- speech analytics business value
- view demos
- cost & efficiencies
- collections
- sales & revenue
- marketing
- customer retention
- agent productivity
- customer satisfaction
- procedural compliance
- excellence awards
- customers speak
CallMiner: By the Numbers (text version)
An organization’s greatest asset is its customers.
Today, executives are more motivated than ever to listen to their customers.
How can you listen more effectively? Recorded calls in contact centers are an obvious choice, but they remain a largely untapped source for business intelligence data.
It’s simply not feasible or reasonable to manually listen to all calls … and the reverse is also true: making decisions on a small sample of calls is risky and can be detrimental.
CallMiner taps into an organization’s most underutilized asset – the actual voice of their customers as captured in a contact center.
CallMiner Eureka is the only speech analytics solution that analyzes 100% of all recorded customer conversations without listening to 100% of calls. The resulting business intelligence is leveraged across all aspects of an enterprise.
Who uses Eureka? Organizations that care about improving customer satisfaction, customer retention, sales and marketing effectiveness, agent productivity, and contact center effi ciency.
Eureka identifies customer needs, analyzes calls, tracks behaviors, correlates causes and reports results.
Speech Analytics is the science of understanding customer conversations. As a rigorous discipline, three methodologies must be employed for a solution to be complete: categorization, search and discover.
Call categorization is the foundation of speech analytics. Using every word spoken, Eureka identifi es reasons for the call, mentions of products and or competitors, participant behaviors, procedural compliance and outcomes of every call.
Another critical element of speech analytics is the ability to search. Eureka conducts simple or complex word and phrase searches, identifi es related calls and returns a text and audio snippet of the exact location where the search terms are found.
Finally, Eureka allows you to discover what is happening within your customer conversations without a predisposed notion of what to look for. Powerful tools and reports uncover trends and events, tracking call indicators and occurrence and coincidence of words and phrases for a given set of calls.
Eureka has easy-to-use web-based tools and reports, as well as powerful desktop tools for more advanced ad-hoc root cause analysis.
Implementing Eureka is easy and organizations realize value from day one.
CallMiner’s experienced services team provides rapid deployment in a phased implementation approach.
Sometimes you don’t know what you don’t know. By processing all call content Eureka uncovers unknown and relevant business intelligence.
With Eureka, enterprises get a single view of the big picture in near real time, generating highly useful and impactful business intelligence.
CallMiner is the leader in enterprise speech analytics solutions.
Eureka is making a significant difference for some of the largest Fortune 500 companies, as well as for one of the world’s largest financial institutions and largest contact centers in North America.
CallMiner has offices throughout the U.S. and the U.K.
CallMiner Eureka transitions call centers into profit centers, connects the front office to the back office, links strategy to operations and entire organizations to their customers’ needs and preferences.
CallMiner Eureka: It’s scalable and it’s enterprise-proven.
For more information on CallMiner Eureka, specific benefits and ROI by industry, or to schedule a meeting with a CallMiner sales director, please follow these links.
Today, executives are more motivated than ever to listen to their customers.
How can you listen more effectively? Recorded calls in contact centers are an obvious choice, but they remain a largely untapped source for business intelligence data.
It’s simply not feasible or reasonable to manually listen to all calls … and the reverse is also true: making decisions on a small sample of calls is risky and can be detrimental.
CallMiner taps into an organization’s most underutilized asset – the actual voice of their customers as captured in a contact center.
CallMiner Eureka is the only speech analytics solution that analyzes 100% of all recorded customer conversations without listening to 100% of calls. The resulting business intelligence is leveraged across all aspects of an enterprise.
Who uses Eureka? Organizations that care about improving customer satisfaction, customer retention, sales and marketing effectiveness, agent productivity, and contact center effi ciency.
Eureka identifies customer needs, analyzes calls, tracks behaviors, correlates causes and reports results.
Speech Analytics is the science of understanding customer conversations. As a rigorous discipline, three methodologies must be employed for a solution to be complete: categorization, search and discover.
Call categorization is the foundation of speech analytics. Using every word spoken, Eureka identifi es reasons for the call, mentions of products and or competitors, participant behaviors, procedural compliance and outcomes of every call.
Another critical element of speech analytics is the ability to search. Eureka conducts simple or complex word and phrase searches, identifi es related calls and returns a text and audio snippet of the exact location where the search terms are found.
Finally, Eureka allows you to discover what is happening within your customer conversations without a predisposed notion of what to look for. Powerful tools and reports uncover trends and events, tracking call indicators and occurrence and coincidence of words and phrases for a given set of calls.
Eureka has easy-to-use web-based tools and reports, as well as powerful desktop tools for more advanced ad-hoc root cause analysis.
Implementing Eureka is easy and organizations realize value from day one.
CallMiner’s experienced services team provides rapid deployment in a phased implementation approach.
Sometimes you don’t know what you don’t know. By processing all call content Eureka uncovers unknown and relevant business intelligence.
With Eureka, enterprises get a single view of the big picture in near real time, generating highly useful and impactful business intelligence.
CallMiner is the leader in enterprise speech analytics solutions.
Eureka is making a significant difference for some of the largest Fortune 500 companies, as well as for one of the world’s largest financial institutions and largest contact centers in North America.
CallMiner has offices throughout the U.S. and the U.K.
CallMiner Eureka transitions call centers into profit centers, connects the front office to the back office, links strategy to operations and entire organizations to their customers’ needs and preferences.
CallMiner Eureka: It’s scalable and it’s enterprise-proven.
For more information on CallMiner Eureka, specific benefits and ROI by industry, or to schedule a meeting with a CallMiner sales director, please follow these links.