Crystal Clear Insight
Today executives are more motivated than ever to listen to their customers. It is not feasible or reasonable to listen to 100% of customer conversations and making decisions on a small sample of calls is risky.
The good news is that speech analytics has the power to improve all customer-based initiatives, strategic and operational. If you are recording customer calls, then your entire organization — from the contact center to the CEO's desk — can benefit from implementing CallMiner’s speech analytics solution. In today's economy, it makes sense to utilize all the assets you have — including the voice of the customer in the contact center — to help your organization grow and prosper.
How can you listen more effectively to your customers? Recorded conversations in contact centers are an obvious choice, but they are a largely untapped source for business intelligence. CallMiner taps into an organization’s most underutilized asset — the voice of customers — as captured in a contact center.
Mining customer conversations, Eureka identifies customer needs, analyzes calls, tracks behaviors, correlates causes and reports results. The resulting business intelligence can be leveraged across all aspects of an enterprise.
When enterprises use speech analytics they transition contact centers into profit centers, connect the front office to the back office, link strategy to operations and their organization to customers’ needs and preferences. Eureka automatically unlocks valuable business data stored in all recorded calls,
by converting calls’ content to reportable data.
Today’s Business Challenges and Necessities
It’s the new business charge, and you’re hearing it everywhere, including from your direct reports: DO MORE ON LESS. GET MORE BANG FOR THE BUCK. WORK SMARTER NOT HARDER. These words are no longer clichés. Speech analytics is not a magic elixir, but it comes pretty close.
In addition to powerful and actionable business intelligence, speech analytics helps to: Reduce Costs. Increase Productivity. Improve Customer Satisfaction. Predict Behaviors. Maximize Collections. Optimize Sales & Marketing
Eureka Enterprise
conversations a day. Enterprises chose Eureka because it is proven in very large deployments,and scales effectively and efficiently. Across multiple platforms, contact centers and lines of business, Eureka is able to provide a single view of an entire organization.Eureka is an independent and recorder agnostic speech analytics solution. As a result, Eureka is flexible to support mixed environments and to grow with your organization regardless of the recording technology chosen by IT or acquired subsidiaries. This allows you to have a consistent analytical view of your customer interactions.
What is Speech Analytics?
Speech analytics is the science of understanding customer conversations. To achieve this effectively, Eureka products and solutions recognize 100% of the call content – language and acoustics – providing comprehensive call search, automated call categorization, and discovery of hot topics, trends and issues:
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