CALLMINER Customer Journey Analytics

CallMiner Eureka, a journey-based analytics solution, aids contact centers in improving the customer experience, enhancing the agent performance, ensuring compliance, minimizing risks, reducing operational costs, and enhancing sales. It helps contact center personnel, including supervisors, managers, and agents, access the customer feedback provided by the speech analytics software. CallMiner Eureka Xchange empowers marketers to use the extended capabilities of CallMiner Eureka with new categories and search queries. The new categories can tag customers’ interactions automatically. These categories can be customized as per the customers’ requirements to obtain rapid business insights. The solution can be deployed on cloud and on premises.

USP : CallMiner provides customer journey analytics solutions through CallMiner Eureka, a speech analytics software, and the Eureka Xchange app. These products help marketers analyze huge volumes of data generated from customer interactions across all customer touchpoints, including emails, chats, calls, and social media.

BUYERS
VENDORS
EXPERTS
2.8
ANALYSTS
 

CALLMINER detailed analysis

Product Maturity
Company Maturity
Use Case Maturity
Most IMPORTANT
0.0
0.0
0.0
Breadth and Depth of Product Offerings
1.05
2.20
1.65
Product Features and Functionality
2.65
3.60
2.75
Product Differentiation and Impact on Customer Value
2.85
3.30
3.70
Product Branding
2.35
3.80
3.80
LEAST IMPORTANT LESS IMPORTANT

PARTICIPATING QUADRANTS

CALLMINER has chosen it’s strengths in these 3 territories
  • Niche Quadrant

    All-Asia-Pacific

    20 Participants

  • Niche Quadrant

    All-North America

    22 Participants

  • Niche Quadrant

    All-Europe

    19 Participants

STRENGTHS
  • Product Maturity / Channel of Delivery
    Directly
  • Product Maturity / services
    Customer Support
  • Product Maturity / Touchpoints
    Call center
  • Product Maturity / Touchpoints
    Mobile
  • Product Maturity / Touchpoints
    Social Media
  • Product Maturity / Touchpoints
    Web
  • Product Maturity / Industry Vertical
    BFSI
  • Product Maturity / Industry Vertical
    Energy and Utilities
  • Product Maturity / Industry Vertical
    Healthcare and Life Sciences
  • Product Maturity / Industry Vertical
    IT and Telecom
  • Product Maturity / Industry Vertical
    Other Industry Verticals
  • Product Maturity / Industry Vertical
    Retail and eCommerce
  • Product Maturity / Industry Vertical
    Travel and Hospitality
  • Product Maturity / Data Format
    Audio/Speech
  • Product Maturity / Data Format
    Text
  • Product Maturity / Preferred Mode of Delivery
    Full Time Equivalent
  • Product Maturity / Deployment Model
    Hosted / On-Cloud
  • Product Maturity / Deployment Model
    On-Premise
  • Product Maturity / Services
    Consulting
  • Product Maturity / services
    Sales Support
WEAKNESSES
  • Product Maturity / Pre Sales Support
    Others (Please specify)
  • Product Maturity / Breadth and Depth of Product Offerings
    Product Offerings
  • Product Maturity / Channel for Delivery of Support Services
    On-Site Support
  • Product Maturity / Deployment Model
    Hybrid
  • Product Maturity / Preferred Mode of Delivery
    Per User Basis
  • Product Maturity / Product Features and Functionality
    Product Functionality
  • Product Maturity / Preferred Mode of Delivery
    Subscription / Licensing
  • Product Maturity / Services
    Any other professional service
  • Product Maturity / Applications Served
    Customer loyalty and process management
  • Product Maturity / services
    Other support services
  • Product Maturity / Services
    Training and Education services
  • Product Maturity / Touchpoints
    Branch/Store
  • Product Maturity / Touchpoints
    Others
  • Product Maturity / Touchpoints
    Sales representative
  • Product Maturity / Industry Vertical
    Automotive and Transportation
  • Product Maturity / Industry Vertical
    Government and Public Sector
  • Product Maturity / Industry Vertical
    Manufacturing
  • Product Maturity / Industry Vertical
    Media and Entertainment
  • Product Maturity / Applications Served
    Others (Please Specify)
  • Product Maturity / Data Format
    Image
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TOP FEATURES
  • Product Features and Functionality
    Touchpoints
  • Product Features and Functionality
    Applications Served
  • Product Features and Functionality
    Data Format
  • Channel of Delivery
    Directly
  • Touchpoints
    Call center
  • Touchpoints
    Web
  • Industry Vertical
    Travel and Hospitality
  • Industry Vertical
    Healthcare and Life Sciences
  • Data Format
    Text
  • services
    Customer Support

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CALLMINER Presence in Customer Journey Analytics Software

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Marie Stelle

Engagement Partner - 360Quadrants.com