CallMiner Eureka — AI Conversation Analytics

CallMiner Eureka is an AI-driven conversation analytics platform for contact centers and compliance teams

CallMiner Eureka is an omnichannel conversation analytics platform that captures and analyzes customer interactions across voice, chat, email, and social media. This software is designed for contact center managers and compliance officers who need to monitor 100% of customer communications rather than relying on small manual samples. By using speech-to-text and sentiment analysis, the platform identifies customer intent and agent performance trends automatically. CallMiner Eureka provides automated quality monitoring by scoring every call based on predefined business criteria and regulatory requirements. This allows managers to identify coaching opportunities without spending hours listening to recordings. Business owners can use the platform to redacts sensitive PCI and PII data automatically, ensuring that customer privacy is maintained during the analysis process. On surfai.app, we track tools like this that bridge the gap between Big Data and actionable operational changes. The platform also features real-time agent coaching, which provides live feedback to staff while they are still on the phone with a customer. This helps in de-escalating tense situations and improving first-call resolution rates. Organizations use these insights to reduce churn and improve overall customer experience scores through data-driven training programs. CallMiner Eureka is available via custom enterprise pricing models tailored to specific call volumes and organizational needs.

• Pricing: enterprise

Specifications

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