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:
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.
Experience these feature and many more that could mark the
difference between your present and future use of analytics.
For customers with time-sensitive analytical needs, CallMiner offers high speed post-call processing as an additional service. Eureka Express Mining enables phone calls to be mined and analyzed in record time, often mere minutes after a contact has been completed.
With proven results, Eureka Express Mining can return complex categorization and scoring results faster than any other speech analytics system on the market today.
As speed to intelligence rapidly becomes a more critical use case, Express Mining can benefit companies across a wide range of scenarios:
Follow up with “hot” sales leads as quickly as possible – crucial to closing new business and generating additional revenue.
Ensure that all requirements of a good appointment are being correctly captured. If critical information is missed or overlooked, prevent unnecessary truck rolls with timely customer follow ups.
Reduce liability exposure by taking immediate action on any legal threats. De-escalate situations that might otherwise spiral out of control.
CallMiner Interceptor offers an alternative approach to capturing calls if you do not currently have call recording, your recordings are unavailable (for example if captured by an outsourcer), or if you are looking for improved analytical accuracy. CallMiner Interceptor is a session recorder, capturing voice data packets either within the telecommunications network or your enterprise network.
The recordings are significantly higher quality audio, not suffering from high and multiple levels of compression experienced in traditional premise based recorders. Interceptor captures calls speaker separated such that the agent side of the conversation and customer side of the conversation can be searched, analyzed, and categorized independently when desired for improved analytical results.