London, UK – Nov 19, 2015 – CallMiner, rated first in customer satisfaction for interaction analytics, announced today the latest release of its flagship product, Eureka. The Eureka Fall 2015 release includes enhancements in user experience design, customer journey visualisation, root cause analysis and agent performance management workflows. New and improved capabilities of Eureka Fall 2015 will further accelerate the speed at which organisations can gain the intelligence required to boost contact centre performance and deliver better customer experiences, leading to increased revenue, compliance and efficiencies.
Eureka Fall 2015 has a significantly enhanced user interface, with a focus on ease of use and a responsive design optimised for a broader range of devices. The new application represents CallMiner’s platform for future development and will allow for an increased speed to market as CallMiner continues to evolve and expand its product line to support the changing demands of customer engagement centres and omni-channel customer journey analytics.
Eureka Fall 2015 includes several functional enhancements.
Search & Interaction Analytics
Improved search suggestions reduce effort to find contacts of interest. Specialised tools for the categorisation of interactions further simplify the creation of solutions that target specific business objectives. New views in automated topic discovery improve root cause analysis.
Agent Performance Management
More 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 entire omni-channel customer journey through a new intuitive visualisation.
Data Interoperability
A more powerful Application Programmable Interface (API) with an improved Software Development Kit (SDK) enables customer and third party solution providers to easily extract interaction analytics data for greater flexibility and speed in developing custom workflows to solve specific business challenges.
Fast-Track™ & Improved Administration
New administration tools give customers greater control over the configuration of CallMiner Eureka, further reducing dependency on professional services. Fast-Track, CallMiner’s accelerated delivery model, gets customers up and running within days or hours.
About CallMiner
CallMiner believes that resolution is the fundamental driver of positive customer experiences. When contact centre agents and others responsible for customer engagement are enabled by insight and feedback in real-time, they can dramatically improve the rate and speed of positive outcomes. With the tagline “Listen to Your Customers, Improve Your Business” our 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. Highlighted by multiple customer achievement awards, CallMiner has consistently ranked number one in customer satisfaction, including surveys conducted by DMG Consulting and Ovum. For more information, please contact CallMiner at (781) 547-5666, or visit www.callminer.com.