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Eureka Xchange is the place to find content developed by expert Business Intelligence Analysts to help accelerate your speech analytics projects. Simply select a Category of interest, authenticate with your Eureka account credentials, and the Category will be delivered to a folder in your Eureka Library. From there you can edit and use it just like any other Eureka Category.

Everyone is welcome to browse. But, this preview of Eureka Xchange can deliver Categories only to hosted Eureka 10 accounts in the US.

Filter to just the categories relevant to you with the buttons below, or press 'All' to see all categories.


Agreement Language

Eureka Category

Identifies language indicating agreement, such as you are correct, I like what you said, and that makes sense.

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Already Paid

Eureka Category

Identifies potential Consumer Finance Protection Bureau compliance risk due to language indicating payment was made, such as already paid, posted to account, and when was that paid.

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Assumptive Language

Eureka Category

Identifies language indicating a sale may occur, such as I will get you enrolled, you will love this, and I recommend.

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Call Closing

Eureka Category

Identifies language commonly spoken at the end of a call, such as any further questions, feel free to call back, and questions regarding...

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Call Opening

Eureka Category

Identifies language commonly spoken at the start of a call, such as may I speak with, good day, and hello my name is.

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Confidence

Eureka Category

Identifies language indicating confidence, such as I can find that out, show you how, and recommend. Search for the low scoring agents or the absence of confidence for possible coaching opportunities.

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Conversion

Eureka Category

Identifies language indicative of a successful transaction, such as write number down, account/order number, and confirmation number.

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Customer Confusion

Eureka Category

Identifies when the customer may be confused about statements made by the agent, such as can you explain, can't understand, and doesn't make sense.

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Debt Dispute

Eureka Category

Identifies potential Consumer Finance Protection Bureau compliance risk due to language indicating a disputed charge, such as already disputing, filing a dispute, and waiting for dispute results.

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Direct Payment Ask

Eureka Category

Identifies language indicating a payment has been requested, such as can you make a payment today, let's make your balance current, and go ahead and make a payment today.

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Discount Mention

Eureka Category

Identifies when the agent and customer discuss a discount, such as take percentage off, give a discount, and match pricing.

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Disengaged Close

Eureka Category

Identifies when the agent suggests further action after task completion, such as before you go, if there's anything else, and anything else we can do.

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Invalid Phone Number

Eureka Category

Identifies language indicating the phone number is invalid, such as circuits are busy, number not in service, and cannot be completed.

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Lack of Ownership

Eureka Category

Identifies language that suggests the agent is avoiding ownership of an issue, such as all I can recommend, maybe try, and not too sure.

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Negative Sentiment

Eureka Category

Identifies language expressing negativity, such as absolutely irresponsible, you are not sympathetic, and you are inconsiderate.

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Pay Full Balance

Eureka Category

Identifies language indicating the customer would like to pay the balance in full, such as pay balance today, pay in full, pay balance with credit card.

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Payment Negotiation

Eureka Category

Identifies when the agent and customer discuss payment terms, such as make settlement, arrange payment, and pay off.

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Positive Sentiment

Eureka Category

Identifies language expressing positivity, such as extremely helpful, you are not rude, and you're great.

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Probing Language

Eureka Category

Identifies language indicating the agent is trying to evaluate if a payment is possible, such as is there anyone that can help, how long have you been unemployed, and how are you paying your bills.

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Set up Payment Plan

Eureka Category

Identifies language indicating the agent is setting up a payment plan, such as let's split the amount, set up multiple payments, and monthly payment arrangement.

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Soft Payment Ask

Eureka Category

Identifies language indicating a payment has been suggested, such as when do you intend to pay, if you want to call back to pay, and if you are interested in resolving your balance.

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TCPA Risk

Eureka Category

Identifies language that indicates a potential Telephone Consumer Protection Act compliance risk, such as prerecorded messages, automated dialing technology, and not required to give consent.

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Timing Objection

Eureka Category

Identifies when the customer indicates they don’t have time to speak with the agent, such as busy right now, please call back, and bad timing.

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Timing Rebuttal

Eureka Category

Identifies when the agent attempts to schedule a call back with the customer for a later time, such as call you tomorrow, schedule follow up, and better time.

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Verify Email

Eureka Category

Identifies prompt for or verification of an email address, such as I have your email as, confirm your email, and @gmail.com.

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Was Not Informed

Eureka Category

Identifies potential Consumer Finance Protection Bureau compliance risk due to language indicating a lack of notice, such as account was purchased, did not receive letter, and was not informed.

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Website Mention

Eureka Category

Identifies language indicating a customer has visited a website, such as shipment page, billing site, and looking online.

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