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Customers today expect every buying experience to be personalized and effortless. In response, companies in every vertical are turning to conversational analytics to better understand what customers want – and how to meet and exceed their expectations at every touchpoint.
Conversational analytics delivers clear insight into the mindset of the customer by monitoring and analyzing their behavior and emotion during every interaction. By categorizing, tagging, and scoring 100% of customer interactions, customer conversation analytics reveals the opinions, desires, and needs driving customer choices and gives companies a deeper understanding of what is required to create exceptional customer experiences.
The CallMiner Eureka conversation analytics platform provides the tools to analyze customer interactions at the deepest level, identifying patterns and interpreting nuance to shed light on ways to enhance the customer journey.
From phone calls and web chat to websites and social media, customers are engaging with companies across a broad range of channels. In fact, research suggests that consumers will use up to eight channels to contact a company to get the result they want.
The omnichannel nature of customer interaction adds enormous complexity to the task of tracking and evaluating the customer experience. Conversational analytics platforms can simplify this task by automating the collection and analysis of interaction data.
Conversational analytics automates the process of taking unstructured information from customer phone calls, text, emails, and social media and transforming it into structured data that can be searched and analyzed to produce actionable intelligence. Speech analytics transcribes, categorizes, and analyzes audio interactions. AI-powered technology analyzes text for meaning and context. Emotion and sentiment analysis provide a deeper understanding into how customers feel about a brand and their interactions with it. Together, these technologies deliver clear and deep insight into customer expectations.
CallMiner is a global leader among conversational analytics and speech analytics vendors, having pioneered the technology since 2002. Today, our Eureka conversation analytics platform provides a set of solutions for capturing and analyzing 100% of customer interactions across all channels. No other platform delivers such a comprehensive set of conversational analytics tools and capabilities for driving business improvement and enhancing the customer experience.
CallMiner Eureka analyzes interactions at the deepest level, identifying patterns and distinguishing nuance that shine a light on your successes, shortcomings, and opportunities for CX improvement. Analytics powered by artificial intelligence and machine learning draws deeper insights from text-based and audio interactions, even when the channels are not integrated. With CallMiner’s Eureka conversational analytics platform, you can easily listen to what your customers are telling you, determine their desires and opinions, and turn that knowledge into business improvement.
CallMiner Analyze is the customizable dashboard for the CallMiner Eureka platform. Analyze makes it possible to capture every customer interaction and transform it into business intelligence. By transcribing, categorizing, and scoring every audio and text-based interaction, Analyze empowers you to identify the most impactful actions for business.
With Analyze, you can:
• Transcribe speaker-separated text from speech, relying on auto redaction to automatically omit sensitive data and personally identifiable information.
• Apply emotion and sentiment analysis to every conversation to develop insight into the nature and depth of the customer’s emotion – a primary driver of decisions and loyalty.
• Classify every conversation with machine learning technology that identifies the meaning of speech.
• Automatically score each conversation with weighted, rules-based, predictive metrics to track performance and emotion over the customer journey.
• Analyze, search, discover, compare, share, and report on the mindset of customers and the performance of agents across all interactions.
CallMiner helps organizations harness the power conversational analytics. As a leader among customer analytics software vendors, CallMiner delivers the industry’s most comprehensive platform for analyzing customer interactions across all channels at scale. CallMiner is trusted by many of the world’s leading organizations across retail, healthcare, financial services, insurance, travel, hospitality, and other industries.
Our Eureka platform provides turnkey integrations, automation, and value-added benefits that include:
• Solution packs. Pre-built use cases with proven topic-based content deliver instant insight and faster time to value.
• Language packs. Enjoy multi-language support for transcription, redaction, and speech analysis.
• Speaker separation. Enable analytics parsed by customer and agent speakers with our mono-to-stereo audio call recording converter.
• Accelerator. Speed up your time to value with intensive, personalized analyst training.
• Playbooks. Maximize your ROI on CallMiner technology with step-by-step guides.
• CallMiner Customer Connect. A community of enthusiastic CallMiner users contributes crowdsourced support and innovation.
Conversational analytics, or conversation analytics, is a technology that companies use to gain actionable intelligence from conversations with customers over the phone, chat, email, SMS, social, and web interactions. Using AI-powered processes and machine learning, conversational analytics converts the unstructured information in these interactions into structured data that can be aggregated, searched, analyzed, and reported on.
Conversational analytics allow companies to better understand what their customers are saying and how they feel. By capturing and analyzing conversations across all channels, companies get a fuller picture of the customer experience as well as specific touchpoints on the customer journey. With deeper insight into the mindset of customers, companies can take action to improve experiences and deliver on customer expectations and needs.
Conversational analytics covers both audio and text-based conversations, while speech analytics is focused solely on audio interactions.
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
