Reduce contact center operational costs and increase contact capacity with existing agents. CallMiner Eureka:
    • Identifies call volume distribution across types of calls and call attributes such as agent groups, locations, lines of business or departments
    • Drives efficiencies: channel diversion, workforce optimization and process improvement by identifying high volume calls, long calls, calls with significant silence and repeat calls
Speech analytics helps your contact center and agents:
    • reduce call volume
      • increase self service (channel diversion)
      • improve first call resolution (FCR)
      • optimize workforce management
    • reduce average handle time (AHT)
    • automate call categorization
    • reduce wrap time
    • identify cause for long calls

As a result of improving operational efficiencies are improved, contact center costs are reduced.