WATHAM, MA--(Marketwired - June 29, 2016) - CallMiner, the leader in speech and customer engagement analytics solutions, announces a significant improvement in the CallMiner Eureka speech-to-text recognition engine. Already delivering the industry's fastest speed to intelligence in customer engagement analytics, the upgraded recognition capability delivers up to 80-90% word recognition accuracy, with improved performance for low fidelity call recordings, up to 10x real-time processing speed, support for over 20 languages and dialects, and other advanced speech recognition capabilities. Faster insights translate into faster improvements in contact center performance, customer experience and satisfaction, compliance adherence and sales performance.
@callminer Eureka now with the most powerful speech recognition available transforms conversations into actionable customer insights.
A pioneer in leveraging full speech-to-text, the widely accepted modern approach to speech recognition, CallMiner Eureka enables organizations to improve performance and extract customer insights by automatically transcribing 100% of customer conversations into structured data and intelligence. This capability reduces the time and effort required by business analysts to extract actionable and meaningful intelligence. The result is faster discovery, faster decisions, and reduced time to results and greater business returns. Faster processing speeds will improve performance for real-time automated monitoring (EurekaLive™) and near real-time feedback (Eureka Express Mining).
"CallMiner remains committed to continuous improvement and the upgraded recognition engine is just the latest example," says CallMiner CEO Terry Leahy. "Improvements in accuracy as well as speed-to-intelligence can have an immense impact on our customers' ability to rapidly respond to a consumer's question or address an issue. And the capability to support more languages and dialects will allow us to better support our global customers and partners and expand into other regions of the world," Leahy continues.
The new recognizer also eliminates out-of-vocabulary concerns with an expanded dictionary, accommodating additional words and phrases including proper names of people, products and companies.
CallMiner will begin deploying the new Eureka recognition engine in July as a part of its Eureka version 10 upgrade.
CallMiner believes that resolution is the fundamental driver of positive customer experiences. When contact centre agents and others responsible for customer engagement are empowered by insight and feedback in real-time, they can dramatically improve the rate of positive outcomes. 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, CallMiner has consistently ranked number one in customer satisfaction, including surveys conducted by DMG Consulting and Ovum. www.callminer.com.