CallMiner (News - Alert) has unveiled its latest instantaneous performance-tracking platform, EurekaLive. The platform, which has been developed by CallMiner in association with Santander Consumer USA Inc., allows tracking of in-progress calls in an automated manner. The calls are monitored for the existence or nonexistence of precise language or acoustic uniqueness, like escalation shots or insulting language.
In a statement, Erik Strand, senior director of New Product Initiatives at CallMiner said, “This real-time alerting system enables supervisors and quality analysts to take action while a call is still in progress. They can step in to defuse a high-risk situation or ensure that the agents are following the appropriate compliance script.”
Sales prospects can also be recognized using EurekaLive. The platform also acts like a sophisticated forewarning system especially for time susceptible material, like a service disruption. CallMiner will be launching EurekaLive in 2013 for commercial purposes.
Brad Martin (News - Alert), EVP, Servicing at Santander, said, “EurekaLive enables us to take action immediately for key areas that we routinely monitor for compliance. This gives our business unit an additional level of compliance assurance, as well as a competitive edge – all while providing best-in-class service for our customers. The tool gives us additional efficiencies and detailed reporting, which we use to improve our operations every day. Santander is a highly data-driven company, and EurekaLive complements our automated service center environment.”
CallMiner is a major provider of cloud-based offerings that enhance the performance of an agent via voice of the customer analytics across all channels. The exhaustive process of tracking information from all interactions, like calls/audio, chat, e-mail, surveys and social has been computerized by Eureka, thereby guaranteeing trustworthy and dependable information related to agent performance. Organizations can advantageously use real-time business intelligence for drastically enhancing customer service and sales. Organizations are also able to decrease expenses related to service delivery, alleviate risk, and recognize areas for process and product enhancements.
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Edited by Brooke Neuman