Alert
Drive better outcomes with real-time guidance
CallMiner Alert automatically notifies agents or supervisors based on customer interaction indicators. Customer behaviors are uncovered and used to drive action while a call is in progress to alter the course of an interaction and improve outcomes.
Always-ready guidance for agents at the most crucial moments
Immediate
Optimize agent engagement by triggering immediate attention and next-best action based on the most impactful customer indicators with automatic data-driven intelligence.
Scalable
Supports more than 100,000 simultaneous multichannel interactions without any storage requirements for insights, trend analysis and other reporting benefits.
Targeted
Self-configuration make it easy to establish alert thresholds, and modify notifications based on changing conversational topics or specific customer indicators.
Real-time intelligence for proactive agility
CallMiner Alert delivers a level of proactivity that improves customer and agent experience. Dynamic insights help drive action to reduce customer issue escalations, resolve potential compliance risks, and recover from a negative customer interaction in real time.
Drive specific outcomes or alert management to issues in the moment
In-the-Moment CX Intervention
- Identify at-risk customers in real time and take proactive steps to retain them
- De-escalate emerging issues or automatically elevate to a supervisor to prevent formal complaints
- Identify retention and upsell opportunities with dynamic suggestions
Optimize Agent Performance
- Direct agent attention with self-customizable alert thresholds
- Provide agents next-best guidance in real time
- Improve conversation response times and lower overall monitoring costs
Ensure Compliance & Mitigate Risk
- Automatically redact sensitive audio, text and transcription data in real time
- Identify legal and script compliance, including timing of required disclosures with immediate resolution guidance
- Real-time supervisor visibility for in-the-moment intervention
Key Features
Alerts by Category
Automated categorization allows for alert types customized for each kind of call to improve efficacy.
API-Driven Power
Integrate with existing agent desktops, CRM platforms, and other live monitoring applications.
Expands Across the Platform
Integrate with Eureka Coach to monitor real-time alerts in the interface and with Eureka Analyze for post-contact analysis using AI-powered scoring of transcribed audio.
