CallMiner Upgrades Eureka Speech-to-Text Recognition

US-based speech analytics specialist CallMiner has added a number of features to its Eureka speech-to-text recognition engine, including up to 90% word recognition accuracy and support for more than 20 languages.

CallMiner captures contact center conversations to give clients 'the voice of the customer', and its Eureka software automates the process of extracting information from customer calls into structured data. According to the firm, its upgraded recognition capability delivers up to 80-90% word recognition accuracy, with improved performance for low fidelity call recordings. The new version also offers an expanded dictionary, with additional words and phrases including proper names of people, products and companies.

CEO Terry Leahy (pictured) comments: 'Improvements in accuracy as well as speed-to-intelligence can have an immense impact on our customers' ability to rapidly respond to a consumer's question or address an issue. And the capability to support more languages and dialects will allow us to better support our global customers and partners and expand into other regions of the world.'

Web site: www.callminer.com .