CallMiner’s Upcoming Eureka Release Furthers Engagement Optimization



CallMiner is readying the launch of its interaction analytics software, Eureka Fall 2015. Scheduled to be released later this year, Eureka Fall 2015 will reduce the time and effort required by organizations to gain insight from valuable business intelligence and improve the performance of their contact center through customer interaction analytics.

This next major release introduces significant user experience enhancements, agent performance management improvements, leading data interoperability features, faster implementation times, as well as a host of other advancements to help customers realize better and faster interaction analytics insights and return on investment.

 

Eureka Fall 2015’s user interface has been significantly enhanced, with a focus on ease of use and responsive design. The new interface is optimized to support the broader range of devices found in organizations – from smaller form factor tablets with touch screens for portability to larger desktop screen resolutions for comprehensive analytics.

The following additional usability enhancements will help save time and increase speed to intelligence:

• Faster and more intuitive search functionality which reduces keystrokes and effort required to find contacts of interest.
• Improved tool design for the creation of categories and scores enables faster solution configuration.
• Enhanced call playback and contact detail views help supervisors and analysts quickly visualize and navigate key events and activities within an interaction, including the occurrence of certain scripts, words, phrases, and acoustic attributes such as over-talk and silence.
• New administrative tools allow for customer control over various system settings including the organization and naming of various filters and metadata.
• Expanded dashboards and administrative control of user permissions deliver the right data to the right person in the right format, improving speed to decision making.


Eureka Fall 2015 also integrates agent and team performance management into all aspects of the system to improve speed to performance improvement. Search results highlight scores of interest, while contact detail views now contain integrated scorecards for easy performance evaluation. Performance scores are automatically populated but afford the flexibility of manual review and adjustment when desired. Contact tagging of groups of contacts or sections of transcripts, threaded contact discussions, and scorecard commenting improve coaching workflows and supervisor/agent collaboration. The building of new scores is streamlined with familiar form configuration steps understandable by even nascent interaction analytics users that are early in the process of moving from manual quality evaluation to automated analytics driven performance evaluation.

Also new is a more powerful and easier to use application programmable interface (API) with an improved software development kit (SDK). These improvements will further enable enterprises, solution providers, and third party software vendors to extract interaction analytics data for use in third-party data analytics tools, integrate into other systems and applications such as workforce optimization or CRM platforms, or develop custom workflows to solve specific business challenges faster.


In addition, the Eureka Fall 2015 release also contains new engagement optimization features, bringing to market a set of tools that allow corporations to fully understand and optimize the complete journey of their customers across all channels and interactions. Engagement journey visualization reveals to marketers and care managers alike which success paths drive the greatest resolution rates, the fundamental metric of customer engagement.

New call path visualizations will enable analysts and supervisors to understand the optimal conversational path for any specific class of interactions by benchmarking desired outcomes. The speed and rate of occurrence of positive outcomes can be improved by guiding agents and interactions along that optimal path. Improved discovery tools will further enhance users of Eureka to determine root causes and discover the unknown. This combined set of capabilities will drive greater positive outcomes leading to improved processes, greater efficiencies, and higher revenues.


CallMiner is also announcing Fast-Track, a new installation methodology and toolset to get customers up and running within days or hours. Improved administrative tools included with Eureka Fall 2015 provide end user control of data mapping and integration, speeding up the go-live and configuration process. Faster configurations mean faster speed to intelligence as new users begin seeing interaction analytics results in a matter of days.

“Adoption of interaction analytics is taking off like a rocket ship – according to Contact Babel, 27 percent of contact centers in the U.S. are planning to implement it in the near future. Analytics has moved from a ‘nice to have’ to a ‘must have’ and the market demands ease of use and speed to intelligence, not necessarily more features,” said Terry Leahy, CallMiner CEO and president, in a statement. “Eureka Fall 2015 delivers on this demand and provides an application platform for forward enhancement.”