CallMiner Eureka Reviews & Product Details

I was recently asked to step into a CallMiner analysis role in my organization. And at first it was rather intimidating, but with help from Dan my CSM I gained the confidence to provide the value expected of this new role. He was first of all relatable and personable, that may seem like a common-sense practice that does not need to be celebrated but I was really blown away level of comfort talking to people of all skill levels. More then just the one on one meetings with my CSM, the regular additional learning and webinar provide use cases of people in the same boat as you and what they have found worked for them as a starting ground for you to try. Review collected by and hosted on G2.com.

My struggles with CallMiner were specific to the way that I was coming into a system that was built probably un-optimally and needing to clean it up and get it to a more efficient well oiled machine. And I wish that the OOB categories could not be modified or enabled so that they stay perfect, and to enable you have to make a copy to modify and enable for your use. Review collected by and hosted on G2.com.

Call Miner is flexible enough to do custom categorizations as well as basic ones. Machine Learning and Artificial Intelligence help out in guiding and assisting in the analysis.

Features such as Illuminate also opens up the category building to discover more to the interactions than previously done.

The flexibility that Call Miner allows gives me the ability to build and search call categories that sometimes can be impossible by doing it manually.

Other tools such as Topic Miner also helps in discovering more insights on the interactions as well. Review collected by and hosted on G2.com.

Selecting search data to download can be tedious. There is a limit so multiple downloads sometimes is necessary. There is a subscription feature but there are times when the categories grow and instead of updating the subscription, we have to redo it all over again. Review collected by and hosted on G2.com.

I have used Eureka for many years and have seen a good number of other speech analytics tools on the market. CallMiner has designed Eureka based on the feedback from their users. The system is extremely intuitive and all the features of the product have come from input from the users over the years. This ease of use helps significantly with onboarding of new users, and opens up the hiring process because you don't need a computer engineering background to understand the system. Unlike some of the other speech analytics systems on the market, CallMiner allows users to make changes to their functionality without opening up tickets and waiting months/years for the changes to happen. Finally, it wouldn't be a proper review if I didn't discuss the user support. Have continuously experience top notch service from our Customer Success Director as well as the CallMiner Help Desk. Tickets are easily logged and we responses rate are very fast. We meet regularly with Customer Success Director, and are very well taken care of. Review collected by and hosted on G2.com.

There isn't anything I dislike about CallMiner. I have always felt that we have a great partnership and are well taken care of, regardless of the size of the company. Review collected by and hosted on G2.com.

We are new to CallMiner and the process so far has been really smooth! The training has been good and our BA is very quick to jump in whenever we need it! We have already made some good progress working with CallMiner and can't wait to see what else we can do. We did not work with speech analytics previously, so being trained from the ground up has been a huge undertaking but we have had help every step of the way from CallMiner. In about a month we have made a lot of progress building the scorecard and also getting more confident with what we are doing. We could not have done this without the constant support from the team. Review collected by and hosted on G2.com.

The system tends to start running slow around 2pm EST. We can still work in it but progress is slower. This has been a little limiting to what we are able to build in our afternoons. It is slow loading and sometimes it does not save. We are still new to the software so this is the main thing we have noticed. Review collected by and hosted on G2.com.

The ability to self-coach is invaluable in a call center environment. The coach platform can allow both associates and managers quickly assess issues or training gaps quickly with valuable examples. Review collected by and hosted on G2.com.

I don't have any downsides currently to share about CallMiner. Review collected by and hosted on G2.com.

CallMiner helps to do a quick analysis, which can be really helpful in improving the process/organization. We can easily use Dashboard and look at the trends whether we are looking for Contact counts, Categories hit, Percent silence trend, etc. We can also use Score Builder to automate the scoring. The left pane from "Search" helps a lot and we can also export all the summary data. The Agent Explorer gives the entire picture how the organization is performing and according necessary steps can be taken. The best part, I can be proud and loud about is the easiest way of creating syntax. The entire search syntax modules are so easy to learn that nobody needs to have programming background. Anyone can easily learn this language and work on it quickly. And we can also approach CallMiner team whenever we are in need of any help. Review collected by and hosted on G2.com.

1. We do not have an option to use two criteria or filters in a Dashboard. 2. Whenever we have to hear calls on CallMiner site, the audio player which we use it is quite helpful, however the time when we wish increase the speed of the call, we use "Increment playback rate" option to increase the speed and when we use it. It doubles up the speed from 1x to 2x. So just a suggestion, can we have an option to increase the speed, the option such as 1.25x, 1.50x and 1.75x. This will be really helpful. Thanks in advance. Review collected by and hosted on G2.com.

We use CallMiner in many ways, but as a consumer researcher, the most exciting thing for me is the ability to mine useful information from the many calls that come into our contact center. Without this tool, we would be leaving those conversations (and the value of them) on the table. Review collected by and hosted on G2.com.

There are opportunities to make the tool more efficient for analysts. It takes a considerable amount of labor for our analysts to build out scores and categories within the system. As this process becomes more efficient, it will be easier for us to prove the value of the tool to our end users. Review collected by and hosted on G2.com.

I can prove definitively what is happening in our call center vs guessing and just hearing it from the reps. Review collected by and hosted on G2.com.

Our calls aren't live monitored. It would be amazing if we could have live monitoring to review the issues as they are happening rather than the next day. Review collected by and hosted on G2.com.

The best thing which I like in a CallMiner site that is Dashboard tab because it gives an option at add multiple things such as Score tile, Score trend, Score Comparison, Contact Count Trend, Measure Trend, Measure Comparison, Measure Tile and Percent Analysis. This feature quickly help us to look and analyze the data and we can also build a dashboard as per the requirement . Review collected by and hosted on G2.com.

The only thing which I do not like about dashboard is we do not have the option to use two different filters while creating a graph. Review collected by and hosted on G2.com.

Platforms, services, conferences, sharing similar of businesses to make us better (synergy), like mind individuals can meet with similar struggles and successes to use their product for multiple situations. CallMiners SD assist our company in getting back our ROI, employees have so much patience and problem solvers for all lines of business. Again I can go on and on! :) Review collected by and hosted on G2.com.

Not much areas of dislikes since improving ON DEMAND options and documentation to assist in winning your upper management with viewable data and videos to provide visual goals. Review collected by and hosted on G2.com.

I like all the insight I'm able to gather from listening to 100% of our contact center interactions. We've been using the tool for less than 6 months and have gathered so much information on Churn. I'm excited to see what we learn about the business a year from now. Review collected by and hosted on G2.com.

Building categories is a long process and understanding that it will not be 100% accurate. Review collected by and hosted on G2.com.

The tool is relatively easy to set up and get insights despite the complexity of what it is doing. We are able to gain insights that would be nearly impossible following a tradition QA process. Call Miner as been a good partner with us, helping us to define our needs and opportunities. They have done really well at working with us on a roadmap to realize greater benefits from the system. The tool comes with good models/maps out of the box but we were able to customize to our unique call types. We were not constrained to typical call center metrics. Review collected by and hosted on G2.com.

The accuracy of the transcription could be higher. Inaccurate transcriptions impacts acceptance and adoption even though the scoring is accurate based on averages. We sometimes get "false positives" but they are reasonable. I wish that it had sentiment based on voice/tone analytics rather than just relying on transcribed text. Review collected by and hosted on G2.com.

I like the user friendly layout of the Analyze tool as well as the Coach dashboard. Other tools that i have used do not have as intuitive layouts as CallMiner has produced. I also like the new auto category dev toll that is being made available soon. This will help shorten build times and ENHANCE builds with suggesting common words used around your searched item. Review collected by and hosted on G2.com.

The overall category validation process is difficult. Where other tools have a process to "accept" and "reject" calls based on validity and context, you have to perform this process as an independent process and then use aliasing as the process to remove words that are false positives. I also have an issue with the transcription accuracy levels on the tool. Right now, they have a measure that indicates the Average Confidence of the transcription (how accurate is the transcribing of the audio to words) this is great but ultimately a customer doesn't understand why their calls are coming in so low and having misses in transcription. It would be VERY helpful if there was a measure that clearly indicated Audio issues, Connection Issues, Muffled Voices etc. that would help guide the customer to understand what is within the Tools and Analysts control and what is outside their control and the responsibility of the vendors IT group/Agents. Review collected by and hosted on G2.com.

The best thing about Callminer is being able to analyze all the calls from our company in real-time versus a random set of hand-picked calls. Review collected by and hosted on G2.com.

The abilities far outweigh the limitations. If I had to be super picky about Callminer and it's capabilities I would have to harp on the ability to manage large amounts of calls with exporting. Review collected by and hosted on G2.com.

The best thing which I like about search interface that is we can easily look and search for a particular word or phrases. We can also look for the contacts in a date range as per requirement. The added advantage we have in the search interface that is left pane, with the help of this left pane we can choose multiple filters such as Attributes, Categories, Scores, Measures, Speaker, Tag and Advance Filter. With the help of these filters we can fine tune the results as per the business requirements. Review collected by and hosted on G2.com.

Sometime the update summary functionality doesn’t work properly for an example normally we expect the data should get automatically refreshed or updated if it is checked or ticked however I came to a scenario wherein it was unchecked then too it was getting automatically refreshed. It would be great if you guys could help me on this. Slow processing while loading data and also while loading scores it takes a lot time. Review collected by and hosted on G2.com.

I love the ability to get a true reflection of how our reps are doing on the phone. CallMiner allows us to review all calls quickly and efficiently. Review collected by and hosted on G2.com.

There really isn't a downside with CallMiner, they continue to improve and get better every year. Review collected by and hosted on G2.com.

Easy of use. Out of box categories are great starting points. Training from BA after getting the product is great. Review collected by and hosted on G2.com.

Unable to have a length of time for las 60 days, 90 days , 120 days, and last 12 months. I would like to see the following changes: When exporting it should have the name of the category as an option. When using a subscription it should allow us to specify the name of the category. Review collected by and hosted on G2.com.

I really appreciate transcripts for quick review of call content and finding the point(s) in a call I want to zero in on. I also love how customizable the tool is. Review collected by and hosted on G2.com.

I wish some of the parts of the product were more intuitive. You really have to ensure you seek out knowledge to make sure you're using the tool efficiently and effectively. Review collected by and hosted on G2.com.

What I like best is the ability to quickly analyze calls for research purposes and finding trends. Review collected by and hosted on G2.com.

The downside of Eureka is the timing out when you have multiple tabs open. Review collected by and hosted on G2.com.

I love the automation - I can set up reports and subscriptions and send them to whomever they need to go to. This is so much more efficient than doing everything manually. Review collected by and hosted on G2.com.

I don't have any dislikes at this point. Review collected by and hosted on G2.com.

The User interface has been made very user friendly every little feature every small detail has been planned meticulously , the different components within a category function makes the life so easy and helps create more structured queries and avoids the need to create multiple queries. The Search QA function helps reduce the need to do manual spot checks and helps gain additional context around the phrases of your category without doing a whole lot of call listening.

The ROI calculators available on EO they are pretty nifty

The recent update which gives the user the ability to specify the speaker in the syntax itself is such a useful feature in the process of making highly accurate categories.

I have used other speech analytics tools available in the market but Callminer is the most easy to use and adapt to and has more functionalities compared to them. Review collected by and hosted on G2.com.

The conversion of the call transcripts could be better, maybe use phonetic boosting.

Small thing thoughThe fact that the user after creating 10 categories has to retro each one of them.

There should be an ability to create test sessions so that users can ingest more calls in them, create categories and retro the entire session without the disturbing the production environment

There is no way of knowing if a particular phrase or word in a category is not working or causing problem, maybe have something like color codes to show it or the system shows count

The ROI calculators sometimes freeze while using them Review collected by and hosted on G2.com.

Ease of category development platform compare to another speech analytics platform in the market Review collected by and hosted on G2.com.

Transcripts accuracy is low and it makes category development little difficult specially to achieve the accuracy and recall of categories. Review collected by and hosted on G2.com.