Headquartered in Waltham MA, with offices in Fort Myers, FL, London, and Sydney, CallMiner is a privately held company that has been the industry pioneer and leader in the field of post contact and real-time Interaction Analytics since 2002. Every employee of CallMiner believes that resolution is the fundamental driver of positive customer experiences and when contact center agents and others responsible for customer engagement are empowered by insight and feedback in near real-time, they can dramatically improve the rate of positive outcomes. With the tagline “Listen to Your Customers, Improve Your Business,” CallMiner’s 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, sales or revenue recovery, reduce the cost of service delivery, mitigate risk, and identify areas for process and product improvement.
When Strength Lies in Providing Unique Products
CallMiner is a recognized leader both in post contact and real-time interaction analytics; it is also considered as a best of breed, standalone yet fully integrated solution. The organization offers a comprehensive set of post contact and real-time interaction analytics solutions designed to support the unique multi-fold requirements of the utility/energy contact center market. These products and platforms include:
- CallMiner Eureka– Delivered as a cloud-based or on-premise contact center monitoring solution. Eureka’s highly customizable and recorder agnostic customer engagement analytics platform analyzes 100% of customer/agent interactions, thereby transforming call center performance management.
- myEureka– MyEureka is the analytics industry’s first web-based dynamic portal application. Powered by Eureka, myEureka automates the contact center agent performance management process by providing direct performance feedback to contact center managers, supervisors, and agents.
- EurekaLive– Another industry first service, EurekaLive is a real-time call center quality assurance solution that monitors progress calls for the presence or absence of specific language or acoustic characteristics. Designed to provide real-time actionable information to supervisors, quality analysts, and agents, EurekaLive is customizable to address a wide spectrum of business needs.
- Eureka Xchange– It is an app exchange exclusively for Eureka 10 speech analytics users, enabling its customers to quickly download and apply pre-built scores and categories to their analytics suite. This reduces the time, energy and cost to expand their analytics platform. Eureka Xchange complements CallMiner’s existing libraries of solution packs and Eureka Playbook guides by providing additional automated categories and tags to gain even more key business insights.
An Immensely Experienced Leader
With more than 25 years of experience in high technology and banking, including roles as both Chief Financial Officer and Chief Operating Officer for both early stage privately held companies and later stage public companies, Paul Bernard is the President and CEO of CallMiner. Most recently he served as the COO and CFO of ExaGrid Systems – a $40M global service provider of backup storage systems. Before that, Mr. Bernard used to serve as the CFO of EqualLogic – a primary storage systems provider that grew rapidly to more than $100M in sales and was later sold to Dell for as much as $1.4 billion. He also served as the CFO of CareInsite – an early e-health player that went public in 1999 and was later sold to WebMd for $2 billion. Earlier in his career, Mr. Bernard served senior roles at Thinking Machines, Compugraphic, GCA Corporation, BayBanks, and State Street Bank. He holds an MBA in Finance and Entrepreneurship from the F.W. Olin Graduate School of Business at Babson College and a Bachelor’s degree in Business Administration from the University of Rhode Island.
When Feedback is a Gift
CallMiner believes that “Feedback is a Gift” and the organization’s vision is centered around the philosophy that when leaders and front-line employees receive near real-time and reliable feedback from customers, the enterprise is enabled with agility and responsiveness. With that said, the clear majority of CallMiner’s developments in product and platform innovations comes directly from its customers who are highly engaged with the organization and provide recommendations to continuously improve its technology to serve its user community better. Highlighting CallMiner’s commitment to continuous improvement, a substantial portion of the organization’s LISTEN 2017 CallMiner User Conference and Customer Engagement Analytics Event was devoted towards hearing feedback from CallMiner customers.
Tackling Competition and Future Plans
As per the industry insiders, CallMiner is the Best of Breed technology in the Engagement Analytics field. With a number of players providing a number of products that might include contact center solutions, Work Force Management or Work Force Optimization, recording and some form or degree of analytics, CallMiner stands solely focused on the field of Omni-Channel Contact Analytics in both post contact and real-time interactions. Thanks to its experience of more than 15 years and in excess of 2 billion hours of interactions mined and analyzed, CallMiner has leveraged that deep knowledge and insight to produce a number of industry firsts including: first and largest Cloud based PCI compliant speech analytics platform, first Web-based Agent/Supervisor Dynamic Feedback Portal, first Analytics platform with “Out-of-the- Box” pre-built use case categories and scores, first Real-Time Speech Analytics Platform, industry’s first hosted platform application exchange for category & score builds, and more than 250 IP patents on its award-winning interaction analytics technology.