We are excited to announce two new additions to our Eureka platform: Visualize and Capture. Visualize, powered by leading business intelligence platform Tableau®, brings your speech analytics data story to life through actionable, easily digestible insights displayed in a user-friendly dashboard. Capture acquires high-fidelity audio in real-time providing a foundation for faster, secure, and more accurate insight and intelligence from contact center interactions. Both of these new products enable better contact center operational efficiency, compliance, agent performance, and over all customer experience.
Visualize Enriches Speech Analytics Insight with Graphical Impact
With Eureka Visualize, powered by Tableau, users can explore, discover and visually express your Voice of the Customer data story across your organization to drive customer experience, enhanced service quality, sales and compliance. A drag-and-drop dashboard configuration with a palette of charts and graphs makes Visualize easily customizable or as the option for users to choose from a variety of pre-build reports. An agile interface makes Visualize easy to manage, interact with and present data at scale to:
- Discover – Quickly “see” where speech analytics data offers insight and opportunity for action.
- Compare – Before and after or A/B comparisons make it easy to evaluate alternatives and drive results with root cause evidence.
- Articulate – Craft your narrative with graphics for attention; annotate for emphasis and easily share for greater awareness and education across an organization.
Visualize presents a dashboard within Eureka Analyze for graphically interacting with and presenting insights from voice and text-based customer interactions. Metadata associated with each interaction is easily accommodated for contextual value derived from within and beyond conversations. A selection of pre-built reports is available with user flexibility to customize a wide range of parameters for data selection and comparison and chart and graph options.
“CallMiner’s enterprise-ready ability to capture intent, effort and emotion from every contact center voice interaction combined with Tableau’s visual analytics will empower organizations with creative insight that spans organizational boundaries,” said Patrick Evans, senior director, Global Embedded Analytics at Tableau. “We’re thrilled to see CallMiner take advantage of Tableau’s open, flexible platform with the creation of this new offering that will help customers unlock more insights from their data.”
Eureka Visualize users will enhance their ability to communicate with graphical engagement that informs and drives change at all levels of an organization.
Capture Real-time Audio Acquisition for Speech Analytics
Now with Eureka Capture, featuring dual-channel audio, contact centers can rely on accurate transcription from both the customer and the agent to enable speech analytics use cases that consider the Voice of the Customer (VoC) and the Voice of the Employee (VoE). Hi-fidelity contact center audio accurately drives in-the-moment customer experience alerts and supports more effective agent performance measurement. With Capture, audio is never written to disk and is available instantaneously for immediate presentation, analytics, and real-time alerting or guidance, regardless of call volume to offer maximum scalability options.
“The Voice of the Customer, freely expressed every day in contact center conversations, is the heart of the customer experience journey. With the increasing number of companies that now compete on customer experience, it’s essential that they can capture that voice in the fastest, most accurate, and secure way,” said Adam Walton, Chief Operating Officer at CallMiner. “That’s where Eureka Capture comes into play, by securely routing real-time, high fidelity contact center audio to the Eureka platform, fueling the AI-driven insight needed to make customer and employee-facing decisions.”
With its ability to harness data without storage, consumers benefit from optimized security in compliance with Payment Card Industry (PCI) Data Security Standards. Also, with real-time redaction complemented by TLS 1.2 encryption for audio and metadata protection, sensitive data is immediately eliminated for multi-channel security.
Eureka Capture simplifies integration with call center infrastructures. Those with existing systems in place do not need to worry about redesign or replacements as it harmoniously co-exists with legacy call recording. Combined with its adaptability to a range of telephony environments through IP and Session Initiation Protocol Recording (SIPREC) support, the solution features self-configurable, premise-based installation capabilities for comprehensive, universal application across the industry.
Learn more about Visualize and Capture, ask your CallMiner representative for a demo, or contact us today!