Waltham, MA, USA, May 29, 2018 -- CallMiner, a platform provider of speech and customer engagement analytics, announced the latest release of its agent performance management platform, now branded Eureka Coach. Eureka Coach is a cloud-based portal that automates and accelerates performance feedback to contact center agents and supervisors based on objective scoring from CallMiner Eureka speech analytics.
"Eureka Coach creates a culture of optimization where agents consistently receive feedback on their performance rather than waiting for a monthly coaching session," said Bruce McMahon, Director of Product Management at CallMiner. "Delivering automated feedback directly to those that can act on it has been proven to drive faster time to insight and faster time to action. With this pervasive intelligence, agents can self-coach and see the immediate impacts of changes in their tactics."
Coach, currently in live beta testing with several organizations, will be available to CallMiner Eureka users to build on the customized scoring and insights from Eureka.
Dennis J. Christie, Senior Director of Regulatory Compliance at Performant Financial Corporation, said: "We are thrilled with the ease of the new Coach platform and all its enhanced capabilities. We believe this product will make a significant impact on streamlining our auditing process and are extremely excited for the full rollout to take place!"
"Analytics programs are frequently challenged by a barrier between insight and the actions needed to drive change that impacts the business," said CallMiner CEO Paul Bernard. "Eureka Coach helps organizations of all sizes bridge this divide to drive real action from the awareness and insight uncovered by Eureka through data-driven encouragement and personalized accountability."
Posted by Veronica Silva Cusi, news correspondent
CallMiner is a provider of enterprise speech analytics. CallMiner believes that resolution is the fundamental driver of positive customer experiences. With the tagline “Listen to Your Customers, Improve Your Business” our goal is to help companies automate the overwhelming process of extracting insight from phone calls, chats, emails and social media to dramatically improve customer service and sales, reduce the cost of service delivery, mitigate risk, and identify areas for process and product improvement. Highlighted by multiple customer achievement awards, including six Speech Technology awards in the past four years, CallMiner has consistently ranked number one in customer satisfaction, including surveys conducted by DMG Consulting and Ovum.
Published: Thursday, May 31, 2018
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