CallMiner Eureka Platform – Award-Winning Customer Engagement Analytics Services

By Mingren Xiang

Extract Intelligence from Customer Interactions within Your Organization

Contact Center insight is a unique resource for uncovering the key drivers of satisfaction, loyalty and compliance verification. The CallMiner Eureka platform transforms the Voice of Your Customers and Agents into Operational Intelligence at scale.

Eureka Customer Engagement Analytics

Customer Engagement Analytics delivers dialog & sentiment scoring, agent performance management & PCI-supported sensitive data redaction to enable secure sharing throughout the organization. Improve Customer Experience (CX), enhance contact center performance and mitigate risk with data driven confidence.

CallMiner Eureka is a SaaS-based, customer engagement analytics platform that leverages AI and Machine Learning to capture, transcribe and reveal insight from 100% of your customer interactions. Automated scoring with sentiment analysis and sensitive data redaction creates awareness at scale.  Creating enhanced customer experience, contact center optimization, sales effectiveness and risk mitigation performance.

Macrosoft’s CallMiner Services

Download Macrosoft’s CallMiner Implementation Services brochure to learn more how we can help you achieve your Customer Satisfaction goals.

The Eureka Engagement Analytics Platform

Eureka Engagement Analytics offers a suite of applications that deliver customer experience, contact center and compliance intelligence at scale from every call. A modular cloud-based platform makes it easy to securely discover and share insight, integrate with existing systems and drive action from awareness. There are four modules in the product that spans real-time and post-call analytics

  1. Eureka Analyze is the workbench for the CallMiner Eureka platform. Analyze brings the voice of your customer to life by categorizing intent based on dialog and sentiment. Scored performance, transcriptions tagged with sentiment, search and share, topic discovery and multichannel customer journey mapping offers rich qualitative and quantitative intelligence.
  2. Eureka Coach encourages a culture of performance optimization with speech analytics insight from every contact, targeted guidance and agent self-improvement. Role-based dashboards with automated performance scoring make it easy for supervisors to identify coaching moments and for agents to view their performance with drill down detail.
  3. Eureka Redact applies Machine Learning and human curated algorithms to identify and remove sensitive numerical Payment Card Industry (PCI) and Personally Identifiable Information (PII) data from call and text interaction transcripts and audio recordings in multiple languages.
  4. Eureka Alert takes advantage of IP-enabled environments to capture speaker separated audio in real time. Alerts generated from securely redacted transcribed data are delivered while a call is in progress and available via REST-based API for insight and action.

What Eureka Engagement Analytics Can Do for You

Qualitative data from your contact center is a vast resource for understanding your most impactful bottom-line issues. CallMiner Eureka takes on the challenge of converting vast volumes of audio and text-based data into actionable insight and delivers remarkable results including:

  • Improve Customer Experience
  • Improve Contact Center Efficiency
  • Automated Agent Performance Management
  • Increase Sales and Revenue Collation
  • Increase Compliance

Macrosoft’s CallMiner Services

Download Macrosoft’s CallMiner Implementation Services brochure to learn more how we can help you achieve your Customer Satisfaction goals.

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By Mingren Xiang | March 3rd, 2020 | 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.

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