CallMiner Advances Cloud-Based Speech Analytics with Eureka Express Mining

PRESS RELEASE: CallMiner, the leader in speech analytics for automating contact center and agent performance management, announced today the introduction of Eureka Express Mining, a high-performance analytics service for enterprises that need to extract post-call insights as quickly as possible.

Eureka Express Mining is aimed at call centers with time-critical processes such as sales lead follow ups, when contacts need to be analyzed immediately to determine the most qualified opportunities. Driven by architecture updates in the latest release of CallMiner’s speech mining platform Eureka, Express Mining customers can now have full-scale call analytics delivered from the cloud within minutes of call completion.

CallSource, a leading call-tracking solutions provider, is one of the first CallMiner customers to utilize Eureka Express Mining. “This new service offering has allowed us to very quickly run advanced analytics on our phone conversations,” said Brad Barnett, President at CallSource. “We are now seeing an average turnaround time of 6 minutes per call, which is a critical use case for our speech analytics deployment.”

“We have differentiated ourselves from every other competitor in the industry with Express Mining and the latest update to the Eureka speech analytics platform,” said Terry Leahy, Chief Executive Officer at CallMiner. “No one else can match this level of speed to intelligence for post-call analytics, which typically requires complex categorization and scoring.”

CallMiner will be showcasing Express Mining and the newest version of Eureka at Booth #42 during Call Center Week in Las Vegas, NV. Visitors can learn more about how CallMiner can improve contact center and agent performance, in addition to registering to win a Bowflex MAX Trainer™.

About CallMiner

CallMiner helps businesses and organizations improve contact center performance and gather key business intelligence by automating their ability to listen to every customer interaction. CallMiner’s Eureka product portfolio automates the overwhelming process of monitoring information from 100% of interactions – calls/audio, chat, email, surveys and social – to uncover consistent and reliable information about agent performance. Real time business intelligence can be leveraged by enterprises to dramatically improve customer service and sales, reduce the cost of service delivery, mitigate risk, and identify areas for process and product improvements. For more information, please contact CallMiner at (781) 547-5666, or visit www.callminer.com.