CallMiner Eureka Platform
Analyze customer interactions at the deepest levels to gain insight.
CallMiner Analyze is the customizable dashboard for your CallMiner Eureka platform. AI makes it easier for organizations to automatically score 100% of calls, chats, email and other text-based interactions, and to identify the most impactful insight for business improvement.
Speaker-separated text from speech with auto redaction for sensitive information.
Search, share, and discover right in one place.
Automated metrics that track performance and emotion over the customer journey.
CallMiner Analyze empowers businesses to produce and understand insights in the form of an executive summary derived from every customer interaction at scale. The effects of any changes and enterprise-wide impact will be visible through the system as well.
Track text and voice interactions – as well as generate insights – across multiple channels in the customer journey.
Leverage AI-driven search suggestions to enhance search, category building, and alerts – enabling insight and action across omnichannel customer interactions.
Find and retrieve voice and text-based conversations using keywords, phrases, acoustic measures and metadata, using flexible query language with wildcards and contextual timing.
Discover potential issues using word clouds, topic clusters, and frequency maps.
Gain visibility into customer experience across web, chat, social media, and telephony, mapped against customer satisfaction scores and other customizable metrics.
Playback calls, add comments, and read text-based interactions.
Gain visibility into individual and aggregate agent performance through score comparisons and heat maps.
Integrate with external business apps with the always-open API and 100% data ownership.
CallMiner Analyze was able to drill down into the recordings and transcripts and show what an agent specifically said as opposed to what was on the script. This gave us the metrics we needed to meet with agents to discuss performance objectively.
Quality and Compliance Manager, DoublePositive
CallMiner provides industry-leading call center technology to drive business performance improvement for the omnichannel contact center. Our text and speech analytics technology makes it possible to capture and analyze 100% of customer conversations via phone, email, chat, web, social, SMS, and surveys. Emotion analysis and customer journey mapping tools provide a deeper understanding the customer’s mindset, allowing organizations to optimize customer journey touchpoints and to automate customer experience journey mapping. CallMiner makes it easy to measure business performance as well as performance of individual agents and groups with customizable call center KPIs. Connecting the dots between insight and action, CallMiner helps identify areas of opportunity and improvement that can lead to superior omnichannel customer service and stronger customer relationships.