CallMiner
– Coach
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 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