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As you strive to improve market share, a competitor intelligence platform can help you simplify the complex task of researching competitors’ brands and offerings and determining your own brand’s strengths and weaknesses. Most platforms, however, overlook one very important and invaluable source of competitive data: the conversations that customers have with contact center agents every day. These interactions are frequently filled with unsolicited opinions and comments about your brand and your competitors. Capturing and analyzing this data can reveal deeper insight into the customer mindset as well as competitive threats and opportunities.
CallMiner Eureka is the global leader in conversation intelligence technology, delivering competitive brand intelligence that can help you better understand your customers and evaluate your competitors. By capturing and analyzing 100% of customer conversations across all channels, Eureka delivers the insight to drive competitiveness and enhance brand identity.
Conversation intelligence leverages AI and machine learning to capture, transcribe, and extract deep insights from customer conversations. By automatically categorizing and scoring text and audio-based conversations, conversation intelligence mines these interactions to produce data that can be aggregated, analyzed, and searched for competitive insight.
As part of a competitor intelligence platform, conversation intelligence can analyze customer interactions with extraordinary accuracy. In addition to interpreting the meaning behind a customer’s words, a superior conversation intelligence platform can generate critical insights into the sentiment and emotion that drives customer behavior as well.
Using this technology, your brand and marketing teams can analyze customer conversations for unprecedented competitive and brand insight. Your teams will clearly understand how customers feel about your brand when compared to competitors, and gain insight into the steps you can take to enhance brand sentiment and exploit competitive opportunities.
CallMiner offers the industry’s most comprehensive platform for analyzing omnichannel customer interactions at scale. When deployed as a competitor intelligence platform, CallMiner Eureka can deliver the competitive and brand intelligence required to make better business decisions. Eureka analyzes customer interactions at the deepest level, connecting the dots between insight and actions you can take to gain competitive advantage.
When relying on CallMiner as a competitor intelligence platform, you can count on key capabilities and business intelligence products to mine customer conversations for competitive insight. CallMiner enables your brand teams to:
• Understand conversations, brand sentiment, and competitive insights through root-cause analysis. Discover what matters most to customers on their omnichannel journey by scoring conversations, tagging transcriptions with sentiment and emotion, and gleaning insight to drive differentiation.
• Visualize competitive insights with powerful visual presentations. Share the story of conversation intelligence with an interactive, easy-to-use interface that allows users to drill down into detail and see the big picture to connect the dots between insight and action.
• Improve the outcomes of conversations with real-time guidance and next-best actions for agents, helping to turn around a potentially negative customer experience.
• Enhance agent performance with automated scoring, data-based feedback, and progress monitoring to create a culture of persistent optimization.
• Ensure more accurate analytics by collecting high-fidelity, speaker-separated audio.
• Protect private customer information by automatically identifying and removing sensitive numeric data and personally identifiable information.
• Collect more accurate transcriptions with a full-featured recorder that delivers live monitoring and instantaneous playback.
• Drive robust insight into agent effectiveness with a screen recorder that delivers greater visibility into every aspect of customer interactions.
As a competitor intelligence platform, CallMiner Eureka enables your brand and marketing teams to achieve critical objectives.
• Analyze your brand’s strengths and weaknesses as compared to competitors.
• Understand how your brand is perceived in the mind of customers and consumers.
• Measure and analyze brand perception and competitive threats with greater agility.
• Compare brand awareness, brand attributes, and brand sentiment to competitors by automatically analyzing brand surveys at scale.
• Use AI-powered tools to uncover the associations that make your brand top of mind with customers.
• Establish areas of strength as well as threats to your brand by tracking unsolicited positive and negative mentions of your brand as well as competitors’ brands.
• Analyze what makes customers happy and determine the drivers of attraction.
• Share insights with product, customer, and other teams throughout the organization to improve their decision-making around competitive differentiation.
The CallMiner Eureka platform has been designed with expertise and experienced gleaned from two decades of innovation and billions of hours of spent mining customer conversations for insight. No other platform offers more customizable solutions or deeper understanding of customers.
Our turnkey integrations and automated features enable you to extract the insights that matter most, faster than any other solution on the market. With automated performance scoring, AI-driven topic discovery, and emotion metrics, Eureka can compel action and improvement within and beyond your contact center. It’s no wonder that CallMiner Eureka is trusted by the world’s leading companies in retail, finance, insurance, healthcare, travel, hospitality, and more.
CallMiner’s automated business intelligence technology enables you to:
• Improve faster. CallMiner delivers AI-driven search features, unmatched accuracy, and real-time and post-call analytics that help your teams take action to achieve results faster.
• Understand customers. CallMiner delivers deeper insight into customers’ mindsets by analyzing the details of interactions. CallMiner Eureka accurately autoscores conversations, correlates data across multiple channels, and categorizes it for ease, effectiveness, and emotion.
• Focus on success. To ensure your success, we provide a dedicated support team and access to an active customer community that is an excellent source of knowledge and crowdsourced innovation.
Competitive intelligence is information and analysis that companies use to understand how their brand, products, and services compare to those offered by competitors. Competitive intelligence helps brands understand their strengths and weaknesses and identify areas where stronger messaging, product innovation, and more attractive offers can help to win more business.
A competitor intelligence platform is designed to help companies better understand the competitive landscape by automating and simplifying the task of collecting and analyzing data about competitors.
Traditionally, gathering competitive intelligence has been a time-consuming task, involving manual review of competitors’ websites and social media as well as analysis of customer feedback in surveys. Conversation intelligence technology offers a better and faster alternative. By automatically capturing, transcribing, analyzing, and scoring every interaction with customers across all channels, conversation intelligence delivers deeper insights for any competitor intelligence platform.
We use proprietary systems along with CallMiner AI-driven speech analytics, which is a big part of our business intelligence process. It provides us with actionable insights that improve our relationships with our clients, and provides our clients with insights that improve their relationships with their consumers, increasing lifetime value and revenue.
VP of Contact Solutions, DoublePositive
CallMiner Eureka is the most comprehensive platform for analyzing omnichannel customer interactions at scale. By capturing and analyzing 100% of conversations across all channels, CallMiner’s customer feedback management software produces meaningful intelligence to drive brand innovation and enhance the product planning and development process. Brand management teams rely on CallMiner to monitor brand sentiment and proactively take steps to improve it. CallMiner’s product feedback tools serve as an on-demand focus group and competitor intelligence platform, driving product innovation by delivering deeper insight into the customer’s mindset and the consumer product experience. With CallMiner, businesses can achieve truly customer-centric product development by better understanding what customers want and need.