|AHT Reduction – Find long calls and high silence|
|Increase FCR – Search for repeat call language|
|Call Deflection – Retrieve and analyze short calls|
|Incident Analysis – PR issues, promo mentions|
|Dissatisfaction and escalation analysis|
|Product and service feedback|
|Search for desired and undesired behavior|
|Tag calls for future recall and review|
|Simplify review through data rich, contextual playback|
|Reduced Risk and|
|Find and analyze calls with risky language|
|Find calls lacking required language|
|Lower likelihood of fines and lawsuits|
Advanced Searching & Filtering
Highly flexible search engine for ad-hoc searching and filtering of call and chat transcripts. Can search for words, acoustic measures and metadata.
Enterprise-grade Speech Recognition & Transcription
Based on the same best of breed LVCSR speech recognition and transcription engine as Eureka Enterprise Edition.
Contextual Call Playback
Playback of call audio is synched to text transcripts. Select the words, phrases, search hits or tags and listen to the associated audio snippet.
Tagging & Commenting
Tag lists of calls or specific portions of the transcript within a call, for future recall and review. Add comments to call transcripts.
Topic Miner® Discovery Tool
Surface interesting insights and moments in transcripts with TopicMiner’s content visualization tools, including graphical tag clouds which automatically identify interesting moments in any set of calls retrieved through search.
Full PCI Redaction
CallMiner’s cloud-based analytics platform is a secure solution that is independently PCI Certified for data security and confidentiality. PCI data is fully redacted during ingestion from both text transcripts and call audio to prevent exposure of sensitive customer information.
Dedicated Online Community
Dedicated community space on Engagement Optimization, CallMiner’s thriving online community for customer engagement professionals. Connect with other members to leverage their collective knowledge and dramatically increase the value you get from speech analytics.
Simplified onboarding process and quicker time-to-ROI through turnkey integrations with popular cloud-based call recording services. Additional API-based integrations will also be supported.