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Customer Interaction Analytics Solutions for
Communications Companies
Incorporating interaction analytics to contact center operations is a proven way to improve customer satisfaction, sell more services, raise agent productivity and reduce the risk of compliance violations. According to Aberdeen Research, the advantages predictive analytics users have over non-users include:
CallMiner Eureka interactive analytics technology helps you deliver these and other benefits to your customers. It gives you the ability to automatically monitor, record and score all customer contacts across multiple channels, including calls, chats, email or social media. CallMiner Eureka processes the structured and unstructured data to optimize find your customers’ voice and optimize their journey, while real-time monitoring and alerts ensure agents follow best practices, quickly respond to customer requests and upsell opportunities, all while protecting against compliance violations.
Communications customers have more choices than ever before for connecting to networks, airwaves and content. Having a great lineup of services isn’t enough to attract and hold customers, you need to be the company they want to do business with. That means finding the voice of your customers and proving that you’re listening by creating the services they want and delivering them with as little friction as possible. Interaction analytics is a powerful tool for optimizing your customer engagements and serving them consistently across all channels.
Raise Customer Satisfaction Levels
Sell More Services
Increase Contact Center Productivity
Improve Compliance
98% greater annual increase in customer lifetime value
91% greater annual improvement (decrease) in customer effort score
78% greater annual increase in average customer profit margin
38% greater annual increase in employee engagement rate
13% greater annual increase in customer retention rate
A hospitality company saw its best-practice calls improve by 13 percent and its customer satisfaction rise by 26 percent after it began using CallMiner Eureka.
A telesales organization documented a 26 percent improvement in customer satisfaction after implementing CallMiner Eureka, and a 20 percent increase in upsells.
A business services provider documented a 17 percent improvement in the use of correct language during customer calls, a 2.8 percent increase in first call resolution and a 4 percent increase in customer satisfaction.
Using CallMiner Eureka to identify best practices and encourage them through coaching and prompting helped a collections agency improve its conversion rate by 7.8 percent.
By analyzing millions of structured and unstructured data points from thousands of interactions with your customers, CallMiner Eureka helps you determine what customers want and what they respond to, both positively and negatively. Then you can create the best practices (including service offerings, scripts, sequences, etc.) for different situations, such as sales promotions, service requests and complaint calls. Real-time monitoring prompts and alerts supervisors to help ensure agents follow best practices so customer interactions are optimized by the type of engagement and by channel.
Anticipating customer needs and adhering to best practices helps agents reduce average call handle times, minimize transfers, avoid disputes and escalations, and improve the first call resolution (FCR) rate. That all contributes to a positive customer experience.
Satisfied customers have a higher lifetime value and are also excellent candidates for additional services. To capture potential incremental revenue, agents need to recognize the opportunity and be prepared to pursue it. Interaction analytics can provide the digital edge to help agents capitalize on customer insights.
Monitoring occurs across all channels and can automatically trigger prompts or other intervention for agents whenever opportunities come up during a customer contact. Plus, real-time monitoring is available to give agents suggestions to provide the best-possible action while they are engaged with the customer. Upgrade offers and other information can be delivered using the language and sequence that have been proven to be most effective for the situation.
Using interaction analytics to automate and optimize customer contact is a proven way to reduce contact center operating costs. CallMiner Eureka automatically produces an automated scorecard for all customer interactions. Automated scoring can save thousands of hours compared to the traditional manual process of selecting calls for analysis, listening to recordings and reviewing transcripts and then assigning a score.
Results can be reported by individual agent, group, type of contact and many other user-defined parameters. The insights gained from analyzing content, metadata, emotions, the amount of silence on calls and numerous other data points helps organizations optimize their training, processes and agent performance.
Real-time monitoring helps prevent excessive silent periods on calls, which can drive up call times and are often an indicator the agent needs help.
Raise Customer Satisfaction
Sell More Services
Increase Contact Center Productivity with Automated Scoring“We have seen a lift in agent productivity, and that translates into cash.”
Chris MalfeltChief Operating Officer | AMCOL Systems
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One CallMiner Eureka client gained 800 hours per month in agent productivity simply by reducing silence on calls using the insight it gained from interaction analytics. Another company calculated that a 10 percent reduction in call silence would equate to a 1 percent reduction in call volume, which would effectively increase call handling efficiency by 1 percent without adding any incremental labor costs.
Automated recording, scoring and indexing lets supervisors coach their agents much more effectively. Dashboards can alert supervisors to agents or situations that may need additional training or reinforcement. Supervisors can quickly access the type of calls or chats they want to review, or specific situations within a contact, without having to manually search and sample recordings and transcripts. A business services company reduced the time its supervisors spent preparing to coach call center agents by 40 percent by using contextual data from CallMiner Eureka to pinpoint where each agent needed help.
Employee satisfaction also increases because the improved training and coaching made possible by interactive analytics helps employees avoid situations they are not prepared for. That prevents interactions from escalating and reduces the employee frustration that contributes to churn. An independent study of the impact of contact center technology found companies that used predictive analytics improved their employee engagement by 38 percent more than companies that did not.
CallMiner Eureka tracks every call for Mini Miranda language, Right Party Contact language, Telephone Consumer Protection Act (TCPA) violations, abusive language from either party and other risky activity.
CallMiner also offers real-time contact center compliance monitoring with EurekaLive, which automatically monitors in-progress calls for the presence or absence of specific language or acoustic characteristics in real time, so there can be intervention to prevent an escalation, violation or complaint. One financial services firm reduced its regulatory complaints by 33 percent after implementing CallMiner Eureka. Another reduced its escalation calls by 66 percent.
By automating the recording, analysis and indexing processes, organizations get the documentation they need to resolve disputes and satisfy auditors – without having to spend time listening to and transcribing call recordings. Customer interaction analytics can even help TCPA compliance by identifying recycled phone numbers.
Interaction analytics provides the path for communications services providers to understand their customers, serve them better, and provide a consistently excellent customer experience across all channels. CallMiner Eureka is the rare solution that improves both internal and customer-facing operations. Use it to make your contact center agents more productive, and to make your customers more satisfied and profitable.
Improve Compliance
Eureka improves contact center and enterprise performance through interaction analytics. It immediately reveals insights from automated analysis of communications between you and your customers across multiple channels – including calls, chat, email, texts, social media, surveys. It captures metadata from any source, allows for free-form search of certain words and phrases, automatically evaluates for sentiment/acoustics, determines root cause and categorizes and scores performance. Eureka also allows viewing and measuring KPIs across the entire customer journey through intuitive visualization.
MyEureka automates the contact center agent performance management process by providing direct performance feedback to contact center managers, supervisors, and agents. Metric tiles provide personalized performance indicators and trends information and aggregates it into a single dashboard view. A personalized watch list lets agents know what key areas they need to work on and MyEureka provides ranking data lets them see how they measure up and encourages self-improvement.
EngagementOptimization.com ( ) is an online community of customer engagement professionals, enabling members to connect with a robust ecosystem of other users, thought leaders and industry experts to leverage each other’s knowledge and experience in optimizing customer engagement.
CallMiner EurekaLive listens to every live conversation and provides real-time feedback and next-best action guidance to both supervisors and agents. Using CallMiner’s enterprise speech recognition technology and contextual language patterns, EurekaLive automatically monitors in-progress calls for the presence or absence of specific language or acoustics, and delivers instant alerts to a dashboard or agent desktop.
Eureka Xchange is an app exchange for the powerful Eureka 10 interaction analytics platform, as a public preview. From Eureka Xchange users can extend CallMiner Eureka with expertly crafted “categories,” search queries for automatically tagging customer interaction events relevant to their operations. These categories can be used immediately or modified to suit customer needs for rapid business insight.
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