CallMiner adds direct agent feedback

CallMiner has expanded its EurekaLive platform to add advanced direct agent feedback and context driven workflow capabilities.

EurekaLive, the real-time performance monitoring platform uses contextual language patterning to analyze every word spoken in live conversation and guides agents to better call outcomes including higher sales, improved customer satisfaction, and stricter compliance adherence.

Key features in EurekaLive Agent Assistant include:

Contextual language patterning instead of word spots, greatly reducing false alarms
Virtually unlimited vocabulary provides flexibility for changing needs
Agitation and over-talk monitoring deliver immediate call sentiment feedback
Time-based or event driven script reminders to provide next-best-action guidance

EurekaLive delivers the same real-time alerting information to supervisors and quality analysts, allowing for action or intervention while the call is in progress. The alert monitor interface provides transcript snippets surrounding alerts and instant playback of call segments, reducing the monitoring effort.

Jeff Gallino

“CallMiner has taken a unique approach to provide automated call analysis in real-time, and the market response from both new and existing customers has been incredible,” said Jeff Gallino, Chief Technology Officer at CallMiner.