CallMiner – Eureka Conversation Analytics Platform

About CallMiner

CallMiner is the global leader in conversation analytics to drive business performance improvement. Powered by artificial intelligence and machine learning, CallMiner delivers the industry’s most comprehensive platform to analyze omnichannel customer interactions at scale, allowing organizations to interpret sentiment and identify patterns to reveal deep understanding from every conversation. By connecting the dots between insights and action, CallMiner enables companies to identify areas of opportunity to drive business improvement, growth and transformational change more effectively than ever before. CallMiner is trusted by the world’s leading organizations across retail, financial services, healthcare and insurance, travel and hospitality, and more.

About Eureka Conversation Analytics Platform

CallMiner Eureka is a SaaS-based, conversation analytics platform that leverages AI and machine learning to capture, transcribe and reveal insight from 100% of your customer interactions. Automated scoring with sentiment analysis and sensitive data redaction creates awareness at scale with evidence to more effectively drive customer experience, contact center optimization, sale effectiveness and risk mitigation performance.

• Performance Management
  • Provide Performance Management Scorecard
  • Implement targets to groups/functions
  • Compare employee performance against peers
  • Link Objectives to targets/rewards
  • Help identify strengths and weaknesses
  • Track individuals training requirement
  • Link specific areas of skill development
  • Reward and incentive solution
  • Gamification

• Training and Coaching
  • agent coaching
  • elearning

• Workforce Optimizaton Suite
  • Workforce Optimizaton Suite

• Quality Monitoring
  • Real-time monitoring of voice and screen
  • Speech Analytics
  • Analytics based on keywords or phrases
  • Search for call on Ad hoc basis

• BPO
  • Inbound
  • Outbound
  • Blended
  • BPO Chat
  • BPO Email

• Number of Agents
  • 1 - 50 Agents
  • 51 - 150 Agents
  • 151 - 250 Agents
  • 251 - 500 Agents
  • 501 - 1000 Agents
  • Over 1000 Agents

Directory Categories

• Call Center Agent Monitoring Software
• Contact Center Workforce Management
• Cloud Contact Center Solutions
• Employee Assessment
• Customer Interaction Management - Find Customer Care Resources
• Multichannel and Omnichannel Call Center
• Performance Management
• Data Analytics
• Unified Communications
• Customer Experience Feedback and Analysis
• Workforce Optimization