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"Everyone can talk growth and opportunity.
The ability to actually provide color on large scale implementations not only gives CallMiner tremendous credibility but it also helps dispel some of the unanswered questions:
Is it real? Does it work on a large scale?
Does it add value?"Leading Speech Analytics Analyst
Eureka Enterprise
it is proven in very large deployments and scales effectively and efficiently. Across multiple platforms, contact centers and lines of business, Eureka is able to provide a single view of an entire organization.
Eureka is an independent and recorder agnostic speech analytics solution. As a result, Eureka
is flexible to support mixed environments and to grow with your organization regardless of the recording technology chosen by IT or acquired subsidiaries. This allows you to have a consistent analytical view of your customer interactions.
platform
Processes acoustics, categorizations, and
call scores (key performance indicators)
call scores (key performance indicators)
- Categorization – analyzes call words
to determine reasons for the call, product or competitors mentioned, participant behaviors, presence of procedural language, outcomes or actions, or user created categories - Language Analysis – Identify hot topics and topic dynamics based analysis of
all words - Acoustics – measures acoustic signals for call duration, silence/noise, agitation, stress and tempo
- Call scoring (Index and indicators) – calculates performance indicators per call, rolls up
indicators to aggregate indices for tracking key business performance such as customer satisfaction,
agent quality, sales performance, etc. Discover issues based on trends and anomalies in
index and indicator scores.
Aggregates business data from call recorders and
other systems, support standard and custom data mapping
both data in (calls and metadata) and
information out
- Call direction
- Data/time
- Location
- Agent and agent group
- Department or line of business
- Customer ID
- ANI/DNIS
both data in (calls and metadata) and
information out
- Integrates with all leading recording vendors
- Support for multiple site, different recorders
- Data accessibility and publication to 3rd party data warehouses and BI solutions
applications
Eureka Enterprise has easy-to-use web-based tools and reports, as well as powerful desktop tools for
more advanced ad hoc root cause analysis summarized here:
Reports – Comprehensive out-of-the-box reports
ad hoc analysis
- Predefine multi-dimensional reports with drill-down to call playback
- Call categorization and attributes
- Word frequency
- Repeat calls
- Emotional calls
- Longest calls
- Customer satisfaction
- Accessible through web portal or scheduled for email distribution
- Export to PDF, Excel, CSV, XML, Web Archive
ad hoc analysis
- Conduct ad hoc visual analysis of all data points, dimensions and measures, through easy to use drag and drop interface
- Single and cross category analysis
- Call attribute and metadata
- Acoustic measures
- Call scores (index & indicators)
- Multi-dimensional analysis leveraging color, shapes, and sizes
- Drill through to calls from any data point
Search – Simple and advanced call search
- Search for words or phrases
- Or (calls that contain any of these)
- And (calls that contain all of these)
- Close to (calls that contain all of these within a certain time frame regardless of order)
- Phrase (calls that contain these words in this order)
- Expand, refine, and reduce results set
- Filter by category or call attribute
- Return call snippets (portions of call transcription and recordings matching search criteria)
- Create categories using search definitions
- Web for easy distributi on of broad
use applications (search and reports)
to management and operators - Desktop for the power of ad hoc analysis by select business or
data analysts
Scalable
- Single server to distributed redundant architectures processing from 250 hours of calls
per day to tens of thousands of hours per day - Efficient data scaling allowing for analytics beyond the life of the call (typical configurations support 90 days worth of call search and 13 months worth of call data)
- Multi-site support, rolling up data into a single analytical view
- Supports mixed (heterogeneous) environments with multiple recording vendors
as source data providers - Lowest total cost of use – usable actionable data without significant infrastructure investment
- Calls are converted to data and stored in non-proprietary formats
- Integrates seamlessly into existing enterprise systems
- Site Manager manages multi-site and multi-recorder integration – recording system agnostic
- Integrate with other sources of call related data or business data for aggregated analysis
- Reporting abstraction layer provides categorization, attributes, call score, and acoustic output to third party data warehouses, analytics or business intelligence and reporting systems
- Search API allows for direct call search through third party tools
- Mining all the words and acoustic data allows you to discover trends and events without
a predisposed notion of what to look for
- More accurate than counting search hits
- Categories defined by multiple weighted criteria and advanced language logic
- Maximizes hits while reducing false positives
- Accuracy in categorization achieved despite reality of imperfections in speech recognition
- Automated categorization more accurate and consistent compared to manual approaches
- Benefit from libraries of existing vertically targeted categories
- Visual analysis tools and access to all captured data dimensions and measures allow
for detailed ad hoc analysis for digging beyond canned reports
- Support for custom categorization, business indices, and reports
- Call Categorization to meet specific needs and business objectives
- Measure overall performance through definition of specific business indices and contributing indicators – (customer satisfaction, agent compliance, sales performance)
- Custom reports to provide the data views of interest when standard reports are not enough