Eureka Essentials
Eureka Essentials Screenshot
Eureka Essentials brings the power of speech analytics to small and medium sized single site contact centers. Eureka Essentials allows you to accurately search up to 1,000 hours per day of recorded audio, analyze acoustics, and categorize calls, all through easy to use web based applications. Out of the box capabilities allow you to get up and running quickly without lengthy services engagements. And like all our solutions, Eureka Essentials does not require significant infrastructure investments starting with a single server solution.
platform
Processes acoustics, categorizations, and
call scores (key performance indicators)
  • Categorization – analyzes call words to identify participant behaviors (politeness, dissatisfaction, repeat caller, etc) or user defined 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
Integrates with existing call recording systems
  • Integrates with all leading recording vendors
  • Support for single call center site or recording repository
  • Aggregates business data from call recorders
    • Call direction
    • Data/time
    • Location
    • Agent and agent group
    • Department or line of business
    • Customer ID
applications
Eureka Essentials 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:
Search – Simple and advance 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 ti me 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
Reports – Extensive out-of-the-box-reports
  • Predefine multi-dimensional reports with drill-down to call playback
    • Call categorization and attributes
    • Word frequency
    • Repeat calls
    • Emotional calls
    • Longest calls
  • Accessible through web portal or scheduled for email distribution
  • Export to PDF, Excel, CSV, XML, Web Archive
Lowest Total Cost of Use
  • Usable actionable data without significant infrastructure investment – starting from single server solutions to processing up to 1,000 hours of recorded conversations 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)
Fast Results
  • Out of the box capabilities deliver immediate value without lengthy services engagements
  • Benefit from libraries of existing vertically targeted categories
  • Process calls in near real-time
Precise Search
  • Understanding context provides precise results and reduces false positives
Discover the Unknown
  • Mining all the words and acoustic data allows you to discover trends and events without
    a predisposed notion of what to look for
Open and Compatible
  • Integrates seamlessly into existing recording systems
  • Calls are converted to data and stored in non-proprietary formats