CallMiner – Alert

About CallMiner

CallMiner’s mission is to help companies automate the overwhelming process of extracting insight from phone calls, chats, emails and social media to dramatically improve customer service and sales, reduce the cost of service delivery, mitigate risk, and identify areas for process and product improvement. CallMiner’s market leading cloud-based interaction analytics platform Eureka automatically analyzes contacts across all communication channels: calls, chats, emails, SMS, surveys and social. Over 2 billion hours of conversations are mined per year to improve contact center performance and gather key business intelligence by automating their ability to listen to every customer interaction.

About Alert

Eureka Alert takes advantage of IP-enabled environments to capture speaker separated audio in real-time. Alerts generated from securely redacted transcribed data are delivered while a call is in progress and available via REST-based API for insight and action. Alert takes advantage of SIPREC-enabled environments and other solutions to capture speaker separated audio with call recording. Alerts generated from securely redacted transcribed data are immediately available via REST-based API for insight and action.

  • Analtyics
    • Desktop Analytics
    • Big Data Analytics
    • Data Driven Design
  • Voice of the Customer
    • Voice of the employee
    • Customer Journey mapping
    • Enterprise feedback management
  • Performance Management
    • Provide Performance Management Scorecard
    • Compare employee performance against peers
    • Help identify strengths and weaknesses
    • Link specific areas of skill development
    • Gamification
  • Training and Coaching
    • agent coaching
  • Quality Monitoring
    • Real-time monitoring of voice and screen
    • Speech Analytics
    • Analytics based on keywords or phrases
    • Integrated Reporting
  • Language Capabilities
    • Multi Language Capabilities
    • Multi-Language Translation Services
    • Multi Lingual text analysis
  • BPO
    • Virtual agent recruitment/staffing
  • Number of Agents
    • 1 - 50 Agents
    • 51 - 150 Agents
    • 151 - 250 Agents
    • 251 - 500 Agents
    • 501 - 1000 Agents
    • Over 1000 Agents

Directory Categories

  • Cloud Contact Center Solutions
  • Contact Center Customer Analytics
  • Workforce Optimization