callminer.comSpeech Analytics Software: Customer Engagement Solutions from CallMiner

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See a demo Take a test drive Upcoming Webinar | Leverage AI to Generate ROI from Customer Conversations: A Forrester Perspective Register Now Blog Latest Blog Post Learn Customer Videos News Latest News ROI Maturity Model CallMiner Named a Leader -- CallMiner Named a Leader in The Forrester New Wave ™ : AI-Fueled Speech Analytics Solutions, Q2 2018 Download Report CallMiner Named a Leader in The Forrester New Wave ™ : AI-Fueled Speech Analytics Solutions, Q2 2018 “AI-fueled speech analytics now drives engaging customer conversations, gauges customer sentiment, surfaces unexpected customer insights, increases marketing effectiveness, and improves sales conversations.” “CallMiner’s real-time and business insights capabilities stand out among WFO suites.” “CallMiner has the most advanced, enterprise-ready speech analytics functionality.” “CallMiner has combined traditional speech analytics with machine learning to improve ease of use and accuracy while still providing control and transparency.” “CallMiner is enabling customers to take action in real-time.” How it Works CallMiner Eureka leverages Artificial Intelligence (AI) and Machine Learning (ML) to analyze every customer interaction, across all channels, and automatically uncover actionable intelligence. All Customer Interactions CallMiner Eureka Platform Actionable Intelligence Chats Social Media Email SMS Text Messages Surveys Calls Curated Categorization Custom Categorization Predictive Scoring Speech Recognition Speaker Separation Sentiment Analysis Secure Redaction Alert Generation Chats Social Media Email SMS Text Messages Surveys Calls Curated Categorization Custom Categorization Predictive Scoring Speech Recognition Speaker Separation Sentiment Analysis Secure Redaction Alert Generation 500,000 Calls per hour 1 Trillion Words per year 39 Billion Category hits per year Learn More About Our Platform “ With CallMiner Eureka, we have been able to go from a sample size of 10 to 20 to 2-million and really listen to every single call that’s happening in the call center. Now, Sales is using this information to close deals; our outbound team is leveraging the right content points for selling appropriately; and our retention organization is delivering the best experience for the customer. Former VP Customer Care & Sales Operations “ The greatest value we are getting from CallMiner is that we didn’t know what we were missing. CallMiner gives us that pervasive insight to know that what we are doing is working or not working, so that we can make positive changes and always do our best. Training Manager Products Overview We are continuously improving and expanding CallMiner Eureka products in an effort to provide our customers with the right, most updated tools to maximize ROI. ANALYTICS Analytics workbench, discovery, category and scoring configuration Root Cause Analytics Automated Agent Scoring Dialog & Sentiment Insight Performance Agent/supervisor portal, direct performance feedback Focused Performance Optimization Role-based Dashboards Alerts with Call Detail Monitoring Real-time monitoring & alerting, agent next-best-action, API/message driven Real-Time Speech Analytics Bypass Call Recording In-the-Moment Action AUDIO ACQUISITION Audio capture for efficient speech analytics Real-time audio acquisition High fidelity audio capture Co-exists with call recording Security PCI and sensitive data redaction from audio and transcripts Mask Sensitive Data Securely Share Audio & Transcripts PCI/PII compliant Data Data extraction, audio / contact / data ingestion, app development Speech Analytics Integration Leverage Corporate Metadata PCi, PII and HIPAA VISUALIZATION Brings speech analytics data story to life Graphical KPI insights Pre-built dashboard Spotlight for attention All Products Complete List Solutions Overview Elevate the customer experience. Communicate via your customer’s preferred channels. Power your business with customer insights. Optimize outcomes. Solutions by By Business Value Performance Management Customer Experience Contact Center Efficiency Sales Effectiveness Risk & Compliance Solutions by By Industry Collections Energy & Utilities Finance & Banking Healthcare Travel & Hospitality See all Solutions by Industry “ "Before we had CallMiner our manual QA program was like being in a cave with a flashlight, now it's like we have a 5,000 watt spotlight!" Molly Sollie Manager of Quality Assurance Customer Overview We’ve built strong everlasting relationships with companies around the world. We pride ourselves in providing them with the right analytical tools that will produce the expected results. See our case studies for specifics on the positive impact of our products in your organization. Learn More Bluegreen Vacations, located in Indianapolis, IN acquired speech analytics to reduce call volume, identify call reasons, gain call intelligence and increase quality. Since implementing their CallMiner solution, Bluegreen Vacation, a 2013 Speech Tech Implementation Award Winner, has seen their Customer Care Center go from as cost center to a profit center, improved customer satisfaction by 26%, saw agent quality jump 19% and collections increase by 48%. In addition sales of points protection reservation cancellation insurance rose by 16%. “We see CallMiner Eureka as a valued extension to our coaching team, helping us foster our ‘CustomerOne’ environment by providing data that supports agents positive behaviors. Having all this data makes coaching much easier because there’s little dispute of the facts. Also agents can get out ahead of the process by observing their scores before they speak with their supervisor.” Adam McCord, Quality Analytics Manager at Bluegreen Vacations America Learn More Using contact analytics, Nautilus discovered that their call verification process was causing considerable customer frustration. Nautilus streamlined the process and shortly after the change, the company was saving 82 seconds per call. In addition, the reduced call times resulted in a 196% increase in the number of calls that were answered within 20 seconds and call abandon rates were lowered by 36%. “Whether we are looking to drive efficiency or increase sales we know that CallMiner can help us make informed decisions and monitor our efforts.” Senior Manager Customer Support at Nautilus Inc. Learn More State Collection Service, an accounts receivables management firm specializing in medical collections and a 2014 Speech Tech Implementation Award Winner, turned to CallMiner Eureka to analyze 100% of the 40,000 inbound and outbound calls handled by its agents every day. By automating the agent performance feedback process, Eureka helped recoup more than 4,000 employee hours per year.First-call resolution has increased by more than 23%, agent quality assurance scores increased by 1...