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July 15, 2013
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:
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.
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.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.