallMiner has more than 400 customers, including some of the world’s largest brands, financial institutions, communications companies and business process outsourcers, the release states. Its software and intelligence services analyzes over 2 trillion words annually across all forms of customer interactions including calls, chats, emails, surveys and texts.
“The convergence of customer interaction analytics and customer experience creates a significant market opportunity,” says Holger Staude with Goldman Sachs Growth in the release. Staude will join CallMiner’s board of directors, per terms of the investment. “Backed by a strong management team, CallMiner is well positioned to transform the way organizations operate. We look forward to partnering with their team and supporting their continued growth and success.”