Services

Transform the voice of your customers into actionable business intelligence. Now more than ever, customers want their voices to be heard. With Eureka CallMiner, businesses can both extrapolate data from what was spoken in words and from vocal emotions and non-vocal sentiments. CallMiner uses deep Neural Networks and Machine Learning to adapt to any environment. CallMiner is scalable to suit any size of business: small call centers to industry giants and CallMiner has something for everyone. 

What Critical Information Can CallMiner Provide for Your Business?

Churn Language Identify if a client will leave for a competitor.

Dissatisfaction Gage if the interaction is falling short of client expectations.

Empathy Measure the agent’s ability to reciprocate the feelings of clients.

Escalation Get Insights if the front-line interaction is complete and closed.

Payment Language Determine if the collection will be successful.

Politeness Track the agent’s overall demeanor concerning the client’s emotions.

What Can You Use CallMiner For?

Performance Monitoring

Of any company, the customer service agents are the face representing the products and services. A polite and empathic customer service agent directly translates to a company that is responsive and responsible. With CallMiner, it does not matter what the primary function of a company’s internal call center might be, you gain insights into agent scoring, role-based effectiveness, and required targeted training.  

Customer Experience 

The primary metrics for any customer service department is their customer’s satisfaction after an interaction. Unfortunately, many customers do not take part in any feedback activities, irrespective of the interaction being positive or negative. CallMiner provides organizations with an avenue to insights; not only on the conversation, but also on product and service issues, employee brand representation, customer sentiment, and more.     

Call Center Efficiency 

Call centers are supposed to be a customer-centric endeavor, but sooner or later, organizations need to make hard decisions based on looking into accurate numbers. This is where CallMiner helps organizations optimize their call center operations, effectively schedule agents, reduce customer interaction times, and improve customer satisfaction. Measurable figures guide the set up of self-service portals that are customized to meet the individual needs of our customers. 

Sales Performance Management 

It is obvious to observe that sales numbers are directly correlated to sales agents efficiency. As time has moved on, the customer’s expectation from products and services has moved on as well. Traditional approaches to sales are flawed and are too narrow to use across different industries. CallMiner provides organizations a measurable way to update their sales flow, increase upsells, streamline sales flow, increase initial sales, and upsell opportunities.

Compliance Enforcement

Not every call center is similar. Some call centers handle calls and interactions with other organizations or individuals where sensitive information is exchanged. Not following compliances and regulations can result in serious consequences for an organization. Non-compliant activities can affect trust, revenues, and leaves the organization to be vulnerable to legal actions as well. With CallMiner, organizations get forensic analysis of interactions, particularly important in the finance and healthcare industries.