Version 9.0 delivers actionable Voice of the Customer insights directly to contact center staff to drive continuous and sustained improvement.
FORT MYERS, FL — July 10, 2012 — CallMiner, the leader in speech and voice of the customer analytics solutions for contact centers has today announced availability of Version 9.0 of its flagship Eureka! solution.
Version 9.0 carries with it a new set of features called “myEureka”, which enable personalized portal functionality to be delivered directly to users. “Until now, contact center analytics has been the preserve of dedicated analysts,” said Scott Kendrick, VP of Product at CallMiner. “myEureka is the first solution of its kind. It pushes actionable business intelligence insights directly into the workplace, to the people who need and can act on it in real-time. MyEureka delivers relevant data to stakeholders at every level: the VP who manages contact centers and/or BPOs, the Supervisor who manages a team of agents, and to agents themselves, to provide direct feedback on performance and where improvement is needed.”
CallMiner delivers contact center analytics solutions for improving sales effectiveness, driving positive customer experience, and monitoring compliance with laws and regulations affecting contact centers.
CallMiner’s President and CEO Terry Leahy said, “We’re continuing to innovate and lead the way in our market. We’ve heard a lot from our customers about the need for rolling out pervasive business intelligence across their business, and for delivering a deeper solution that distributes insights and directly empowers people to take action. With myEureka, we’re delivering on that in a big way. As the first solution of its kind, this is clearly going raise the bar in the space. Analysts and customers have complained often that strictly analyst-focused workbench solutions simply aren’t going to cut it anymore.. In this new release the analytics the enterprise relies upon are delivered directly out of the system in a simple, easy to understand solution.”
CallMiner is the market leading cloud-based solution for improving agent performance through Voice of the Customer analytics across all channels. Eureka automates the overwhelming process of monitoring information from 100% of interactions – calls/audio, chat, email, surveys and social – to uncover consistent and reliable information about agent performance. Real time business intelligence can be leveraged by enterprises to dramatically improve customer service and sales, reduce the cost of service delivery, mitigate risk, and identify areas for process and product improvements. For more information, please contact CallMiner at (781) 547-5666, or visit callminer.com.