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CallMiner Eureka
CallMiner Eureka
(223)
4.5 out of 5
CallMiner Eureka
By CallMiner
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Genesys Cloud CX
Genesys Cloud CX
(1,504)
4.4 out of 5
Genesys Cloud CX
By Genesys
Get a quote
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At a Glance
CallMiner Eureka
CallMiner Eureka
Star Rating
(223)4.5 out of 5
Market Segments
Mid-Market (48.4% of reviews)
Information
Pros & Cons
Entry-Level Pricing
No pricing available
Learn more about CallMiner Eureka
Genesys Cloud CX
Genesys Cloud CX
Star Rating
(1,504)4.4 out of 5
Market Segments
Mid-Market (46.4% of reviews)
Information
Pros & Cons
Entry-Level Pricing
No pricing available
Learn more about Genesys Cloud CX
AI Generated Summary
AI-generated. Powered by real user reviews.
  • G2 reviewers report that Genesys Cloud CX excels in providing a unified platform for customer interactions, integrating voice, chat, email, and messaging into a single interface. This seamless integration simplifies workflows for agents, making it easier to manage multiple channels effectively.
  • Users say that CallMiner Eureka stands out for its ability to transform customer interactions into actionable insights. Reviewers appreciate how it goes beyond basic transcription, linking conversations to underlying themes, which helps teams derive meaningful conclusions from their data.
  • According to verified reviews, Genesys Cloud CX has a higher overall satisfaction score, reflecting its strong performance in user experience and ease of use. Users highlight the customizable dashboards and analytics features that enhance operational efficiency in contact centers.
  • Reviewers mention that while CallMiner Eureka has a slightly higher star rating, its overall user satisfaction is lower compared to Genesys Cloud CX. This suggests that while users appreciate its insights, they may face challenges in other areas such as ease of setup and integration.
  • Users highlight that Genesys Cloud CX offers a more intuitive onboarding process, which is crucial for teams looking to implement new software quickly. The positive feedback on its ease of setup indicates that new users can get up to speed without significant hurdles.
  • G2 reviewers note that CallMiner Eureka provides excellent support, with a high quality of assistance reported by users. However, Genesys Cloud CX also receives commendable feedback in this area, suggesting that both platforms are committed to helping their users succeed.
Pricing
Entry-Level Pricing
CallMiner Eureka
No pricing available
Genesys Cloud CX
No pricing available
Free Trial
CallMiner Eureka
No trial information available
Genesys Cloud CX
Free Trial is available
Ratings
Meets Requirements
8.7
175
8.6
1,042
Ease of Use
8.3
176
8.9
1,076
Ease of Setup
7.6
107
8.4
639
Ease of Admin
8.1
110
8.4
588
Quality of Support
9.0
171
8.2
999
Has the product been a good partner in doing business?
9.4
116
8.5
582
Product Direction (% positive)
9.7
175
8.7
945
Features by Category
Conversational MarketingHide 21 FeaturesShow 21 Features
Not enough data
9.1
30
Messenger
Not enough data
8.8
23
Not enough data
9.1
26
Not enough data
9.1
25
Not enough data
8.5
25
Channels
Not enough data
9.0
24
Not enough data
9.1
23
Not enough data
9.2
22
Not enough data
8.9
21
Not enough data
9.2
20
Customers
Not enough data
8.9
27
Not enough data
8.6
24
Not enough data
9.1
25
Not enough data
8.7
23
Not enough data
9.2
24
Agentic AI - Conversational Marketing
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Auto DialerHide 14 FeaturesShow 14 Features
Not enough data
8.9
194
Dialing Options
Not enough data
8.9
143
Not enough data
8.9
127
Not enough data
9.2
6
Agent Tools
Not enough data
8.6
123
Not enough data
8.6
136
Not enough data
9.2
160
Automation
Not enough data
8.6
120
Not enough data
9.2
145
Not enough data
8.7
107
Agentic AI - Auto Dialer
Not enough data
9.2
6
Not enough data
8.6
6
AI Capabilities - Auto Dialer
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
8.7
5
Conversation IntelligenceHide 15 FeaturesShow 15 Features
8.3
76
Not enough data
Call Analytics
8.7
63
|
Verified
Not enough data
7.9
57
|
Verified
Not enough data
8.8
67
|
Verified
Not enough data
8.3
49
|
Verified
Not enough data
Agent Performance Management
8.8
60
|
Verified
Not enough data
8.2
67
|
Verified
Not enough data
8.1
57
|
Verified
Not enough data
Generative AI
8.3
19
Not enough data
Agentic AI - Conversation Intelligence
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
8.0
5
Not enough data
Contact Center Quality AssuranceHide 10 FeaturesShow 10 Features
8.3
104
8.2
190
Quality Assurance
8.8
92
8.7
157
8.5
85
8.6
148
8.2
93
7.7
159
Engagement
8.6
92
8.5
138
8.1
93
8.2
158
8.4
87
8.2
147
Performance
8.0
74
8.5
153
8.8
91
8.9
151
Generative AI
7.7
31
7.1
33
7.7
30
7.5
33
Contact CenterHide 23 FeaturesShow 23 Features
Not enough data
8.3
504
Channels
Not enough data
9.1
345
|
Verified
Not enough data
8.2
203
Not enough data
8.6
236
|
Verified
Not enough data
8.3
203
|
Verified
Not enough data
8.3
235
|
Verified
Generative AI
Not enough data
7.8
68
Functions
Not enough data
8.8
392
|
Verified
Not enough data
8.8
400
|
Verified
Not enough data
8.8
337
|
Verified
Not enough data
8.3
232
|
Verified
Not enough data
8.5
242
|
Verified
Not enough data
9.1
313
|
Verified
Not enough data
8.8
300
|
Verified
Not enough data
8.6
242
Agentic AI - Contact Center
Not enough data
6.7
10
Not enough data
8.0
11
Not enough data
7.1
11
Not enough data
6.7
10
Administrative
Not enough data
8.3
354
|
Verified
Not enough data
8.8
395
|
Verified
Not enough data
7.5
431
|
Verified
Not enough data
8.8
285
|
Verified
Not enough data
8.5
257
AI Agents For Business OperationsHide 17 FeaturesShow 17 Features
Not enough data
Not enough data
Responses
Not enough data
9.2
34
Not enough data
9.4
36
Not enough data
8.6
33
Automation - AI Agents
Not enough data
9.1
9
Not enough data
9.2
10
Not enough data
8.3
8
Not enough data
8.5
8
Not enough data
9.0
10
Platform
Not enough data
8.8
35
Not enough data
9.2
35
Not enough data
9.1
33
Autonomy - AI Agents
Not enough data
9.0
10
Not enough data
9.2
10
Not enough data
8.9
9
Not enough data
8.9
9
Generative AI
Not enough data
Feature Not Available
Not enough data
Feature Not Available
ChatbotsHide 14 FeaturesShow 14 Features
Not enough data
8.7
71
Responses
Not enough data
8.6
58
Not enough data
8.8
57
Not enough data
9.1
59
Not enough data
8.5
60
Not enough data
8.3
55
Platform
Not enough data
8.9
57
Not enough data
8.9
61
Not enough data
9.0
56
Not enough data
8.6
60
Not enough data
8.1
53
Not enough data
8.9
61
Not enough data
8.7
57
Generative AI
Not enough data
8.6
29
Not enough data
8.6
29
Contact Center WorkforceHide 10 FeaturesShow 10 Features
Not enough data
8.4
198
Workforce Management
Not enough data
8.7
171
Not enough data
8.6
161
Not enough data
8.5
152
Not enough data
8.2
150
Not enough data
8.0
118
Administration
Not enough data
8.1
144
Not enough data
8.5
163
Not enough data
8.4
171
Not enough data
7.9
143
Not enough data
8.5
152
Co-BrowsingHide 5 FeaturesShow 5 Features
Not enough data
9.2
27
Administration
Not enough data
9.2
25
Not enough data
8.9
24
Not enough data
9.2
23
Security
Not enough data
9.3
24
Not enough data
9.4
23
Proactive NotificationHide 8 FeaturesShow 8 Features
Not enough data
9.0
47
Messaging Channels
Not enough data
9.0
30
Not enough data
9.1
31
Not enough data
9.2
33
Not enough data
9.0
32
Administration
Not enough data
9.0
34
Not enough data
8.9
32
Not enough data
8.6
32
Not enough data
9.0
35
Call Center Infrastructure (CCI)Hide 16 FeaturesShow 16 Features
Not enough data
8.1
182
Platform
Not enough data
8.7
147
Not enough data
7.8
131
Not enough data
8.8
165
Not enough data
9.2
167
Not enough data
8.8
162
Not enough data
9.2
160
Not enough data
9.1
162
Generative AI
Not enough data
7.6
60
Workforce Management
Not enough data
8.9
153
Not enough data
8.8
150
Call Center Infrastructure (CCI)
Not enough data
6.9
8
Not enough data
7.3
8
Not enough data
5.8
8
Not enough data
5.6
8
Administrative
Not enough data
9.0
159
Not enough data
8.2
160
Customer Service AutomationHide 9 FeaturesShow 9 Features
Not enough data
8.8
43
Customer Support
Not enough data
9.0
35
Not enough data
8.9
36
Not enough data
8.5
34
Automation
Not enough data
8.7
33
Not enough data
8.6
37
Not enough data
9.0
35
Artificial Intelligence
Not enough data
9.0
35
Not enough data
8.8
35
Not enough data
9.0
33
Live ChatHide 14 FeaturesShow 14 Features
Not enough data
8.3
240
Generative AI
Not enough data
7.8
28
Not enough data
7.6
28
Not enough data
8.2
28
Communication
Not enough data
8.6
173
|
Verified
Not enough data
8.4
176
|
Verified
Not enough data
8.4
130
Not enough data
8.5
143
Not enough data
8.4
97
Internal Use
Not enough data
8.4
174
|
Verified
Not enough data
8.6
167
|
Verified
Not enough data
8.4
128
|
Verified
Not enough data
8.4
144
|
Verified
Not enough data
8.2
138
|
Verified
Not enough data
8.4
137
|
Verified
Social Customer ServiceHide 14 FeaturesShow 14 Features
Not enough data
8.7
45
Generative AI
Not enough data
6.9
13
Not enough data
7.2
13
Process
Not enough data
8.3
28
Not enough data
9.0
31
Not enough data
8.7
29
Channels
Not enough data
9.1
32
Not enough data
8.9
33
Not enough data
8.7
34
Not enough data
9.7
36
Not enough data
9.1
33
Insight
Not enough data
9.3
30
Not enough data
9.0
35
Not enough data
8.9
33
Not enough data
9.4
31
Speech AnalyticsHide 1 FeatureShow 1 Feature
8.2
36
7.5
27
Generative AI
8.2
36
7.5
27
VoIP ProvidersHide 22 FeaturesShow 22 Features
Not enough data
8.3
67
Platform Basics - VoIP Providers
Not enough data
8.5
8
Not enough data
8.5
9
Not enough data
6.7
8
Not enough data
7.9
8
Not enough data
8.1
7
Not enough data
7.9
7
Basic Communication
Not enough data
9.6
64
Not enough data
7.6
45
Not enough data
8.4
52
Not enough data
8.3
46
Not enough data
8.8
53
Not enough data
8.7
54
Agentic AI - VoIP Providers
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Access
Not enough data
8.1
54
Not enough data
7.9
47
Not enough data
7.8
48
Advanced Features
Not enough data
8.9
60
Not enough data
8.6
53
Not enough data
9.1
61
AI Voice AssistantsHide 6 FeaturesShow 6 Features
Not enough data
8.7
9
Voice Recognition - AI Voice Assistants
Not enough data
8.5
8
Speech Synthesis - AI Voice Assistants
Not enough data
9.0
8
Not enough data
8.5
8
Not enough data
8.8
8
Security and privacy - AI Voice Assistants
Not enough data
8.8
8
Compatibility - AI Voice Assistants
Not enough data
8.8
8
Genesys AppFoundry MarketplaceHide 6 FeaturesShow 6 Features
Not enough data
Not enough data
Agentic AI - Genesys AppFoundry Marketplace
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Outbound Call TrackingHide 16 FeaturesShow 16 Features
Not enough data
8.3
67
Agentic AI - Outbound Call Tracking
Not enough data
6.2
10
Not enough data
6.2
10
Calling
Not enough data
9.4
60
Not enough data
8.6
54
Not enough data
8.8
59
Not enough data
8.8
59
Not enough data
8.7
10
Contacts
Not enough data
8.6
57
Not enough data
8.5
56
Not enough data
8.4
54
Insights
Not enough data
8.5
55
Not enough data
8.9
57
Not enough data
8.5
57
Not enough data
8.1
52
Not enough data
8.1
51
Not enough data
8.1
9
UCaaS PlatformsHide 13 FeaturesShow 13 Features
Not enough data
8.7
66
Agentic AI - UCaaS Platforms
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Extensions
Not enough data
8.9
42
Not enough data
9.2
46
|
Verified
Not enough data
9.1
51
|
Verified
Features
Not enough data
8.6
38
Not enough data
8.0
32
Not enough data
8.2
34
|
Verified
Not enough data
9.1
35
|
Verified
Not enough data
8.9
32
|
Verified
Not enough data
Feature Not Available
AI Customer Support AgentsHide 16 FeaturesShow 16 Features
Not enough data
7.3
30
Customer Query Resolution - AI Customer Support Agents
Not enough data
7.2
20
Not enough data
6.7
20
Not enough data
7.1
20
Not enough data
7.0
19
Not enough data
7.5
20
Customer Interaction Automation - AI Customer Support Agents
Not enough data
6.9
18
Not enough data
7.6
19
Not enough data
8.1
19
Not enough data
7.7
19
Automation
Not enough data
8.2
20
Not enough data
8.2
19
Not enough data
7.5
19
Autonomy
Not enough data
6.6
22
Not enough data
6.7
21
Not enough data
7.1
21
Not enough data
7.2
20
AI AgentsHide 7 FeaturesShow 7 Features
Not enough data
Not enough data
Agentic AI - AI Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Categories
Categories
Shared Categories
CallMiner Eureka
CallMiner Eureka
Genesys Cloud CX
Genesys Cloud CX
CallMiner Eureka and Genesys Cloud CX are categorized as Contact Center Quality Assurance and Speech Analytics
Unique Categories
CallMiner Eureka
CallMiner Eureka is categorized as Conversation Intelligence
Genesys Cloud CX
Reviews
Reviewers' Company Size
CallMiner Eureka
CallMiner Eureka
Small-Business(50 or fewer emp.)
13.1%
Mid-Market(51-1000 emp.)
48.4%
Enterprise(> 1000 emp.)
38.5%
Genesys Cloud CX
Genesys Cloud CX
Small-Business(50 or fewer emp.)
13.8%
Mid-Market(51-1000 emp.)
46.4%
Enterprise(> 1000 emp.)
39.8%
Reviewers' Industry
CallMiner Eureka
CallMiner Eureka
Financial Services
24.4%
Insurance
7.5%
Telecommunications
6.1%
Hospital & Health Care
5.2%
Consumer Services
5.2%
Other
51.6%
Genesys Cloud CX
Genesys Cloud CX
Information Technology and Services
10.9%
Financial Services
10.3%
Telecommunications
5.8%
Consumer Services
5.1%
Insurance
4.6%
Other
63.3%
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CallMiner Eureka
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Discussions
CallMiner Eureka
CallMiner Eureka Discussions
Is there any way to increase the recognition accuracy?
1 Comment
Kate D.
KD
Hi Paul – Transcription accuracy depends on a number of factors with audio quality being at the top of the list. High quality, speaker-separated (stereo)...Read more
How do I combine two components in one components?
1 Comment
Kate D.
KD
Hi Mahavir - We don't yet have a system for merging components but we have put this into our Ideas process for review by our product management team.Read more
How can I keep the data label while exporting the dashboard in pdf format?
1 Comment
Kate D.
KD
Hi Mahesh - You would need to export the data in CSV to see all of the data points and hidden labels, or you could use the API. Depending on what you want to...Read more
See all discussions
Genesys Cloud CX
Genesys Cloud CX Discussions
Anyone integrated PureCloud with custom CRM?
5 Comments
Aarde C.
AC
We have integrated it with our home grown CRM (called Bond) and integrated it with Zendesk and Salesforce. We do automatic CRM screen pops (of the customers...Read more
how do i reschedule emails or put them on hold?
5 Comments
MG
Using states and wait feature in Architect Read more
Whatbis the best way to review data regarding blended agent stats
2 Comments
MG
To get agents status data go to reports tab, new, and chiíes the i e to agents status. Read more
See all discussions
Ask CallMiner Eureka a QuestionContact CallMiner Eureka
Ask Genesys Cloud CX a QuestionContact Genesys Cloud CX

Spotlight Categories

Add Product
CallMiner Eureka
CallMiner Eureka
Get a quote
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Genesys Cloud CX
Genesys Cloud CX
Get a quote
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