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CallMiner Updates Real-Time Speech Analytics Platform


CallMiner, a platform provider of speech and customer engagement analytics, has updated its real-time speech analytics module, Eureka Alert. Eureka Alert combines AI-driven automated transcription, redaction, and alerting to provide real-time direction to contact center agents and supervisors to drive specific outcomes within a call as it is occurring, or alerting management of critical risk or customer experience issues.

Real-time alerting is an important tool for improving or even saving customer interactions, helping to prevent customer attrition, driving sales, or mitigating serious legal, and security risk, said Bruce McMahon, senior director of product strategy at CallMiner. The solution provides critical information and reminders as the conversation is taking place rather than days or weeks later in a monthly review with the agent.

Eureka Alert leverages the core Eureka data processing engine that was enhanced earlier this year to support 10X the capacity of the previous platform, significantly improving the scale of real-time capabilities by allowing users to monitor hundreds of thousands of agents concurrently.  Alert is an API-based module designed to easily integrate into existing agent desktops, CRM platforms, or other live monitoring applications for seamless alerting through a familiar interface. In addition, supervisors using Eureka Coach can monitor real-time alerts via the Coach interface.

 Alert monitors the full stream of transcription and uses contextual memory to consider the overall progression of a call based on any user-defined trigger events, allowing for more sophisticated alerting and reduction of false positives that plague other real-time speech analytics solutions. Alert is also fully integrated into the Eureka Analyze platform to provide faster post-contact analysis with AI-fueled categorization and scoring of transcribed audio.

For more information about CallMiner Eureka engagement analytics and Alert, visit www.callminer.com/products/alert.


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