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CallMiner Eureka!
More Business Intelligence, and More Ways To Use It
If you want to know why customers are calling your Call Center, and how well your agents are responding to their calls, there's only one solution that can tell you everything you need to know. CallMiner Eureka! is the speech analytics solution that automatically and accurately reveals what every customer call is about - and what it means to your business. It's the only solution that:
- Analyzes all the meaningful content from 100% of Call Center calls
- Identifies customer and agent issues you weren't even aware of before
- Provides the tools to apply the intelligence it delivers
Call Content in Context, for More Complete Intelligence
Less advanced speech analytics or simple speech recognition solutions can tell you a little about what customers and agents said on their calls - or at least some of the words and phrases they spoke. But CallMiner Eureka! captures and processes complete call content, not just words, to tell you what customers and agents meant by what they said. And it does this with all of the calls that come in, not just the 1% you might be able to get through using manual call monitoring, or even the 10% that some speech analytics solutions claim to capture.
Sophisticated Call Patterning, for More Meaningful Intelligence
CallMiner Eureka! automatically maps call information into language patterns that are based on dozens of indicators such as customer satisfaction, agent politeness, acoustic stress, and call tempo. It's not unusual for CallMiner Eureka! to uncover patterns that are quite unexpected, alerting you to issues you might never know about otherwise. Patterns are combined with call metadata - everything from the length of a call and the time it came in, to relevant customer information from CRM and other enterprise systems - to accurately categorize call content and enable further discovery and analysis.
Tools for In-Depth Analysis, for More Practical Intelligence
CallMiner Eureka! doesn't just deliver unprecedented customer intelligence; it also delivers a comprehensive set of tools to assess it, analyze it, access it, and act on it.
- Eureka! Discover monitors call audio to discover potential problems.
- Eureka! Analyze identifies problems to target for corrective action.
- Eureka! Search enables ad-hoc searches to validate and fine-tune findings.
- Eureka! Report measures and reports on the success of corrective action.
When you have that kind of power to put customer intelligence to work, you have the power to effect real improvements and achieve significant ROI in every area of business, including Customer Satisfaction, Agent Quality, Sales Performance, and Marketing Effectiveness.