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Continuous Process Improvement in the Contact Center and Beyond
As companies continue to evolve their Customer Relationship Management (CRM) strategies to attract and maintain customers, the contact center has emerged as an important strategic asset.
Increase FCR with Speech Analytics feat Pershing
Resolving a customer's needs within the first contact is widely accepted as one of the most important measures of success in contact centers today and it has a powerful, positive effect on both financial and performance metrics.
Running Off the Leash - Cloud based recording and voice analytics
An axiom in information technology is that the velocity of change enables breakthrough advances every three years. This is shown to be true again with the onset of recording and voice analytics in the Telco Cloud.
CallMiner Eureka is the leading solution to improve contact center and enterprise performance through conversational analytics.
myEureka Performance Portals
The faster contact center managers, supervisors, and agents get feedback, the more likely they are to take action to improve their performance and your customer's experience.
EurekaLive Real-Time Performance Monitoring
EurekaLive automatically monitors in progress calls for the presence or absence of specific language or acoustic characteristics.
CallMiner recognizes that small contact centers have the same needs as large ones when it comes to performance management, but have less resources to act on those needs.
Reduce CFPB Compliance Risk and Increase Collections with Speech Analytics
Collections contact centers and Accounts Receivables Management (ARM) firms face a constant challenge: being able to maximize payments while staying compliant and up to date with new rules and regulations.
Contact Analytics Best Practices and Implementation Tips
As companies continue to adopt and evolve their Customer Relationship Management (CRM) strategies to attract and maintain customers, the contact center has emerged as an important strategic asset.
The Incredible Versatility of Speech Analytics
Speech analytics, the process of analyzing recorded calls to extract information, might seem like a very specialized tool. Sure, it can be used to gather intelligence about customer interactions, but the reality is that speech analytics provides an amazing amount of valuable insight for the entire enterprise.