Carahsoft: CallMiner Analytics Suite

INTELLIGENCE SOLUTIONS FOR GOVERNMENT FROM CARAHSOFT^TM

CallMiner Analytics Suite

Improve business performance, with complete business intelligence that comes directly from your customers.

CallMiner Analytics Suite is the only resource for analyzing Contact Center content that delivers complete business intelligence to drive performance improvement. Unlike solutions that rely on limited capabilities such as sampling and word spotting, CallMiner Analytics Suite analyzes all the content collected from Contact Center calls - and then applies sophisticated conversation analytics to extract meaningful information from it. That's information you can use to make decisions and adjustments that will directly improve business performance.

The ability to easily identify critical trends

The TrendMiner component of CallMiner Analytics Suite goes beyond mere reporting of selected content to enable businesses to:

automate the otherwise time-consuming manual process of searching through calls to identify trends
capture trend information in real time to enable a more effective, faster response to trends
easily identify conversations that correlate to critical issues such as customer satisfaction

Unprecedented cost advantages of distributed computing

The Virtual Server Room platform uses distributed computing to eliminate cost barriers to complete call processing, making it possible to:

mine 100% of the data in a day's calls - and for only about 5% of what it would cost using traditional methods
eliminate the need for potentially inaccurate sampling and statistical averaging
always get a complete picture of what customers say in their calls

More efficient, effective Contact Center operations

CallMiner Analytics Suite automates call scoring and classification, allowing Contact Centers to:

use timely trending information to improve first-call resolution
identify topics that lead to being put on hold so that corrective action can be taken
replace inefficient manual call scoring with automated call processing and report generation
scale to thousands of agents across multiple locations

Opportunities for enterprise-wide improvement

CallMiner Analytics Suite drives performance improvement beyond the Contact Center, affecting key areas including sales, marketing, operations, and customer satisfaction. It specifically enables organizations to:

identify upsell and cross-sell opportunities in call content
assess marketing ROI by analyzing responses to promotions
improve regulatory compliance and training by tracking agent adherence to Contact Center scripts
enhance customer satisfaction through better Contact Center interaction and faster issue resolution

The ability to easily customize the solution

CallMiner SpeechTools can be added to CallMiner Analytics Suite to customize the solution to a particular language, set of terms, or specialized audio. It empowers organizations to:

tune the solution to different accents, dialects, and other characteristics
customize the solution dictionary to specific industry requirements
make changes without requiring special skills or services

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