FOR IMMEDIATE RELEASE
Contact: For CallMiner
Jessica Mularczyk
(617) 729-3190
[email protected]
CallMiner Unveils CallMiner Eureka!
Next-Generation Speech Analytics Solution Provides Actionable Intelligence to Improve Customer Relations, Sales and Marketing
FORT MYERS, FL (March 20, 2007) – CallMiner, a leading developer of advanced speech analytics, today announced CallMiner Eureka!, the first speech analytics solution that automatically analyzes and reports on the content, context, purpose and outcome of every recorded conversation so companies understand why customers are calling and how calls are handled. The intelligence delivered by CallMiner Eureka! enables companies to improve customer satisfaction, enhance call center agent quality, increase sales and impact marketing program success.
CallMiner Eureka! accurately mines and analyzes every word of every call, as well as captures acoustic data (tempo, silence and stress), meta-data and customer information, and automatically delivers that information in a way that it can be used and applied to business improvement – out of the box and without the need for customization or costly services.
“Every company wants to know why customers are calling, but only now is it possible to completely and accurately understand the meaning of every call coming into the contact center and how the call was handled,” explains Jeff Gallino, CallMiner CEO. “Unlike other solutions that just focus on search and call sampling or manual conversation monitoring, which provide incomplete and inaccurate data for little business benefit, CallMiner Eureka!’s sophisticated technology delivers companies real actionable data that they can use to improve overall business operations. This raises the bar for speech analytics.”
“Datamonitor believes speech analytics in the contact center is one of the hot trends for 2007 and beyond. Speech analytics can provide an extremely powerful tool for highlighting and understanding the customer trends hidden in the customer interactions conducted through the contact center,” said Tom Pringle, senior analyst, Datamonitor. “CallMiner’s Eureka! product offers users a simple user interface which hides much of the complexity of archived audio mining, while still delivering the analytical muscle and flexibility advanced users of speech analysis need.”
With its single, user-friendly interface that automatically highlights significant trends and/or variations that can impact customer satisfaction, agent quality, sales performance and marketing effectiveness, CallMiner Eureka! delivers a unique depth and breadth of information in a way not previously provided by earlier generations of speech analytics solutions. This presents a new level of customer and business intelligence that companies can immediately act upon as necessary. Additional suite components provide the means for further analysis and reporting, enabling companies to easily and for the first time truly leverage a speech analytics solution to affect business success.
CallMiner Eureka! is available immediately directly from CallMiner or through CallMiner’s software partners.
About CallMiner
CallMiner is the leading developer of solutions that provide near real-time customer intelligence from recorded conversations. CallMiner’s advanced speech analytics solutions enable managers and executives to conduct ad-hoc queries and analyze conversations between agents and customers, while providing insight into why customers call, what they are saying and how agents are responding. The CallMiner suite of applications augments and helps fully utilize existing enterprise class monitoring and CRM initiatives. Leading institutional investors include Inflexion Partners, Intersouth Partners, Sigma Partners, Village Ventures, and In-Q-Tel. For additional information about CallMiner, Inc. visit www.callminer.com, or call 239-689-MINE.
About Datamonitor
Datamonitor plc (DTM.L) is the world’s leading provider of online data, analytic and forecasting platforms for key vertical sectors. It helps its clients, 5,000 of the world’s leading companies profit from better, more timely decisions. Through its proprietary databases and wealth of expertise, clients are provided with unbiased expert analysis and in-depth forecasts for seven industry sectors: Automotive & Logistics, Consumer Markets, Energy, Financial Services, Healthcare, Retail and Technology. Datamonitor maintains its headquarters in London and has regional offices in Frankfurt, New York, San Francisco and Sydney.
