Videos

EngagementOptimization.com Community

EngagementOptimization.com is an online community designed for customer engagement professionals. EngagementOptimization.com is the future of work enabling industry experts from around the globe to connect, share, communicate and collaborate in an interactive online community on topics relating to Customer Engagement and Interaction Analytics. By building a strong network, we as individuals and groups can tap […]

Eureka Xchange – App Store for Analytics

Eureka Xchange is an app exchange exclusively for Eureka 10 speech analytics users. Eureka Xchange complements CallMiner’s existing libraries of solution packs, by providing additional automated categories and tags, in order to gain even more key business insights. These categories include, call openings and closings, payment terms, website issues and more. To learn more about […]

Listen 2016 – Boundless Connections

LISTEN, Learn, Connect, Enlighten For the latest in customer engagement and journey analytics LISTEN, the industry leading event for customer engagement analytics professionals, brings together top organizations using and benefiting from speech and customer journey analytics. Attend this event to hear from analysts, thought leaders, and product experts and share best practices with one another. […]

Try CallMiner Eureka Personalized Demo Platform

Interested in seeing how CallMiner speech analytics can help solve your pressing business objectives in your contact center environment? Contact us to create your own customized demonstration of how the suite of CallMiner Eureka solutions can optimize your contact outcomes objectives based on your specific use case requirements.   Watch the Demo Now

CallMiner Eureka – Engagement Optimization

What is Engagement Optimization? It’s all about maximizing positive outcomes, whether that outcome is a sale, an answer to a question, or a resolution to an issue. It’s about optimizing all interactions along the entire customer journey — from the contact center to the retail store. With CallMiner speech analytics, organizations can listen to 100 […]

CallMiner – Voice of Customer Analytics

Every company wants to understand the voice of their customer. While most companies rely on surveys and social media for customer feedback, businesses are ignoring their most important asset: the phone. In fact, according to Gartner, 90% of all customer conversations are happening on the phone. That’s 56 million hours of customer phone calls every […]

The Benefits of Speech Analytics with Full Text Transcription

The two most common approaches to speech analytics are phonetics and transcription, which is also referred to as speech to text. However, only using phonetics puts companies at a disadvantage. That is why CallMiner uses transcription (Large Vocabulary Continuous Speech Recognition – LVCSR) technology for our speech analytics solution, providing greater context and accuracy to […]

Interaction Analytics Automate the Performance Management Process

If you run a contact center, you know how important it is to have agents who meet their goals. Traditional approaches to performance management can be time consuming and inefficient. That’s where CallMiner comes in. CallMiner’s interaction analytics solutions, Eureka and myEureka automate agent scoring, allowing you to keep all of your KPIs in one […]

EurekaLive – Real-Time Call Quality Monitoring

EurekaLive automatically monitors in progress calls for the presence or absence of specific language or acoustic characteristics. This real-time alerting system enables supervisors and quality analysts to review occurrences of events and infractions such as escalation attempts, the use of profanity, or the absence of compliance scripts. Analysts or supervisors can also immediately intervene when […]

Uncovering the Customer Experience

Every brand has a promise. But what if delivered experience doesn’t live up to the brand promise? How does your business know when this is happening and which customers it’s affecting? Gain valuable insight into the voice of your customer with the customer experience management platform from ResponseTek, which features CallMiner speech analytics.   Take […]

CallMiner – Speech Analytics Solutions for Collections

Concerned about the CFPB and compliance with the FDCPA or TCPA? CallMiner’s speech analytics solution can help ease collections challenges by analyzing every agent contact – either during or after the call – to eliminate compliance risk, improve agent performance, and increase recovery rates. We offers tailored solutions for any size company: from large enterprise […]

CallMiner Semantic Building Blocks

CallMiner Eureka 9.4 introduced Semantic Building Blocks, a new feature that allows call analysts to leverage categories as building blocks for subsequent searches or categories.  Semantic Building Blocks significantly reduce the effort required to identify and measure conversational flow and sequences of events.   To learn more about CallMiner speech analytics, contact us!