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"The speed and scale of consumer conversations can redirect entire markets"
PriceWaterhouseCoopers, January 2008"This is an age where a single disgruntled customer with a broadband connection
can ignite a crisis"The Boston Globe, July 2008
speech analytics business case
How can you listen more effectively to your customers? Recorded conversations in
contact centers are an obvious choice, but they are a largely untapped source for business intelligence. CallMiner taps into an organization’s most underutilized asset — the voice
of customers — as captured in a contact center.
Mining customer conversations, Eureka identifies customer needs, analyzes calls,
tracks behaviors, correlates causes and reports results. The resulting business intelligence can be leveraged across all aspects of an enterprise.
contact centers are an obvious choice, but they are a largely untapped source for business intelligence. CallMiner taps into an organization’s most underutilized asset — the voice
of customers — as captured in a contact center.
Mining customer conversations, Eureka identifies customer needs, analyzes calls,
tracks behaviors, correlates causes and reports results. The resulting business intelligence can be leveraged across all aspects of an enterprise.
When enterprises use speech analytics they transition contact centers into profit centers, connect the front office to the back
office, link strategy to operations and their organization to customers’ needs and preferences. Eureka automatically unlocks
valuable business data stored in all recorded calls,
by converting calls’ content to reportable data.
Business and Marketing Intelligence. Generating business intelligence is the essential focus
of CallMiner Eureka, and as result, it does not have a “specific” solution package. Eureka’s open architecture and integration layer supports the needs of the most demanding enterprises including:
a magic elixir, but it comes pretty close.
In addition to powerful and actionable business intelligence, speech analytics helps to: Reduce Costs. Increase Productivity. Improve Customer Satisfaction. Predict Behaviors. Maximize Collections. Optimize Sales & Marketing.
by converting calls’ content to reportable data.
Business and Marketing Intelligence. Generating business intelligence is the essential focus
of CallMiner Eureka, and as result, it does not have a “specific” solution package. Eureka’s open architecture and integration layer supports the needs of the most demanding enterprises including:
- Integrating with other sources of call-related data or business data for aggregated analysis
- Generating a reporting abstraction layer provides categorization, attributes, call score and
acoustic output to third-party data warehouses, analytics or business intelligence and
reporting systems - Providing a search API to allow for direct call search through third-party tools
- Customizing call categorization, business indices and reports
- Customizing reports to provide the data views of interest when standard reports are
not enough
a magic elixir, but it comes pretty close.
In addition to powerful and actionable business intelligence, speech analytics helps to: Reduce Costs. Increase Productivity. Improve Customer Satisfaction. Predict Behaviors. Maximize Collections. Optimize Sales & Marketing.