Conversation Analytics

Turn customer conversations into business intelligence

Every interaction has data about customer needs, expectations, frustrations and experiences. When your organization has thousands or millions of interactions, manual analysis just isn’t possible. Conversation analytics software transforms unstructured interaction data into structured and searchable insights.

Conversation data empowers organizations to answer questions like:

• Why are customers calling?
• What topics are causing repeat calls?
• Where are customers experiencing pain points?
• Which agent actions lead to better results?
• Why are customers unhappy? Why are they thinking of leaving?
• Are agents following prescribed processes?
• What product/service issues are coming up in calls?
• Where can we apply automation to enhance the customer experience?

How CallMiner unlocks intelligence across every customer conversation

CallMiner Eureka conversation analytics platform provides a comprehensive conversation analytics solution that enables you to extract intelligence from every conversation. Leveraging an end-to-end approach built around three key stages (discover, evaluate, act), Eureka helps ensure critical insight flows smoothly from your data through to business impact.

Discover: Surface what’s been hiding in plain sight

• See the full conversation. Analyze every customer interaction, not just a few manually sampled conversations that can overlook key feedback.
• Detect emotion and sentiment. Monitor frustration, effort, confidence and satisfaction throughout a conversation, not just at the end.
• Discover insights organically. Identify brewing topics, trends and risks earlier with AI-powered tools such as word clouds and topic clustering before they’re canned into categories.
• Advanced search, filtering and classification. Automatically cluster, tag and isolate high-value issues in seconds using machine learning.

Evaluate: Measure performance with confidence

• Agent and team performance analytics. Visualize the behavior, outcomes and consistency trends for your entire conversation population, not just a sample.
• Automatic quality scoring. Eliminate subjective manual QA in favor of objective, scalable scorecards that can be applied to every interaction, based on your standards.
• Focus on the KPIs that matter to your business. Measure handle time, escalation drivers, resolution effectiveness and more.
• Dashboards designed around each team’s needs. Empower leaders, supervisors, QA and CX teams with views that are customized to what they need to know.

Act: Turn insight into measurable impact

• Real-time alerts. Flag compliance, risk and sentiment events as they’re happening so teams can act before a moment becomes a problem.
• Coaching that’s grounded in real conversations. Provide agents with feedback that’s based on what really happened during the call, not assumptions or guesswork.
• Root cause analysis. Dig into why problems continue to happen to identify if the solution should be applied to process, policy, training or the customer journey itself.
• Continuous process improvement. Close the loop by feeding conversation insights back into the business. This allows gains in CX, compliance and operations to compound overtime rather than starting from scratch with each review cycle.

How conversation analytics works

1. Capture interactions across channels Integrate customer conversations from voice and digital channels, including phone, calls, chats, emails, SMS/text and other digital interactions, to gain a more holistic view of the customer experience.

2. Analyze every interaction Apply AI to uncover hidden insights across conversations, such as words, phrases, topics, sentiment, emotion, intent, behaviors and other signals that provide valuable context about the interaction.

3. Identify patterns and opportunities Spot trends across your conversation data, whether it’s frequently mentioned customer complaints or attributes associated with successful outcomes.

4. Turn insights into action Put conversation intelligence to work to enhance coaching, quality, compliance, customer experience and more across your organization.

Key conversation analytics capabilities

• Enterprise-wide, omnichannel interaction analytics. Gain visibility into conversations happening across voice and digital channels so you can analyze the full customer journey beyond a single call or interaction.
• Automatic speech recognition (ASR). Transcribe voice interactions to text you can search, analyze and review alongside digital interactions.
• Sentiment analysis. Detect and analyze customer and agent sentiment and emotional signals to easily identify frustration, satisfaction, risk of escalation and much more.
• Topic and intent detection. Learn what your customers are talking about and why they’re contacting your organization, including insights that extend beyond predefined categories.
• Automated quality monitoring. Assess interactions at scale against quality and performance benchmarks instead of manual reviews of a sampling of interactions.
• Agent scoring. Pinpoint behaviors that lead to positive and negative outcomes so you can better understand and take action on activities that matter. Provide supervisors with richer information for more effective coaching.
• Customer experience analytics. See what’s happening across interactions on every channel and identify friction points, repeat contacts and escalation moments that you can address to create a better overall experience.
• Fraud, risk, and compliance. Detect conversations that contain keywords, phrases, behaviors or events that may pose regulatory or legal risk for your business.
• Real-time agent guidance. Deliver insights as conversations are happening so you can bolster agent performance and respond to critical events in real time.

What can you do with conversation analytics?

There’s insight ready for action in every customer interaction, but it can only help your team if you know where to find it. With CallMiner powering insight across the business, there’s no conversation happening that’s too small or insignificant to drive measurable improvements in CX, agent performance, compliance, efficiency and revenue. Here’s where companies typically see the biggest impact with CallMiner.

Enhance customer experience. See what customers need and pinpoint moments that cause frustration, effort or dissatisfaction. Outcomes: Lower customer effort, higher first-contact resolution and smoother customer journeys.

Boost agent productivity. Focus coaching on specific areas instead of a limited sampling of interactions or subjective reviews. Outcomes: More effective coaching, increased consistency and visibility into the behaviors of top performers.

Automate quality assurance. Evaluate more interactions against standardized criteria and decrease reliance on manual QA sampling. Outcomes: Increased QA coverage, less manual effort and consistent scoring.

Mitigate compliance risk. Stay on top of conversations that require certain language, trigger warnings for prohibited words, include important disclosures, or pose other compliance risks. Outcomes: quicker insight into deficiencies, enhanced auditing practices and improved script compliance.

Optimize efficiency. Discover why repeated calls, long calls, transfers and escalations are happening. Outcomes: Reduced handle time, improved call routing and a decrease in unnecessary contact volume.

Improve customer retention and revenue. Identify signals of churn, dissatisfaction, buying intent or missed sales opportunities. Outcomes: Understand churn drivers, recognize upsell and cross-selling opportunities and gain insight into customer objections.

Who uses conversation analytics?

Conversation analytics can have a powerful impact far beyond the call center. CallMiner puts your conversation data to work across every department. Here’s how each team leverages CallMiner’s conversation analytics.

• Contact center leaders: Gain insights into contact drivers, performance trends, operational issues and customer experience throughout the contact center.
• Quality assurance teams: Automate interaction scoring so your teams can focus manual QA efforts on conversations that need attention.
• Supervisors and coaches: Easily pinpoint individual agents’ performance gaps and deliver focused, data-driven coaching.
• Customer experience teams: Capture unprompted customer feedback and discover why customers are satisfied, disappointed, struggling or likely to churn.
• Compliance and risk teams: Ensure interactions comply with company standards and identify risk across a much higher percentage of customer conversations.
• Product and marketing teams: Harness the power of the customer’s voice to identify emerging needs, customer objections, product feedback, competitor references and market shifts.

Why CallMiner for conversation analytics?

Founded in 2002, CallMiner pioneered the speech analytics industry. With billions of hours of conversations mined, we provide exceptional value to customers by delivering highly effective, usable, and scalable conversation analytics solutions.

Our organizational agility allows us to adapt to the ever-changing needs of our customers. In fact, over 300 customer-requested features have been added to our products. Our customer success team brings years of hands-on experience to every customer engagement.

With CallMiner Eureka, you can:

• Analyze customer interactions at scale. Transform massive volumes of customer conversations into searchable, measurable insights rather than a limited sample.
• See what’s behind the words. Use conversational, contextual, sentiment, emotion and behavioral signals together to understand not just what happened but why.
• Act on what matters. Tie interaction insights to KPIs and business objectives so teams can focus on behaviors and experiences that matter most.
• Turn insights into action. Put conversation intelligence to work across quality management, agent coaching, CX improvement, compliance monitoring and more.
• Empower every department. Harness the intelligence hidden in customer conversations and empower teams beyond the contact center. CallMiner supports CX, marketing, product, operations, compliance and executive teams.

What CallMiner customers say

“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.”

• Staff development coach at UPMC

"We know that CallMiner in the call center will tremendously help us from an efficiency standpoint, but also enable the business at large to gain better insights into what our customers saying and what they want when they're talking about our service."

• Former VP Customer Care & Sales Operations, SiriusXM

Get more value from every customer conversation

Your customers are telling you what matters to them, where they’re struggling and how your organization can improve. CallMiner conversation analytics empowers you to listen to those cues at scale and act on them to improve customer experience and drive business results.