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June 19, 2018
New interaction analytics modules provide end-to-end customer intelligence using scalable Eureka platform engine. LAS VEGAS, NV – Tuesday, June 19, 2018 – CallMiner, the leading platform provider of award-winning speech and customer engagement analytics, announced today at Customer Contact Week 2018 the launch of its comprehensive CallMiner Eureka platform and new analytics modules: Analyze, Coach, API, Redact, and Alert. Powered by the Eureka data mining engine, the new modules are built to meet the full range of customer intelligence needs from real-time to post-contact analysis.
Each of the AI-driven analytics modules now leverage the core Eureka data processing engine that was enhanced earlier this year. By consolidating all modules onto a single platform, customers benefit from faster improvements, shared administration, and greater interoperability across the entire product suite.
“Our new analytics modules were aptly named to focus on the key pillars of engagement analytics – Analyze, Coach and Alert, plus API for data integration and Redact for security,” said Bruce McMahon, Director of Product Management at CallMiner. “Deploying all of these modules on the scalable and elastic Eureka mining platform is the culmination of our 2018 goal of a true cohesive platform concept with full product and data integration.”
With the consolidated platform, customer interaction data can now seamlessly transfer from real-time analysis in Alert to post-contact categorization and scoring in Analyze as calls are mined through a single data processing engine, saving both time and cost. In addition to speed, the scalability of the single Eureka engine provides the ability to mine data from tens of agents up to tens of thousands of agents at any given time. Data can also be extracted from or pushed to any of the modules with the real-time ingestion API, a core pillar of the CallMiner SaaS platform model.
To learn more about the comprehensive Eureka platform and analytics modules, visit the Eureka page.
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: Kate Davis | CallMiner Marketing Manager | firstname.lastname@example.org | 239-689-6463 ext. 428Back 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.