MainTrax has earned a reputation as an independent, unbiased resource for consulting expertise.
What We Do:
MainTrax is a leading provider of speech analytics professional services to organizations that use speech software to improve business results. Since 2007, our business analysts at MainTrax have built more than 300 simple and complex business issue applications that generate timely, actionable high-value business intelligence.
Whether it’s reducing costs, improving sales, or impacting other issues, we help you get the most out of your business.
Who We Help:
Whether you’re a new user of speech analytics or you’re looking to get more out of your current speech software, we have the experience and knowledge to help companies like yours in a wide range of verticals. MainTrax can help develop strategy, improve your search results, and achieve targeted outcomes quickly.
We also provide managed services to continually improve agent effectiveness, process and performance issues, and customer experience initiatives.
Who We Are:
Scott Bakken and David Patchen, co-founders of MainTrax, are respected independent voices in the speech analytics industry. Between them, they offer 50 years of business acumen developed in successful entrepreneurial careers rooted in direct marketing and response tracking.
Bakken and Patchen were once honored as Ernst & Young Entrepreneur of the Year finalists.
MainTrax has been a reliable and trusted partner of Genesys (and formerly Interactive Intelligence) for many years. Their determination to deliver value and their knowledge of our product have led to more than 50 successful speech analytics deployments.
“By increasing the close rate by 5% using these strategies, the client estimated a financial impact of $2 million.”
“Scott and his team have shared a myriad of things we have applied to our product offering and to our strategy.”
“MainTrax is truly one of the best service vendors we have.”
“We’ve been able to reduce legal fees by an estimated 15-20%.”
“MainTrax provided us with a two-day workshop that was loaded with speech analytics best practices. Their 12 years in the speech business certainly showed.”
“MainTrax has both great speech analytics expertise and the key business acumen to ensure the success of speech deployments.”
“MainTrax’s ‘at risk’ scores were a stronger indicator of customer behavior than our own propensity models.”
By bringing down the refund rate of agents who routinely used phrases which lead to refund requests (from 6.5% to the company average of 2.6%), MainTrax’s client will recover $1.89 million in what would have been refunds in one year.