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Speech Analytics for Small &
Medium Sized Contact Centers

Affordable Speech Analytics

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CallMiner recognizes that small contact centers have the same needs as large contact centers when it comes to performance management, but have less resources to act on those needs.  As a result, we have tailored Eureka Essentials specifically to smaller contact centers. Best of all, Eureka Essentials subscriptions are priced appropriately to fit within your budget.

Fully Featured Cloud Based Contact Center Solution

Eureka Essentials is delivered as a cloud based hosted call center solution, which means no burden on your limited IT resources.  Every Eureka Essentials package includes myEureka performance portals, which deliver performance feedback directly to your managers, supervisors, and agents, without requiring manual analysis or intervention – no need to staff dedicated analyst teams.  Automated call scoring provides direct and continuous feedback where it’s need most – directly to your agents. Transform your performance management with the following key benefits:

    • Automated call scoring
    • Objective and consistent scoring on every call
    • Fast and efficient performance feedback
    • Actionable performance feedback

Essentials for Customer Service

Speech Analytics for Call Center Agent Quality Monitoring and Customer Service

Eureka Essentials for Customer Service provides a speech analytics solution that is pre-configured specifically for scoring calls to identify relative call center agent performance and professionalism and packaged to meet the needs of small and medium-sized operations.

All of the speed, ease of use, and repository features of the enterprise Eureka speech analytics solution are included with a feature set scaled for providing excellent customer service by analyzing agent ownership, empathy, and politeness.

Benefits of Speech Analytics for Customer Service Monitoring

  • Improve the performance of your call center agents by providing direct and timely feedback.
  • Score 100% of interactions to identify performance that represents the most favorable customer experience.
  • Learn key facts that are uniquely illuminated in customer interactions including product and service performance.
  • Quickly identify events that represent action opportunities to increase retention or sales.
  • Train and on-board new call center agents fast and with less supervisory costs.

Essentials for Collections

Eureka Essentials for Collections provides a speech analytics solution that is pre-configured specifically for outbound calling in the collections and accounts receivables management industry and packaged to meet the needs of small and medium-sized operations.

All of the speed, ease of use, and repository features of the enterprise Eureka speech analytics solution are included with a feature set scaled for collections calls requirements.

Benefits of Speech Analytics for Call Center Compliance

  • Dramatically change the payment and settlement rates from your collectors.
  • See selling performance by any collector, supervisor, location or any category.
  • Train and on-board collectors fast and with less supervisory costs.
  • Reduce compliance risk associated with FDCPA and Consumer Financial Protection Bureau (CFPB) in the US, and the Consumer Credit Act (CCA) in the UK.
  • See compliance performance by collector, group, location, or any category.
  • Quickly identify noncompliant interactions with collectors.
  • Reduce operating costs and improve agent efficiency ratios.

Essentials for Sales

Speech Analytics for Sales Effectiveness

Eureka Essentials for Sales Effectiveness provides a speech analytics solution that is pre-configured specifically for scoring calls for common sales best practices and packaged to meet the needs of small and medium-sized operations.

All of the speed, ease of use, and repository features of the enterprise Eureka solution are included with a feature set scaled for improving agent sales performance by analyzing sales ownership, upsell/cross sell effectiveness, touting benefits, and objection handling.

Benefits of Speech Analytics for Sales Agent Performance

  • Provide measures and metrics that align operations to a team, department, or the executive suite’s  key performance objectives.
  • Understand and improve sales agent performance areas by providing direct and timely feedback.
  • Score 100% of interactions to identify performance that represents the best sales practices.
  • Learn key facts that are uniquely illuminated in customer interactions including product and service performance.
  • Quickly identify events that represent action opportunities to increase retention or sales.
  • Train and on-board new agents fast and with less supervisory costs.