Speech Analytics Software
Done Right
How it Works
The Eureka engagement analytics platform transforms the Voice of Your Customers and Agents into operational intelligence at scale with automated performance and sentiment scoring, topic discovery and trend presentation.
Speech to Text
Accurate Call Transcription
Speaker Separated Audio
Customer & Agent Sentiment
Secure
PCI Redacted Audio & Transcript
Modular
Application Platform
Packaged Solutions
API Customizable
“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
Insights from the contact center are a unique resource for realizing the
key drivers of satisfaction, loyalty and compliance verification.
Some examples of where Engagement Analytics innovation delivers remarkable results include:
Customer Experience
- Customer Effort
- Customer Sentiment
- Agent Attitude
- Topic Discovery
- Journey Mapping
- Churn Prediction
Agent Performance
- Automated Scoring
- Targeted Coaching
- Role-based Views
- Agent Sentiment
- Agent Retention
Contact Center
- Silence Reduction
- First Call resolution
- Call Deflection
- IVR Optimization
- AHT Reduction
CX Management
- Sensitive Data Redact
- Script Compliance
- PCI Conformity
- Fraud Identification
- Risky Language
Collections
- Revenue Optimization
- Collector Effectiveness
- Collections Objections
- Payment
- Negotiations / Compliance
Sales Optimization
- Sales Flow Analysis
- Upsell Offer Rates
- Sales Lead Scoring
- Sales Effectiveness
- Marketing Effectiveness
Unique CallMiner Eureka Value
Velocity
Turnkey Integrations, packaged content and self-serve customization enable fastest time-to-value
Agility
Open API and artificial intelligence enables agile solutions, flexible integration and predictive modeling
Results
ROI via automation, Playbooks, exceptional support and innovation from a collaborative community
Product Suite
Core Applications
Analytics workbench, transcriptions with sentiment, scoring presentation, graphical trends, customer journey mapping
Supervisor/Agent Dashboards/ agent scorecards, direct performance feedback, action assignment & follow-up
Hi-fidelity speaker separated audio acquisition in real-time for more accurate speech analytics
Acquire audio without call recording, metadata integration, customize presentation within existing systems
ADDITIONAL MODULES
Speaker Separation
Converter for splitting mono audio files into speaker separated audio for improved analytics
Solution Packs
Pre-built use cases and topic based content for rapid time to value
Language Packs
Alternate languages for transcription, redaction and speech analysis
Accelerator
Intensive, personalized analyst training program
Learn More
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