CallMiner Eureka Platform
Analyze customer interactions at the deepest levels to gain insight.
March 19, 2019
Capture technology offers instant, stereo audio acquisition with massive scalability for increased visibility to every contact center conversation
ORLANDO, Fla. – March 18, 2019 – CallMiner, the provider of award-winning speech and customer engagement analytics platform, Eureka, today released the latest addition to its expanding product portfolio at Enterprise Connect 2019 — Eureka Capture. Capture acquires high-fidelity audio in real-time providing a foundation for faster, secure, and more accurate insight and intelligence from contact center interactions.
With dual-channel audio, contact centers can rely on accurate transcription from both the customer and the agent to enable speech analytics use cases that consider the Voice of the Customer (VoC) and the Voice of the Employee (VoE). Hi-fidelity contact center audio accurately drives in-the-moment customer experience alerts and supports more effective agent performance measurement. With Eureka Capture, audio is never written to disk and is available instantaneously for immediate presentation, analytics, and real-time alerting or guidance, regardless of call volume to offer maximum scalability options.
“The Voice of the Customer, freely expressed every day in contact center conversations, is the heart of the customer experience journey. With the increasing number of companies that now compete on customer experience, it’s essential that they can capture that voice in the fastest, most accurate, and secure way,” said Adam Walton, Chief Operating Officer at CallMiner. “That’s where Eureka Capture comes into play, by securely routing real-time, high fidelity contact center audio to the Eureka platform, fueling the AI-driven insight needed to make customer and employee-facing decisions.”
With its ability to harness data without storage, consumers benefit from optimized security in compliance with Payment Card Industry (PCI) Data Security Standards. Also, with real-time redaction complemented by TLS 1.2 encryption for audio and metadata protection, sensitive data is immediately eliminated for multi-channel security.
Eureka Capture simplifies integration with call center infrastructures. Those with existing systems in place do not need to worry about redesign or replacements as it harmoniously co-exists with legacy call recording. Combined with its adaptability to a range of telephony environments through IP and Session Initiation Protocol Recording (SIPREC) support, the solution features self-configurable, premise-based installation capabilities for comprehensive, universal application across the industry.
For more information about CallMiner Eureka Capture, visit callminer.com/products/capture.
CallMiner empowers organizations of any size to extract and take action on intelligence from customer interactions, for improving customer experience, sales, marketing, compliance, and agent and customer engagement center performance. Highlighted by multiple customer achievement awards, including eight Speech Technology implementation awards in the past six years. Visit callminer.com for more information.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.