Case Study: Nautilus achieves immediate contact center efficiency and improved customer experience with CallMiner speech analytics

Achieving Immediate Wins in Contact Center Efficiency and Customer Experience

Nautilus, a global fitness products company headquartered in Vancouver, Washington, faced challenges improving contact center efficiency, trend identification and compliance while obtaining organizational buy‑in for a new analytics tool. To address these goals, Nautilus deployed CallMiner’s speech analytics solution to analyze 100% of customer calls and drive data‑led changes across processes and agent behavior.

Using CallMiner, Nautilus quickly identified a verification bottleneck and moved verification timing within six weeks, cutting talk time by 82 seconds per call within three weeks and averaging ~100 seconds saved per call year‑over‑year; service levels improved (196% more calls answered within 20 seconds) and abandon rates fell 36% vs. January 2012. CallMiner also enabled rapid root‑cause analysis (days instead of weeks/months), uncovered IVR misrouting that led to a 7% reduction in transfer language after agent up‑leveling, and allowed 100% call monitoring for faster, more effective compliance and coaching.

Nautilus