CallMiner – Eureka Customer Engagement Platform

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 Eureka Customer Engagement Platform

CallMiner Eureka is a SaaS-based, customer engagement and speech 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 Customer Service Monitoring and Recording
  • Contact Center Workforce Management
  • Cloud Contact Center Solutions
  • Call Center Employment Assessment
  • CIM and Customer Care Resources
  • Multichannel Call Center Software
  • Performance Management
  • Contact Center Customer Analytics
  • Unified Communications
  • Customer Experience Feedback and Analysis
  • Workforce Optimization