New CallMiner Eureka Platform Improves the User Experience and Speeds Time to Customer Insights

CallMiner Eureka Fall 2015 unveiled at LISTEN 2015, CallMiner’s seventh annual conference for customer engagement professionals.

Boston, MA – Nov 2, 2015 – CallMiner, rated first in customer satisfaction for interaction analytics, demonstrated the latest release of its flagship product, Eureka, to a sold out user conference. The Eureka Fall 2015 release includes enhancements in user experience design, customer journey visualization, root cause analysis, and agent performance management workflows. New and improved capabilities of Eureka Fall 2015 will further accelerate the speed at which organizations can gain the intelligence required to boost contact center performance and deliver better customer experiences, leading to increased revenue, compliance, and efficiencies.

Eureka Fall 2015 has a significantly enhanced user interface, with a focus on ease of use and a responsive design optimized for a broader range of devices. The new application represents CallMiner’s platform for future development and will allow for an increased speed to market as CallMiner continues to evolve and expand its product line to support the changing demands of customer engagement centers and omni-channel customer journey analytics.

“I am impressed with all the new features of the CallMiner Eureka Fall 2015 release. We will be able to instantly capture our findings and run with them,” says Joe Paiva, Business Analyst, Speech Analytics Solutions at EOS USA. “The data visualization enhancements will allow us to understand what’s in our data more easily and extract insights faster. This, coupled with the semantic search capability introduced last year, demonstrates that CallMiner really does listen to its clients – and works fast to make improvements. I can’t wait to get the Eureka Fall 2015 release implemented,” Paiva continues.

Eureka Fall 2015 includes several functional enhancements.

Search & Interaction Analytics Improved search suggestions reduce effort to find contacts of interest. Specialized tools for the categorization of interactions further simplify the creation of solutions that target specific business objectives. New views in automated topic discovery improve root cause analysis.

Agent Performance Management More intuitive automated quality monitoring forms simplify the creation of agent scorecards. Scorecards are present for every interaction and an improved interaction details view, or call player, expedites performance review. Manual tagging features, commenting and manual score adjustments support quality monitoring and agent coaching workflows.

Customer Journey Analysis Customer engagement professionals and quality analysts can view and measure various key performance indicators across the entire omni-channel customer journey through a new intuitive visualization.

Data Interoperability A more powerful Application Programmable Interface (API) with an improved Software Development Kit (SDK) enables customer and third party solution providers to easily extract interaction analytics data for greater flexibility and speed in developing custom workflows to solve specific business challenges.

Fast-Track™ & Improved Administration New administration tools give customers greater control over the configuration of CallMiner Eureka, further reducing dependency on professional services. Fast-Track, CallMiner’s accelerated delivery model, gets customers up and running within days or hours.

“In our Fall 2015 Release we continue with our themes of delivering powerful features to our customers which are simple to use, require very few services to deliver and expand on our ability to provide the fastest speed-to-intelligence in the industry,” said CallMiner CEO Terry Leahy. “We are an organization which passionately believes that customer interaction analytics products should have highly intuitive visualization functionality and capabilities that are customer configurable and work right out of the box. We are excited about this release and proud to continue providing thought leadership to the entire industry.”

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 enabled by insight and feedback in real-time, they can dramatically improve the rate and speed 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, CallMiner has consistently ranked number one in customer satisfaction, including surveys conducted by DMG Consulting and Ovum. For more information, please contact CallMiner at (781) 547-5666, or visit callminer.com.