Customer Journey Analytics
How it Works
Analyze is the analytics workbench for the CallMiner Eureka platform. Analyze presents scored performance, transcriptions tagged with sentiment, search and share, topic discovery and multichannel customer journey mapping
Speech to Text Insight
Performance & Sentiment
“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. CallMiner was singled out for its user-friendliness and robust in-depth analysis of customer interactions and agent performance, which provides management with excellent insight into what is happening in their contact center every day.
Call Editor, Centre Helper
How it Helps
Customer engagement analytics helps you to quickly and easily sift through and analyze the massive volumes of data captured in your customer interactions to drive customer experience, risk mitigation, and contact center performance.
Discover Emerging Issues
Free Form Search
The highly flexible proximity-based search query language makes it easy to find and retrieve contacts using keywords, phrases, acoustic measures and call metadata.
The TopicMiner&rade; discovery tool helps you to explore your customer interactions for potential issues using word clouds, topic clusters and frequency maps.
Automated Call Scoring
The ScoreBuilder tool enables you to configure automated call scoring based upon your specific evaluation methodology and performance criteria.
The journey map displays the complete timeline of a customer’s interactions across web, chat, social media and telephony to give visibility into their experience.
Contact Detail View
The Contact Detail View makes it easy to playback calls with the ability to add comments. Text based interactions are also accessed in this view.
The Agent Explorer gives visibility into individual and aggregate agent performance through score comparisons and heat maps
The personalized analytics Dashboards and Scorecards highlight trends in key KPIs such as performance and sentiment which can drive insight-based awareness and action. And the robust API enables integration with external business apps and visualization tools.
Omnichannel Analytics delivers AI-powered conversational context, scored text and voice interactions, and insights across multiple channels in the customer journey.