Speech Technology Magazine

 

CallMiner Adds Semantic Building Blocks to Eureka Speech Analytics

Latest release of Eureka Speech Analytics allows users to uncover insights from customer conversations. (Featured on DestinationCRM.com.)
Posted Nov 10, 2014
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CallMiner, a provider of speech and voice-of-the-customer analytics for contact centers, has updated its flagship Eureka speech analytics product with a Semantic Building Blocks functionality. This enables contact centers to more rapidly identify calls and customer contacts that contain specific behaviors or conversational flows by reusing previous language searches or analytical queries.

With Semantic Building Blocks, CallMiner enables analysts to leverage categories (previously defined queries that automatically tag calls containing certain topics) as building blocks for subsequent searches or categories. The new functionality lets analysts use the same search logic currently supported in Eureka to stitch together sophisticated conversational flow analysis without having to code lengthy queries.

Read the full www.destinationCRM.com article here

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