Speech Technology Magazine

 

CallMiner Launches Eureka Speech Analytics for Amazon Connect

CallMiner Eureka Speech Analytics now captures and analyzes calls from Amazon Connect.
Posted Jun 27, 2017
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CallMiner, developer of customer engagement and speech analytics platform Eureka, has partnered with Amazon Connect, the cloud-hosted contact center service on Amazon Web Services (AWS), to allow businesses using Amazon Connect to extract meaningful business insights from customer conversations.

Now, Amazon Connect automatically sends recordings and call metadata to the Eureka platform for analytics processing. Once processed, calls can be searched, analyzed, and reviewed through the CallMiner Eureka interface to identify and track behaviors, sentiment, and specific language. The Eureka call player lets users navigate to the precise location in call recordings and transcripts where silence, over-talk, compliance, or escalation language is evident. Eureka also provides actionable data to improve contact center efficiency, compliance adherence, sales effectiveness, and customer intelligence.

"We are excited about the collaboration with Amazon Connect and the prospect it provides for expanding our customer base of CallMiner Eureka users through the AWS Partner Network (APN)," said Terry Leahy, CallMiner's CEO, in a statement. "Now Amazon Connect customers, from small organizations to large enterprises, have access to the same analytics technology used to analyze the millions of customer interactions Amazon has with its customers every month. Amazon Connect and AWS allow for a very easy integration with CallMiner Eureka."


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