Why CallMiner?
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Hidden within every customer interaction is information about experience, loyalty, friction, agent performance and business risk. Yet many organizations continue to use limited call sampling, siloed datasets and reactive reporting. They’re missing the big picture.
CallMiner’s customer conversation analytics platform powers omnichannel intelligence and uncovers answers by analyzing every customer conversation, across every channel, in real time.
The old way leaves you with:
Providing a great customer experience is no longer optional. There are just too many options available to customers today. If they don’t receive the experience they expect, they won’t hesitate to leave after one bad experience.
The path to getting CX right involves understanding what customers expect, how they perceive your brand, and how they feel during every interaction. Once you have that level of insight, you will know precisely where you’re exceeding expectations, where you’re falling short and how to take action.
CallMiner’s customer conversation analytics provides a complete view of the experience for every customer. By analyzing 100% of customer conversations across all channels, CallMiner captures the voice of the customer (VoC) and transforms unstructured data into clear, actionable insight.
CallMiner Eureka delivers an end-to-end approach to customer conversation analytics built around discovery, evaluation, and action, so insight moves from awareness to impact without delay.
CallMiner is a global leader in conversation analytics software. Our Eureka CX Platform uncovers powerful insights about your customers. You’ll know their intent. You’ll understand their nuances. You can score their emotion. In short, you’ll know what your customers want and how they feel about your brand.
Through AI and machine learning, CallMiner Eureka seamlessly integrates speech recognition, custom categorization, secure redaction, predictive scoring, emotion analytics and much more.
Here’s how you can benefit from CallMiner Eureka:
At CallMiner, we’ve been mining billions of hours of customer conversations for over 20 years, giving us a deep and unique understanding of how to build the intelligence organizations require to listen to, understand, and improve every customer experience.
By connecting every stage of the customer journey, from listening and analysis all the way through to real-time action and engagement, CallMiner Eureka gives CX leaders a solid foundation for turning conversation data into action and ultimately measurable business results.
Gain insights from every conversation
Eureka Analyze automatically scores 100% of your calls, chats, emails and other text-based conversations. It transcribes speaker-separated text, categorizes conversation for easier searching and sharing, and scores each interaction with automated metrics to easily track performance and emotion across your customer journey.
Turn customer conversations into coaching opportunities
Turn conversation insight into performance improvement. Eureka Coach automates agent evaluation and development with AI-based scoring, performance tracking, and personalized feedback built from actual customer conversations. Give supervisors immediate visibility into agent activity and automate coaching workflows so every agent receives timely, objective feedback based on what's really happening in conversations.
Take action on insight when it matters most
Eureka RealTime empowers agents with AI-driven guidance, compliance warnings, and next-best-action recommendations during live customer interactions. Agents gain instant access to conversation intelligence as it happens, so they can react in real time to customer sentiment and context. Increase customer satisfaction, reduce escalations, and manage interactions faster.
Close the loop on every customer conversation
Automatically launch personalized surveys, callbacks, and outreach campaigns triggered by important conversation signals. Respond to crucial moments for your customers at scale and transform conversation insight into relationship-building action and retention.
Ensure omnichannel consistency wherever customers engage
With Eureka OmniAgent, conversation intelligence is brought together between live agents and virtual assistants. Your customers will enjoy fast, accurate and personalized service across all channels. From human to virtual, phone to chat, deliver consistency through contextually aware automation.
Remove language as a barrier to understanding
With Eureka LiveTranslate, instantly translate multi-language conversations so your organization can measure and respond to customer conversations (regardless of language or location) with the accuracy and consistency required for enterprise-wide visibility.
“CallMiner has helped improve the coaching experience overall because it now gives us a wider range of how a team member is doing. Previously, we would only be able to see 3-5 calls, and have to assume the majority of the rep’s calls were along the same lines. Now, we’re able to see a majority of the rep’s calls and get a much clearer picture of the rep’s world class service.”
“In the past, agents selected from a limited number of wrap codes to bucket customer interactions. Agents couldn’t choose more than one code, and all too often codes were inaccurate. AI helps us keep track of themes happening within our customer interactions. For example, when we bring a new product to market, we can track the top three highest friction points for customers and deliver that feedback to the product team.”
Gain visibility into sentiment, intent, friction, compliance risk and performance opportunities buried inside every conversation, empowering teams to boost CX, reduce churn and make smarter decisions as they happen.
Customer conversation analytics powers the capture, transcription and analysis of voice and digital conversations using AI and natural language processing, making unstructured conversation data easily accessible as structured business insights.
Speech analytics is limited to voice calls. Conversation analytics gives you insight into voice and digital channels including chat, email, SMS, surveys and digital channels, so you can analyze the full customer journey.
Yes. CallMiner’s AI-powered platform automatically ingests and analyzes every interaction, so you don’t miss important insights with manual sampling.
CallMiner automates quality scoring and surfaces targeted coaching opportunities based on actual interactions, not managers’ recollections of calls. It eliminates the burden of reviewing calls so managers can focus on helping agents improve their performance.
Yes. Live alerts, next-best-action recommendations and real-time analytics help agents while they’re with customers and empower your entire organization to act on insights faster.
CallMiner is designed for rapid deployment and quick time-to-value. Customers benefit from dedicated professional services and customer success resources from day one.
[CallMiner] is one of the few vendors that consistently delivers on foundational capabilities like topic and behavior classification and insights exploration.
