CallMiner®, the leading platform provider of award-winning speech and customer engagement analytics announces a new offering – Eureka Starter Edition, a full speech transcription and rich search and discovery tool designed for smaller contact centres or larger organisations looking to gain insight into their customer interactions without the need to dedicate an analyst.
“Companies that use speech analytics achieve greater improvements in customer experience, customer profit margin, compliance and operational efficiency,” says Omer Minkara, Aberdeen VP & Principal Analyst, Contact Centre & Customer Experience Management.1 But for many small to mid-sized companies, speech analytics has been out of reach. Eureka Starter’s turnkey integrations with market leading cloud contact centres such as Five9 and newly launched Amazon Connect makes speech analytics accessible to more companies. Eureka Starter is available through a no-risk pay-as-you-go, monthly subscription.
“CallMiner’s approach with Eureka Starter Edition addresses a definite need in the SMB call centre market,” says Homero Salinas, VP Commercial Sales at Five9. “The specific product feature set and no-risk pricing and billing model will enable organisations with smaller contact centres to extract meaningful insights from their customer conversations.”
Eureka Starter transforms each call into a searchable text transcript with embedded links directly to the relevant call audio. The search engine makes it easy to create queries for ad-hoc searching and voice of the customer insights. A rich playback interface allows contact centre managers or other call reviewers to easily navigate the call to aid in quality or for other auditing purposes. Users can tag calls, lists of calls, or specific sections of a transcript, for future recall and review. Insights are quickly revealed though TopicMiner®, which automatically identifies topics of conversation in graphical tag clouds for any set of calls retrieved through search.
Eureka Starter cloud-based analytics can be used to uncover critical business challenges faced by contact centres in four main areas – contact centre efficiency, agent performance, risk and compliance and customer experience. By offering full speech transcription and analysis of 100% of customer conversations, Eureka Starter can detect operational inefficiencies, poor agent behaviours, customer dissatisfaction and the use of risky language and other potential compliance infractions so that they can be quickly addressed before they impact the bottom line.
“There’s a substantial market opportunity and need for speech analytics within small call centres or larger organisations who aren’t ready to tackle enterprise level analytics,” says Scott Kendrick, VP Marketing at CallMiner. “Our true cloud-based speech analytics platform allows us to efficiently and effectively address this opportunity, while providing a simplified user experience and a no-risk pricing and billing model,” Kendrick concludes.
1Aberdeen Research: Speech Analytics: Convert Voice of the Customer into Business Success – Omer Minkara, Aberdeen VP & Principal Analyst, Contact Centre & Customer Experience Management, October 2016.