CallMiner Delivers Automated Next-Best-Action Guidance Directly to Call Center Agents

FORT MYERS, FL – July 15, 2013 –  CallMiner, the leader in speech analytics and automated quality monitoring solutions for contact centers, today announced that it has expanded its EurekaLive real-time performance monitoring platform with advanced direct agent feedback and context driven workflow capabilities. EurekaLive uses contextual language patterning to analyze every word spoken in live conversation and intelligently guides agents to better call outcomes including higher sales, improved customer satisfaction, and stricter compliance adherence.

Key features in EurekaLive Agent Assistant include:

• Contextual language patterning instead of word spots, greatly reducing false alarms
• Virtually unlimited vocabulary provides ultimate flexibility for changing needs
• Agitation and over-talk monitoring deliver immediate call sentiment feedback
• Time-based or event driven script reminders provide next-best-action guidance

EurekaLive delivers the same real-time alerting information to supervisors and quality analysts, allowing for action or intervention while the call is still in progress. The alert monitor interface has the added benefit of providing transcript snippets surrounding alerts and instant playback of call segments, further reducing the monitoring effort.

“CallMiner has taken a unique approach to provide automated call analysis in real-time, and the market response from both new and existing customers has been incredible,” said Jeff Gallino, Chief Technology Officer at CallMiner.  “Our ten plus years of experience delivering speech analytics solutions to contact centers has helped us create a highly effective, usable, and useful product.”

CallMiner will be showcasing the EurekaLive Agent Assistant, along with the rest of the company’s product portfolio, at ACA International’s annual convention and expo, July 14-16 in San Diego, CA.  Read more about EurekaLive.

About CallMiner

CallMiner is the market leading cloud-based solution for improving agent performance through Voice of the Customer analytics across all channels. CallMiner Eureka automates the overwhelming process of monitoring information from 100% of interactions – calls/audio, chat, email, surveys and social – to uncover consistent and reliable information about agent performance. Real time business intelligence can be leveraged by enterprises to dramatically improve customer service and sales, reduce the cost of service delivery, mitigate risk, and identify areas for process and product improvements. For more information, please contact CallMiner at (781) 547-5666, or visit callminer.com.