Whitepaper
Why CallMiner?
See how we help you translate customer insights into business value.
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CallMiner Eureka makes it possible to analyze 100% of customer conversations and turn those insights into transformational business change. No other platform delivers the tools and capabilities to drive enterprise-wide value.
Analyze interactions at the deepest levels, interpreting nuance and identifying patterns and traits that shed light on new areas of opportunity.
AI and ML-powered analytics that correlate text-based and audio interactions, even when channels are not integrated.
Connect the dots between human understanding and the tangible action required to turn it into business improvement.
With our turnkey integrations and automation, the Eureka platform provides the insights that matters most, quicker than any other solution on the market with these value-added benefits:
Pre-built analytics content that maximize the ability to automatically mine critical insights of a particular business use case while minimizing the time, effort, and cost to uncover insights
Multiple language support for transcription, redaction, and speech analysis
Clearly identify both participants in your conversations – even when sourced from mono recordings – to analyze and understand customer engagement and agent effectiveness
Intensive, personalized analyst training program
Step-by-step guides for achieving ROI
Enthusiastic CallMiner user community contributing crowdsourced support and innovation
Discover what matters most with omnichannel customer journey mapping that scores performance, tags transcriptions with sentiment and emotion, and delivers customer insights that drive business growth.
Improve customer experience and agent performance with automated scoring, data-based feedback, and progress monitoring.
Gain immediate awareness of next-best actions to turn around a negative customer experience and reduce risk for fines or legal action – all driven by powerful AI and ML capabilities.
Equip analysts with AI-driven tools like automatic category creation, contact summarization, natural-language discovery and trend identification.
See and share the story your data tells with an interactive, easy-to-use interface that makes it easier to drill down into the detail of a single agent or customer, and visually connects the dots between insight and action.
Extract the value of conversation analytics without exposing private customer information.
A full-featured recorder delivers live monitoring and instantaneous playback using features like high-quality stereo to drive improved transcription and analytics.
Empower front-line customer agents and their managers with screen recordings made during customer interactions to drive robust insight into agent effectiveness. Help customer-facing teams gain more visibility into every aspect of the agent and customer interaction to improve CX.
Pre-built, customizable scores, indicators and other analytics maximizes your ability to gain critical business insights while minimizing time, effort and cost.
Empower front-line customer agents and their managers with screen recordings made during customer interactions to drive robust insight into agent effectiveness. Help customer-facing teams gain more visibility into every aspect of the agent and customer interaction to improve CX.
CallMiner Eureka analyzes every voice and text-based interaction at the deepest levels, interpreting nuance and identifying patterns and traits that shed light on new areas of opportunity. Automated performance scoring, emotion metrics, and AI-driven topic discovery compels action and improvement within and beyond the contact center.
Rich behavioral insight based on what was expressed and how it was said so every interaction delivers source-of-truth confidence.
Real-time and post-interaction automated scoring, frontline coaching, and organization awareness bridges the insight-to-action gap.
Automated sensitive data redaction within a PCI-certified hosted model ensures omnichannel security for every organization.
