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CallMiner Announces Eureka Starter Edition Bringing Speech Analytics to Small Contact Centers and Companies Starting their Analytics Journey

June 28, 2017

Waltham, MA, June 28, 2017 (GLOBE NEWSWIRE) — CallMiner®, the leading platform provider of award-winning speech and customer engagement analytics, today announces a new offering – Eureka Starter Edition, a full speech transcription and rich search and discovery tool designed for smaller contact centers or larger organizations looking to gain insight into their customer interactions without the need to dedicate an analyst.

“Companies that use speech analytics achieve greater improvements in customer experience, customer profit margin, compliance and operational efficiency,” says Omer Minkara, Aberdeen VP & Principal Analyst, Contact Center & Customer Experience Management.1 But for many small to midsized companies, speech analytics has been out of reach.  Eureka Starter’s turnkey integrations with market leading cloud contact centers such as Five9 and newly launched Amazon Connect makes speech analytics accessible to more companies. Eureka Starter is available through a no-risk pay-as-you-go, monthly subscription.

“CallMiner’s approach with Eureka Starter Edition addresses a definite need in the SMB call center market,” says Homero Salinas, VP Commercial Sales at Five9.  “The specific product feature set and no-risk pricing and billing model will enable organizations with smaller contact centers to extract meaningful insights from their customer conversations.”

Eureka Starter transforms each call into a searchable text transcript with embedded links directly to the relevant call audio. The search engine makes it easy to create queries for ad-hoc searching and voice of the customer insights. A rich playback interface allows contact center managers or other call reviewers to easily navigate the call to aid in quality or for other auditing purposes. Users can tag calls, lists of calls, or specific sections of a transcript, for future recall and review. Insights are quickly revealed though TopicMiner®, which automatically identifies topics of conversation in graphical tag clouds for any set of calls retrieved through search.

Eureka Starter cloud-based analytics can be used to uncover critical business challenges faced by contact centers in four main areas – contact center efficiency, agent performance, risk and compliance and customer experience. By offering full speech transcription and analysis of 100% of customer conversations, Eureka Starter can detect operational inefficiencies, poor agent behaviors, customer dissatisfaction and the use of risky language and other potential compliance infractions so that they can be quickly addressed before they impact the bottom line.

“There’s a substantial market opportunity and need for speech analytics within small call centers or larger organizations who aren’t ready to tackle enterprise level analytics,” says Scott Kendrick, VP Marketing at CallMiner. “Our true cloud-based speech analytics platform allows us to efficiently and effectively address this opportunity, while providing a simplified user experience and a no-risk pricing and billing model,” Kendrick concludes.

About CallMiner CallMiner believes that resolution is the fundamental driver of positive customer experiences. When contact center agents and others responsible for customer engagement are empowered by insight and feedback in real-time, they can dramatically improve the rate of positive outcomes.  With the tagline “Listen to Your Customers, Improve Your Business” our goal is to help companies automate the overwhelming process of extracting insight from phone calls, chats, emails and social media to dramatically improve customer service and sales, reduce the cost of service delivery, mitigate risk, and identify areas for process and product improvement.  Highlighted by multiple customer achievement awards, including six Speech Technology implementation awards in the past four years, CallMiner has consistently ranked number one in customer satisfaction, including surveys conducted by DMG Consulting and Ovum.

 “CallMiner”, “Eureka”, “Eureka!”, “MyEureka”, “EurekaLive”, the “CallMiner Eureka” logo, the “CallMiner MyEureka” logo, the “CallMiner EurekaLive” logo, “Listen to your customers. Improve your business.”, “Feedback Is A Gift”, “Listen”, “Engagement Optimization”, the “Engagement Optimization” logo, and “EO” are trademarks or registered trademarks of CallMiner, Inc. in the United States and foreign jurisdictions. Other product names mentioned herein may be the trademarks of their respective owners.

Media Contact: Maureen Szlemp | CallMiner Marketing Director | | 319-573-3312.

1Aberdeen Research: Speech Analytics: Convert Voice of the Customer into Business Success – Omer Minkara, Aberdeen VP & Principal Analyst, Contact Center & Customer Experience Management, October 2016.

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