CallMiner Improves Speech Recognition

CallMiner, the leader in speech and customer engagement analytics solutions, announces a significant improvement in the CallMiner Eureka speech-to-text recognition engine.

Already delivering the industry’s fastest speed to intelligence in customer engagement analytics, the upgraded recognition capability delivers up to 80-90% word recognition accuracy, with improved performance for low fidelity call recordings, up to 10x real-time processing speed, support for over 20 languages and dialects, and other advanced speech recognition capabilities. Faster insights translate into faster improvements in contact centre performance, customer experience and satisfaction, compliance adherence and sales performance.

A pioneer in leveraging full speech-to-text, the widely accepted modern approach to speech recognition, CallMiner Eureka enables organisations to improve performance and extract customer insights by automatically transcribing 100% of customer conversations into structured data and intelligence.

This capability reduces the time and effort required by business analysts to extract actionable and meaningful intelligence. The result is faster discovery, faster decisions, and reduced time to results and greater business returns. Faster processing speeds will improve performance for real-time automated monitoring (EurekaLive) and near real-time feedback (Eureka Express Mining).

“CallMiner remains committed to continuous improvement and the upgraded recognition engine is just the latest example,” says CallMiner CEO Terry Leahy. “Improvements in accuracy as well as speed-to-intelligence can have an immense impact on our customers’ ability to rapidly respond to a consumer’s question or address an issue. And the capability to support more languages and dialects will allow us to better support our global customers and partners and expand into other regions of the world,” Leahy continues.

The new recogniser also eliminates out-of-vocabulary concerns with an expanded dictionary, accommodating additional words and phrases including proper names of people, products and companies.

CallMiner will begin deploying the new Eureka recognition engine in July as a part of its Eureka version 10 upgrade.

For more information about CallMiner, visit their website.