CallMiner Eureka Logo

Core platform & application for
speech analytics

Speech Analytics
for the Customer Engagement Center

Eureka is the leading solution to improve contact center and enterprise performance through speech analytics. It immediately reveals insights from automated analysis of communications between you and your customers across multiple channels – including calls, chat, email, texts, social media, surveys and more.

Delivered as a cloud-based or on premise contact center monitoring solution, Eureka customer engagement analytics is transforming call center performance management with the following key capabilities:

  • Captures metadata from any source (call recorders, chat systems) and across multiple contact center sites and locations.
  • Converts customer interactions (calls, chats, emails, surveys, social) into a format for analysis.
  • Automatically evaluates every contact for sentiment/acoustics, categorization, and performance scoring.
  • Allows for free form search to find and playback contacts containing certain words and phrases or sharing other characteristics in a familiar web search user experience.
  • Allows for evaluation and comparison of performance and key metrics using data visualization.
  • Determines Root cause through auto topic analysis and automatically identifying outliers.
  • NEWAllows viewing and measuring key performance indicators across the entire omni-channel customer journey through intuitive visualization.
  • NEWProvides powerful Application Programming Interface (API) with Software Development Kit (SDK) to enable easy extract of interaction analytics data and greater speed in developing customer workflows.
  • NEWEnables manual tagging, commenting and score adjustments to supply quality monitoring and agent coaching workflows.

Insights Engine

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Performance insight from speech analytics is delivered through the Eureka analyst application, which provides flexible ad-hoc analysis of your customer interactions. The powerful search and discovery features allow analysts to find and play back contact interactions containing certain words and phrases or other characteristics. Eureka also helps determine root causes through topic analysis and automatic outlier identification.

The new and improved Eureka speech analytics insights engine offers the most accurate speech recognition in the industry with capability to deliver up to 80-90% word recognition accuracy, and improved performance for low fidelity call recordings. It also offers support for over 20 languages and dialects, and other advanced speech recognition capabilities.

CallMiner Eureka Search Results

Experience these feature and many more that could mark the
difference between your present and future use of analytics.

Express Mining

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For customers with time-sensitive analytical needs, CallMiner offers high speed post-call processing as an additional service. Eureka Express Mining enables phone calls to be mined and analyzed in record time, often mere minutes after a contact has been completed.

With proven results, Eureka Express Mining can return complex categorization and scoring results faster than any other speech analytics system on the market today.

As speed to intelligence rapidly becomes a more critical use case, Express Mining can benefit companies across a wide range of scenarios:

LEAD
QUALIFICATION
APPOINTMENT
SETTING
LEGAL
THREATS

Follow up with “hot” sales leads as quickly as possible – crucial to closing new business and generating additional revenue.

Ensure that all requirements of a good appointment are being correctly captured. If critical information is missed or overlooked, prevent unnecessary truck rolls with timely customer follow ups.

Reduce liability exposure by taking immediate action on any legal threats. De-escalate situations that might otherwise spiral out of control.

LEAD
QUALIFICATION

Follow up with “hot” sales leads as quickly as possible – crucial to closing new business and generating additional revenue.

APPOINTMENT
SETTING

Ensure that all requirements of a good appointment are being correctly captured. If critical information is missed or overlooked, prevent unnecessary truck rolls with timely customer follow ups.

LEGAL
THREATS

Reduce liability exposure by taking immediate action on any legal threats. De-escalate situations that might otherwise spiral out of control.

CallMiner Interceptor Logo

CallMiner Interceptor offers an alternative approach to capturing calls if you do not currently have call recording, your recordings are unavailable (for example if captured by an outsourcer), or if you are looking for improved analytical accuracy. CallMiner Interceptor is a session recorder, capturing voice data packets either within the telecommunications network or your enterprise network.

CallMiner Inceptor Call Session Recorder

The recordings are significantly higher quality audio, not suffering from high and multiple levels of compression experienced in traditional premise based recorders. Interceptor captures calls speaker separated such that the agent side of the conversation and customer side of the conversation can be searched, analyzed, and categorized independently when desired for improved analytical results.

Interceptor offered as an optional component to CallMiner Eureka.