CallMiner Eureka Platform
Analyze customer interactions at the deepest levels to gain insight.
November 03, 2016
Eureka Xchange Drives Extensibility to the Eureka Platform and Accelerates Speed to Intelligence
Waltham, MA – November 3, 2016 — CallMiner, the leading platform provider of award-winning speech and customer engagement analytics, today announces the launch of Eureka Xchange, an app exchange for its powerful Eureka 10 interaction analytics platform, as a public preview. From Eureka Xchange users can extend CallMiner Eureka with expertly crafted “categories,” search queries for automatically tagging customer interaction events relevant to their operations. These categories can be used immediately or modified to suit customer needs for rapid business insight. Eureka Xchange can be accessed from CallMiner’s online community, EngagementOptimization.com, which has become a thriving resource for Eureka users.
CallMiner Eureka users already benefit from predefined libraries of solution packs that drive faster results and ROI for customer care, collections, and sales contact centers. In addition, CallMiner Eureka connects users through a very active community, willing to help one another by posting and responding to questions, both general in nature and industry-specific, at EngagementOptimization.com.
“I have seen first-hand how collaborative CallMiner’s customers can be,” says Scott Bakken, Founder and Partner at MainTrax. “Moreover, the Xchange offers a great opportunity for Maintrax. We have developed several excellent churn models but lacked a way to introduce them to the market. With Eureka Xchange we can show potential clients the power of advanced speech analytics.”
“When you invest in CallMiner Eureka, you aren’t just getting a software tool. You are getting insights from our libraries, and you are getting the connections with countless users in the community who have already been working towards solving many of the business challenges you’re facing,” says Scott Kendrick, VP of Marketing. “Eureka Xchange allows the community to drive the extensibility of the Eureka platform toward solving specific customer engagement analytics needs. Leveraging the community will drastically increase the value organizations can get from engagement analytics, while decreasing the time to get there.”
As a preview, Eureka Xchange offers an assortment of categories – developed by CallMiner and suitable for a wide range of industries – to improve analysts’ efficiency and accelerate time to intelligence. Example categories at launch identify call openings and closings, timing objections and rebuttals, and TCPA and CFPB risks. Eureka Xchange will be expanding to allow Eureka users and CallMiner partners to share categories with other community members. The catalog of extensible components will expand to include solution packages, data visualizations, and training materials in future releases.
“The timing of this release falls nicely with new service offerings that Listening Methods is announcing this week at LISTEN 2016, says Greg Borton, CEO of Listening Methods. “We have been working on speech analytics libraries that deliver results for collections, utilities, and telecom call centers, among others. Eureka Xchange will allow us to distribute these packages with ease.”
The Eureka Xchange preview is being announced today at LISTEN 2016, CallMiner’s premiere conference for users and customer engagement professionals being held November 2-4 at the Opal Sands Hotel in Clearwater Beach, Florida.
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.
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