CallMiner Delivers Automated Next-Best-Action Guidance Directly to Call Center Agents



CallMiner, a speech analytics and automated quality monitoring solutions for contact centers provider has expanded its EurekaLive real-time performance monitoring platform with advanced direct agent feedback and context driven workflow capabilities.

EurekaLive uses contextual language patterning to analyze every word spoken in live conversation and intelligently guides agents to better call outcomes including higher sales, improved customer satisfaction, and stricter compliance adherence.

Key features in EurekaLive Agent Assistant include:

  •     Contextual language patterning instead of word spots, greatly reducing false alarms.
  •     Virtually unlimited vocabulary provides ultimate flexibility for changing needs.
  •     Agitation and over-talk monitoring deliver immediate call sentiment feedback.
  •     Time-based or event driven script reminders provide next-best-action guidance.

The solution can also be used by supervisors and quality analysts, allowing for action or intervention while the call is still in progress. The alert monitor interface has the added benefit of providing transcript snippets surrounding alerts and instant playback of call segments, further reducing the monitoring effort.