October 22-25, 2018
October 22-25, 2018
CallMiner Eureka leverages Artificial Intelligence (AI) and Machine Learning (ML) to analyze every customer interaction, across all channels, and automatically uncover actionable intelligence.
All Customer Interactions
CallMiner Eureka Platform
SMS Text Messages
“ With CallMiner Eureka, we have been able to go from a sample size of 10 to 20 to 2-million and really listen to every single call that’s happening in the call center. Now, Sales is using this information to close deals; our outbound team is leveraging the right content points for selling appropriately; and our retention organization is delivering the best experience for the customer.
Former VP Customer Care
& Sales Operations
“ The greatest value we are getting from CallMiner is that we didn’t know what we were missing. CallMiner gives us that pervasive insight to know that what we are doing is working or not working, so that we can make positive changes and always do our best.
Originally built to scale for the largest enterprises and data, CallMiner has expanded its customer experience software product capabilities to include all channels of customer conversations including calls, chat, email, texts, social media, surveys among other mediums and offers solutions for both large enterprises and smaller contact centers.
Elevate the customer experience. Communicate via your customer’s preferred channels.
Power your business with customer insights. Optimize outcomes.
“ "Before we had CallMiner our manual QA program was like being in a cave with a flashlight, now it's like we have a 5,000 watt spotlight!"
Manager of Quality Assurance
We’ve built strong everlasting relationships with companies around the world. We pride ourselves in providing them with the right analytical tools that will produce the expected results. See our case studies for specifics on the positive impact of our products in your organization.
Bluegreen Vacations, located in Indianapolis, IN acquired speech analytics to reduce call volume, identify call reasons, gain call intelligence and increase quality. Since implementing their CallMiner solution, Bluegreen Vacation, a 2013 Speech Tech Implementation Award Winner, has seen their Customer Care Center go from as cost center to a profit center, improved customer satisfaction by 26%, saw agent quality jump 19% and collections increase by 48%. In addition sales of points protection reservation cancellation insurance rose by 16%.
“We see CallMiner Eureka as a valued extension to our coaching team, helping us foster our ‘CustomerOne’ environment by providing data that supports agents positive behaviors. Having all this data makes coaching much easier because there’s little dispute of the facts. Also agents can get out ahead of the process by observing their scores before they speak with their supervisor.”
Quality Analytics Manager at Bluegreen Vacations America
Using contact analytics, Nautilus discovered that their call verification process was causing considerable customer frustration. Nautilus streamlined the process and shortly after the change, the company was saving 82 seconds per call. In addition, the reduced call times resulted in a 196% increase in the number of calls that were answered within 20 seconds and call abandon rates were lowered by 36%.
“Whether we are looking to drive efficiency or increase sales we know that CallMiner can help us make informed decisions and monitor our efforts.”
Senior Manager Customer Support at Nautilus Inc.
State Collection Service, an accounts receivables management firm specializing in medical collections and a 2014 Speech Tech Implementation Award Winner, turned to CallMiner Eureka to analyze 100% of the 40,000 inbound and outbound calls handled by its agents every day. By automating the agent performance feedback process, Eureka helped recoup more than 4,000 employee hours per year.First-call resolution has increased by more than 23%, agent quality assurance scores increased by 14%, and the amount of silence on calls decreased by 12%.
“We’re monitoring calls in a way that we just weren’t able to before for things like compliance, professionalism, and courtesy. We have so much more data now. And it’s not anecdotal, it’s all factual. CallMiner gives us a good picture of the total call and everything that happened on the line.”
Vice President, Operations at State Collections Services, Inc.
DEFENDERS is headquartered in Indianapolis, Indiana and is an industry leader in home services sales. The company is the top dealer of ADT security systems and a leader in HVAC services in select cities around the United States. DEFENDERS has four call centers: three inbound sales centers and one operations center which covers customer service, collections, and field support. The company’s objectives in acquiring CallMiner’s speech analytics was to monitor more calls, identify and benchmark top agent performances, improve sales performance, raise customer satisfaction levels, improve “Voice of the Customer” insights and increase agent quality scores. Since implementing their CallMiner solution, DEFENDERS now analyzes 100% of its calls, created positive agent feedback loop, seen significant and sustained improvement in agent scores, realized an 18% improvement in Net Promoter Score, and a sustained 5% increase in close rates. In addition, analytics has been an excellent source of measurable data for its agent gamification strategy.
“We’ve barely scratched the surface as to what we feel we can ultimately achieve with our speech analytics solution. One of our contact center associates said to me recently that ‘the insights and performance benefits derived from CallMiner analytics was like going from being in a cave with a flashlight to having a 5,000 watt light bulb!”
Manager of Quality Assurance at DEFENDERS
Santander Consumer USA (SCUSA) is a leading automotive finance company with both direct and indirect lending divisions. The company currently has about 7.2 million agent connects per month across all of its contact centers. SCUSA implemented real-time monitoring using the Analyst Pool method where a team of resolution specialists monitor the alerts generated in real-time which allows them to immediately evaluate the situation and take action if necessary. If the call is intercepted, the specialists attempt to de-escalate the customer, then document the actions taken and flag the call for review. With the real-time monitoring program, SCUSA is able to minimize complaints and maintain better relationships with customers, in addition to avoiding callbacks that might have resulted from an unresolved issue.
“Customers will typically calm down once a manager comes on the line, and even though the manager will offer the same solution the agent would have, simply having a manager on the call will de-escalate the situation and allow the call to move forward.”
VP of Quality Assurance/ Speech Analytics at SCUSA
As a leader in speech analytics, you’ll find best practices, tips, and commentary from industry experts.GO
Download any of our white papers featuring the latest product news, technology updates, and best practices.GO
Sign up for an complimentary CallMiner webinar featuring customer case studies and speech analytics best practices.GO
See real life examples of how conversational analytics (text and speech analytics) can be applied to various business objectives.GO
Sign up for an complimentary CallMiner webinar featuring customer case studies and speech analytics best practicesGO
See how Eureka works nowVideo Demo
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Sign up for an in-depth 1-on-1Personalized Demo
Contact us for the full experienceTEST DRIVE
This group demo session will showcase key features of the Eureka platform and how they can drive value for your business.
Learn how Eureka can reduce the time and effort it takes to monitor call quality.
Learn how Eureka can help you reduce silence and improve FCR
An in depth demonstration tailored to your needs
Send us your data, and we'll conduct an Efficiency Audit, and identify other opportunities for improvement and insights!