Macrosoft provides an end-to-end business delivery model, which 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, increase sales effectiveness, and risk mitigation performance. The implementation of automated performance scorecards, the integration with other systems through RESTful APIs, and the tailoring of custom reports of individual and corporate feedback are all available as well.
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, pre-tagged sentiment transcriptions, multichannel customer journey mapping, and allows users to search and share 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.
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.
Case Study: Impact of Call Fidelity on Transcriptions and Scorecards