Delivery-Model

Macrosoft provides an end-to-end business delivery model, this incorporates the setting up of the CallMiner Eureka platform. CallMiner Eureka is a SaaS-based, customer engagement analytics platform that leverages Artificial Intelligence (AI) and Machine Learning (ML) 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 with evidence to drive customer experience more effectively, contact center optimization, sales effectiveness, and risk mitigation performance. The implementation of automated performance scorecards, the integration with other systems through RESTful APIs. The tailoring of custom reporting of individual and corporate feedback. 

Macrosoft has teams of data scientists’ partner with the organization’s developers and analysts that work individually on the existing systems on a times and materials basis. We can establish rolled up licensing and support services. Our Natural Language Processing (NLP), Data Science on-demand service is unique in the industry. Our team of analysts work with you to build out your scorecard and deep analytics of your organization.

Macrosoft’s services cover the complete product’s ecosystem.

Analyze: Actionable Insight from Customer Engagement

Analyze is the analytics workbench of the CallMiner Eureka platform. Analyze visually presents performance metrics, transcriptions which come pre-tagged with the sentiment, multichannel customer journey mapping, and search and share the discovery of the topic.

Coach: Agent Quality Management

Get detailed insights into how an agent is interacting in every call. Find areas where agents are lacking, and where improvements can be made. Foster an environment of positive performance with accurate performance feedback.     

Redact

Eureka Redact can precisely remove sensitive numeric data and maintain the context of the conversation so that insight is effective while reducing liabilities with external and internal threats.

Visualize: Powered by Tableau

Graphical data is easy to consume and analyze, with CallMiner’s visualize, business decisions can be made on precise insights based on comparative graphical data sets.   

Capture & Alert

Eureka Capture integrates multiple IP and SIPREC telephony environments to capture contact center audio in real-time with no impact to existing call recording. High quality speaker separated audio is securely sent to the CallMiner Eureka platform for real-time and/or post call analytics.

Downloads

Case Study: Impact of Call Fidelity on Transcriptions and Scorecards
Recent Blogs

CallMiner and Amazon Connect: A Perfect Match for your Contact Center
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Speech to Text Quality Assessment and Analysis: Part 2
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Speech to Text Quality Assessment and Analysis – Part One
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CallMiner Data APIs: Take your Data and Insights from Eureka Platform Beyond
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