CallMiner, Inc

CallMiner, Inc
  • 200 West Street
  • 4th Floor
  • Waltham MA 02451
  • United States
  • Year Founded: 2002
  • Ownership: Private
  • Number of Employees: 250 - 499
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Profile

CallMiner is a proud provider of post-contact and real-time multi-channel speech analytics solutions for improving agent performance and customer intelligence. Founded in 2002, CallMiner pioneered the speech analytics industry and with years of industry leadership and over 3 billion hours of conversations mined, are able to deliver exceptional value to customers by delivering highly effective, usable, and scalable speech analytics solutions. CallMiner empowers organizations of any size to extract and take action on intelligence from customer interactions for improving customer experience, sales, marketing, and compliance, as well as agent and customer engagement center performance. Highlighted by industry recognition as the leader in AI fueled speech analytics along with the well-known success of our diversified customer base including multiple international customer achievement awards, CallMiner’s advance technology suite provides exceptional, demonstrable ROI for its customer in both the short and long term. For more information, visit www.callminer.com.

Product Description

CallMiner Eureka is the leading cloud-based, customer engagement speech analytics platform that leverages AI-fueled accurate insight from all customer interactions.  Automated scoring with sentiment analysis and sensitive data redaction drive enterprise change at scale to enhance customer experience, contact center optimization, sales effectiveness and risk mitigation.

Core Eureka Applications

  • Eureka Analyze - Intelligent insight from all customer and employee interactions.  By leveraging AI and machine learning this solution quickly delivers  business optimization for customer experience, risk mitigation, sales and contact center performance improvements
  • Eureka Coach - an agent performance management solution for building a culture of positive customer experience, improved compliance and reduced risk.  Objective detail from every interaction empowers managers and agents to focus on the importance of coaching and self-improvement to drive change.
  • Eureka Alert - Targeted real-time conversational guidance while a call is in progress. A standards-based API makes it easy to present and manage securely redacted alerts within existing business processes with massive scale performance. 
  • Eureka Capture - Speed up the deployment of your speech analytics program with Hi-fidelity speaker separated audio.  This solution allows contact centers to efficiently deploy speech analytics without impacting an existing call recording infrastructure.  Audio is securely captured in real-time and for post-call analytics.
  • Redact - A cloud-based privacy and compliance solution that provides real-time, post call and historical sensitive data removal across multiple languages with adaptable targeting and multichannel support delivers comprehensive security confidence.
  • Eureka Visualize - Powered by Tableau, bring your speech analytics data story to life.  Customize and compare graphical data to reveal insight to enable change.  With an accessible workspace through Analyze, easily create your visual narrative for all audiences in and beyond the contact center.
  • API - A standards-based application programming interface for use by your developers to help tailor integration projects to combine business system data with CallMiner Eureka speech analytics data.   A wide-ranging API framework makes it easy to import, extract and integrate with multiple data sources

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