Eureka Analyze is a cloud-based customer engagement analytics solution that leverages AI and machine learning to deliver intelligence-at-scale from the voice of your customers and to foster a culture of data driven optimization and compliance.

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

Transcribe


Speech to Text Insight
Speaker Separated
Auto Redaction

Categorize


Expansive Identification
Packaged Focus
Self-Tunable

Score


Performance & Sentiment
Automated Metrics
Journey-Based

  • 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.

    Jonty Pierce
    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.

  • Automatically scores performance and sentiment
  • Scoring customizable to specific business objectives
  • Transcribed content tagged with contextual relationship

  • Conversation reasons including behaviors, outcomes, competitors and more
  • Configurable for specific call characteristics
  • Machine learning feedback to contextually tune categories

  • Objectively score 100% of agent interactions
  • Drive more powerful, fact-based coaching
  • Reduce agent turnover and onboarding time

  • Eliminate cumbersome manual monitoring processes
  • Diagnose the root causes of inefficient call handling
  • Increase first call resolution

  • Measure the effectiveness of sales pitches
  • Better understand how your agents sell and how often
  • Correlate behaviors on contact

Automated Scoring

  • Automatically scores performance and sentiment
  • Scoring customizable to specific business objectives
  • Transcribed content tagged with contextual relationship

Rich Categorization

  • Conversation reasons including behaviors, outcomes, competitors and more
  • Configurable for specific call characteristics
  • Machine learning feedback to contextually tune categories

Secure Sharing

  • Objectively score 100% of agent interactions
  • Drive more powerful, fact-based coaching
  • Reduce agent turnover and onboarding time

Discover Emerging Issues

  • Eliminate cumbersome manual monitoring processes
  • Diagnose the root causes of inefficient call handling
  • Increase first call resolution

Multichannel Expansive

  • Measure the effectiveness of sales pitches
  • Better understand how your agents sell and how often
  • Correlate behaviors on contact

Key Features

Organic Discovery

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.

Customer Journey

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.

Agent Performance

The Agent Explorer gives visibility into individual and aggregate agent performance through score comparisons and heat maps

Data Visualization

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.

Product Comparison

Eureka Analyze comes in two flavors: Starter for basic search and discovery and Enterprise for advanced multichannel analytics and performance management.

Starter Enterprise
Pre-Built Content
Solution Pack    
Access to Xchange    
Free-Form Search
Metadata & Acoustic    
Filtering    
Word/Phrase/Boolean    
Save, Subscribe, Export    
Search    
Manual Tagging    
Category Filtering    
Proximity/Advanced    
Operators    
Chart View    
Inline Playback
Call Player with Transcript    
Call Scorecard    
Customer Journey    
Data Visualizations
Dashboard    
TopicMiner®    
Agent Explorer    
Custom Configurations
Category Builder    
Score Builder    
Advanced System Admin    
API’s    

Interested in Starter?

Learn More

We’ve grouped bellow additional pieces of content relevant to Analyze. Enjoy!

Intro to Eureka Analyze
Eureka Analyze datasheet

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