The total number of customer calls CallMiner has analyzed to date:

about us

CallMiner’s vision is to make Eureka the market’s leading cloud-based conversational analytics solution for improving agent performance across contact channels. CallMiner’s go-to-market strategy for achieving this mission is to enable enterprises to improve customer-centric processes by understanding what is happening in customer interactions across all channels (voice, buzz, email, chat, etc.), integrate and structure it so that no significant exchange occurs without leaving a mark, and present it in standard terms and formats --making it easily accessible to anyone and everyone.

What’s New at CallMiner

CallMiner has focused recent product development efforts on functional enhancements that facilitate automation and enhanced analytics capabilities. They have also made available end-user configuration and management tools for content development. Five notable new product features include:

Explorer and Scorecard – automated quality scoring module based on contact category, events, behavioral and cycle measures such as politeness, empathy, emotion, agitation, hold/transfer etc. The module includes the ability to analyze and review an individual (or group's) score, compare their performance to a peer group or time frame, and drill-down to calls for any given competency.

Score Builder – is a business analysts configuration environment for editing/building custom score criteria, defining and mapping point/weight values and aggregation methods, and setting alerting thresholds for acceptable/unacceptable score ranges.

Advanced Search/Category Development – category content development and testing tools that include proximity search logic (near, before, after), ability to target location of call or speaker, and the ability to combine multiple search components together to build advanced searches or categories, using weights and thresholds.

Unified Analytics – a unified framework in which users can search, retrieve and analyze customer contacts (call, chat, survey verbatims, agent notes, etc.) and metadata.

Product Profile

Eureka is a unified analytics platform that can ingest both audio and text-based conversations for analysis within the same interface. Interactions are transformed into an indexed and tagged data representation of the conversation. When processing audio, the application performs the following processes: language and acoustic analysis, categorization based on contextual analysis of language and words, and automated call scoring.

Eureka has four main components: Discover, Search, Score Builder and Reports.

Discover is a customizable dashboard that accommodates any four reports/graphs of the user's choice, including quality monitoring reports from the new Agent Explorer and Scorecard modules. All views provide drill-through and drill-down capabilities to the underlying interactions.

Search and advanced search queries can be constructed ad hoc or by using a word wizard to ensure proper syntax and to reduce the number of false positives. Search qualifiers include logical constructs, defined phrases (words occurring in order within certain time), near (words occurring in any order within a certain time), etc. Multiple search components can be combined into a single search using weights and thresholds for more advanced matching. Searches can be saved as categories or data filters in other parts of the application and/or scheduled to run.

Score Builder is an automated scoring capability that systemically scores every agent interaction and provides end-user tools for custom scoring and scorecard development. It includes the ability to leverage any call category or available measures as a score component, assign point values, and define aggregation methods and weights for each contributing factor. Two other components of the automated QA environment – Scorecard and Agent Explorer – facilitate score analysis. Scorecard supports review and analysis of an individual agent or group score, allows definition of the relevant comparison group, and provides visibility into how an agent has performed compared to acceptable ranges, comparison group or previous time period. Agent Explorer provides visual heat maps to facilitate further analysis and comparison of scores across any dimension, identification of competencies that require coaching, and drill-down to calls or individual scorecards for any competency.