CallMiner Eureka Platform
Analyze customer interactions at the deepest levels to gain insight.
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Manage your agent workforce more effectively and with greater intelligence to ensure operational performance and agent satisfaction.
Gain the automation, analytics and integrations necessary to drive operational efficiency in the contact center. Visibility across customer engagement channels reduces call volume and optimize channel utilization.
Analyze customer interactions to provide automated scoring to pinpoint agent performance issues and opportunities for improvement. Choose from partially automated support for your QA teams to adopt as their needs evolve.
Encourage a culture of self-improvement with personalized coaching conversations that drive compliance, revenue and improved customer service initiatives. Support agents directly with real-time guidance and self-guided assessments.
Use automation to drive operational improvement in the contact center.
Deliver superior customer experiences by guiding agents toward contact center best practices.
Reduce attrition through improved job satisfaction by decreasing agent effort to drive better CX outcomes.
Effectively, speech analytics enabled our trainees to dial into simulated calls for a full three hours versus just 20-30 minutes with the old method. It also allowed trainees to complete dozens of calls rather than just six to eight. We’ve been able to cut the sandbox time in half while increasing the amount of actual practice time by 500%.
Quality Assurance and Compliance Manager, DoublePositive.
With CallMiner, there has been a 400% increase in frequency of feedback. In addition, insights from CallMiner brought greater consistency among our supervisors. We did regular calibrations with supervisors before speech analytics, but CallMiner uncovered inconsistencies in scoring across all supervisors that we did not have visibility into before.
Contact Center Systems Administrator, Gant Travel
CallMiner lets us enable our agents with real-time guidance to draw attention to what’s actually happening. This helps us encourage and drive active listening skills, while also guiding the agent to take appropriate action.
Contact Center Director, Kelsey-Seybold Clinic
Powered by AI and machine learning, the CallMiner platform provides automated business intelligence to deliver deeper brand insights and drive product development and innovation. CallMiner makes it possible to capture, analyze, and score 100% of voice and text-based conversations with customers, revealing meaningful insight to enhance brand management and product development strategy. By analyzing interactions at the deepest level, CallMiner’s brand experience software enhances brand listening to gauge campaign responses, measure competitive strengths and weaknesses, and improve brand crisis management with a quantified view of customer brand sentiment. In the product innovation process, CallMiner serves as an always-on customer focus study, delivering real-time insight into customer preferences and demands. From cosmetics and clothing to electronics and software product development, CallMiner empowers product teams to understand customer conversations with root-cause analysis, producing intelligence that can transform product service and experience and guide the product management roadmap.