CallMiner Eureka provides a comprehensive platform for organizations to analyze 100% of their customer conversations, transforming raw interactions into actionable business insights. Leveraging advanced AI and machine learning, the platform interprets nuance, identifies patterns, and uncovers opportunities across both voice and text-based interactions, even when channels are not natively integrated. It helps businesses move from manual to automated quality monitoring programs, driving enterprise-wide value by connecting human understanding with tangible actions for improvement. The platform is designed to deliver the fastest time-to-value through turnkey integrations and automation, providing critical insights quickly. It enables automated performance scoring, emotion metrics, and AI-driven topic discovery to compel action and improvement within and beyond the contact center. CallMiner Eureka is trusted by leading organizations globally across various industries for its ability to provide rich behavioral insight and source-of-truth confidence from every interaction.

Features & Benefits

• Comprehensive Interaction Analysis
  • Analyzes 100% of customer conversations at the deepest levels, interpreting nuance and identifying patterns and traits that reveal new areas of opportunity.
• Omnichannel Analytics
  • Utilizes AI and ML-powered analytics to correlate text-based and audio interactions, even when originating from disparate or non-integrated channels.
• Performance & Operations Improvement
  • Connects insights to tangible actions, enabling automated performance scoring, emotion metrics, and AI-driven topic discovery to drive business improvement and frontline coaching.
• Rapid Time-to-Value
  • Delivers insights quickly through turnkey integrations and automation, minimizing the time, effort, and cost to uncover critical business intelligence.
• Solution Catalogue
  • Offers pre-built analytics content designed to maximize the automatic mining of critical insights for specific business use cases.
• Multi-Language Support
  • Provides support for multiple languages across transcription, redaction, and speech analysis functionalities.
• Speaker Separation
  • Clearly identifies both participants in conversations, even from mono recordings, to facilitate analysis of customer engagement and agent effectiveness.
• Open Platform & Integrations
  • Connects data and applications through a powerful, open platform featuring APIs, Connectors, and support for the Open Voice Transcription Standard (OVTS).
• Security & Compliance
  • Ensures omnichannel security through automated sensitive data redaction within a PCI-certified hosted model.
• Actionable Insights
  • Bridges the insight-to-action gap with real-time and post-interaction automated scoring, frontline coaching, and organization-wide awareness.