CallMiner Eureka Reviews & Product Details

What I like most about CallMiner is the depth and quality of the data it provides. The insights I can obtain allow me to produce meaningful analysis that directly enables action to be taken across the operation, rather than just high‑level reporting. The platform performs well and offers a wide range of functionality that would be valuable for any contact centre, with a UI that is intuitive once embedded into day‑to‑day use and strong integration capabilities that support downstream reporting and analysis.

From a value perspective, the insight generated easily justifies the investment, and the support and onboarding experience has been strong. In terms of AI and intelligence, the analytics capabilities are particularly powerful. One feature I especially like is Coach, as it plays a key role in driving continuous improvements in call handling and supporting real behavioural change within the operation. Review collected by and hosted on G2.com.

One area where CallMiner is currently a bit behind is in parts of its AI capabilities, although it’s clear this is being addressed in upcoming platform updates. Also, while the newer API is a step in the right direction, it still lacks some helpful functionality—especially around advanced filtering and access to company-level usage data. These gaps don’t take away from the overall value of the platform, but closing them would further improve its flexibility and analytical potential. Review collected by and hosted on G2.com.

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 like CallMiner Eureka for its 360-degree view of the customer. It really helps to ensure that every conversation is personalized and focused on solving the customer's problem. Additionally, it helps in minimizing the contact center interactions. Review collected by and hosted on G2.com.

Well, obviously, next best action and also having more insights into customer's problem and also predicting the next best action. Based on what the customer is likely to do. Review collected by and hosted on G2.com.

I use CallMiner Eureka for coaching and development, and it gives quick insights, which I find really helpful. The AI assist has been very useful, providing valuable information very quickly. The initial setup was very straightforward. Review collected by and hosted on G2.com.

not enough AI in the coach platform 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.