CallMiner – Coach

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 Coach

Eureka Coach is a cloud-based direct performance feedback solution that leverages automated linguistic/acoustic analysis and performance scoring to improve agent quality through individualized feedback and coaching. Eureka Coach encourages a culture of performance optimization with speech analytics insight from every call, targeted guidance and agent self-improvement.

Role-based dashboards with automated performance scoring make it easy for supervisors to identify coaching moments and for agents to view their performance with drill down detail. Alerts notify agents for guidance with annotated call examples.

  • 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
    • Implement targets to groups/functions
    • Compare employee performance against peers
    • Help identify strengths and weaknesses
    • Track individuals training requirement
  • Quality Monitoring
    • Real-time monitoring of voice and screen
    • Speech Analytics
    • Analytics based on keywords or phrases
  • Language Capabilities
    • Multi Language Capabilities
    • Multi Lingual text analysis
  • 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
  • Cloud Contact Center Solutions
  • Performance Management
  • Workforce Optimization