The quick deployment of proven engagement analytics can help contact centres receive enhanced analysis of client interactions.

CallMiner’s Eureka speech analytics platform delivers insights by mining the interactions that organisations have with their customers. These interactions, whether inbound or outbound, audio or text-based are transformed into a business intelligence resource that can be explored interactively and from which structured metrics and supporting facts can be derived to facilitate monitoring and improvement of performance.

Businesses will increasingly recognise that they will need contact centres to manage their ever-growing interactions with customers across different channels. To do this efficiently, they will need the right insight and expertise, to understand better their customer’s needs and how to respond to them.

Resolution is the fundamental driver of positive customer experiences. When contact center agents and others responsible for customer engagement are empowered by insight and feedback in near real-time, they can dramatically improve the rate of positive outcomes.  With the tagline “Listen to Your Customers, Improve Your Business” CallMiner’s goal is to help companies automate the overwhelming process of extracting insight from phone calls, chats, emails and social media to dramatically improve customer service and sales, reduce the cost of service delivery, mitigate risk, and identify areas for process and product improvement.

IP Integration is excited to be working with CallMiner’s Eureka product and bringing the rich capabilities, ease of use and high impact to the benefit of contact centres and customers alike. Contact analytics technology and methodology can now be economically accessed by SME contact centres, which in the past, have found them to be too cost prohibitive or too complex and time consuming to deploy. This has the potential to transform contact centre performance management across all industries, large, medium and small.

For more information see the Eureka datasheet.

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