Improved Insights Solution Unveiled

The improved Eureka Platform has been presented at CallMiner’s annual conference.

The new platform, with an improved user experience, made its debut appearance at LISTEN 2015, CallMiner’s seventh annual conference for customer engagement professionals.

The platform includes enhancements in user experience design, customer journey visualisation, root cause analysis, and agent performance management workflows.

The platform has an enhanced user interface, with a focus on ease of use and a responsive design for a broader range of devices.

Key features include:

• Search and Interaction Analytics – Improved search suggestions reduce effort to find contacts of interest. Specialised tools for the categorisation of interactions help to simplify the creation of solutions that target specific business objectives. New views in automated topic discovery also improve root cause analysis.
• Agent Performance Management – Intuitive automated quality monitoring forms simplify the creation of agent scorecards. Scorecards are present for every interaction and an improved interaction details view, or call player, expedites performance review. Manual tagging features, commenting and manual score adjustments support quality monitoring and agent coaching workflows.
• Customer Journey Analysis – Customer engagement professionals and quality analysts can view and measure various key performance indicators across the omni-channel customer journey.
• Data Interoperability – An Application Programmable Interface (API) with an improved Software Development Kit (SDK) helps customer and third party solution providers to extract interaction analytics data to develop custom workflows.

“I am impressed with all the new features of the CallMiner Eureka Fall 2015 release,” said Joe Paiva at EOS USA. “We will be able to instantly capture our findings and run with them.”

“We are an organisation which passionately believes that customer interaction analytics products should have highly intuitive visualisation functionality and capabilities that are customer configurable and work right out of the box,” said Terry Leahy, CEO at CallMiner. “We are excited about this release and proud to continue providing thought leadership to the entire industry.”

For more information about CallMiner, visit their website.