SOURCE: CallMiner

April 29, 2008 11:22 ET

CallMiner Releases New Version of Its Speech Analytics Solution

Enhancements to Its Eureka Solution Support Large Scale Enterprise Implementations

FORT MYERS, FL--(Marketwire - April 29, 2008) - CallMiner, the leader in advanced speech analytics, today announced the release of its latest version of CallMiner Eureka. The latest version provides users with a multitude of new features and functionality, with the primary focus of the new release to support large scale implementations for enterprise customers. The latest version is available immediately to current and new customers.

"CallMiner is focused on scaling our speech analytics solution to meet the needs of large, heterogeneous implementations," said Jeff Gallino, CallMiner's CTO and co-founder. "With the latest version of Eureka, we are able to mine thousands of hours of conversations per day across multiple recording vendors and provide a single view of business intelligence to our customers. Enterprise customers are naturally excited about scale because it positively impacts their speed to intelligence."

"In helping customers plot solutions and strategies for CRM, Business Intelligence and Call Center AQM, we're always asked whether we believe Speech Analytics is real and whether it has scalability," said Gartner Research Director Gareth Herschel. "To meet the standard of 'enterprise proven' Gartner believes speech analytics solution providers should have large, global implementations with out-of-the-box functionality to support business analysts and the needs of senior executives."

"As a technology innovator, CallMiner is committed to providing increased value to our customers," said Gallino. "Many of Eureka's new features were driven by the organizational needs of large enterprise customers requiring a best of class solution. CallMiner takes a company's most underutilized asset -- the actual voice of the customer as captured in the call or contact center -- to create exceptional business opportunities."

Released in conjunction with the announcement of several key customers in the automotive, financial, healthcare and telecommunications sectors, the new version of Eureka has specific user features:

--  Eureka delivers enhanced views of actionable information via new
    solution packages that deliver key business objectives such as agent
    lifecycle management, improving customer satisfaction, and first call
    resolution.
--  Eureka empowers users to customize their own call categorizations
    without a service investment.
--  Eureka expands access to critical intelligence across the enterprise
    with a browser-based application.
    

For platform enhancements:

--  Eureka enables customers to integrate multiple, heterogeneous sites,
    regardless of recorder type, version or vendor or location.
--  Eureka leverages data encryption to secure audio while stored on disk.
--  Eureka supports full functional multi-tenancy for data separation
    across business units or clients.
    


About CallMiner

CallMiner is the leader in advanced speech analytics. Eureka, the company's flagship product, is the only speech analytics solution that automatically and accurately discovers the content, context and purpose of an entire conversation and of every call, enabling companies to understand why customers call and how agents respond. With this knowledge, CallMiner customers are able to significantly improve customer service, enhance agent quality, increase sales and impact marketing effectiveness. For more information, please contact CallMiner at (239) 689-6463 or visit www.callminer.com.

Contact Information

  • CallMiner Contact:
    Kara Hendrickson
    (239) 689-6463, ext.134
    Email Contact