Product Overview: CallMiner Eureka
The CallMiner Eureka platform is a comprehensive conversation analytics solution designed to capture, analyze, and understand the voice of your customers across all interaction channels. Developed over two decades of innovation, Eureka stands as the industry’s most advanced platform for analyzing omnichannel customer interactions at scale.
Key Functionality
- Omnichannel Analysis: Eureka combines text-based and speech analytics to analyze every customer interaction, including calls, emails, texts, surveys, web, and social media interactions. This holistic approach ensures that businesses can understand customer feedback and sentiments from multiple touchpoints.
- AI and Machine Learning: Powered by AI and machine learning technologies, the platform automatically transcribes, redacts, classifies, analyzes, and scores every customer interaction. This capability enables deep insights into customer conversations, interpreting nuances and identifying patterns that reveal new opportunities and areas for improvement.
- Capture and Analysis: Eureka captures 100% of voice and text-based interactions, providing a rich source of unsolicited communications. It uses machine learning algorithms to convert customer voices into actionable insights, including unique categorization that resolves intent and sentiment from ambiguous language.
Key Features
- Automated Performance Scoring: The platform automatically scores 100% of agent interactions to monitor, understand, and optimize agent performance. This feature helps supervisors identify performance trends, target behavior for guidance or reinforcement, and create a culture of improvement.
- Real-Time Guidance and Alerts: Eureka provides real-time guidance for agents through its “Alert” feature, which notifies supervisors and agents when customers are at risk of abandoning the relationship. It offers next-best-action guidance to de-escalate conversations and deliver more positive outcomes.
- Emotion Metrics and Topic Discovery: The platform includes AI-driven tools for emotion metrics, topic discovery, and content visualization. These tools help businesses discern what matters most to their customers and drive focused business improvement to create better customer experiences.
- Integration and Security: Eureka supports integration with all leading call recorders and text-based communication systems. It also ensures omnichannel security through automated sensitive data redaction within a PCI-certified hosted model.
- Solution Catalogue and Language Packs: The platform offers pre-built analytics content to maximize the ability to automatically mine critical insights, along with multiple language support for transcription, redaction, and speech analysis. Additional features include speaker separation, even from mono recordings, and an intensive analyst training program.
Benefits
- Source-of-Truth Confidence: Eureka provides rich behavioral insights based on what was expressed and how it was said, delivering source-of-truth confidence in every interaction.
- Actionable Insights: The platform bridges the insight-to-action gap with real-time and post-interaction automated scoring, frontline coaching, and organizational awareness.
- Business Improvement: By connecting the dots between insights and action, Eureka enables companies to drive business improvement, growth, and transformational change more effectively. It helps in identifying new areas of opportunity for product investment and innovation, ultimately leading to enhanced customer satisfaction and loyalty.
In summary, CallMiner Eureka is a powerful conversation analytics platform that transforms customer interactions into operational intelligence, enabling businesses to make smarter decisions, improve customer experiences, and drive significant business improvement.