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CallMiner’s Eureka Xchange named in the Top 10 Contact Centre Technologies of 2017

May 31, 2017

The Eureka platform was recognized for its collaboration and co-creation advantages

Waltham, MA, May 31, 2017 – CallMiner, a leader in speech and customer engagement analytics, announced today that Eureka Xchange, the speech analytics industry’s first open application exchange, has been named as one of the Top 10 Contact Centre Technologies of 2017. The Awards, run annually by Call Centre Helper, recognize the best contact center technologies available globally. The Top 10 is created by customer votes, making these the most impartial of all the contact center technology awards. Eureka Xchange was recognized for the significant collaboration and co-creation advantages provided to Eureka customers.

Eureka Xchange can be accessed from CallMiner’s online community, CallMiner Customer Connect and provides users of CallMiner Eureka access to download new analytics categories – search queries for automatically tagging customer interactions for various behaviors, events or characteristics. This enables the CallMiner Eureka user community to benefit from a category that can assist productivity improvement, without the need, cost, or complexity of developing the category themselves. These categories can be used immediately or modified to suit customer needs for rapid business insight.

Jonty Pearce, Editor of Call Centre Helper, said: “These awards are voted on by real-life contact centers that are using the technology, rather than selected by a panel of ‘experts’. The detailed comments made by those that voted for CallMiner, clearly show what customers love about the technology. In addition to Eureka Xchange, CallMiner was singled out for its excellent training videos, great API and the ability for customers to vote on new ideas.”

Today, Eureka Xchange features categories built by CallMiner analysts but will expand to feature categories built, modified and shared by CallMiner partners and customers. This radical, ‘open source’ approach to customer engagement analytics can dramatically improve the speed to intelligence. It breaks the mold of the professional services-laden approach to configuration and customization that other speech analytics providers typically require. Leveraging crowd-sourcing concepts, the combined, collective knowledge of users also provides invaluable analytical insight that can be used to optimize customer experience and drive better contact center operational performance.

One of the customers that voted for Eureka Xchange, said: “The platform is tailored toward helping us to meet consumers’ needs. It specifically addresses areas in calls that we may want to monitor and track for reporting purposes. CallMiner is always open to feedback and suggestions, as well as to adding more content for us. Eureka Xchange extends the Eureka platform and serves as a launch pad to realizing further gains.”

“We are honored that our customers’ passion for this technology helped us secure a place among the top 10 call center technologies in 2017. Our suite of Eureka speech analytics products, including the Xchange, was created out of CallMiner’s deep rooted philosophy that highly impactful, engagement optimization solutions start with a platform that is user friendly, intuitive in design, highly customizable and promotes low TCO user independence,” says Terry Leahy, CallMiner CEO.

CallMiner, Inc. 200 West Avenue, Waltham, MA 02451  (781) 547-5690 | (781) 547-5889 (fax)  Engagement Optimization

The full information on Call Centre Helper 2017 Top 10 Contact Centre Technologies can be found here:

About CallMiner 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.

Media Contact: Maureen Szlemp | CallMiner Marketing Director | | 319-573-3312.

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