Briefs

CallMiner's newest speech analytics solution, CallMiner Eureka!, is aimed at helping organizations understand why customers call and how calls are handled.

by Coreen Bailor, Wednesday, March 21, 2007

Speech analytics player CallMiner has beefed up its functionality footprint with CallMiner Eureka!, its latest offering. The application, generally available now, automatically analyzes and reports on the content, context, purpose, and outcome of every recorded conversation, enabling companies to understand why customers are calling and how calls are handled, according to the company. "With Eureka! you find what you don't know," says Craig Lakey, CallMiner's vice president of marketing. "Previously you had to predetermine what you thought was relevant. You'd have to think 'I might have this problem, and the best way to determine if I have this problem is to look for these words or phrases.' With [Eureka!] you don't look for anything. It tells you that you have a problem in an area and what's causing it, and that's the true value of speech analytics."

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