CallMiner Launches Eureka 8 with a Fully Automated Quality Solution

Eureka 8.0 transforms traditional Quality Monitoring Systems with 100% coverage, objective and immediate assessment and results complemented with easily configurable dashboards and scorecards

LONDON, BOSTON and FORT MYERS, Fla. — October 12, 2011 — CallMiner, the leader in speech analytics, today announced it has launched CallMiner Eureka 8 with a major new capability for automatic quality monitoring called AutoQM. The product is now commercially available.

Fully automating quality monitoring has been an elusive goal for contact centers. The traditional practice has been a necessary compromise – using small samples and costly labor-intensive processes. CallMiner Eureka 8 brings the ideal capability and performance to pragmatic reality. Eureka AutoQM allows 100% of contacts through any channel to be monitored automatically and immediately; compares agent and customer behaviors against standard assessment categories and proactively elevates any activity of special concern.

CallMiner Eureka presents the findings of AutoQM through easily configurable dashboards and scorecards facilitating Quality Management’s review of individual developmental needs, and providing an effective framework for agent performance coaching and process improvement.

CallMiner’s President and CEO Terry Leahy said, “Eureka 8’s new AutoQM solution has been built from customer experience and is creating strong success stories in client organizations.”

“We have focused our product development efforts on automatically producing insight from the results that are created in the text and speech analytics process. Customers want the application to automatically deliver intelligence, and in Eureka 8, we have accomplished that goal. Eureka scores 100% of customer contacts across call and text communication channels (e.g., live chat) to provide a full 360 evaluation of agents against targeted criteria; whether the agent is in customer service, sales or collections,” Leahy said.

CallMiner Eureka’s Score Builder allows quality departments to interactively create, modify and target scores to any set of contacts and for any set of competencies based on language spoken/written, acoustics such as silence or hold time, or quality metrics such as compliance, emotion, empathy, politeness, customer satisfaction and agent ownership.

CallMiner Eureka’s Agent Explorer allows for easy visual analysis and comparison of groups and agents to quickly identify performance and competencies requiring coaching.

Automatically generated Scorecards allow for the targeted evaluation of a single person or a group, across one or more scores, with the ability to compare to a peer group and to monitor trends in performance.

CallMiner’s products are optimized for flexibility in delivery models. The enterprise buyer is increasingly looking for alternatives to premise-based perpetual licensing. With CallMiner’s cloud delivery partners, CallMiner offers the enterprise the opportunity to buy products and solutions as a service, easily provisioning delivery across multiple locations, insourced and outsourced.

About CallMiner CallMiner is the market leading cloud-based solution for improving agent performance through analytics across all channels. 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 (239) 689-6463, ext. 2, or visit callminer.com.

CallMiner®, CallMiner Eureka!®, TopicMiner® and Tireless Supervisor® are registered trademarks of CallMiner, Inc.