Eureka

CallMiner Eureka is a cloud-based speech analytics solution designed to help contact centers evaluate customer experience or sentiments across various communication channels such as emails, calls, social media or chat. Features include sensitive data redaction, automated scoring, compliance management, data capture and visualization, reporting, customizable dashboard and call categorization. It lets customer service agents discover potential issues in interactions using word clouds, topic clusters and frequency maps, automate call scoring based on specific criteria and playback calls for further review. CallMiner Eureka assesses risk levels of calls and sends alerts to operators in real-time, helping them retain clients and enhance response time. Agents can track...