Fort Myers, Fla. and San Bruno, Calif. – February 25, 2009 – CallMiner, the leader in enterprise speech analytics solutions, today announced that Cord Blood Registry® (CBR®), the global leader in the collection and preservation of newborn stem cells from umbilical cord blood, has completed implementation of CallMiner Eureka!® for all of the company’s call centers.
CallMiner Eureka is the first speech analytics solution that automatically analyzes and reports on the content, context, purpose and outcome of every recorded conversation with a client or prospective client. According to CBR, CallMiner’s speech analytics has been a key component of the company’s continuous improvement process at its call centers.

"Our goal is to ensure that everyone who contacts Cord Blood Registry is extremely satisfied with the experience," said Johnnie Domingue, CBR’s chief operations officer and chief financial officer. "We maintain a 99 percent satisfaction score from the expectant parents who have entrusted us with processing and storing cord blood stem cells of their newborn. As our business has grown, CallMiner Eureka has helped us be more efficient and effective at maintaining our extremely high level of service."

Cord Blood Registry installed CallMiner Eureka in its first call center two years ago. With the recent completion of the final phase of implementation at its newest call center, CBR has the ability to analyze 100 percent of calls and ensure that the company’s Cord Blood Education Specialists comply with all of the company’s quality metrics.

"The intelligence CBR is gaining from the Eureka implementation will continue to give them a competitive edge in the marketplace," said Jeff Gallino, CallMiner’s chief technology officer. "With more immediate, more accurate data about customer interactions, CBR has been able to better anticipate clients’ needs and has set a very high bar for customer service in its industry."

CallMiner Eureka has also been important for CBR’s efforts to ensure strict compliance with HIPAA regulations as well as deliver education about cord blood banking preservation that is consistent with public health policy.

"Procedural compliance, especially in the healthcare industry, is a critical component of customer service," said Yair Avgar, CBR’s chief technology officer. "CallMiner’s solution provides a solid methodology for compliance, which was paramount in our decision to implement the technology."

About CallMiner
CallMiner is the leader in enterprise speech analytics. CallMiner Eureka!® enables organizations to hear and act on the true voice of their customers as captured in contact center conversations. Eureka speech analytics automates the overwhelming process of extracting information from customer calls uncovering consistent and reliable information about customer demands, market trends, how well agents are meeting their service needs and more. This timely business intelligence can be leveraged by enterprises to improve customer service and sales, reduce the cost of service delivery, and identify areas for process improvements. CallMiner's customers realize improved customer retention, higher first call resolution, greater agent and supervisor productivity and lower quality assurance costs. For more information on speech analytics, please contact CallMiner at (239) 689-6463 or visit www.callminer.com.

About Cord Blood Registry
Cord Blood Registry® (CBR®) is the world’s largest stem cell bank, focused on the collection, processing and storage of newborn stem cells from umbilical cord blood and ensuring their viability for medical use. CBR is the most recommended family cord blood bank by obstetricians and was the first family bank accredited by AABB (formerly the American Association of Blood Banks). The company has been profitable and cash flow positive from operations on a cumulative basis since 1999. To date, CBR has processed and stored cord blood units for more than 250,000 newborns from around the world and has released more client cord blood units for specific therapeutic use than any other family cord blood bank. The company's research and development efforts are focused on helping the world’s leading clinical researchers advance regenerative medical therapies using cord blood stem cells as well as enhancing its industry-leading technical innovations for stem cell collection, processing and storage that optimize quality and cell yield. For more information, visit www.CordBlood.com.

CallMiner® and CallMiner Eureka! ® are registered trademarks of CallMiner, Inc.