CRMX Preferred Vendor
Eureka Customer Engagement Platform
Eureka Coach is a cloud-based direct performance feedback solution that leverages automated linguistic/acoustic analysis and performance scoring to improve agent quality through individualized feedback and coaching. Eureka Coach encourages a culture of performance optimization with speech analytics insight from every call, targeted guidance and agent self-improvement.
Role-based dashboards with automated performance scoring make it easy for supervisors to identify coaching moments and for agents to view their performance with drill down detail. Alerts notify agents for guidance with annotated call examples.