CallMiner Case Study

We are a passionate group of people defined by our energy, effort, and dedication to each other and our clients.

Near Shore Staffing with TaaS Solution

High-Caliber, Cost-Effective Staffing for the Win.

CallMiner leverages Artificial Intelligence (AI) and Machine Learning (ML) to analyze every customer interaction, across all channels, and automatically uncover actionable intelligence, which drives contact center performance improvement by gathering key business intelligence.

They were outsourcing for the first time and needed a nearshore partner offering the right location, people, and capabilities to meet a challenging project goal.

No matter the challenge, we aspire to
create digital experiences that resonate
deeply with the people using them.

The Strategy

CallMiner had seven months to deliver a critical product launch and needed to significantly grow their development team by 15 people within 3 months. Unable to hire this quickly, they set out to find a partner that could staff their needs.

Over the next six months, CallMiner investigated 75 companies in 18 countries, eventually narrowing down the list to four finalists: Indonesia, Rumania, Argentina, and Costa Rica. In the end, they chose Costa Rica for the following reasons:

  • The talent pool
  • Time zone alignment
  • Government/exchange stability

In addition, since CallMiner has several patents and copyrights, the fact that Costa Rica is part of The Central America Free Trade Agreement (CAFTA) gave them confidence that their intellectual property would be protected.

After selecting Costa Rica, CallMiner contacted four major companies, including EXSquared. After visiting locations and meeting with each management team, we won the bid because of our convenient downtown location, highly experienced and professional staff, and modern facilities.

Proven Results

Once engaged, the launch went smoothly. After seven months, our Costa Rica team was hitting the same development velocity targets as their U.S. counterparts - who had been with the company for 10 years.

Conclusion

EX Squared met CallMiner’s developer demands with efficiency and professionalism. As you can see, our TaaS (TeamAsAService) of near-shore, full-stack, highly-trained developers are a tremendous asset for clients that want to augment or lower the cost of their onshore development resources by utilizing our near-shore staffing capabilities.

Cost-effective solution for demanding staffing needs. demands with efficiency and professionalism

Learn about how we’ve delivered:

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Let’s Work
Together

Every project is unique and different – there’s no magic bullet that solves all problems. It takes a conversation to understand the intricacies of your business and what digital experiences can nail your objectives.

Let’s schedule a consultation to discuss your dreams – there’s no cost to talk – only great potential to grow from the discussion.