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Call centers generate huge volumes of unstructured conversation data every day. Calls, chats and messages reveal what customers want. They tell you where your customers struggle and why things go wrong (or right). When you analyze only a sample of your interactions, you’re missing key information and making decisions blindly.
CallMiner’s speech analytics software, CallMiner Eureka, empowers you to make better decisions with 100% of your conversations. Eureka organizes your raw conversation data into actionable insights you can use. Discover patterns. Identify risk. Surface drivers of performance, so you can take action quickly.
Turn every customer interaction into a golden opportunity to improve CX, reduce risk and drive measurable business results.
While unlike other solutions, CallMiner speech analytics analyzes 100% of actual conversations, including tone and context, to:
Transform reactive reporting into proactive improvement today.
Speech analytics technologies automatically analyze recordings, turning unstructured contact center data into powerful, searchable insights. Here’s how CallMiner powers speech analytics at scale to grow your business.
1. Record every call or interaction. Capture every voice conversation with recordings pulled directly from your contact center or multi-channel environment.
2. Transcribe and analyze sentiment, emotion, and more. Convert voice recordings into text. Identify key acoustic events by measuring tone, speed, pauses, and speech stress.
3. Categorize intent and context. Isolate topics, behaviors and patterns with machine learning to identify intent and context.
4. Score your key data. Apply scoring models automatically to isolate compliance, performance, closed sales, and more.
5. Operationalize your data. Search, visualize and act on your data. Turn insights into action to improve CX, reduce risk, and realize measurable business outcomes.
Speech analytics surfaces intelligence from every conversation across your enterprise at scale. Stop guessing and start taking confident, data-driven action with facts that help you improve performance, reduce risk, and capitalize on new opportunities that drive measurable business results.
Identify when customers are frustrated, repeating themselves, or leaving your organization. Find out why customers are unhappy or experiencing high effort and fix those problems more quickly and accurately. Deliver more relevant and consistent experiences across every channel.
See what your top agents are doing differently and make it standard across your organization. Automatically score every conversation, identify coaching opportunities and arm agents with actionable, data-driven insights to help close knowledge gaps.
Automatically monitor every conversation for missed disclosures, policy violations and potential compliance gaps. Remediate faster to reduce exposure and reinforce compliance across your organization, without draining agents with manual monitoring.
Understand why customers are calling and where your operations are letting them down. Remove unnecessary call drivers, optimize operations, and improve key metrics like handle time, first contact resolution and escalations.
Spot hints of purchase intent, cross-sell opportunities, and early signs of churn directly from customer conversations. Act quickly to close more deals, build deeper customer relationships and prevent churn before it happens.
Speech analytics vendors typically provide transcription or keyword listening. CallMiner takes it to the next level with a scalable platform that’s enterprise-ready.
Close the loop with CallMiner by acting on the insights you uncover.
Eliminate sampling bias by recording and analyzing every interaction across your contact center to gain a complete and accurate picture of performance and experience.
Quantify frustration, effort, satisfaction and confidence with advanced acoustic and linguistic analysis.
Learn about trends, risks and opportunities with automatic topic discovery, clustering, and search powered by AI.
Automate scoring tasks with scalable, consistent scoring that’s aligned to your business rules and regulations.
Launch alerts, coaching prompts, and workflow changes in response to what is said during an interaction.
Emotion matters. It’s not what happened during an interaction that customers remember, it’s how it made them feel.
Now you can put emotion to work with CallMiner’s emotion analytics:
Put emotion in context and connect it to what matters: business results.
CallMiner Eureka is used by customers who need more scalability than out-of-the-box speech analytics solutions can deliver.
With Eureka, you don’t just get data, you fuel continuous improvement.
Wondering what your customers are really saying? CallMiner speech analytics empowers you to understand every conversation, at scale.
Gain insight from every conversation, and drive measurable improvement from every insight with CallMiner Eureka.
Call monitoring often consists of manually reviewing a fraction of calls. Speech analytics reviews 100% of conversations automatically to surface patterns, trends and risks at scale, all without manual effort.
Speech analytics is specifically related to audio, while conversation analytics covers audio as well as text-based interactions like email, chat, social media, web, and SMS. While some speech analytics vendors also offer text-based solutions, very few customer analytics software vendors offer comprehensive conversational analytics technology.
AI allows speech analytics to do more than transcribe words. It can also detect sentiment, emotion, intent and behavioral signals, automatically categorize conversations and surface patterns or anomalies that would be nearly impossible to detect without AI.
Not at all. Speech analytics can begin delivering insight to your teams in just a matter of weeks. Since speech analytics processes 100% of conversations automatically, your teams can quickly surface trends, risks and opportunities for improvement.
Speech analytics reviews every interaction to identify trends in agent performance, highlight examples of top behaviors and uncover coaching opportunities. With speech analytics, managers can provide more consistent feedback based on specific actions that lead to positive outcomes.
Yes. Speech analytics can automatically identify non-compliant language, missed disclosures and risky behaviors across every interaction. Speech analytics can also trigger real-time alerts or flag risky calls after they occur.
[CallMiner] is one of the few vendors that consistently delivers on foundational capabilities like topic and behavior classification and insights exploration.
