Call Center Management Featured Article
CallMiner Unveils Automated Next-Best-Action Guidance
Adding direct agent feedback and context driven workflow capabilities, cloud-based solution provider CallMiner (News - Alert) has expanded its EurekaLive real-time performance monitoring platform. EurekaLive helps agents analyze the conversation they are having with a caller in real time and helps them increase their sales.
EurekaLive Agent Assistant makes use of contextual language patterning. Compared to word spots, this considerably reduces the number of false alarms and provides a virtually unlimited vocabulary. This helps agents adapt to changing situations during a call.
EurekaLive Agent Assistant also includes other advanced features, including agitation and over-talk monitoring. These unique features provide immediate call sentiment feedback and help the agents understand when the call is going wrong. Similar real-time alerting information is available for supervisors and quality analysts as well. This allows senior staff to intervene in time if a call is going wrong and prevent more damage.
With this real-time call center quality assurance alerting system, supervisors and quality analysts can review occurrences of events in real time and easily decide where they need to step in. The EurekaLive Alert Monitor keeps an eye on acoustic characteristics, such as escalation attempts, churn language, profanity, compliance scripts, or high emotion.
“CallMiner has taken a unique approach to provide automated call analysis in real-time, and the market response from both new and existing customers has been incredible,” said Jeff Gallino, chief technology officer at CallMiner. “Our ten plus years of experience delivering speech analytics solutions to contact centers has helped us create a highly effective, usable, and useful product.”
Recently, the company sponsored the Speech Analytics channel on TMC (News - Alert). This channel is for decision-makers within the call center space who are looking for information on contact analytics solutions.
Edited by Blaise McNamee