Speech analytics-based platform monitors calls for specific wording.
CallMiner announced the debut of its real-time performance-monitoring platform, EurekaLive, created in conjunction with Santander Consumer USA, an automotive finance provider.
EurekaLive automatically monitors in-progress calls for the presence or absence of specific language or acoustic characteristics such as escalation attempts or abusive language.
"This real-time alerting system enables supervisors and quality analysts to take action while a call is still in progress," said Erik Strand, senior director of new product initiatives, CallMiner, in a statement. "They can step in to defuse a high-risk situation or ensure that the agents are following the appropriate compliance script." EurekaLive can also be used to identify sales opportunities or to serve as an early warning system for time-sensitive material, such as a service disruption.
"EurekaLive enables us to take action immediately for key areas that we routinely monitor for compliance," said Brad Martin, executive vice president of servicing at Santander, in a statement. "This gives our business unit an additional level of compliance assurance, as well as a competitive edge—all while providing best-in-class service for our customers. The tool gives us additional efficiencies and detailed reporting, which we use to improve our operations every day. Santander is a highly data-driven company, and EurekaLive complements our automated service center environment."
EurekaLive will be generally available in 2013.