Contact Center Solutions Featured Article

Eureka Express Mining - a Gigantic Stride in Speech Analytics?

June 11, 2014

CallMiner, known for its speech analytics solutions, has taken a big step forward with the introduction of a high-performance analytics service for enterprises – Eureka Express Mining- that extracts post-call insights almost immediately after a phone call. It can reportedly return complex categorization,scoring results faster than any other speech analytics system currently on the market.


“We have differentiated ourselves from every other competitor in the industry with Express Mining and the latest update to the Eureka speech analytics platform,” said Terry Leahy, chief executive officer at CallMiner, adding, “No one else can match this level of speed to intelligence for post-call analytics, which typically requires complex categorization and scoring.”

Essentially directed at call centers with time- critical processes, Eureka Express Mining can also benefit companies in different ways. Hot sales leads can be followed up very quickly, helping to close deals faster and generate additional revenue. Also, with timely customer follow ups, it’s possible to ensure that all important information has been correctly captured. Any omissions can be rectified without delay. Legal tangles can be sorted out early without any fear of escalations.

Eureka Express Mining customers can now have full-scale call analytics delivered from the cloud within minutes of call completion.

This does appear to be an important addition to CallMiner’s Eureka portfolio. If companies are to support their customers, it’s important to understand how they interact with their contact centers.  Eureka Express Mining has made this task easier by allowing companies to run advanced analytics on phone conversations, within minutes of a phone call.

“We are now seeing an average turnaround time of 6 minutes per call, which is a critical use case for our speech analytics deployment,” noted Brad Barnett, president at CallSource, one of the first CallMiner customers to use Eureka Express Mining.

CallMiner will be showcasing Express Mining and the newest version of Eureka at Booth #42 during Call Center Week in Las Vegas, NV.





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