CallMiner Data APIs: Take your Data and Insights from Eureka Platform Beyond

By Mingren Xiang, Allen Shapiro, Ronald Mueller

This paper is the third in the series documenting Macrosoft’s capability and experience with implementing client solutions using the complete set of APIs of the Call Miner Eureka platform. Call Miner is the leading customer interaction analytics software solution in the market today. Its solutions offer huge opportunities to gain business insight, improve operational efficiency & develop agent performance. Call Miner also has one other amazing added benefit – its current architecture is 100% API configured, and it already exposes a wide set of these APIs to clients at no additional costs, and more public APIs are coming!

Literally, anything is done in the application, or any data created, can in principle be accessed and re-created via their published set of APIs. So a client wishing to extract data from the Call Miner application for purposes of building their own custom dashboard, or wanting to feed the conversational analytics data to other of their enterprise systems can do so directly using Call Miner’s published set of APIs.

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While there is published information available from Call Miner documenting all the APIs and showing ways to use them in building custom applications, there is a major learning curve to assure that best practices are used when you start using them. So while a company wishing to use Call Miner’s APIs to build their own application may have the required depth of development experience with APIs, there is also the need for know-how with how best to use the full set of Call Miner APIs in building a custom interface or application.

That is where we come in. As a dedicated technology and implementation partner of CallMiner, Macrosoft is a top vendor when it comes to delivering custom API based applications. Several CallMiner API integration projects are underway here at Macrosoft. We also provide more extensive documentation on all API use cases for both technical and business users. We are happy to extend our expertise to get your team up and running quickly on building your own API-based applications.

This is third paper in series

In the first paper in this series (https://www.macrosoftinc.com/introduction-to-callminers-apis/), we gave an overview of the API structure available within Call Miner. We described the two general categories of APIs that Call Miner offers to users, namely the Ingestion set of APIs and the Data set of APIs. The second paper in this series delved into the Ingestion set of APIs (https://www.macrosoftinc.com/callminer-ingestion-apis/). These are the APIs available for a user to automate the inputting of all the sources of data and information into Call Miner including: voice conversations; chat; email; text; social media; and metadata sources as well.

This paper examines the other side of this equation, namely the APIs used to extract data and information (scores, categories, etc.) from the Call Miner application to any other reporting portal or enterprise system that a user wants to export the information to. So, with this capability a user can directly and robustly and easily (once the knowledge curve is achieved) transfer data from Call Miner to any other custom application. This frees up a user to ‘do it their way’, that is build a custom application where the Call Miner data is integrated with multiple other sources of information available within the corporate environment.

Background

Business needs are constantly evolving, forcing many contact centers to review their interaction analytics resources to determine if they are acquiring the insight needed to optimize performance. When it’s time to embark on the journey to implement new technology in your contact center to address a changing environment, it’s very important to make sure the new analytics solution meets the specific needs for data integration and presentation. Having a publicly available and cost-effective set of APIs (Application programming interface) for data integration with an enterprises’ existing systems is crucial for any data analytic platform.

When we implement the CallMiner analytical platform with customers, one question that’s frequently brought up is: I am using a CRM system such as Salesforce, Adobe and Oracle – can I export the insights and data created by CallMiner to my existing CRM system for further review and integration? It is very clear to us that organizations understand how important their customer interaction information can be and that CallMiner is indeed a treasure-trove of high-value information. The information is already there in Call Miner, the key is to unlock this massive potential by distributing it to other systems and reporting portals in the company.

Once the insights are up on the tables and reports in Call Miner, what’s next? How can we integrate this valuable data into other platforms? CallMiner’s Data APIs are designed to solve these questions. In this paper, we will give an overview of how the Data APIs work and the benefits of API integration in your contact center and to your whole organization. We will also show you a demo use case on using the Data APIs to do call summarization

What is CallMiner’s Data APIs?

With Eureka Analyze, you gain valuable insight into every agent-customer interaction without the labor-intensive need to listen to every call or read every chat or e-mail. Eureka Analyze is the state-of-art tool to extract and understand the business intelligence inherent in every customer interaction to identify customer needs, analyze interactions, track behaviors, correlate causes, and report results.

The Data API gives you that same powerful data analysis that Eureka Analyze already provides, with the added benefit of being able to program it into the Data API. That way you can interact with and manipulate all the data in your Eureka system in whatever way you want. With the Data API you’re not limited to viewing your data through the set graphs, charts, and statistics built into Analyze. While the reports and statistics provided within Analyze are extremely useful, using the Data APIs allows you to do more. You can:

  • Build custom applications and use them to program against any of the routes in the Data APIs
  • Export your data into your data warehouse for more customizable and integrated analysis
  • Download the metadata, audio, and transcripts for specific users to apply in their own applications

The Data APIs provide you with one convenient, streamlined, robust, secure place to do all this and more. The possibilities are endless! The best part yet, the Data APIs are available to use for every customer of CallMiner at no additional cost.

Data API use case – Call Summarization

Call Summarization is one of the many custom API application ideas that Macrosoft is reviewing for CallMiner customers. As noted earlier, we have several of these applications already in development. We will demo the power of the Data APIs using this application as an example. Below is a regular call in the system mined by the Eureka platform, which consists of a transcript from the audio with 107 categories, 4 scores, event indicators, and silence blocks.

Figure 1: A call in Eureka Platform

Using the Data APIs, we can extract all related information of the call to make a summarization. As the picture below shows, the data APIs can give us categories such as call reasons and sales queries, along with the scores that help automate QA in your contact center. The associated metadata of a call can also be extracted via Data APIs.

Figure 2: All related information of the call return by Data API

The last step is to assemble this information into a summary and export the result to a CRM system, as the picture below shows. The fact that all CallMiner functionality lives on Data APIs make this use case possible. And it is very straightforward to deploy.

Figure 3: Exporting the information to CRM

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Engage with Macrosoft to get the best usage of Data API

Macrosoft has 25+ years of experience in delivering top-quality custom technical solutions. That’s why CallMiner entrusts us to be their key vendor for custom API solutions. Our team will take care of your organization’s API integration with the CallMiner platform all the way through, from uploading data, daily maintenance, to building custom API apps. We are excited to present to you more blogs on API solutions and use cases in the future as we roll out this particular API application with CallMiner shortly.

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By Mingren Xiang, Allen Shapiro, Ronald Mueller | February 18th, 2021 | CallMiner

About the Author

Mingren Xiang

Mingren Xiang

Mingren is a Data Science professional at Macrosoft. He is Macrosoft's technical lead in voice and conversational analytics using the CallMiner suite of utilities. The practice includes both partnering with CallMiner to deliver speech analytic solutions and developing customized NLP applications. Mingren has a Master of Science from the University of Wisconsin-Milwaukee.

Aside from leading the speech analytics practice at Macrosoft. Mingren's research work focus on Deep Learning applications for medical image processing. He presented the Master thesis on training a CNN (Convolutional Neural Network ) based Encoder-Decoder model to reconstruct CT scans using only one X-ray image. Such a task remains to be one of the hardest challenges in the computer graphic community

Coming from a strong computer science background, Mingren is also sufficient in multiple programming language such as Java, Python, C/C++, various JavaScript libraries and SQL scripts. His specialty in software development is to utilize API to create functional backend services using web development framework like Java Spring and Django in Python.

Allen Shapiro, Director – CCM Practice

Allen Shapiro

Allen brings more than 25 years of diverse experience in Marketing and Vendor Management to Macrosoft Inc. As the Managing Director of our Customer Communications Management (CCM) practice, Allen leads the Onshore and Off-shore CCM development teams. Additionally, Allen oversees pre-sales activities and is responsible for managing the relationship with our CCM software provider Quadient.

Dr. Ronald Mueller CEO of Macrosoft

Ronald Mueller

Ron is CEO and Founder of Macrosoft, Inc. He heads up all company strategic activities and directs day-to-day work of the Leadership Team at Macrosoft. As Macrosoft’s Chief Scientist, Ron defines and structures Macrosoft’s path forward. Ron's focus on new technologies and products, such as Cloud, Big Data, and AI/ML/WFP. Ron has a Ph.D. in Theoretical Physics from New York University and worked in physics for over a decade at Yale University, The Fusion Energy Institute in Princeton, New Jersey, and at Argonne National Laboratory.

Ron also worked at Bell Laboratories in Murray Hill, New Jersey., where he managed a group on Big Data. Ron's work focused around the early work on neural networks. Ron has a career-long passion in ultra-large-scale data processing and analysis including predictive analytics, data mining, machine learning and deep learning.

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