CallMiner Eureka Platform
Analyze customer interactions at the deepest levels to gain insight.
August 15, 2017
Expanded support for 30+ new languages, many have passed a certification process which includes sensitive payment card data redaction.
WALTHAM, MA – August 15, 2017 – CallMiner, the leading platform provider of award-winning speech and customer engagement analytics, announced today the company has greatly expanded its multi-language and sensitive data protection capabilities. The company’s industry-leading platforms are now available in nearly 30 different languages and dialects, with multiple languages certified with full PCI-compliant redaction that removes sensitive information such as addresses and ID numbers.
The company’s list of currently certified languages and dialects includes:
Additional available languages include Cantonese, Catalan, Dutch, Arabic, Hebrew, Hindi, Indian English, Italian, Japanese, Korean, Malay, Mandarin Taiwanese, Norwegian, Polish, Russian, Swedish, Thai, Turkish, and Wu Chinese. As CallMiner customer requests are received for these available languages, CallMiner will conduct the complete redaction certification for that language.
“Certified” languages and dialects have undergone CallMiner’s strict PCI-compliant full redaction processes. This redaction removes sensitive language identified in the Payment Card Industry Data Security Standard (PCI DSS) from the conversation recording and transcript. The result is powerful analytics data that does not expose sensitive PCI-compliance information, giving clients needed insights while eliminating a security risk.
“Companies must compete in a globally-connected and multilingual world, and we’re offering a wide range of languages to support our growing base of worldwide clients,” said CallMiner Founder and CTO, Jeff Gallino. “Unlike other competitive offerings, we certify languages to ensure they are adequate for use in speech analytics and include native capabilities such as PCI redaction, allowing us to deliver a global, secure speech analytics offering.”
CallMiner’s Eureka platform combines together multiple sources of client-to-customer interactions, including phone calls, email conversations, real-time chat, and social media content. This data is transcribed into searchable text so clients can categorize, tag, and score it. This allows clients to gauge agent performance and offers insight into customer satisfaction metrics.
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.com.
Media Contact: Maureen Szlemp | CallMiner Marketing Director | Maureen.firstname.lastname@example.org | 319-573-3312.Back to Press Releases
CallMiner is the global leader in conversation analytics to drive business performance improvement. Powered by artificial intelligence and machine learning, CallMiner delivers the industry’s most comprehensive platform to analyze omnichannel customer interactions at scale, allowing organizations to interpret sentiment and identify patterns to reveal deep understanding from every conversation. By connecting the dots between insights and action, CallMiner enables companies to identify areas of opportunity to drive business improvement, growth and transformational change more effectively than ever before. CallMiner is trusted by the world’s leading organizations across retail, financial services, healthcare and insurance, travel and hospitality, and more.