http://www.callminer.com/

About Us

CallMiner is the leading developer of enterprise-class speech analytics solutions.

CallMiner is the leading provider of speech analytics solutions that deliver near real-time customer intelligence from Call Center recordings. CallMiner's advanced suite of applications enables managers and executives to gain insight into why customers call, what they are saying, and how agents are responding.

Customer-call data from the Call Center represents a gold mine of valuable information that can be used to drive business improvements in every area from customer satisfaction to marketing effectiveness. By using advanced speech analytics, CallMiner provides the only solution that extracts complete and accurate customer intelligence from every call and every customer conversation.

Founded in early 2002, CallMiner quickly established a market-leading position - providing comprehensive solutions to Fortune 1000 companies and providing crucial speech analytics technology to best-in-class partners in the fields of call recording, workforce management, and CRM.

http://www.callminer.com/products/callminer_eureka_0

CallMiner Eureka!

More Business Intelligence, and More Ways To Use It

If you want to know why customers are calling your Call Center, and how well your agents are responding to their calls, there's only one solution that can tell you everything you need to know. CallMiner Eureka! is the speech analytics solution that automatically and accurately reveals what every customer call is about - and what it means to your business. It's the only solution that:

• • Analyzes all the meaningful content from 100% of Call Center calls

  • Identifies customer and agent issues you weren't even aware of before

  • Provides the tools to apply the intelligence it delivers

Call Content in Context, for More Complete IntelligenceLess advanced speech analytics or simple speech recognition solutions can tell you a little about what customers and agents said on their calls - or at least some of the words and phrases they spoke. But CallMiner Eureka! captures and processes complete call content, not just words, to tell you what customers and agents meant by what they said. And it does this with all of the calls that come in, not just the 1% you might be able to get through using manual call monitoring, or even the 10% that some speech analytics solutions claim to capture.

Sophisticated Call Patterning, for More Meaningful Intelligence

CallMiner Eureka! automatically maps call information into language patterns that are based on dozens of indicators such as customer satisfaction, agent politeness, acoustic stress, and call tempo. It's not unusual for CallMiner Eureka! to uncover patterns that are quite unexpected, alerting you to issues you might never know about otherwise. Patterns are combined with call metadata - everything from the length of a call and the time it came in, to relevant customer information from CRM and other enterprise systems - to accurately categorize call content and enable further discovery and analysis.

Tools for In-Depth Analysis, for More Practical Intelligence

CallMiner Eureka! doesn't just deliver unprecedented customer intelligence; it also delivers a comprehensive set of tools to assess it, analyze it, access it, and act on it.

• • Eureka! Discover monitors call audio to discover potential problems.

  • Eureka! Analyze identifies problems to target for corrective action.

  • Eureka! Search enables ad-hoc searches to validate and fine-tune findings.

  • Eureka! Report measures and reports on the success of corrective action.

When you have that kind of power to put customer intelligence to work, you have the power to effect real improvements and achieve significant ROI in every area of business, including Customer Satisfaction, Agent Quality, Sales Performance, and Marketing Effectiveness.

Additional Links

1. Practical Tools for Business Improvement

2. The Next Generation of Speech Analytics

3. Business Value Across the Enterprise

Next Generation of Speech Analytics

CallMiner Eureka! represents the next stage in the evolution of speech analytics technology. CallMiner Eureka! empowers you to discover the meaning of every call - its content, context, intent, and outcome - instead of merely finding certain phrases or words that were spoken. Until now, no Call Center analytics solution could take you so far beyond simple speech recognition or word categorization. CallMiner Eureka! rewards you with a complete understanding of the customer issues and concerns reflected in the Call Center and the quality of the agent responses to them.

Extracting All the Meaningful Content From Calls

CallMiner Eureka! is the only speech analytics solution to recognize and process all of the content in calls - speech, acoustics, and metadata. CallMiner Eureka! reveals what words were spoken, when, and how frequently. Then it goes a step further to measure the acoustic characteristics of the call, such as:

• • Tempo, or the pace at which people spoke

  • Stress, or the physical stress in their voices

  • Silences, or periods of non-speech

CallMiner Eureka! also takes into account call metadata, or contextual information for the call. This includes not only information captured by CallMiner Eureka! such as the length of the call and the word count, but also information from other relevant sources, such as:

• • CTI systems (ANI, DNIS, Agent ID)

  • CRM systems (Customer ID)

  • ERP systems (Purchase history)

All of this information is critical to fully understanding what a call was about, and not just what was said.

Capturing 100% of Calls, Quickly and Cost-Effectively

Processing all Call Center calls is infinitely preferable to processing a small sampling, which may or may not accurately reflect the big picture of Call Center activity at any given time. But until CallMiner Eureka! was introduced, processing all calls was a daunting prospect - far too costly and time-consuming to be practical. Now, CallMiner's Virtual Server Room (VSR) deployment platform offers the scalability and speed that's needed to mine all Call Center calls, regardless of how many calls come in. VSR enables:

• • Nearly infinite linear scaling, through advanced processing techniques and dynamic server-workload balancing

  • Processing of more than 1000 hours of audio a day on a single server

  • Integration with any speech analytics engine or engines

  • Improved signal analysis for detection of quality, acoustics, and language

CallMiner Eureka! also searches and processes call data far more rapidly than other speech analytics solutions, with the ability to search 100,000 hours of audio in three seconds.

Accurately Revealing What Every Call Is About - and Why It Matters

CallMiner Eureka! automatically maps all the information it collects from calls into language patterns that accurately reveal the content, context, and intent of every call. This involves a two-level process of speech recognition that first identifies nuggets of speech and acoustic data - such as words, phrases, silences, and stress levels - that reveal what is going on in a call. Then it analyzes these nuggets to construct patterns of meaning. These language patterns are based on a number of different indicators of call qualities, such as Customer Satisfaction and Competitive Language on the customer side, Politeness and Cross-Upsell Language on the agent's side. CallMiner Eureka! uses criteria determined by the customer to weight each indicator's contribution to an overall index of Customer Satisfaction, Agent Quality, Sales Performance, and Marketing Effectiveness - and to categorize calls accordingly.

Additional Links

1. Practical Tools for Business Improvement

2. Business Value Across the Enterprise