CallMiner Eureka Platform
Analyze customer interactions at the deepest levels to gain insight.
Consumer journey mapping can offer extraordinary insight into how your customers feel about your brand. With powerful customer journey mapping tools, you can chart the many journeys’ customers take from first contact to first sale and beyond. You can analyze how interaction at every touchpoint moves them closer to conversion or causes their journey to stall. And you can learn more about their wants, needs, and opinions, providing you with clear direction on how to create more compelling user experiences.
The right journey map tool must be easy to use and allow you to analyze interactions with customers across every channel. The best customer journey mapping tools provide integrated solutions with features for capturing conversations, converting them to data, aggregating sources and visualizing findings for a greater understanding of your customer’s mindset.
The CallMiner Eureka conversation analytics platform delivers all the features and functionality you need from your customer journey mapping tools. CallMiner delivers the ability to analyze 100% of your customer conversations and use that data to drive better customer experiences.
Customer experience journey mapping is not an easy proposition. For starters, you have neither a solo buyer persona nor a single customer journey. Rather, your customers represent a multitude of personas who travel a great number of paths, engage on multiple channels, and interact at multiple customer journey touchpoints on their way from first contact to engagement, conversion, and beyond.
Customer journey mapping tools must gather data about every channel and touchpoint. They must also analyze every interaction to determine the quality of the experience at every point on the journey. Superior mapping tools will answer questions like:
• “How do customers feel about our online presence?”
• “How do prospects feel about our brand after viewing this page?”
• “How often our customers turning to our contact center for help – and how do they feel about the assistance they receive?”
• “What’s behind the negative reviews on this website?“
By providing answers to these questions, customer journey mapping tools can help you better understand what is driving your customer’s actions – and what you can do to improve their experience throughout their omnichannel customer journey.
The CallMiner Eureka platform offers a set of conversation analytics solutions and customer journey mapping tools that help you connect the dots between insight and action. With analytics powered by artificial intelligence and machine learning, Eureka analyzes customer interactions across all channels at scale to enhance the customer journey experience and drive business improvement.
With Eureka, you can gather and analyze data from calls, emails, surveys, social, chat, and SMS to gain clear visibility into an omnichannel customer journey. Eureka offers an integrated set of solutions for mapping and understanding the customer journey. The CallMiner technology analyzes interactions at the deepest level, interpreting nuance and finding patterns that shed light on customer experiences and pinpoint new areas of opportunity.
With the CallMiner customer journey mapping tools, you can:
• Transform customer calls and multichannel interactions into structured data for insight into how well you engage with your customers and manage the quality of interactions. Eureka Analyze uses machine learning algorithms to automatically transcribe, redact, classify, analyze, and score your customer interactions.
• Leverage omnichannel feedback from every interaction to better understand the customer journey. Combine analysis of solicited and unsolicited feedback to gain a more accurate view of customer experiences. Create a strategy for improving the customer journey based on 100% of customer interactions, rather than just a sample.
• Rely on customer journey visualization to reveal rich insight about the customer experience from both customer and agent perspectives across all voice and text-based interactions. Identify opportunities in real-time to improve customer experiences and outcomes.
• Use automated customer journey mapping tools to simplify the process of gathering and analyzing data to drive better business decision-making.
Emotion plays a pivotal role in customer decision-making. How customers feel about their interactions with your brand will have a tremendous influence on their decision to become or remain a customer. The CallMiner Eureka Emotion Solution Suite enables you to identify and measure emotional signals within speech and text interactions to better optimize customer engagement. Eureka provides data-driven scoring with machine-learned objectivity to uncover omnichannel emotion insights and identify what triggers an emotional reaction for a customer.
With the Eureka Emotion Solution Suite, you can:
• Understand where friction points exist in the customer journey.
• Gain insights from customers’ strongest emotional reactions.
• Provide contact center agents with next-best-action advice to improve the customer’s experience.
CallMiner is the global leader in conversation analytics, providing the industry’s most comprehensive platform for analyzing customer interactions across all channels at scale. No other conversation analytics platform offers more customizable solutions and deeper customer understanding. Our technology expertise spans nearly two decades and over 2 billion hours of customer conversations that have been mined for business insight. Many of the world’s leading organizations in retail, financial services, healthcare, insurance, travel, and hospitality trust CallMiner to reveal meaningful insight from customer conversations and to gain the intelligence needed to make better business decisions.
CallMiner enables organizations to:
• Accelerate speed to improvement. Businesses benefit from AI-driven search features, real-time and post-call analytics, and unmatched accuracy in analyzing customer conversations.
• Understand what matters most to customers. CallMiner analyzes the details of customer interactions with accurate autoscoring, correlation across multiple channels, and categorization for ease, effectiveness, and emotion.
• A human approach to customer relationships. Our customers’ success is driven by a dedicated support team for each account, an active customer community, and crowdsourced innovation.
A customer journey is the collection of interactions that a customer has with a company from first learning about a product or service to eventually purchasing it or declining to purchase it. Customer journeys may also include the relationship with the customer after purchase, through interactions with customer service, technical support, and additional sales and marketing opportunities.
Customer journey mapping is the technique of visualizing all the various touchpoints in a customer journey for a specific buyer persona. With a greater understanding of the specifics of the journey and how customers feel about each touchpoint, companies can act to improve the success of each touchpoint and to address shortcomings that represent obstacles or barriers to conversion.
Customer journey mapping tools should use AI-powered and machine learning technology to automate the many steps involved in defining and analyzing a customer journey. Customer journey mapping tools can help to gather data about the many touchpoints on a journey as well as the opinions and feelings customers have about each touchpoint. By analyzing vast amounts of customer data, journey mapping tools can provide companies with deeper insight into the mindset of their customers at each stage of the journey, making it easier to optimize interactions for more successful customer experiences.
We looked at customers who had churned out, using CallMiner to examine the customer journey timeline to identify where issues occurred. As a result, we have a 16% reduction in churn by having agents do a better job on the phone.
Director of Operations, Slimware Utilities