Core platform & application for
speech analytics

Interaction Analytics
for the Customer Engagement Center

Eureka is the leading solution to improve contact center and enterprise performance through speech analytics. It immediately reveals insights from automated analysis of communications between you and your customers across multiple channels – including calls, chat, email, texts, social media, surveys and more.

Delivered as a cloud-based or on premise contact center monitoring solution, Eureka customer engagement analytics is transforming call center performance management with the following key capabilities:

  • Captures metadata from any source (call recorders, chat systems) and across multiple contact center sites and locations.
  • Converts customer interactions (calls, chats, emails, surveys, social) into a format for analysis.
  • Automatically evaluates every contact for sentiment/acoustics, categorization, and performance scoring.
  • Allows for free form search to find and playback contacts containing certain words and phrases or sharing other characteristics in a familiar web search user experience.
  • Allows for evaluation and comparison of performance and key metrics using data visualization.
  • Determines Root cause through auto topic analysis and automatically identifying outliers.
  • NEWAllows viewing and measuring key performance indicators across the entire omni-channel customer journey through intuitive visualization.
  • NEWProvides powerful Application Programming Interface (API) with Software Development Kit (SDK) to enable easy extract of interaction analytics data and greater speed in developing customer workflows.
  • NEWEnables manual tagging, commenting and score adjustments to supply quality monitoring and agent coaching workflows.

Insights Engine

Performance insight from speech analytics is delivered through the Eureka analyst application, which provides flexible ad-hoc analysis of your customer interactions. The powerful search and discovery features allow analysts to find and play back contact interactions containing certain words and phrases or other characteristics. Eureka also helps determine root causes through topic analysis and automatic outlier identification.

The new and improved Eureka speech analytics insights engine offers the most accurate speech recognition in the industry with capability to deliver up to 80-90% word recognition accuracy, and improved performance for low fidelity call recordings. It also offers support for over 20 languages and dialects, and other advanced speech recognition capabilities.

CallMiner Eureka Search Results

Experience these features and many more that could mark the
difference between your present and future use of analytics.

Want to get a better understanding of how
CallMiner can help your business?