CallMiner Unveils CallMiner Eureka!
- CallMiner, a developer of advanced speech analytics, released CallMiner Eureka!, a speech analytics solution that analyzes and reports on the content, context, purpose, and outcome of recorded conversations.
CallMiner Eureka! mines and analyzes every word of every call, as well as captures acoustic data (tempo, silence and stress), meta-data and customer information, and delivers that information.
"Datamonitor believes speech analytics in the contact center is one of the hot trends for 2007 and beyond. Speech analytics can provide an extremely powerful tool for highlighting and understanding the customer trends hidden in the customer interactions conducted through the contact center," said Tom Pringle, senior analyst, Datamonitor. "CallMiner's Eureka! product offers users a simple user interface which hides much of the complexity of archived audio mining, while still delivering the analytical muscle and flexibility advanced users of speech analysis need."
CallMiner Eureka! highlights significant trends and/or variations that can impact customer satisfaction, agent quality, sales performance and marketing effectiveness. Additional suite components provide the means for further analysis and reporting.