Las Vegas, NV, June 19, 2018 (GLOBE NEWSWIRE) -- CallMiner, the leading platform provider of award-winning speech and customer engagement analytics, announced today at Customer Contact Week 2018 the launch of its comprehensive CallMiner Eureka platform and new analytics modules: Analyze, Coach, API, Redact, and Alert. Powered by the Eureka data mining engine, the new modules are built to meet the full range of customer intelligence needs from real-time to post-contact analysis.
Each of the AI-driven analytics modules now leverage the core Eureka data processing engine that was enhanced earlier this year. By consolidating all modules onto a single platform, customers benefit from faster improvements, shared administration, and greater interoperability across the entire product suite.
| Analyze | Coach | API | Redact | Alert | ||||
| Analytics app for analyzing trends, discovering root cause, and configuring AI-supported contact classifications and predictive scores. | Performance management portal providing direct automated feedback to supervisors and agents. | Comprehensive APIs for contact/data ingestion and data extraction for app integration and development. Built to integrate into AI and machine learning programs. | Removes PCI and sensitive data from call audio and transcripts to help retain compliance and data security. | Real-time monitoring, alerting, and AI-driven next-best-action recommendations. Delivered as an API stream for app integration. | ||||
CallMiner Eureka Mining Platform An interaction analytics engine capable of both real-time and after-contact AI-powered transcription, sensitive data redaction, and data processing. | ||||||||
“Our new analytics modules were aptly named to focus on the key pillars of engagement analytics – Analyze, Coach and Alert, plus API for data integration and Redact for security,” said Bruce McMahon, Director of Product Management at CallMiner. “Deploying all of these modules on the scalable and elastic Eureka mining platform is the culmination of our 2018 goal of a true cohesive platform concept with full product and data integration.”
With the consolidated platform, customer interaction data can now seamlessly transfer from real-time analysis in Alert to post-contact categorization and scoring in Analyze as calls are mined through a single data processing engine, saving both time and cost. In addition to speed, the scalability of the single Eureka engine provides the ability to mine data from tens of agents up to tens of thousands of agents at any given time. Data can also be extracted from or pushed to any of the modules with the real-time ingestion API, a core pillar of the CallMiner SaaS platform model.
To learn more about the comprehensive Eureka platform and analytics modules, visit www.callminer.com/Products/Platform.
About CallMiner
CallMiner believes that resolution is the fundamental driver of positive customer experiences. When contact center agents and others responsible for customer engagement are empowered by insight and feedback in real-time, they can dramatically improve the rate of positive outcomes. With the tagline “Listen to Your Customers, Improve Your Business” our goal is to help companies automate the overwhelming process of extracting insight from phone calls, chats, emails and social media to dramatically improve customer service and sales, reduce the cost of service delivery, mitigate risk, and identify areas for process and product improvement. Highlighted by multiple customer achievement awards, including six Speech Technology implementation awards in the past four years, CallMiner has consistently ranked number one in customer satisfaction, including surveys conducted by DMG Consulting and Ovum. www.callminer.com.
Attachment