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Compare CallMiner Eureka and Genesys Cloud CX 
Featured Products
At a Glance
Market Segments
Mid-Market (48.4% of reviews)
Mid-Market (46.3% of reviews)
Entry-Level Pricing
No pricing available
No pricing available
CallMiner Eureka
Star Rating
(223)4.5 out of 5
Market Segments
Mid-Market (48.4% of reviews)
Pros & Cons
Entry-Level Pricing
No pricing available
Learn more about CallMiner EurekaGenesys Cloud CX
Star Rating
(1,520)4.4 out of 5
Market Segments
Mid-Market (46.3% of reviews)
Pros & Cons
Entry-Level Pricing
No pricing available
Learn more about Genesys Cloud CXSummary
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 availableGenesys Cloud CX
No pricing availableFree Trial
CallMiner Eureka
No trial information availableGenesys Cloud CX
Free Trial is available
Ratings
Meets Requirements
8.7
175
8.6
1,054
Ease of Use
8.3
176
8.9
1,088
Ease of Setup
7.6
107
8.4
648
Ease of Admin
8.1
110
8.4
598
Quality of Support
9.0
171
8.2
1,010
Has the product been a good partner in doing business?
9.4
116
8.5
591
Product Direction (% positive)
9.7
175
8.7
957
Features by Category
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
Dialing Options
Not enough data
8.9
144
Not enough data
8.9
128
Not enough data
9.2
6
Agent Tools
Not enough data
8.6
124
Not enough data
8.6
137
Not enough data
9.2
161
Automation
Not enough data
8.6
121
Not enough data
9.2
146
Not enough data
8.7
108
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
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
Artificial Intelligence - Conversation Intelligence
8.8
60
|
Verified
Not enough data
8.2
67
|
Verified
Not enough data
Not enough data
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
Quality Assurance
8.8
92
8.8
159
8.5
85
8.6
149
8.2
93
7.8
160
Engagement
8.6
92
8.5
139
8.1
93
8.2
159
8.4
87
8.2
148
Performance
8.0
74
8.5
154
8.8
91
8.9
152
Generative AI
7.7
31
7.1
33
7.7
30
7.5
33
Channels
Not enough data
9.1
348
|
Verified
Not enough data
8.2
204
Not enough data
8.6
237
|
Verified
Not enough data
8.3
204
|
Verified
Not enough data
8.3
236
|
Verified
Generative AI
Not enough data
7.8
68
Functions
Not enough data
8.8
393
|
Verified
Not enough data
8.8
401
|
Verified
Not enough data
8.8
339
|
Verified
Not enough data
8.3
233
|
Verified
Not enough data
8.5
243
|
Verified
Not enough data
9.1
314
|
Verified
Not enough data
8.8
302
|
Verified
Not enough data
8.6
244
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
356
|
Verified
Not enough data
8.8
397
|
Verified
Not enough data
7.5
433
|
Verified
Not enough data
8.8
286
|
Verified
Not enough data
8.4
260
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
9.3
36
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
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
Workforce Management
Not enough data
8.7
172
Not enough data
8.6
162
Not enough data
8.5
153
Not enough data
8.2
151
Not enough data
8.0
119
Administration
Not enough data
8.1
145
Not enough data
8.5
164
Not enough data
8.4
172
Not enough data
8.0
144
Not enough data
8.5
153
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
Messaging Channels
Not enough data
9.0
31
Not enough data
9.2
32
Not enough data
9.2
34
Not enough data
9.0
33
Administration
Not enough data
9.0
35
Not enough data
8.9
33
Not enough data
8.7
33
Not enough data
9.0
36
Platform
Not enough data
8.7
150
Not enough data
7.8
132
Not enough data
8.8
166
Not enough data
9.2
169
Not enough data
8.8
164
Not enough data
9.2
161
Not enough data
9.1
163
Generative AI
Not enough data
7.6
60
Workforce Management
Not enough data
8.9
154
Not enough data
8.8
151
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
160
Not enough data
8.2
163
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
9.1
36
Artificial Intelligence
Not enough data
9.0
35
Not enough data
8.8
35
Not enough data
9.0
33
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
175
|
Verified
Not enough data
8.5
178
|
Verified
Not enough data
8.4
132
Not enough data
8.5
145
Not enough data
8.4
98
Internal Use
Not enough data
8.4
175
|
Verified
Not enough data
8.7
168
|
Verified
Not enough data
8.4
129
|
Verified
Not enough data
8.4
146
|
Verified
Not enough data
8.3
140
|
Verified
Not enough data
8.4
138
|
Verified
Generative AI
Not enough data
6.9(won by default)
13
Not enough data
7.2(won by default)
13
Process
Not enough data
8.3(won by default)
28
Not enough data
9.0(won by default)
31
Not enough data
8.7(won by default)
29
Channels
Not enough data
9.1(won by default)
32
Not enough data
8.9(won by default)
33
Not enough data
8.7(won by default)
34
Not enough data
9.7(won by default)
36
Not enough data
9.1(won by default)
33
Insight
Not enough data
9.3(won by default)
30
Not enough data
9.0(won by default)
36
Not enough data
8.9(won by default)
33
Not enough data
9.4(won by default)
31
Generative AI
8.2
36
7.5
27
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
65
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
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
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
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
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
43
Not enough data
9.3
47
|
Verified
Not enough data
9.1
52
|
Verified
Features
Not enough data
8.6
39
Not enough data
8.1
33
Not enough data
8.2
35
|
Verified
Not enough data
9.2
36
|
Verified
Not enough data
8.9
33
|
Verified
Not enough data
Feature Not Available
Customer Query Resolution - AI Customer Support Agents
Not enough data
7.2
20
Not enough data
7.0
22
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
8.1
23
Automation
Not enough data
8.4
23
Not enough data
8.3
20
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
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 and Genesys Cloud CX are categorized as Contact Center Quality Assurance and Speech Analytics
Unique Categories
CallMiner Eureka is categorized as Conversation Intelligence
Genesys Cloud CX is categorized as Social Customer Service, Proactive Notification, AI Customer Support Agents, AI Voice Assistants, AI Agents For Business Operations, Contact Center, Chatbots, Customer Service Automation, Co-Browsing, Genesys AppFoundry Marketplace, UCaaS Platforms, Auto Dialer, Conversational Marketing, Outbound Call Tracking, Live Chat, VoIP Providers, Contact Center Workforce, and Call Center Infrastructure (CCI)
Reviews
Reviewers' Company Size
CallMiner Eureka
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Genesys Cloud CX
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Small-Business
(50 or fewer emp.)
Mid-Market
(51-1000 emp.)
Enterprise
(> 1000 emp.)
Reviewers' Industry
Financial Services
24.4%
Insurance
7.5%
Telecommunications
6.1%
Hospital & Health Care
5.2%
Consumer Services
5.2%
Other
51.6%
Information Technology and Services
10.9%
Financial Services
10.2%
Telecommunications
5.7%
Consumer Services
5.1%
Accounting
4.7%
Other
63.5%
Alternatives
Discussions
How do I combine two components in one components?
1 Comment
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
Is there any way to increase the recognition accuracy?
1 Comment
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 can I keep the data label while exporting the dashboard in pdf format?
1 Comment
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
Anyone integrated PureCloud with custom CRM?
5 Comments
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
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