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Contact centers play a vital role in managing customer relationships and fulfilling business functions. Yet, many organizations do not really see contact centers for what they truly are: a fast untapped source of actionable intelligence that can drive business performance.
Data from contact centers can help achieve every business priority – from increasing revenue to building customer loyalty and enabling business performance improvement. By analyzing the unsolicited feedback in customer conversations with contact center agents, you can extract actionable intelligence that provides invaluable insight into your products, services, systems, competitors, and customers’ state of mind.
The CallMiner Eureka conversation analytics platform provides all the tools you need to drive business performance with data from your contact center. By capturing and analyzing 100% of customer conversations across all channels, Eureka can help transform your organization and move the needle on all the business performance metrics that matter most to you.
Conversation analytics examines the unstructured information in calls, emails, chat, and other interactions and converts it into structured data that can be analyzed and searched. By categorizing and scoring conversations based on certain language and the emotion in a speaker’s voice, conversation analytics provides deep insight into the voice of the customer. You will learn what each customer is saying, what they want, how they feel about your brand, and what you can do to improve their experience.
Equipped with this data, you can drive business performance by taking steps to:
• Generate more revenue by adhering to quality processes that improve the customer experience.
• __Transform marketing effectivenes__s with insight into which efforts moved the needle with your customers.
• Increase customer loyalty and lifetime value by identifying and eliminating sources of churn.
• Improve product development with a deeper understanding of customers’ expectations of and experiences with a product.
• Improve cash flow and reduce debt by training agents in best practices for cash collection, monitoring their performance, and providing ongoing coaching.
The CallMiner Eureka conversation analytics platform delivers a deeper understanding of your customers so you can unlock business value, make better decisions, and optimize business performance.
By capturing and analyzing customer interactions across channels, CallMiner makes it easy to extract meaningful insights from unstructured data and take action to improve performance and operations across the enterprise.
Eureka analyzes customer interactions at the deepest levels to identify patterns, interpret nuance, gauge motion, and effectively measure business performance. With Eureka, you can:
• Discover what matters most to customers on their omnichannel journey by automatically analyzing and scoring conversations. Eureka analyzes audio and text-based interactions to develop insights that can drive business performance management.
• Improve agent performance with continuous coaching. Eureka enables supervisors to monitor, understand, and optimize agent performance at scale, targeting certain behavior for guidance or reinforcement.
• Drive better outcomes with real-time guidance. When a customer is at risk of churn, Eureka alerts supervisors and provides next-best-action guidance to agents that can help positively resolve the situation.
• Capture better audio for faster, more accurate analytics. Eureka enables high-fidelity, speaker-separated audio to be accurately transcribed in real-time.
• Visually explore conversation analytics data through presentations with interactive, easy-to-use interfaces that make it easy to drill down into the detail of a single agent or customer, connecting the dots between insight and action.
• Accurately identify and remove sensitive data from conversations. Eureka redacts sensitive numeric data and personally identifiable information to protect the privacy of customers.
The conversation and business performance analytics on The CallMiner Eureka platform deliver significant benefits that can produce positive results for all indicators of business performance.
• Drive process improvement. Improve operational efficiency by leveraging customer insights on what is working and what is not.
• Share knowledge across the enterprise. CallMiner enables insights from every customer conversation to be easily shared with every business department.
• Fuel business growth. Provide executives with the insight they need to make better decisions that can help the business succeed.
• Strengthen customer relationships. Use customer insights to improve experiences, deliver on expectations, and drive retention and loyalty.
• Increase revenue and drive ROI. Optimize operations and reduce costs with automated business process improvements.
CallMiner delivers solutions that can drive better business performance and transform customer experiences. With the industry’s most powerful conversation analytics platform, we provide the deepest understanding for improved business decision-making. That is why CallMiner is trusted by many of the world’s leading organizations across a wide range of industries, including travel and hospitality, financial services, insurance, healthcare, retail, and more.
Turnkey integration, automation, and value-added benefits enable our customers to get more from their CallMiner deployment.
• Solution packs offer pre-built use cases with proven topic-based content that can deliver faster time-to-value.
• Playbooks provide step-by-step guidance for achieving faster ROI through optimization and best practices.
• Language packs provide multilingual support for transcribing, redacting, and analyzing conversations across all channels.
• Accelerator, an intensive, personalized training program, enables analysts to get up to speed faster.
• Speaker separation enables analytics parsed by customer and agent speakers through a mono-to-stereo audio call recording converter.
• CallMiner Customer Connect is our community of enthusiastic CallMiner users that provides crowdsourced innovation and support.
Business performance management is the task of measuring, monitoring, and improving the performance of an organization using data and analytics. By gathering data on a variety of performance metrics, businesses can better understand what is working, what’s not, and where improvements can be made. Ideally, business performance management enables organizations to better align employees, resources, and processes to meet strategic goals.
Conversation analytics is a technology that captures and analyzes audio and text-based conversations with customers such as phone calls, live chat, email, SMS, web, and social media interactions. Using natural language processing (NLP), artificial intelligence (AI), and machine learning, conversational analytics converts the unstructured information in these conversations into structured data that can be compiled, searched, analyzed, and explored for insight.
By reviewing insight into customers’ needs, desires, behavior, and emotions, conversation analytics can reveal where companies can best focus resources to improve processes and enhance customer experiences. The result is increased conversions, higher satisfaction, greater loyalty, and improved business performance.
We kicked off the program with our customer care division, and expanded globally to supply chain, product, marketing and other departments.
Director of customer care innovation, Radial
