CallMiner Eureka Reviews & Product Details

CallMiner Eureka Overview

What is CallMiner Eureka?

CallMiner is a SaaS-based, customer engagement and speech analytics platform that leverages AI and machine learning to capture, transcribe and reveal insight from 100% of your customer interactions. The CallMiner Eureka platform transforms the Voice of Your Customers and Voice of your Employees into operational intelligence at scale. Customer Engagement Analytics delivers dialog and sentiment visibility, agent performance management and PCI-supported sensitive data redaction to enable secure sharing throughout the organization. Through automated scoring with sentiment analysis and sensitive data redaction creates awareness at scale with evidence to more effectively drive customer experience, contact center optimization, sales effectiveness and risk mitigation performance. The Eureka speech-to-text engine combines deep neural networks and machine learning to achieve extraordinary levels of transcription accuracy with sentiment analysis. An automated categorization engine merges keyword and phrase identification with word tempo, silence, agitation and topic mapping to generate insight with predictive value for uniquely informed insight-to-action. Qualitative data from your contact center is a vast resource for understanding your most impactful bottom-line issues. The challenge is converting vast volumes of audio and text based data into actionable insight. Engagement Analytics accomplishes this task by: • Converting audio with language patterns, acoustics and timing into categorized results for focus • Identifying customer AND agent dialog with sentiment to pinpoint optimization opportunities • Delivering targeted audio and transcriptions to encourage action with data-driven confidence Eureka Engagement Analytics offers a suite of applications that deliver customer experience, contact center and compliance intelligence at scale from every call. A modular cloud-based platform makes it easy to securely discover and share insight, integrate with existing systems and drive action from awareness. Eureka products span real-time and post-call analytics. Graphical user interfaces with role-based dashboards tune analytics for analysts, managers and agents. Standards-based APIs facilitate integration with corporate systems.

CallMiner Eureka Details
Languages Supported
Arabic, German, English, French, Hebrew, Hindi, Italian, Japanese, Korean, Malay, Dutch, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Thai, Chinese (Simplified)
Product Description

CallMiner Eureka is a solution that helps call centers through text and speech analytics and insights from automated analysis of communications between you and your customers across multiple channels.

How do you position yourself against your competitors?

With more than 18 years of industry leadership and more than 3 billion hours of conversations mined, CallMiner delivers exceptional value to customers through highly effective, usable, and scalable analytics solutions. CallMiner believes in empowering customers with the tools and insights to become independent, self-actuated users of our intuitive interaction analytics platform. The journey to realizing ROI success continues with our Customer Acceleration team with our widely acknowledged industry best Education, Certification, and Accelerator Coaching programs.

We have repeatedly received recognition and customer praise for our innovative and intuitive technology, ready-made solution packs and categories, outstanding on-boarding tools, and personalized on-site training. We are the most award-winning speech analytics platform, including Speech Technology Magazine and Professional Association for Customer Engagement. CallMiner also was listed as a leader in the Forrester New Wave, AI-Fueled Speech Analytics Solutions


Seller Details
Seller
CallMiner
Company Website
Year Founded
2002
HQ Location
Waltham, MA
Twitter
@CallMiner
3,110 Twitter followers
LinkedIn® Page
www.linkedin.com
268 employees on LinkedIn®

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CallMiner Eureka Reviews

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Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Invitation from G2 on behalf of the seller
Business partner of the seller or seller's competitor, not included in G2 scores.
CallMiner Eureka
Response from Kate Davis of CallMiner Eureka

Thank you for your review Marvie, we love that CallMiner has become integral to your business!

Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: G2 Gives Campaign
What do you like best?

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.

What do you dislike?

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.

Recommendations to others considering the product:

Cannot stress enough do not modify or enabled OOB categories, make a copy to modify and enable so that you can keep the OOB pristine. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

I am still kinda on this road with my CSM so I can't really give any specific examples because I don't have enough in the rear-view to realize. But I am confident of the road ahead looks promising. Review collected by and hosted on G2.com.

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Open Discussions in CallMiner Eureka
AL
Editor in Chief
Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: G2 Gives Campaign
Business partner of the seller or seller's competitor, not included in G2 scores.
What do you like best?

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.

What do you dislike?

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.

What problems are you solving with the product? What benefits have you realized?

We look at issues that our accounts encounter such as solving for high handling times or validating if agents are following the correct procedure.

With Call Miner, we can do this with all the interactions and not just by doing manual random checks.

With the customability and the flexibility that Call Miner offers, the results discovered are deeper and more insightful. Review collected by and hosted on G2.com.

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Response from Kate Davis of CallMiner Eureka

Thank you for the review Jonathan. Love that you are seeing value with Illuminate, it's really a powerful tool. For the data export, check with your Customer Success Director to see if there might be an easier way to update the subscriptions or check out the API Cookbook for some potential use.

Director Operations Support
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: G2 Gives Campaign
What do you like best?

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.

What do you dislike?

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.

What problems are you solving with the product? What benefits have you realized?

CallMiner has allowed us the ability to move into fully automated scoring, predictive analytics and best practices for identifying regulatory/compliance and customer service opportunities. Review collected by and hosted on G2.com.

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Response from Kate Davis of CallMiner Eureka

Thank you for the review Kelly, we're happy to have had you as a customer and super user for so long! Looking forward to continuing the partnership.

Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: G2 Gives Campaign
What do you like best?

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.

What do you dislike?

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.

Recommendations to others considering the product:

Speak to someone from CallMiner and bring what you want to target within your organization. They can give you an idea of what will go into it and walk you through what the process will look like for you. The software has a lot of capabilities and does so many things that can help your organization.

We are new to speech analytics and previously did everything manually. CallMiner has been with us as we are learning what we are doing. The transition has been easy.

We do not have a call center but even in an office setting, we have found this to be very useful. We are an office setting with a big focus on client experience and this has helped us automate our process, which in turn has given us time and man power to focus on other elements of the experience we are delivering. We have also had a lot of positive response from Team Members so far as taking the human element out of scoring means they will have calls scored by the same standard every time. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We are able to back what we tell our Team Members with data. We can find what causes frustration with our clients and help address and correct it. We can use this to set our clients and agents up for a better experience. Because it is automated we are now able to not only score more calls but also focus on other areas. We have time to look into things off of our scorecard that impacts the experience we deliver. Review collected by and hosted on G2.com.

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Response from Kate Davis of CallMiner Eureka

Thank you Ashley for taking the time to share your experience with CallMiner so far. Sounds like you are off to an excellent start and we look forward to seeing great things from your team.

Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: G2 Gives Campaign
What do you like best?

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.

What do you dislike?

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

Recommendations to others considering the product:

This is a great tool to invest in and you will see the value with your first search. I would highly recommend this product to anyone with customer contact because you will be surprised what you can find out about customer satisfaction and loyalty by analyzing what is said to your associates. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We have been able to use it to ensure all highly compliant areas of conversation are viewed and flagged if intervention is needed. This has helped us to ensure accounts which weren't handled correctly, get corrected to prevent future errors or poor customer experience. Review collected by and hosted on G2.com.

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Response from Kate Davis of CallMiner Eureka

Thank you Brittany for the review. Great to hear you all are getting so much out of Coach to keep the continuous improvement cycle going.

Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
What do you like best?

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.

What do you dislike?

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.

Recommendations to others considering the product:

We can also have the option of exporting the raw data in Binary format as it seems CSV and Excel format takes a long time to give the exported result. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

It takes a long time to export the raw data, so I have started using subscription method and it helps a lot. Review collected by and hosted on G2.com.

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Response from Kate Davis of CallMiner Eureka

Thank you for taking the time for a review Mahavir. Sounds like you are having great success at identifying key areas of improvement and action. For the audio player, your request is in our feedback queue for review with the product management team. It has been implemented in Eureka Coach for agent coaching sessions so hopefully will be incorporated to Analyze as well.

SVP/GM, Quantitative Insights
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: G2 Gives Campaign
What do you like best?

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.

What do you dislike?

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.

What problems are you solving with the product? What benefits have you realized?

So many. We've brought new (large) clients to our business as a result of our speech analytics capabilities. We've improved the efficiency of our QA team. We've improved our coaching on the floor. We've provided insights back to our end clients that reach far beyond the contact center. Review collected by and hosted on G2.com.

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Small-Business(50 or fewer emp.)
Validated Reviewer
Review source: G2 Gives Campaign
What do you like best?

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.

What do you dislike?

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.

Recommendations to others considering the product:

CallMiner has the most innovative products out there in the speech analytical world. It is worth it to go with CallMiner because they are always thinking of something new before you even know you need it. I loved this in the collections industry because it is so scripted and highly regulated and you can build categories and scores to identify if there is a risk and fix it quickly before a lawsuit comes through. In my current world we are not scripted but my contact at CallMiner has helped me find ways to work around the wording and find great value. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We are utilizing silence and AHT to identify pain points in our processes where our reps keep members on hold for too long. We have also used this program to identify call avoidance during our Call Back procedure. Review collected by and hosted on G2.com.

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Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from the seller
What do you like best?

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.

What do you dislike?

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.

Recommendations to others considering the product:

It would be great if we can have the option of exporting the raw data in Binary format and would be an added advantage if we can export the data mote than 1,00,000. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

It takes a long time to export the raw data, so I have started using subscription method and it helps a lot. Review collected by and hosted on G2.com.

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Response from Kate Davis of CallMiner Eureka

Thanks Mahesh for your feedback on the Analyze Dashboard, it's a great tool to get a overall view of what's going on in your contact center. Be sure to submit your data export request to the Engagement Optimization Idea Board for our product team to consider your request. Glad the subscription has been useful!

AT
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from the seller
What do you like best?

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.

What do you dislike?

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.

Recommendations to others considering the product:

Cutting edge technology and partner made readily available to work with your company as needed. great job in performance, customer service, resolution and product specialists for all lines of business. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Ever change industry, multi-tasked to handle dialer and maintaining CallMiner Scorecards and analyzing old and new data. Review collected by and hosted on G2.com.

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Response from Kate Davis of CallMiner Eureka

Thank you for the review. Always good to hear our focus on ROI is paying off for our customers. For the breakout sessions, sounds like you're referring to our CETX conference, the sessions are available on demand through November so be sure to check out any of the ones you missed at CETX2020.com.

UT
Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: G2 Gives Campaign
What do you like best?

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.

What do you dislike?

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

Recommendations to others considering the product:

Set realistic timeline for use cases and projects. Test and validate everything you build before rolling it out. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

With using Eureka we were able to find out our major call drivers when it comes to churn (why our customers are leaving). Now we are in the process of tackling each driver to help reduce churn and increase ROI. Review collected by and hosted on G2.com.

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Response from Kate Davis of CallMiner Eureka

Thank you for taking the time to leave a review. Great to see what you have accomplished so far and looking forward to seeing what else your program will accomplish in the next six months and beyond.

Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
What do you like best?

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.

What do you dislike?

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.

Recommendations to others considering the product:

Implement it! You will discover things about your call center that were hidden from you and will find new ways to use it. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Our call center relies heavily on expressing empathy. We learned our empathy was low and we implemented strategic training programs. We track complex measures like Engagement as well as more tactical measures.

We have also identified some problems with background noise coming through on calls which were took measures to address. The other big benefit is that it has helped to inform our management strategy around our team coaches. Lastly, we are able to easily research complaint calls and take quick action. The agents, for the most part, like the rapid performance feedback. Review collected by and hosted on G2.com.

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Response from Kate Davis of CallMiner Eureka

Thank you Andy for taking the time to write a review. If you haven't already, be sure to try out the Illuminate feature in Search to quickly discover aliases and reduce false positives as you build out your searches and categories for your scores.

Senior Manager, Analytics and Client Insights
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
Business partner of the seller or seller's competitor, not included in G2 scores.
What do you like best?

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.

What do you dislike?

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.

Recommendations to others considering the product:

Good Solution for new orgs implementing Speech Analytics. Might be hard to switch if using some of the other big brands in the Speech world since there are some misses as i previously explained above. The validation process is lacking internally. The ability to assimilate all your callminer data into 1 instance is not available today. For us this is a big impact because we have many callminer sites and so seeing a full picture of the data is possible today. My advice would be to do your diligence and understand what your biggest move is focused on. Is it going to be heavily used for Call Drivers, auditing or behavior tracking? Is it going to be used to perform call detail analysis and provide recommendations and solutions? Depending on the focus, you might find that they are ahead in the area of CDL's but might be more behind in the area of cat dev focused on compliance and auditing. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Currently we have built out Compliance categories, created customer satisfaction identifiers, provide many quick hit analytics on "whats happening today" on calls for clients. Review collected by and hosted on G2.com.

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Response from Kate Davis of CallMiner Eureka

Thank you for your review Blake. We've submitted your request for additional audio measures to our Ideas board for consideration by the product management team. Sounds like you were looking forward to Illuminate so hopefully that has helped with shorter search builds and easier aliasing.

Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: G2 Gives Campaign
What do you like best?

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.

What do you dislike?

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.

What problems are you solving with the product? What benefits have you realized?

Callminer has helped with our regulatory needs, automated scorecards, and has helped with identifying risk and training opportunities. Review collected by and hosted on G2.com.

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Response from Kate Davis of CallMiner Eureka

Thank you Myles for taking the time to submit a review. We're very proud to help further your VoC analysis to improve your business.

Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Invitation from G2 on behalf of the seller
What do you like best?

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.

What do you dislike?

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.

Recommendations to others considering the product:

The only recommendation which I have that is it takes a lot time to search any data and nowadays whenever I try to load a score it just keeps on loading. If this two issues will get fixed then it would be more fun using CallMiner. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

So far I did not come across with any problem on which I can work on. In fact the journey which I am having with this tool it is great. Review collected by and hosted on G2.com.

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Response from Kate Davis of CallMiner Eureka

Thank you Nilam for your feedback on how easy the search interface is to use - Illuminate has made it really simple to create searches with context. I've reached out to your Customer Success rep to check on the blips you're encountering on data loading, something may be missing on the score that is causing it to continually "think."

Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: G2 Gives Campaign
What do you like best?

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.

What do you dislike?

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.

What problems are you solving with the product? What benefits have you realized?

We are able to isolate good and bad calls quickly. We are then able to either train the bad habit out or train the positive behavior to other reps. Review collected by and hosted on G2.com.

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Response from Kate Davis of CallMiner Eureka

Thank you for the review Victor. We'll keep listening to our users like you to continue improving!

Speech Analyst
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from the seller
What do you like best?

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.

What do you dislike?

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.

Recommendations to others considering the product:

Give it a try. You are able to get tests done with a sample if your own data. Easy to use and integrate. Their support team is amazing. You are never alone in a time of need. They also have a community setup where you can get help from other speech analysts that use call miner around the world. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Silence, productivity, reduction of escalated calls, increase of FCR and CX. Trend analysis, call routing, customer journey, reduce operating cost Review collected by and hosted on G2.com.

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AH
Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: G2 Gives Campaign
What do you like best?

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.

What do you dislike?

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 problems are you solving with the product? What benefits have you realized?

CallMiner saves time by helping you locate groups of contacts via customer categories and metrics so you can drill deeper with an understanding that the contacts are related to your research query. Review collected by and hosted on G2.com.

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Response from Kate Davis of CallMiner Eureka

Thank you for your review, glad to hear you enjoy the flexibility of our customizations. If you haven't checked them out already, the Eureka Academy webinars are posted on Engagement Optimization for on-demand viewing and are helpful in providing more knowledge on different use cases and best practices.

Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: G2 Gives Campaign
What do you like best?

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.

What do you dislike?

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

What problems are you solving with the product? What benefits have you realized?

We are able to use Eureka to help us meet our organizational goals to focus more on customer experience. Review collected by and hosted on G2.com.

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AC
Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: G2 Gives Campaign
What do you like best?

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.

What do you dislike?

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

Recommendations to others considering the product:

Attend the webinars and get as much info as you can! Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We have been able to provide Business Intelligence to our customers. We have also been able to improve employee effectiveness throughout many call centers. Review collected by and hosted on G2.com.

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Response from Kate Davis of CallMiner Eureka

Thank you for your review, so glad we are helping to you to be more efficient at your role.

Assistant Manager/ Senior Business Analyst - Interaction Analytics
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Invitation from the seller
Business partner of the seller or seller's competitor, not included in G2 scores.
What do you like best?

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.

What do you dislike?

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.

Recommendations to others considering the product:

Go for i,t one of the best speech analytics solutions available in the market right now to slice and dice your contact center transactions and derive business useful insights out of it. A smart & necessary tool for your business. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Sales and Revenue Improvement, Identifying Legal & Compliance Risks, CSAT improvement & Churn Reduction Review collected by and hosted on G2.com.

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Response from Kate Davis of CallMiner Eureka

Thank you for the detailed review Jitin, we appreciate it. Great to hear that the user interface is much easier than others you have used in the past. For the test sessions, I would submit to the EO Idea board with a description on the use case for the product management team to consider.

Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from the seller
What do you like best?

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

What do you dislike?

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.

What problems are you solving with the product? What benefits have you realized?

I have achieved around 50% QA automation with the help of callminer and through this we can audit 100% call volume and also QA team can only focus on targeted calls. Review collected by and hosted on G2.com.

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Response from Kate Davis of CallMiner Eureka

Thank you Sushant for your review. If you haven't already, be sure to try the new AI-driven automated search suggestions feature, Illuminate, to help you with easier search and category building based on AI recommendations.

Mid-Market(51-1000 emp.)