Customer Journey Analytics
Span Touchpoints
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
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.
Automated Scoring
Rich Categorization
Secure Sharing
Discover Emerging Issues
Multichannel Expansive
Key Features

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.

Organic Discovery
The TopicMiner 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.

Omnichannel Analytics
Omnichannel Analytics delivers AI-powered conversational context, scored text and voice interactions, and insights across multiple channels in the customer journey.

AI-Driven Search & Category Building
Illuminate™ provides AI-driven search suggestions to enhance search, category building, and alerts – enabling insight and action across omnichannel customer interactions.
View the data sheet
