Speech Analytics

CallMiner isn’t your typical speech analytics program. It represents the next stage in the evolution of analytics technology. Rather than merely indentifying a few select words and phrases, CallMiner captures 100% of the content. This means that every word and every silence are automatically analyzed to tell you everything you need to know about customer concerns and agent responses. CallMiner accomplishes this by analyzing multiple aspects of each call including the speech, acoustics, and metadata. Software maps call center analytics information into language patterns. CallMiner reveals what words were spoken, when, and how frequently. It can determine the pace at which the caller spoke, and the amount of physical stress in their voice, and even extract important information about periods of non-speech.

The program is able to account for additional contextual information, or metadata, about the call. This metadata can include CallMiner’s own information such as the word count and the length of the call, and also information from other sources. These sources can include CTI, ERP, and CRM systems. With CallMiner you can determine whether or not your marketing campaigns are effectively reaching your customers. The cost of a customer lost may vary from industry to industry, but it’s something your company won’t have to worry about with quality call center monitoring.