CallMiner’s speech analytics platform offers the most flexible and comprehensible approach to capturing your customer conversations for analysis.
Capturing Customer Interactions
The first step of the process in analyzing your customers’ conversations is capturing the calls, emails, chats, or other interactions along with any associated metadata (agent ID/name, agent group, time and date, customer ID, etc), and ingesting or mining the data. The CallMiner customer interaction solutions platform supports integrations with all the leading call recorders, premise based or hosted, and text based communication systems. It also provides a standard method (programmatic interface) for integration of any data source that is not currently natively supported.
Originally designed with large enterprise deployment in mind, CallMiner Eureka can support integrations with multiple sources or “sites” of call recordings or other contacts in a single instance. These sources could be different systems, different physical locations (regional contact centers, outsourcers), and different recording or contact system vendors.
The Power of Contact Metadata
Rich contact metadata (agent, group, line of business, customer identifier, IVR path, etc.) provides you greater ability to analyze your conversations. Metadata is used to filter your searches and data visualizations, target categories and scores to certain conversation sets, compare and correlate various metrics, and identify root cause of various issues.
CallMiner Eureka supports integration of all common metadata types associated with customer contacts, with unique support for each different type of contact (call, email, chat, social), and a large number of customizable fields to meet your specific business needs. Metadata ingested does not have to be limited to that which is captured at the time of the interaction or by the contact capture system – external data that can be associated with any interaction can be ingested through post processing. For example, CRM data such as whether a sale occurred and for what dollar value can be attached to the call record within CallMiner Eureka.
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. Interceptor offered as an optional component to CallMiner Eureka.
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