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November 05, 2019
CallMiner, the leading provider of award-winning speech and customer engagement analytics platform, Eureka, today announced its emotion detection and analysis solution for enhanced voice of the customer (VoC) insights. The new Emotion Solution Suite enables organizations using CallMiner Eureka speech analytics to quickly and accurately understand, measure, and trend human emotion in interactions between contact center agents and customers. This applies to both “after-call” interaction analysis and real-time next-best-action agent guidance.
What moves satisfaction and loyalty today is how customers feel about engaging with brands beyond the nuts and bolts of a transaction. As Forrester Research notes; “Emotion has a bigger impact on brand loyalty than effectiveness or ease in every industry.”1
Leveraging the power of emotional metrics across every conversation allows customer experience and customer service professionals to operationalize customer emotion and sentiment with more speed and accuracy than traditional methods such as intermittent surveys. Benefits of the Emotion Solution Suite include:
“Human to human interactions embody more emotional resonance than any form of digital communication”, said Rick Britt, Vice President of Artificial Intelligence at CallMiner. “Our enhanced AI-enabled emotional techniques enable CallMiner customers to identify and measure emotional beacons within contact center conversations. This provides the ability to optimize customer engagement and loyalty with compelling conversational AI confidence.”
The new Emotion Solution Suite adds graphical icons to focus attention on emotional conversation markers within real-time alerts or post-call analytics. As with all aspects of the CallMiner Eureka platform, it spans channel technology barriers by consolidating voice and text-based interactions in a single interface with support for punctuation and emoji implied sentiment. Unlike other Emotional AI, self-service modifications to machined-learned categories and scoring makes it easy for user administrators to customize CallMiner speech analytics for accuracy that’s tuned for specific customer engagement profiles.
The launch coincides with CallMiner’s annual LISTEN 2019 conference being held this week.
For Media Inquiries:
Maritza Hayes Corporate Ink for CallMiner firstname.lastname@example.org 617-969-9192
1The US Customer Experience Index, 2019, How Brands Build Loyalty with The Quality Of Their Experience, by Rick Parrish, Forrester Research Inc., – June 11, 2019Back 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.