What are omnichannel contact center solutions?
It's important for contact centers to meet customers where they are and on their preferred channels. Read this blog to learn more about omnichannel co...
The Team at CallMiner
October 30, 2018
At last week’s LISTEN customer conference, we announced how Eureka Alert combines AI-driven automated transcription, redaction, and alerting to provide real-time direction to contact center agents and supervisors to drive specific outcomes within a call as it is occurring, or alerting management of critical risk or customer experience issues.
“Real-time alerting is a crucial tool for improving or even saving customer interactions, preventing customer attrition, driving sales, or mitigating serious legal and security risk,” said Bruce McMahon, Senior Director of Product Strategy at CallMiner. “CallMiner Alert provides critical information and reminders as the conversation is taking place rather than days or weeks later in a monthly review with the agent.”
Eureka Alert leverages the core Eureka data processing engine that was enhanced earlier this year to support 10X the capacity of the previous platform, significantly improving the scale of real-time capabilities by allowing users to monitor hundreds of thousands of agents concurrently. Alert is an API-based module designed to easily integrate into existing agent desktops, CRM platforms, or other live monitoring applications for seamless alerting through a familiar interface. In addition, supervisors using Eureka Coach can monitor real-time alerts via the Coach interface.
Alert uses high quality, speaker-separated audio captured at the source produce real-time streaming transcriptions that substantially increase alerting speed.
Alert monitors the full stream of transcription and uses contextual memory to consider the overall progression of a call based on any user-defined trigger events, allowing for more sophisticated alerting and reduction of false positives that plague other real-time speech analytics solutions.
Example: Alerts based on specific phrases or mentions
Example: Alerts based on building dissatisfaction
Alert is also fully integrated into the Eureka Analyze platform to provide faster post-contact analysis with AI-fueled categorization and scoring of transcribed audio.
For a data security conscious world, Alert is built to automatically redact all audio for PCI compliance by targeting credit card numbers and other sensitive data for removal from the audio and transcription text prior to calls being recorded.
As an API-based module, data and notifications from Alert can be integrated not only into agent and supervisor tools, but also into tools across the wider business such as BI and CRM systems. Access to these customer insights can inform a range of business programs such as sales, marketing, compliance, and customer experience with real-time understanding of the voice of the customer. This allows businesses to pivot or amplify their strategies based on quicker access to customer intel.
For more information about CallMiner Eureka engagement analytics and Alert, visit callminer.com/products/alert.
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