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Providing an exceptional and personal customer brand experience is the #1 goal for brand management teams. Yet, many organizations struggle to cultivate an accurate and deeper understanding of the brand experience, limiting efforts to improve brand sentiment and increase brand awareness.
Fortunately, there is a veritable gold mine of insights available to any company that takes the time to actually listen to its customers. Every day in thousands of conversations, your customers are telling your employees how they feel about your brand, products, and services. By effectively capturing and analyzing these interactions, you can extract helpful insights that can help to guide every aspect of brand management.
CallMiner Eureka provides a powerful yet easy-to-use solution for analyzing omnichannel customer interactions at scale. With Eureka, you can gain insight from every customer conversation on every channel, interpreting sentiment and identifying patterns that can transform the customer brand experience.
Conversation intelligence technology enables companies to record and capture interactions with customers across every channel: phone, email, chat, SMS, web surveys, social media, and more. These conversations are full of invaluable but unstructured data that can shed light on the mindset, wants, needs, opinions, and sentiment of every customer. Conversation intelligence technology transforms this unstructured information into structured data that can be aggregated, searched, analyzed, categorized, and scored. By determining both the meaning of a speaker’s words as well as the emotions behind them, conversation intelligence platforms deliver a far deeper understanding of how customers feel about a brand.
After transcribing audio conversations and analyzing text interactions, conversation intelligence technology like CallMiner Eureka uses artificial intelligence and machine learning to analyze keywords and phrases. Eureka also analyzes word tempo, silence, agitation, and topic mapping to generate critical insights, brand KPIs, and actionable intelligence that can improve customer brand experiences and employee performance.
CallMiner Eureka is the industry’s most comprehensive platform for analyzing omnichannel customer interactions at scale. Trusted by leading organizations in finance, retail, healthcare, insurance, travel, and other industries, CallMiner analyzes interactions at the deepest level, understanding nuance and interpreting patterns to reveal deeper insight into the customer brand experience.
By analyzing every customer conversation and connecting the dots between insight and action, CallMiner enables your brand management teams to accomplish their biggest goals.
• Monitor and analyze evolving brand sentiment. Track customer sentiment across every channel to identify changing trends. Aggregate all sources of customer feedback and interactions to gain a comprehensive view of brand sentiment. Uncover the root cause of positive or negative sentiment. Improve brand crisis management by tracking early warning signs and resolving issues proactively before they become crises.
• Optimize marketing and brand messaging across channels. Track the effectiveness of individual brand and marketing campaigns. Identify which messages and channels resonate best with target audiences. Discover useful market-generated content to inspire marketing campaign messages. Identify and collaborate with influencers who are already creating content around your brand.
• Track brand perception and awareness against competitors. Discover the associations that make your brand top of mind with consumers. Track unsolicited brand and competitor mentions to understand strengths and threats. Compare brand awareness and sentiments to the strength of competing brands. Uncover the drivers of attraction that lead to better brand and customer experiences.
The CallMiner Eureka platform provides a wealth of tools and solutions for analyzing voice and text-based interactions across all channels.
• Analyze. As the control center of the Eureka platform, Analyze enables you to discover what matters most to customers by scoring conversations, tagging transcriptions with sentiment and emotion, and extracting deeper insight into the customer brand experience.
• Visualize. This CallMiner solution allows stakeholders to visually explore and share the stories that are told by conversation intelligence data. An interactive, easy-to-use interface makes it easy to drill down into the detail of a single agent or customer, allowing you to connect the dots between insight and action.
• Alert. By providing real-time guidance to agents and supervisors, Alert helps to recognize customers at risk of churn and improve the outcome of potentially negative interactions.
• Coach. CallMiner Coach helps supervisors to monitor, understand, and optimize agent performance at scale. Coach helps monitor performance trends, identify agent behavior for guidance or reinforcement, and improve the customer brand experience by developing a persistent culture of improvement.
• Capture. This CallMiner technology powers faster and more accurate speech analytics by enabling high-fidelity, speaker-separated audio to be accurately transcribed and redacted in real time.
• Redact. CallMiner Redact protects the privacy of customers by automatically redacting personally identifiable information and sensitive numeric data from audio and text-based conversations.
• Record. Offering a full-featured recorder that enables live monitoring and instantaneous playback, CallMiner Record drives improved transcription and analytics.
• Screen Record. Screen recordings of interactions between customers and employees help to drive robust insight into agent effectiveness.
The CallMiner Eureka platform is designed and built on two decades of innovation in conversation intelligence and billions of hours of mining customer conversations for insight. No other platform offers more customizable solutions or deeper customer understanding for improved business outcomes.
CallMiner Eureka enables you to analyze 100% of conversations with customers and extract insight that leads to transformational business change. Automated performance scoring, emotion metrics, and AI-driven topic discovery compel action and business process improvement within the contact center and beyond it. With unmatched accuracy, AI-driven search features, and real-time and post-call analytics, CallMiner delivers faster velocity to insight and improvement to the customer brand experience.
The customer brand experience is the sum of all the interactions and impressions that a targeted audience has with a brand. Branded customer experiences include messaging and brand/marketing content, interactions with employees and customer service agents, consumption of products and services, and information about a brand received from other people, social media, and news sources.
By tracking the quality of brand experience, companies can identify the drivers of attraction to a brand as well as the sources of dissatisfaction. With this information, teams throughout the organization can take action to optimize the brand experience at every touchpoint on the customer’s journey.
Traditionally, brand experience has been measured through focus groups, surveys, and brand experience software that monitors mentions on social media and other digital communications. Conversation intelligence technology offers a more comprehensive way to understand brand sentiment. By capturing and analyzing all the interactions that a company has with its customers on every channel, conversation intelligence provides deeper insight into the mindsets of customers and their wants, needs, emotion, and opinions about a brand.
We plan to cascade information gleaned from CallMiner throughout the organization, providing each account manager with insights that they can then share with their clients to solidify our partnership. To become our customer’s last best experience, we must make the investment in our tools and people. We see CallMiner as one of those gamechanger tools that is already propelling us forward towards our goal.
COO and Executive Vice President, Gant Travel
