Comcast Deploys CallMiner's Virtual Server Room To Drive Customer Satisfaction Initiatives; Cable Giant Set to Mine Data from Every Customer Service Call

Business Wire, March 2, 2006

FORT MYERS, Fla. -- CallMiner, a leading developer of enterprise-class speech analytics software, today announced that Comcast Corporation (NASDAQ:CMCSA)(NASDAQ:CMCSK), the country's largest provider of cable, internet, and IP-enabled phone service, is deploying CallMiner's Virtual Server Room (VSR) distributed processing platform to analyze 100% of recorded calls in their Midwest Call Center. CallMiner's VSR makes possible medium and large speech analytics installations, which were once considered too cost and resource-intensive to deploy.

Comcast's 200-seat Midwest Call Center generates thousands of hours of recorded calls each day. A typical speech analytics solution would take approximately 20 servers to process Comcast's audio in to minable data. CallMiner's VSR, a patent-pending distributed processing software technology, leverages the existing unused computer processing power of Comcast's call center PC's and servers to process all recorded calls for use by CallMiner's Analytics Suite. The result is that Comcast can now analyze 100% of their recorded calls without having to invest in additional purpose deployed servers to process all the call data.

"Previously, we were not able to effectively listen to the majority of our recorded calls, and we knew there was valuable information that we were missing," said Joe Elias, call center technology manager, Midwest division for Comcast. "Every call is an opportunity to learn more about our customers and improve their experience with Comcast. CallMiner's VSR allows us to maximize our investment in call recording equipment and be proactive in our customer service approach by identifying early on how we can improve customer satisfaction. We can then take that information and make changes that will help us to best service our customers throughout the organization."

"CallMiner mines and analyzes 100% of Comcast's calls to provide a rich picture of what's being said in every customer call, not just the small sampling that companies have become used to," said Cliff LaCoursiere, co-founder and senior vice president of business development and marketing for CallMiner. "Most speech analytics implementations only mine a small portion of recorded calls and are unable to realize the full potential and return on investment that comes from analyzing 100% of recorded calls. VSR makes it possible for companies to cost-effectively mine all recorded calls, making applications like customer-churn-reduction viable."

Less than .01% of all agent/customer calls are recorded and less are mined to uncover what customers are saying - simply because it's too costly and IT-resource intensive to do so. Prior to the advent of CallMiner's Virtual Server Room, a high-performance speech analytics application would require separate dedicated servers to process recorded calls into data suitable for mining. The costs and IT staff needed to maintain the infrastructure make mining large corpus of audio resource-prohibitive. In contrast, CallMiner's speech analytics application using VSR would typically only require two servers to perform the same work. VSR works by harnessing the unused processing power of desktops in its network. In a typical call center, agents' computers are often using far less than 2% percent of the computers' processing power. VSR finds the unused computing cycles (when the agents stops typing, pauses to speak with the customer or is simply sitting idle) and harnesses that processing power to turn the agent's speech into minable data. The result is a complete data analysis software solution at a fraction of the cost otherwise required using existing technology. Though VSR is now being exclusively used with CallMiner's speech-analytics, it can also be customized to power other compute-intensive enterprise software applications.

"Contact center speech analytics is capturing the attention of executives because of the contributions these applications can make to contact centers and their enterprises," said Donna Fluss, Principal, DMG Consulting LLC. "We're seeing a great deal of innovation in this market. CallMiner's Virtual Server Room is designed to reduce the hardware requirements for speech analytics implementations."

About CallMiner

CallMiner is a leading developer of solutions that provide near real-time business intelligence from recorded conversations. CallMiner's advanced suite of applications enables managers and executives to conduct ad-hoc queries and analyses of conversations between agents and customers, while providing insight into why customers call, what they are saying and how agents are responding. The CallMiner suite of applications augments and helps fully utilize existing enterprise class monitoring and CRM initiatives. Leading institutional investors include Inflexion Partners, Intersouth Partners, Village Ventures, and In-Q-Tel. For additional information about CallMiner, Inc. visit www.callminer.com, or call 239-689-6463.