Kyle Carter

Kyle Carter is co-founder and VP of Delivery at Zenylitics, LLC. Kyle has over 15 years of experience working in the contact center industry.  His programs at Axcess Financial achieve break-through results in achieving regulatory audits (state and federal), risk mitigation and performance improvement.

After his experience there, Kyle had learned first-hand the value (and challenge) of analyzing interactions en masse. He founded Zenylitics to make the benefits of CallMiner speech analytics to other organizations, while removing the expertise- and capital investment- barriers to entry that sophisticated enterprise speech analytics systems can present.

At Zenylitics, Kyle’s teams have improved sales performance (lower cancellation rate, increase close rates, reduced churn), improved customer experience metrics (CSAT, NPS), and enhanced agent adherence and quality.

Our Story

 

Zenylitics was founded to solve the most significant challenges with quality assurance programs in small-to medium-sized call centers. Through our own experience operating these very same call centers, we saw first- hand how difficult it is to manage QA effectively while also justifying the costs of salaries, technology and other overhead. To survive growing compliance requirements and budgetary concerns, companies like ours either had to limit the scale of “first line of defense” monitoring or invest heavily in technology and people. Neither was a great a choice.

That led us to one simple question: What if there was a company that could provide quality control on every interaction a contact center has with its customers, with a cost structure that can reduce spend? This question is why we exist. We develop solutions using a combination of AI powered speech analytics and professional quality assurance agents to give you “peace of mind” at a price you will love.

 

 

Want to Learn More?

Our Team

 

Our team has decades of contact center experience in customer service, account servicing, and collections operations, as well as compliance, quality assurance, and executive level leadership. We know that a top- notch QA program does more than just “check the box”. The best programs provide risk mitigation through complaint and dispute management, improve customer experience, and provide contact center leaders with invaluable agent coaching and training opportunities and insight into their customers and their needs.

Our passion is driven by the idea that a QA program can be fluid and specific to our clients’ needs. We’ve seen too many instances where QA is looked upon solely as a cost center, not a valued addition to day-to- day operations. Our programs are built by leveraging our experiences in contact center operations and mastery of speech analytics to create packages that
specifically target our client’s needs.

 

 

CallMiner Project Initiatives

Eureka CallMiner success begets new speech analytics use cases. 

Perhaps your success is in compliance. Now you see the opportunity to increase sales effectiveness. Or you now see the potential for increasing customer satisfaction. We can accelerate your ROI by standing new use cases efficiently. 

For 3PL's using CallMiner for their own customers, bringing on new clients doesn't have to be held up by internal resource constraints. We can become your onboarding partner to accelerate growth by scaling your speech analytics backend. Learn how our experienced program management and project team can onboard your new customers in as little as 30 days.

 

Speech Analytics Program Management

What if you have never run a successful speech analytics program before. Having a seasoned advisor or program leader can set you up for success by getting your CallMiner project off on the right foot. Our program leadership has delivered many successful speech analytics projects. Avoid false starts that put your program at risk. Our program leaders work with your staff to ensure your goals are achieved.

You know “what” you want to achieve with speech analytics. Our team will build a program that will show “how” you achieve those goals. Talk to us about helping you drive your CallMiner Eureka speech analytics program to success.

CallMiner Analyst

Are you building a scorecard and your analyst team is stretched too thin to deliver? Is your team having a tough time getting that first critical mass to start delivering value?

We can assist. Our analysts can caputre your requirements and deliver to your specifications as needed. Zenylitics can be that quick hitter that gets you over the hump in your CallMiner speech analytics journey.

Need Help?

CallMiner Project Initiatives

Eureka CallMiner success begets new speech analytics use cases. 

Perhaps your success is in compliance. Now you see the opportunity to increase sales effectiveness. Or you now see the potential for increasing customer satisfaction. We can accelerate your ROI by standing new use cases efficiently. 

For 3PL's using CallMiner for their own customers, bringing on new clients doesn't have to be held up by internal resource constraints. We can become your onboarding partner to accelerate growth by scaling your speech analytics backend. Learn how our experienced program management and project team can onboard your new customers in as little as 30 days.

 

Speech Analytics Program Management

What if you have never run a successful speech analytics program before. Having a seasoned advisor or program leader can set you up for success by getting your CallMiner project off on the right foot. Our program leadership has delivered many successful speech analytics projects. Avoid false starts that put your program at risk. Our program leaders work with your staff to ensure your goals are achieved.

You know “what” you want to achieve with speech analytics. Our team will build a program that will show “how” you achieve those goals. Talk to us about helping you drive your CallMiner Eureka speech analytics program to success.

CallMiner Analyst

Are you building a scorecard and your analyst team is stretched too thin to deliver? Is your team having a tough time getting that first critical mass to start delivering value?

We can assist. Our analysts can caputre your requirements and deliver to your specifications as needed. Zenylitics can be that quick hitter that gets you over the hump in your CallMiner speech analytics journey.

Need Help?

At Zenylitics we are passionate about improving our client’s contact center performance through the application of advanced speech and language analytics.

Recent Posts

  • Coffee, Whiskey Glasses, and Seven Quick Uses of Customer Behavioral Data
  • ISO Rock Star Analyst
  • Unearthing Operational Efficiencies with Speech Analytics Vol. 1

 

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