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Next Generation of Speech Analytics
CallMiner Eureka! represents the next stage in the evolution of speech analytics technology. CallMiner Eureka! empowers you to discover the meaning of every call - its content, context, intent, and outcome - instead of merely finding certain phrases or words that were spoken. Until now, no Call Center analytics solution could take you so far beyond simple speech recognition or word categorization. CallMiner Eureka! rewards you with a complete understanding of the customer issues and concerns reflected in the Call Center and the quality of the agent responses to them.
Extracting All the Meaningful Content From Calls
CallMiner Eureka! is the only speech analytics solution to recognize and process all of the content in calls - speech, acoustics, and metadata. CallMiner Eureka! reveals what words were spoken, when, and how frequently. Then it goes a step further to measure the acoustic characteristics of the call, such as:
- Tempo, or the pace at which people spoke
- Stress, or the physical stress in their voices
- Silences, or periods of non-speech
CallMiner Eureka! also takes into account call metadata, or contextual information for the call. This includes not only information captured by CallMiner Eureka! such as the length of the call and the word count, but also information from other relevant sources, such as:
- CTI systems (ANI, DNIS, Agent ID)
- CRM systems (Customer ID)
- ERP systems (Purchase history)
All of this information is critical to fully understanding what a call was about, and not just what was said.
Capturing 100% of Calls, Quickly and Cost-Effectively
Processing all Call Center calls is infinitely preferable to processing a small sampling, which may or may not accurately reflect the big picture of Call Center activity at any given time. But until CallMiner Eureka! was introduced, processing all calls was a daunting prospect - far too costly and time-consuming to be practical. Now, CallMiner's Virtual Server Room (VSR) deployment platform offers the scalability and speed that's needed to mine all Call Center calls, regardless of how many calls come in. VSR enables:
- Nearly infinite linear scaling, through advanced processing techniques and dynamic server-workload balancing
- Processing of more than 1000 hours of audio a day on a single server
- Integration with any speech analytics engine or engines
- Improved signal analysis for detection of quality, acoustics, and language
CallMiner Eureka! also searches and processes call data far more rapidly than other speech analytics solutions, with the ability to search 100,000 hours of audio in three seconds.
Accurately Revealing What Every Call Is About - and Why It Matters
CallMiner Eureka! automatically maps all the information it collects from calls into language patterns that accurately reveal the content, context, and intent of every call. This involves a two-level process of speech recognition that first identifies nuggets of speech and acoustic data - such as words, phrases, silences, and stress levels - that reveal what is going on in a call. Then it analyzes these nuggets to construct patterns of meaning. These language patterns are based on a number of different indicators of call qualities, such as Customer Satisfaction and Competitive Language on the customer side, Politeness and Cross-Upsell Language on the agent's side. CallMiner Eureka! uses criteria determined by the customer to weight each indicator's contribution to an overall index of Customer Satisfaction, Agent Quality, Sales Performance, and Marketing Effectiveness - and to categorize calls accordingly.