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If delivering a superior customer experience is the key to business performance, listening to what your customers are telling you is the key to business performance improvement. Contact centers offer enormous untapped potential for understanding customers, but most organizations lack the tools to listen effectively to every conversation with every customer.
Conversation analytics can help. Rather than manually listening to 1% to 3% of customer interactions or reviewing the skewed results of surveys, you can rely on conversation analytics and sales intelligence software to capture and analyze 100% of customer interactions. Through artificial intelligence and machine learning, conversation analytics let you measure business performance by uncovering the opinions, behavior, and emotion of your customers at every touchpoint on their buying journey. Armed with that data, you can take targeted steps for business performance improvement at every level of operations.
When choosing conversation analytics technology, the world’s leading organizations rely on the industry’s leading solution – the CallMiner Eureka conversation analytics platform.
Conversation analytics convert unstructured data in customer interactions into structured data that can be analyzed to better understand customers and measure key indicators of business performance. By learning from each customer interaction with business intelligence, you can make better decisions and deliver better customer experiences.
The results can impact business performance improvement for different aspects of your organization.
• In marketing, understanding how customers feel about your marketing, promotions, and campaigns provides a wealth of knowledge for optimizing customer communications.
• In product development, the insight and opinions gleaned from customer conversations can reveal how products can be improved to satisfy customer needs. • Sales teams can better understand what techniques resonate most with customers when upselling and cross-selling.
• Finance professionals can better understand customer pain points to make paying bills as easy as possible, improving cash flow and reducing the cost of collections.
• Risk and compliance efforts can benefit from constantly monitoring how agents are communicating with customers to improve training and ensure compliance.
CallMiner Eureka analyzes voice and text-based interactions at the deepest levels to improve understanding of customers and unlock business value from customer conversations. Our Eureka platform captures and analyzes every customer conversation on every channel – phone, chat, email, web, social, surveys, and SMS. Artificial intelligence enables automated performance scoring, emotion metrics, and topic discovery that can improve business performance metrics and drive business performance improvement.
The Eureka platform offers a comprehensive set of tools that enable you to:
• Analyze conversations with root cause analysis to discover what matters most to your customers throughout their buying journey. Our platform accurately scores performance, interprets nuance, identifies emotions, and tracks patterns to shed light on new areas of opportunity.
• Create a culture of persistent optimization and continual business performance improvement. Our technology makes it easy for supervisors to monitor, understand, and optimize agent performance at scale.
• Automatically alert supervisors and agents when a customer is at risk of churn. Eureka provides the next-best-action guidance to turn around negative customer experiences and minimize the risk for fines or legal action.
• Explore analytics data with intuitive, easy-to-use interfaces. Eureka simplifies the task of business performance management with graphics and presentations that show the big picture while enabling you to drill down into the details of individual agents, customers, and workflows.
• Capture speaker-separated audio to enable faster and more accurate speech analytics. Our platform enables high-fidelity, speaker-separated audio to be accurately transcribed and redacted in real-time.
• Automatically redact sensitive numeric data and personally identifiable information. Eureka ensures the privacy of customers and compliance with the regulations by identifying and redacting sensitive data from audio and text-based interactions.
The CallMiner Eureka conversation analytics platform enables business performance improvement by providing exceptional benefits for business leaders.
• A deeper understanding of customers. Our Eureka platform helps connect the dots between customer insights and better business decisions, providing the intelligence and confidence you need to drive business growth and improvement.
• Insights that can be shared throughout the enterprise. CallMiner makes it easy to ensure that actionable intelligence from every customer conversation can be leveraged by every department.
• Superior process improvement. With Eureka, you can easily see what’s working and what’s not throughout your organization, enabling you to effectively improve operational efficiency.
• Strengthen customer relationships and loyalty. By delivering sharper insight into what customers want and how they feel about your brand, Eureka enables you to enhance customer experiences to improve customer satisfaction, retention, loyalty, and lifetime value.
• Higher revenue and ROI. Automated business process improvements help maintain effective operations while lowering costs.
• Powerful business performance analytics. Our platform makes it easier to track and report on metrics within the same environment.
As a world leader in conversation analytics, CallMiner provides solutions that offer meaningful insights from customer interactions and deliver the intelligence you need to make better decisions. Our AI-driven platform was developed with technical expertise built on nearly 2 decades of innovating and billions of hours of customer conversations mined for insight.
Our Eureka platform offers:
• A clear view of what matters most to customers. By accurately autoscoring conversations and correlating customer data across channels, our conversation analytics solution provides awareness of what customers value most.
• The fastest speed to improvement. AI-driven search features, unmatched accuracy, and real-time and post-call analytics provide rich behavioral insight that reveals areas for improvement and how to get there.
• A focus on customer success. We provide a dedicated support team for every account, an active customer community, and crowdsourced innovation that helps our customers achieve greater success and ROI.
Business performance improvement is the task of measuring the success of business processes against specific metrics to improve efficiency and effectiveness. By continually measuring business performance and identifying areas for improvement, organizations can achieve incremental improvements in the performance of individuals, departments, projects, and the business as a whole.
Conversation analytics is a technology that captures conversations between a business and its customers and analyzes them to reveal insights about customers' opinions, behavior, and emotion. Conversation analytics converts unstructured data in these interactions into structured data that can be searched, analyzed, scored, and mined for actionable intelligence.
By revealing what customers want and how they feel about interactions with the brand, conversation analytics can help to identify areas for business performance improvement that will deliver better customer experiences.
Conversation analytics kicks open the doors of what’s possible for us. We were able to quickly and consistently add value and demonstrate insight across departments.
Head of workforce optimisation, Hoist Finance
