CallMiner Eureka Reviews & Product Details

What I appreciate most is AI Assist. It not only helps clarify aspects of CallMiner that I am not entirely familiar with, but it also supports me when I am struggling to build a category or create syntacs. Customer support is also amazing; I feel that I can always reach out if I need help and receive a quick response. I can either open a ticket or reach out by email. Review collected by and hosted on G2.com.

One thing that bothers me is how the pages time out. I often keep several pages open simultaneously, and when one of them times out and logs off, it ends up affecting all my other open pages as well. Review collected by and hosted on G2.com.

I have been using CallMiner Eureka for four years for speech analytics, quality evaluation scorecards, and coaching, all of which cover almost everything related to quality. I initially discovered CallMiner through online research and confidently advocated for it to my management as, in my opinion, it was the best option available at the time. Setting up CallMiner Eureka was incredibly easy, thanks to the tremendous support provided by the entire CallMiner team, making the setup process a breeze. One of the most significant advantages is that CallMiner has facilitated our transition from manual QA to automated QA, drastically increasing the volume of interactions we can audit in the same amount of time. The analytics feedback provided by CallMiner has been instrumental in enhancing the accuracy of our scorecards. CallMiner Eureka’s Analyze feature is particularly useful as it allows us to build detailed scorecards, evaluate agents effectively, and look at specific trends. We can also build customized dashboards that are highly useful for our quality team’s workflow. Supporting our analytical endeavors, we also integrate Tableau with CallMiner. Overall, the integration of these tools has greatly enhanced our capabilities, and I would readily rate the likelihood of recommending CallMiner Eureka to others as a perfect 10. Review collected by and hosted on G2.com.

I would like to have the ability to audit separately ALL levels of our staff interactions, including the Consult and Tier2/Supervisor portion of the contact. I would also love Review collected by and hosted on G2.com.

CallMiner Eureka offers robust speech analytics features that truly help reveal the authentic voice of the customer. I especially appreciate how it can automatically categorize calls, detect emotions, and highlight emerging trends. The platform enables our team to link data with genuine human experiences, transforming conversations into actionable insights that support improvements in customer experience and operations. Its dashboards, filters, and text mining tools simplify the process of analyzing agent performance and uncovering root causes on a large scale. Review collected by and hosted on G2.com.

While Eureka is a powerful and continually developing platform, its interface can become cumbersome when handling numerous datasets or filters. Exporting large reports often takes considerable time. Additionally, certain visualizations may need further customization in external tools to fully support specific business storytelling requirements. There are also occasional transcription errors with complex accents, which can have a minor impact on sentiment accuracy, although these issues are gradually being addressed through updates. Review collected by and hosted on G2.com.

I love the ability to find and leverage findings from directly within the CallMiner UX itself. Sometimes just looking at the contact distribution via metadata and chosen categories on the left blue pane is enough to provide quick, sharp insight to the business and allow a decision to be made on whether more effort is required. We've never had a better understanding of reaction to change, to call drivers and general understanding of our trades than when we began to really leverage information surfaced through CallMiner which has really helped to shape change at Checkatrade. Review collected by and hosted on G2.com.

As an analyst and proficient user of the platform I sometimes do not appreciate how foreign a new and very intelligent platform can be to new or inexperienced users. My one dislike would be the complexity of coach dashboards for team leaders, they could do with a more cut down version, especially since we have taken the numbers away from scoring, the graphs still provide some scoring outside of what is ideal. Review collected by and hosted on G2.com.

I appreciate the profound impact that CallMiner Eureka has on understanding customer interactions and agent skills. The category building functionality is fundamental for identifying key events and effectively communicating insights through scorecards. I value the excellent level of support and the vibrant community, which facilitate learning and sharing experiences. The improvements in onboarding and training processes over the years have been significant, demonstrating a commitment to user success. Review collected by and hosted on G2.com.

I initially found the learning curve steep, requiring a significant commitment to understand the syntax and functionality. Although this was my experience from around a decade ago, I recognize there have been improvements in the onboarding and initial training processes since then. Review collected by and hosted on G2.com.

Usability, creativity, value, and insightfulness. CallMiner helps to get VoC directly from customer conversations and not just surveys. Review collected by and hosted on G2.com.

There is a lack of customizability that I wish there was. However, CallMiner is very receptive to ideas and updates and is consistently updating. Review collected by and hosted on G2.com.

I truly value CallMiner Eureka for its transformative impact on our QA automation processes which we've been utilizing for about ten years. Its ability to measure customer experience meticulously, coupled with uncovering process efficiency opportunities, has been truly insightful. Furthermore, the general business intelligence insights, silence analysis, and compliance checks are of immense benefit, enhancing both our operational awareness and regulatory adherence. I particularly appreciate the comprehensive set of features, including customer call center journey analytics and call driver analysis that aid in detailed performance tracking. The platform’s features like category building, the library, content management, contextual search, and the AI assistant are notably compelling. They facilitate seamless integration into our workflow, proving vital in addressing client inquiries about how our BPO handles their call centers through providing valuable insights back to clients and customers. CallMiner also empowers us to enhance operational intelligence, making critical stakeholders aware of call issues and ensuring agent performance and process adherence. The integration capabilities with software like Analyze and Tableau are seamless, streamlining our operations. Having all customer conversations at our fingertips to search and quantify issues is an unmatched feature that affirms my continued preference for this tool, as evidenced by my high likelihood of recommending it with a perfect score of ten out of ten. Review collected by and hosted on G2.com.

I wish we could load content into the category builder section without having to leave and return to the library. Additionally, it would be helpful if from the library, categories could be opened and edited in a tab or similar feature, instead of having to reload the library each time. Review collected by and hosted on G2.com.

I find CallMiner Eureka invaluable for our operations as it robustly supports us in various areas, including QA automation, sales effectiveness, and monitoring customer experience trends while ensuring compliance through audits. This comprehensive suite of functionalities not only helps us streamline operations but also allows us to deliver smarter, more valuable solutions on behalf of our end clients, enhancing their satisfaction and outcomes. The solution's analysis capabilities are particularly useful, as they provide us with insights that drive improvements and efficiencies in our service delivery. Furthermore, CallMiner integrates seamlessly with other essential systems such as Genesys Cloud CX, Genesys PureConnect, and Tableau, creating a unified and efficient workflow. Even though I wasn't directly involved in the initial setup, I understand that it was not overly challenging to implement, which speaks to the solution's flexibility and user-friendliness. Knowing that CallMiner Eureka remains a leader in the industry gives me confidence in its future relevance and continued innovation. Additionally, my positive experiences and the substantial value it brings make me highly inclined to recommend it to others, as reflected in my perfect recommendation score. Review collected by and hosted on G2.com.

I find the ease of use for our end clients to be lacking. Should they choose to use the service on their own, I think it could be more intuitive or user-friendly. Review collected by and hosted on G2.com.

There are multiple reasons I would choose CallMiner again and again; it allows you to gather the most basic of information to incredibly intricate categories and scores that provide a wealth of data, the BA’s are always available and ready to help with anything tricky, and are always so knowledgeable, and the new functions coming to the system look absolutely amazing and open up some incredible opportunities for B2C interactions. Review collected by and hosted on G2.com.

There are a couple of bugs within the system (things to do with the hierarchy and scores, for example), but honestly these are minor really Review collected by and hosted on G2.com.

The system gives you an easy and effective way to monitor your calls, review trending and better understand the experience that both members and agents are having on every interaction. Review collected by and hosted on G2.com.

If you create subscription reporting and make an update to the category used for that subscription, you have to re-create the enter subscription. Review collected by and hosted on G2.com.