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CallMiner Eureka update combines real-time and after-call analytics at 10x of previous capacity
Orlando, FL, March 13, 2018 (GLOBE NEWSWIRE) -- CallMiner, the leading platform provider of award-winning speech and customer engagement analytics, announced today at Enterprise Connect 2018 that the company has made significant enhancements to its cloud-based customer engagement analytics platform, CallMiner Eureka, to increase speed to intelligence, reliability, and scaling capabilities.
CallMiner has witnessed a rapid increase and changing demand in the customer interaction analytics market. “In this age of the customer, the ability to pull intelligence from customer conversations is becoming a need-to-have, no longer a nice-to-have,” said Scott Kendrick, VP of Marketing at CallMiner. “In many cases this data is becoming critical to daily business operations,” Kendrick continues. In addition, CallMiner is seeing more large enterprises adopt cloud solutions and the use cases for speech analytics continue to expand across the organization.
CallMiner has advanced its core data processing engine to address these market needs. This latest innovation, built on a micro-services architecture, achieves the following:
By combining increased capacity and the ability to do both real-time and after-contact processing, the new platform redacts sensitive information and produces transcripts in real time that can then be sent to after-contact mining for quicker analysis. This provides a single streamlined solution for companies that are leveraging real-time alerting for scenarios such as regulatory disclosures and also using CallMiner Eureka engagement analytics for trending data such as automated call dispositioning and agent quality scoring.
“Importantly, the new CallMiner Eureka mining platform provides the foundation to continue adding more advanced features and products. This architecture will allow for continued advancements in our use of artificial intelligence and machine learning to drive greater and faster insights for our customers” concluded Kendrick.
For more information about CallMiner Eureka engagement analytics, visit www.callminer.com.
A photo accompanying this announcement is available at http://www.globenewswire.com/NewsRoom/AttachmentNg/3439c511-641e-464c-bb1c-8d03d1c3763e
Kate Davis CallMiner 239-689-6463 ext 428 firstname.lastname@example.org