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Your customers share valuable information in every conversation: what they need, what frustrates them and why they stay or leave. CallMiner’s AI-powered speech analytics solutions allow you to understand it all. Gain insights from 100% of your customer interactions to understand your customers, evaluate agents and identify opportunities to enhance customer experience.
There’s value in every customer conversation. They share symptoms of recurring problems, frustrations when expectations aren’t met, intent to purchase (or not) and why they’re thinking of leaving. The challenge isn’t that you don’t have enough information. It’s finding it.
Manual reviews of calls are too cumbersome. Quality scores based on reviewing a handful of calls won’t catch 90% of events. Fragmented reports leave you unable to understand, much less act on, the bigger picture.
CallMiner Eureka puts the pieces back together. Our conversation intelligence platform transforms unstructured conversations into searchable, structured data your teams can use. We make speech analytics the foundation for driving continuous improvement for customer service, sales, compliance and business operations, not just another report.
CallMiner transforms raw call recordings and conversation data into actionable insights in one seamless workflow.
Search transcripts and filter interactions by topic, behavior, outcome or business drivers. Whether you’re researching an increase in complaints or discovering new opportunities, CallMiner Analyze empowers teams to quickly find answers without having to listen to hours of recordings.
Language and acoustic analysis can detect indicators of frustration, satisfaction and effort. Understand how sentiment and emotion change throughout a call and how those changes impact key outcomes like resolution, escalation or churn.
Automatically score conversations against your quality and performance standards. Increase analysis from sampling a few calls to evaluating every call and help managers prioritize conversations that require follow up.
Eureka monitors for flagged words, missed disclosures, risky language and deviations from standard processes. Enable focused review and remediation with conversation context your compliance team needs.
Agents are alerted and coached with CallMiner RealTime while the conversation is happening. RealTime support can help agents react to customer needs and steer clear of predefined risks before the call wraps.
Dashboards and reporting in CallMiner Visualize help share insights with contact center managers, CX teams, compliance and other internal teams. Identify trends across agents, teams, topics and over time.
Insights without action are pointless. Here’s how companies are using CallMiner’s speech analytics solutions to improve.
Voice interactions contain some of the richest data you have about your customers. But they don’t tell the whole story. Customers today interact through chat, email, SMS, surveys and more, in many cases numerous times before reaching a solution.
That’s why CallMiner's speech analytics is part of a comprehensive conversation analytics platform. Assess voice and text-based customer interactions side-by-side to compare channel experiences, identify issues that cross channels as customers hop from one touchpoint to the next, and gain a complete picture of the omnichannel customer experience.
The insights don’t end with customer experience. Share your findings across product, marketing, operations and leadership teams so your entire organization can respond to what your customers are saying.
CallMiner is the worldwide market leader in AI-driven conversation intelligence, delivering trusted solutions to the world’brands in financial services, healthcare, retail, telecom, travel and more. Here’s what sets our speech analytics solutions apart:
Learn how organizations improve quality, coaching and compliance with CallMiner’s speech analytics solutions.
O2 Business O2 Business evolved from manually scoring a few calls to automatically scoring thousands of calls per month against every required script element. Customer Services year over year quality scores jumped from 89.7% to 92.7%. Calls highlighted for extended periods of silence reduced by 79% in three months.
"CallMiner has been transformative for the organisation. It has significantly enhanced our ability to gain meaningful insights from customer interactions and, more importantly, has fundamentally improved how managers and agents engage with quality, coaching and call-handling performance."
UPMC Health Plan UPMC Health Plan eliminated a manual QA process that reviewed only sampling of calls and replaced it with automated scoring of 100% of member calls. Each concierge receives a daily "World Class Call Score" report. In 2022 they grew appointment scheduling 200% and reduced call volume by more than 187,000 calls.
“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.”
Inizio Engage Inizio Engage is a healthcare engagement company. Its QA team used to assess 4 to 6 calls per agent per month (less than 3% of call volume). With CallMiner, Inizio reviews 100% of interactions with unbiased, quantitative scoring. It also uses call-level stress metrics to identify agents who may be struggling and intervene with coaching and support.
“The advantages of conversation intelligence were clear — a consistent approach with no judgement. We can now address parts of the process that require more consistency, such as opening and closing calls the correct way, demonstrating ownership and empathy, and more.”
The answers to your most important service, performance and risk questions are already in your calls. CallMiner’s speech analytics solutions allow you to identify service gaps, enhance agent performance and detect risk before it escalates.
Discover how Callminer can help you with your unique business objectives.
Speech analytics solutions apply AI technology to recorded or live voice conversations between customers and agents. Speech is automatically transcribed and analyzed for content (what was said) and acoustic cues (how it was said), revealing topics, behaviors, trends, sentiment, risks and much more across thousands of calls. Find out more in Speech Analytics 101.
Transcription creates a text version of a conversation. Speech analytics uses that transcript plus acoustic information such as tone, volume, and silence to classify calls, quantify behaviors, detect patterns and help you make better business decisions. Transcription tells you what was said. Speech analytics tells you what it means.
Speech analytics refers specifically to analyzing voice conversations. Conversation analytics includes both voice and text-based interactions, such as chat, email, SMS, surveys and more. CallMiner Eureka does both, allowing you to analyze calls alongside every other customer touchpoint.
Yes. While post-call analysis allows you to understand trends, assess quality, and plan proactive coaching for all of your interactions, real-time solutions like CallMiner RealTime analyze conversations as they occur and provide alerts and guidance to agents right when they need it. They work best together: you develop your real-time guidance based on post-call analysis insights, and the real-time functionality helps your agents act on those insights.
QA teams and supervisors traditionally perform manual review on a small subset of calls. Speech analytics automates the evaluation of every interaction against your scoring criteria. That dramatically expands your coverage and consistency, and allows your human experts to focus review and coaching efforts on the conversations that matter most. Learn how automated call center scorecards work.
CallMiner has the most advanced, enterprise-ready speech analytics functionality. CallMiner has combined traditional speech analytics with machine learning to improve ease of use and accuracy while still providing control and transparency.
