--- title: CallMiner Eureka Reviews meta_title: 'CallMiner Eureka Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 230 reviews by the users' company size, role or industry to find out how CallMiner Eureka works for a business like yours. aggregate_rating: rating_value: 4.5 review_count: 230 scale: '5' date_modified: '2026-07-17' parent_category: name: Call & Contact Center url: https://www.g2.com/categories/call-contact-center --- # CallMiner Eureka Reviews **Vendor:** CallMiner **Category:** [Speech Analytics Software](https://www.g2.com/categories/speech-analytics) **Average Rating:** 4.5/5.0 **Total Reviews:** 230 ## About CallMiner Eureka CallMiner is the global leader in AI-powered conversation intelligence and customer experience (CX) automation. By combining deep domain expertise with advanced AI and industry-leading analytics, CallMiner delivers the most comprehensive platform for capturing and analyzing 100% of omnichannel customer interactions — from voice to text — to transform how organizations understand and act on customer insights. This deep intelligence empowers improvements in agent performance, operational efficiency, and CX enterprise-wide, while also enabling automation and faster, data-driven decisions. The CallMiner platform analyzes every voice and text-based interaction at the deepest levels, including unsolicited feedback, such as contact center interactions, and solicited feedback, like customer surveys. By interpreting nuance and identifying patterns and traits, organizations can shed light on new areas of opportunity, from agent performance and operational efficiency to product innovation and marketing and sales effectiveness. With these insights, organizations can also better understand what to automate and identify areas of opportunity and improvement in automation workflows. CallMiner’s AI-powered conversation intelligence and CX automation platform empowers organizations to: • Collect structured and unstructured data from 100% of customer interactions • Use AI and ML to uncover intelligence and insights, such as customer sentiment or satisfaction • Leverage intelligence to make informed decisions around agent training and augmentation, automation, business decisions, and more • Embrace automation through virtual agents and customer engagement initiatives • Continually monitor customer interactions (both with humans and AI automation) to make improvements CallMiner’s product suite covers four areas: • Capture: Through recording, screen recording, and redaction capabilities, organizations can capture all of their customer interactions and ingest them into the CallMiner platform • Intelligence: With advanced AI capabilities, including an agentic AI framework, organizations are able to uncover trends and opportunities across omnichannel customer insights at scale • Augmentation: Agent performance and real-time agent guidance capabilities help organizations improve coaching and training initiatives, as well as support agents in real time during interactions • Automation: Voice-first virtual agents help organizations automate inbound and outbound customer service efforts, improving efficiency; the industry's first AI-powered customer engagement tool helps organizations more effectively interact and gain feedback from customers through surveys, forms, and more. CallMiner is trusted to improve CX for leading brands across technology, media and telecom, retail, manufacturing, financial services, healthcare, and travel & hospitality. ## CallMiner Eureka Pros & Cons **What users like:** - Users find CallMiner Eureka's **helpful AI capabilities** invaluable for extracting customer insights from conversations efficiently. (9 reviews) - Users value the **transformative AI features** of CallMiner Eureka, enhancing insights from every customer interaction for actionable outcomes. (6 reviews) - Users find **CallMiner Eureka incredibly easy to set up** , praising the excellent support that simplifies their experience. (6 reviews) - Users value the **robust speech analytics** of CallMiner Eureka, enhancing their understanding of customer experiences and improving operations. (6 reviews) - Users praise CallMiner Eureka for its **innovative AI integration** , enhancing trend identification and operational efficiency. (6 reviews) - User Interface (5 reviews) - Analytics (4 reviews) - Automation (4 reviews) - Coaching (4 reviews) - Customer Support (4 reviews) **What users dislike:** - Users experience **accuracy issues** with CallMiner Eureka, particularly with complex accents affecting transcription and insights. (3 reviews) - Users note a **steep learning curve** with CallMiner Eureka, requiring significant time and resources for effective usage. (3 reviews) - Users find CallMiner Eureka has a **steep learning curve** , requiring significant time and resources for effective use. (3 reviews) - Users experience a **difficult learning** process, noting the steep learning curve and challenging setup requirements. (2 reviews) - Users find the **difficult reporting** process in CallMiner Eureka burdensome, especially when managing large datasets and updates. (2 reviews) - Users find the **difficult setup** of CallMiner Eureka to be a significant barrier for effective utilization and adoption. (2 reviews) - Inaccuracy (2 reviews) - Inaccurate Data Analysis (2 reviews) - Initial Difficulties (2 reviews) - Limited Customization (2 reviews) ## CallMiner Eureka Reviews ### 1. Nourishing **Rating:** 5.0/5.0 stars **Reviewed by:** Josue Leonardo M. | Speech Analyst, Small-Business (50 or fewer emp.) **Reviewed Date:** October 09, 2024 **What do you like best about CallMiner Eureka?** Provide pure data, which helps drive your business forward **What do you dislike about CallMiner Eureka?** Sometimes the load times feel like an eternity **What problems is CallMiner Eureka solving and how is that benefiting you?** Identifying call drivers and quality indicators ### 2. User Friendly Speech analytics **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Telecommunications | Mid-Market (51-1000 emp.) **Reviewed Date:** October 24, 2024 **What do you like best about CallMiner Eureka?** CallMiner Eureka is easy to learn - very user friendly, **What do you dislike about CallMiner Eureka?** I really wish the reporting aspects were better. It would also be nice to be able to bundle multiple categories together to pull one single report. **What problems is CallMiner Eureka solving and how is that benefiting you?** Multiple problems; anywhere from what promos are effective and being offered, to what are the customers saying. ### 3. Organized Information **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Consumer Services | Enterprise (> 1000 emp.) **Reviewed Date:** October 24, 2024 **What do you like best about CallMiner Eureka?** Just being able to run the meta data and being able to apply the analysis. **What do you dislike about CallMiner Eureka?** I can't think of one.. because I believe what callminer can do for a business is up to me **What problems is CallMiner Eureka solving and how is that benefiting you?** We are able to identify and capture the aspects that our agents are missing ### 4. Spent a lot of time evaluating options, CallMiner is the best **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Enterprise (> 1000 emp.) **Reviewed Date:** October 08, 2024 **What do you like best about CallMiner Eureka?** I love the embedded AI. The next generation features that will be coming out soon look super cool. **What do you dislike about CallMiner Eureka?** There are so many features and functions, it is difficult to not try to boil the ocean. **What problems is CallMiner Eureka solving and how is that benefiting you?** CallMiner will be transforming how we understand what is happening in our calls. ### 5. Incredible insights for all your calls **Rating:** 4.0/5.0 stars **Reviewed by:** Alun M. | Speech Analytics Platform Analyst, Enterprise (> 1000 emp.) **Reviewed Date:** June 05, 2024 **What do you like best about CallMiner Eureka?** Using categories to develop libraries of syntax, you can get granular insights into your calls that's available when needed. It also makes it easy to 'mix and match' your results to look at your calls from various angles. **What do you dislike about CallMiner Eureka?** The interface can sometimes be a little slow and it's not exactly the prettiest to look at. **What problems is CallMiner Eureka solving and how is that benefiting you?** Large scale QA of all calls for key agent behaviours and insight into demand. ### 6. Game Changer **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Outsourcing/Offshoring | Enterprise (> 1000 emp.) **Reviewed Date:** November 16, 2023 **What do you like best about CallMiner Eureka?** We have seen first hand the transformative impact Call Miner has on understanding our customer interactions. The automated scorecards are a game changer in improving agent performance. Eureka's redaction capabilities ensure customer data is handled securely. **What do you dislike about CallMiner Eureka?** This isn't necessarily a downside of the tool however the tool does have a considerable learning curve requiring certain skill sets for standing up. This being said, there continues to be enhancements and the support from the call miner is extremely helpful. **What problems is CallMiner Eureka solving and how is that benefiting you?** Regulatory and Compliance Monitoring: It ensures adherence to industry standards and legal requirements, significantly reducing the risk of non-compliance and the potential for fines or legal issues. Voice of the Customer Analysis: By analyzing customer interactions, the tool provides insights into customer needs and preferences, leading to enhanced customer satisfaction and loyalty. Agent Performance and Coaching: It helps in evaluating and improving agent performance, facilitating targeted coaching to develop a more effective and efficient customer service team. Sales Enhancement and Coaching: The tool also focuses on improving sales strategies by analyzing customer interactions, enabling tailored coaching for sales teams to boost sales effectiveness and efficiency. ### 7. CallMiner - My Opinion **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Consumer Electronics | Mid-Market (51-1000 emp.) **Reviewed Date:** March 02, 2020 **What do you like best about CallMiner Eureka?** The ability to import so many metadata fields to use in conjunction with syntax based searches. Being able to use back end data and tag what customers are saying on those specific interactions is fantastic. **What do you dislike about CallMiner Eureka?** The community forum has a lot of potential but is badly underutilized. I think CallMiner could lean into this more and it would allow more companies to benefit from the program while taking some work off the CSDs. **Recommendations to others considering CallMiner Eureka:** Consider what you would like it to do for your company. Be very specific so that you go into it with goals in mind and asking the correct questions to attain those goals. **What problems is CallMiner Eureka solving and how is that benefiting you?** Being able to Coach agents and improve their overall performance on metrics that the company deems important. CM plus the metadata that has been imported gives you the ability to have an extremely clean user interface to manage all of your interactions, not just listen to them. It can be used as a central command for quite a few things. ### 8. New but excited **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Insurance | Mid-Market (51-1000 emp.) **Reviewed Date:** June 11, 2024 **What do you like best about CallMiner Eureka?** We are new to the Call Miner ecosystem, but excited about it's capabilities, especially after discussing it with experienced users at the Listen 2024 event. **What do you dislike about CallMiner Eureka?** We are still incorporating the platform into our system so haven't been able to find anything to dislike as of yet **What problems is CallMiner Eureka solving and how is that benefiting you?** As we haven't incorporated it yet nothing is yet to be solved, but we envision the strain on the QA team will be reduced considerably ### 9. Great Partner and a Good Product **Rating:** 4.5/5.0 stars **Reviewed by:** Prasanna C. | Enterprise (> 1000 emp.) **Reviewed Date:** November 06, 2023 **What do you like best about CallMiner Eureka?** The customer support we get from callminer and the level of attention they give to every client is absolutely mindboggling. They intently listen to your usecases suggest effective product features and solutions and they are also humble enough to acknowledge solution gaps and provide us ability to influence their roadmap. We have direct access to their product and consulting teams who Put client satisfaction as their #1. **What do you dislike about CallMiner Eureka?** The only thing that I wish they did was to get AI embedded into their solutions faster. They can market their AI spin off differently from their traditional offerings that helps change perspectives of long time users. Unsupervised learning aspects is the key that we feel callminer could do a little better **What problems is CallMiner Eureka solving and how is that benefiting you?** Quality scorecards , topic miner insights to what our contacts are about, quick spin off of fraud detection use cases ### 10. Endless possibilities **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Insurance | Enterprise (> 1000 emp.) **Reviewed Date:** June 03, 2024 **What do you like best about CallMiner Eureka?** Callminer holds endless possibilities as any other tech provides nowdays but key thing how you use it and how proactive you are to get the best use case by applying different perspectives in modelling to get best results out of it **What do you dislike about CallMiner Eureka?** can be more user friendly at the moment lacking it's peers in the market **What problems is CallMiner Eureka solving and how is that benefiting you?** Customer & Agent Behavior alongs Demand trends ### 11. Great product! **Rating:** 5.0/5.0 stars **Reviewed by:** Victor D. | Professional Development Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** November 17, 2020 **What do you like best about CallMiner Eureka?** 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. **What do you dislike about CallMiner Eureka?** There really isn't a downside with CallMiner, they continue to improve and get better every year. **What problems is CallMiner Eureka solving and how is that benefiting you?** 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. **Official Response from Kate Davis:** > Thank you for the review Victor. We'll keep listening to our users like you to continue improving! ### 12. Call Miner Eureka **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** November 17, 2023 **What do you like best about CallMiner Eureka?** Eureka allows you to identify both what is and what isn't happening on your calls. It allows you to search as hoc or to create categories and build scorecards to monitor agent performance. No limit on categories or scorecards either. **What do you dislike about CallMiner Eureka?** It would be really helpful if you could work out of more than one browser at a time. Often times when you're looking at categories that contain other categories and are making adjustments it would be advantageous to have more than one browser open. **What problems is CallMiner Eureka solving and how is that benefiting you?** We use it for compliance, agent call responsibility, customer experience and regulatory concerns primarily. ### 13. Love Callminer for it's flexibility and customization **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Banking | Enterprise (> 1000 emp.) **Reviewed Date:** November 14, 2023 **What do you like best about CallMiner Eureka?** Compared to other speech analytics systems it offers tons of flexibility. I can build my own categories using my own syntax with very few limitations in how the syntax is structured. I'm not limited to using pre built stuff. **What do you dislike about CallMiner Eureka?** While I love the flexibility callminer has, that means it's not particularly simple to use and category building can be a very long process. We have also had many ingestion issues and Metadata issues which causes headaches. **What problems is CallMiner Eureka solving and how is that benefiting you?** Mainly used to monitor compliance. Provides a larger picture of agents compliance habits, rather than judging based on randomly pulled calls. ### 14. It was amazing and definitely better than I expected. **Rating:** 5.0/5.0 stars **Reviewed by:** Linda M. | Mid-Market (51-1000 emp.) **Reviewed Date:** November 22, 2023 **What do you like best about CallMiner Eureka?** The information we received and the interaction between other companies using Call Miner was such a huge benefit. Call Miner has really thought out how to get the most out of Listen where the participants go away with an abundance of information that the next day you can start using. **What do you dislike about CallMiner Eureka?** Getting it in real time would be beneficial. **What problems is CallMiner Eureka solving and how is that benefiting you?** Call Miner has an ease of implementation. We can correct an issue with a quick turn around time and the number of features is an added benefit. ### 15. Put in the sweat equity **Rating:** 3.5/5.0 stars **Reviewed by:** Joseph B. | Director - Contact Center, Enterprise (> 1000 emp.) **Reviewed Date:** November 06, 2023 **What do you like best about CallMiner Eureka?** The ability to "listen" to 100% (or nearly 100%) of your calls **What do you dislike about CallMiner Eureka?** Not that I dislike it, but be ready to put in some work to set it up. **What problems is CallMiner Eureka solving and how is that benefiting you?** We are currently focused on new business calls to increase our agents effectiveness ### 16. Eye opening and exciting **Rating:** 5.0/5.0 stars **Reviewed by:** David S. | Mid-Market (51-1000 emp.) **Reviewed Date:** June 22, 2023 **What do you like best about CallMiner Eureka?** Listening to other business in the financial industry on how they have utalised call miner in there businesses. The impact it has had on their organisation and people. The presentation from. Bruce was amazing and very informative about what to expect from call miner in the next coming months. **What do you dislike about CallMiner Eureka?** Abit slide heavy and times, could of had one or two interactive sessions with the Audience. **What problems is CallMiner Eureka solving and how is that benefiting you?** Since attending the session this week we have already downloaded the consumer duty score cards and will be looking at this in the coming days to understand where we are at the early stages on consumer duty going live. ### 17. Software with additional useful tools. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Small-Business (50 or fewer emp.) **Reviewed Date:** June 19, 2023 **What do you like best about CallMiner Eureka?** I like the voice transcription that it offers. I also like that you can add tags, and comments and do specific searches of the calls you want to hear/find. Overall a very complete software. **What do you dislike about CallMiner Eureka?** The voice transcription is not very accurate so you can't trust 100% in the tool. It is good as a general guidance but it still needs improvement. I also dislike that you can't hear calls on the same day. I think this has to do with our company having a certain hour when calls are uploaded but this didn't happen with Live Vox. **What problems is CallMiner Eureka solving and how is that benefiting you?** It is providing the platform for us to listen to calls from our sales and loan servicing agents so we can provide guidance and feedback in their general customer support. ### 18. CallMiner brings the data **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Mid-Market (51-1000 emp.) **Reviewed Date:** November 10, 2023 **What do you like best about CallMiner Eureka?** The amount if data our organization has access to now. **What do you dislike about CallMiner Eureka?** Programing requires coding which we weren't expecting. However CallMiner provided extense training and we have sucessfully transitioned our team. **What problems is CallMiner Eureka solving and how is that benefiting you?** Reducing manual QA while automatically scoring across ~99% of our total call volume. Also it gives us insights into data we have never had prior. ### 19. Helpful **Rating:** 4.5/5.0 stars **Reviewed by:** Cori H. | Mid-Market (51-1000 emp.) **Reviewed Date:** November 06, 2023 **What do you like best about CallMiner Eureka?** It's very helpful to pinpoint opportunity and also what we do well to recognize those that deserve the spot light. **What do you dislike about CallMiner Eureka?** That we don't have real time but that's on us. **What problems is CallMiner Eureka solving and how is that benefiting you?** Helping shape our new QA program, helping us improve our service and capture behavior patterns we could not before. ### 20. Lifechanging and work hack **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Medical Devices | Small-Business (50 or fewer emp.) **Reviewed Date:** November 24, 2023 **What do you like best about CallMiner Eureka?** It can be capable of 80 to 100% review of interactions with customers which gives insights how the frontfacing team is performing **What do you dislike about CallMiner Eureka?** It needs to have a holistic approach including correction of the error found **What problems is CallMiner Eureka solving and how is that benefiting you?** Compliance review ### 21. It is very versatile’ **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Enterprise (> 1000 emp.) **Reviewed Date:** November 06, 2023 **What do you like best about CallMiner Eureka?** Call miner Eureka has a lot of nuances that comes with it , so it's a forever learning experience which can be a bit frustrating at times . However , there is a lot you can leverage with call miner because they are not black and white . **What do you dislike about CallMiner Eureka?** All of the different nuances and gray areas. **What problems is CallMiner Eureka solving and how is that benefiting you?** It is helping us regulate our servicing side and being able to touch more calls that we are not able to do with our QA team ### 22. Great Knowledge Received **Rating:** 5.0/5.0 stars **Reviewed by:** Deirdre L. | Mid-Market (51-1000 emp.) **Reviewed Date:** November 06, 2023 **What do you like best about CallMiner Eureka?** Category Building and creating scores that can be used to review overall calls and determine who needs coaching based on the score **What do you dislike about CallMiner Eureka?** There's nothing I dislike about the CallMiner platform. **What problems is CallMiner Eureka solving and how is that benefiting you?** Help identifying repeat call, behavior related calls and coaching needs. ### 23. Great information and very engaging CallMiner associates **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** November 06, 2023 **What do you like best about CallMiner Eureka?** Getting other customers insights, best tips and practice. Helpful tips on how to leverage CallMiner resources **What do you dislike about CallMiner Eureka?** Nothing, so far I loved the sessions that I have attended and the CallMiner team **What problems is CallMiner Eureka solving and how is that benefiting you?** Compliance and how to measure customer satisfaction ### 24. Moving and reinforces the value of better insight **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Consumer Services | Mid-Market (51-1000 emp.) **Reviewed Date:** November 08, 2023 **What do you like best about CallMiner Eureka?** Data, insights, expanding capabilities. They are innovators and it'll help us provide a better customer experience. **What do you dislike about CallMiner Eureka?** More a dislike about my own lack of education around effectively using call miner **What problems is CallMiner Eureka solving and how is that benefiting you?** Improving the customer experience and CSR behaviors ### 25. CallMiner Eureka review **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Insurance | Mid-Market (51-1000 emp.) **Reviewed Date:** June 22, 2023 **What do you like best about CallMiner Eureka?** This tool allows us to generate valuable insights of our business, highlighting knowledge or process gaps along with in the moment feedback on how we can manage our operations and we the required development needs are **What do you dislike about CallMiner Eureka?** We love the platform but we don't think that you should have to pay more for an increased level of accuracy. We feel that this should be part of the basic package **What problems is CallMiner Eureka solving and how is that benefiting you?** CallMiner Eureka has allowed us to regain our coaching culture and as provided us with valuable insights on where our process and knowledge gaps are. It has also been a big factor in our overall engagement levels ### 26. Great insights for business decisions **Rating:** 5.0/5.0 stars **Reviewed by:** Manrique S. | Enterprise (> 1000 emp.) **Reviewed Date:** November 08, 2023 **What do you like best about CallMiner Eureka?** The ability to extract insights from conversations to be able to identify trends and improve strategies **What do you dislike about CallMiner Eureka?** Accuracy levels can improve to avoid the necessity of so many aliases **What problems is CallMiner Eureka solving and how is that benefiting you?** Compliance and process adoption ### 27. Long time CM customer **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Pharmaceuticals | Small-Business (50 or fewer emp.) **Reviewed Date:** November 08, 2023 **What do you like best about CallMiner Eureka?** Too many to list, but automated quality monitoring and gaining insights not possible without CM **What do you dislike about CallMiner Eureka?** No dislike but dashboards aren't the best **What problems is CallMiner Eureka solving and how is that benefiting you?** Manual quality review, we've reduced our staff because of CM ### 28. Very informative listening to how others in the industry use CallMiner and what’s on the roadmap **Rating:** 4.5/5.0 stars **Reviewed by:** Melody C. | Mid-Market (51-1000 emp.) **Reviewed Date:** November 08, 2023 **What do you like best about CallMiner Eureka?** The ability to find and trend topics and send coaching insights. API **What do you dislike about CallMiner Eureka?** No specifics. I would like more information on specifics offered in solution's packages **What problems is CallMiner Eureka solving and how is that benefiting you?** Quality Assurance, control, and trending ### 29. The conference was informative, more so if the subjects are immediately applicable. **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Hospitality | Mid-Market (51-1000 emp.) **Reviewed Date:** November 08, 2023 **What do you like best about CallMiner Eureka?** Sorting calls by criteria instead of having to do so manually. **What do you dislike about CallMiner Eureka?** Althe disconnect between coach and analyze, particularly how you can open the transcript of a call in coach-find. And "begin evaluation" and do so in that call. but the same call in analyze doesnt have the evaluation option. **What problems is CallMiner Eureka solving and how is that benefiting you?** Qa with a much smaller team and ability to identify patterns in agent behavior. ### 30. One of the most flexible solutions I've seen **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Utilities | Enterprise (> 1000 emp.) **Reviewed Date:** May 25, 2022 **What do you like best about CallMiner Eureka?** In comparison to some other similar solutions I think CM is very flexible and can get down to granular levels for the insight I am looking for, the features are getting better all the time though at times the little things get overlooked that could make life alot easier **What do you dislike about CallMiner Eureka?** Some of the parts on exports are very labour intensive to find if you have lots of categories, subscription changed are long winded when changing components etc scorecards in a analyze could also be improved **What problems is CallMiner Eureka solving and how is that benefiting you?** Easier access to customers conversation and quicker thanks before l, we highlight risks and create actionable insight on the back of it. We have also worked in alot of our compliance areas to create efficiency, looking at vulnerable customers and ingesting more metadata to improve analysis ### 31. CallMiner Experience **Rating:** 5.0/5.0 stars **Reviewed by:** Darren T. | Enterprise (> 1000 emp.) **Reviewed Date:** June 22, 2023 **What do you like best about CallMiner Eureka?** It provides us with insights that we wouldn’t have had before and allows the business to deep dive into performance against specific areas **What do you dislike about CallMiner Eureka?** System log out after a certain time, particularly when using command post or coach **What problems is CallMiner Eureka solving and how is that benefiting you?** We are using Coach to engage our consultants, improve the customer journey, reduce complaints and identify vulnerability ### 32. My experience at Listen 2023 **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Enterprise (> 1000 emp.) **Reviewed Date:** November 08, 2023 **What do you like best about CallMiner Eureka?** As I continue to evaluate the market, I consistently come back to CallMiner as a leader in the space. The products seem to work well with each other and provide real value. **What do you dislike about CallMiner Eureka?** I am yet to find something that I do not like about the product suite. **What problems is CallMiner Eureka solving and how is that benefiting you?** We are a prospect at this point. ### 33. Excellent product! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Enterprise (> 1000 emp.) **Reviewed Date:** October 19, 2021 **What do you like best about CallMiner Eureka?** Provides great insights, CallMiner is always looking to improve its products and really takes feedback seriously. CallMiner support is attentive and always available to help. **What do you dislike about CallMiner Eureka?** Not much; I think the innovations answer updates are always well thought out. **What problems is CallMiner Eureka solving and how is that benefiting you?** Customer service/experience. Workflow adherence. ### 34. An invaluable tool for understanding your customers **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Insurance | Mid-Market (51-1000 emp.) **Reviewed Date:** June 22, 2023 **What do you like best about CallMiner Eureka?** Really like the new search functionality inclusion of the hierarchy is also a great help. **What do you dislike about CallMiner Eureka?** What would be nice is great if you could export data automatically without using the API. Another thing which would be really good would be to get more than five different areas for a score. **What problems is CallMiner Eureka solving and how is that benefiting you?** It's help identify processing gaps within the business also help with our online journey to improve our customer experience ### 35. Great and informative conference. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** November 08, 2023 **What do you like best about CallMiner Eureka?** Ease of use in Eureka and the premade categories. **What do you dislike about CallMiner Eureka?** I wish coach find was a bit more intuitive. **What problems is CallMiner Eureka solving and how is that benefiting you?** Automate QA and also we have been able to gain far more insight into what our customers are saying ### 36. Listen Conference 2023 **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Entertainment | Enterprise (> 1000 emp.) **Reviewed Date:** November 06, 2023 **What do you like best about CallMiner Eureka?** Being able to analyze, test, and evaluate as well as make changes as needed. **What do you dislike about CallMiner Eureka?** Can be overwhelming with so much on the screen **What problems is CallMiner Eureka solving and how is that benefiting you?** Helping us to drill down to produce more positive outcomes for customers. ### 37. Informative **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Pharmaceuticals | Enterprise (> 1000 emp.) **Reviewed Date:** November 07, 2023 **What do you like best about CallMiner Eureka?** Many different functions with information and learning sessions. **What do you dislike about CallMiner Eureka?** Some of the workshop sessions being less than optimal. **What problems is CallMiner Eureka solving and how is that benefiting you?** What information is being shared on calls that we don't have immediate access to without Callminer? ### 38. Maximizing data analysis **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Telecommunications | Mid-Market (51-1000 emp.) **Reviewed Date:** November 07, 2023 **What do you like best about CallMiner Eureka?** I love all the QA features and the coaching features **What do you dislike about CallMiner Eureka?** There isn't anything I don't like but I'm still new. **What problems is CallMiner Eureka solving and how is that benefiting you?** QA more calls to increase efficiency and improve CX ### 39. First time user, initial experience **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Pharmaceuticals | Enterprise (> 1000 emp.) **Reviewed Date:** November 08, 2023 **What do you like best about CallMiner Eureka?** Predictive analytics appears to be a veryuseful tool. **What do you dislike about CallMiner Eureka?** I have not seen any negative impacts to the product **What problems is CallMiner Eureka solving and how is that benefiting you?** The ability to identify areas of improvement in customer interactions ### 40. Great Networking opportunity **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Automotive | Mid-Market (51-1000 emp.) **Reviewed Date:** November 08, 2023 **What do you like best about CallMiner Eureka?** simplicity to use software. Great customer support **What do you dislike about CallMiner Eureka?** there is nothing to dislike about the product **What problems is CallMiner Eureka solving and how is that benefiting you?** mitigation of risk ### 41. Overall a fantastic Speech Analytics platform **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** May 11, 2023 **What do you like best about CallMiner Eureka?** I love the flexibility and customization that comes with building categories, scores etc. The data really shines when we export and connect to other sources. **What do you dislike about CallMiner Eureka?** The UI is buggy at times, and the hierarchy can be challenging to work with **What problems is CallMiner Eureka solving and how is that benefiting you?** We can deliver key insights to stakeholders through Contact Drivers and custom categories to help bring clarity to the flavor of the month. ### 42. Very informative and exciting things coming up! **Rating:** 5.0/5.0 stars **Reviewed by:** Anna G. | Operational NPS Analyst, Enterprise (> 1000 emp.) **Reviewed Date:** June 20, 2023 **What do you like best about CallMiner Eureka?** Hands down the easiest method of call analysis going, and so versatile **What do you dislike about CallMiner Eureka?** There are a number of bugs with subscriptions not coming through, can also be fairly slow depending on number of users live **What problems is CallMiner Eureka solving and how is that benefiting you?** Vulnerabilities, agent performance, complaints resolution, QA ### 43. There's a learning curve **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** May 16, 2023 **What do you like best about CallMiner Eureka?** CallMiner is very flexible and can be used in a variety of ways. However, learning how to make the most of it takes a lot of time and you will need a dedicated person to optimize your use. **What do you dislike about CallMiner Eureka?** The transcription doesn't sort our mumbled words or unqiue accents as well as I would like. **What problems is CallMiner Eureka solving and how is that benefiting you?** Coaching and developing agents. ### 44. Highly Recommend CallMiner **Rating:** 5.0/5.0 stars **Reviewed by:** Chelsea B. | Operations Analyst, Mid-Market (51-1000 emp.) **Reviewed Date:** November 01, 2022 **What do you like best about CallMiner Eureka?** I love the reporting, the visuals, and it is a very user friendly system with a great team of contacts to help you along the way!! **What do you dislike about CallMiner Eureka?** Updating the hierarchy is time consuming but needed. I also think there could be a better way to pull reporting other than explorer. I want to be able to quickly export all data by line of business and agent instead of just one or the other. **What problems is CallMiner Eureka solving and how is that benefiting you?** We are able to reduce repeat callers, increase first call resolution, and get a better understanding overall as to why our members are calling. We can also quickly see what kind of survey comments our members are leaving quickly!! ### 45. Great Coaching Tool **Rating:** 4.0/5.0 stars **Reviewed by:** Jason K. | Supervisor III, Mid-Market (51-1000 emp.) **Reviewed Date:** August 18, 2022 **What do you like best about CallMiner Eureka?** I like the fact that there's a tool that can score a chat/call/email for my consultants that I can then utilize during my 1:1 coaching sessions with each member of my team. **What do you dislike about CallMiner Eureka?** I wish that the tool allowed the consultant to see their specific chat interactions, without relying on me to review the transcript on my side and sharing my screen. **What problems is CallMiner Eureka solving and how is that benefiting you?** It takes away the guess work on how a conversation is performing. I think it's obvious that customer interactions can be subjective between each consultant and/or manager. This takes away the guessing. ### 46. A speech analytics solution that delivers what it promises **Rating:** 5.0/5.0 stars **Reviewed by:** Carlos A. | Director of Interaction Analytics, Enterprise (> 1000 emp.) **Reviewed Date:** November 01, 2022 **What do you like best about CallMiner Eureka?** Extremely flexible/customizable to fit any use case you can throw at it, If it happens on the call, CallMiner can identify and measure it. **What do you dislike about CallMiner Eureka?** Every Analyze user has their own metadata display settings and personal dashboard and there's no way to govern those settings from a higher level. So setting up identical views and display settings for a group of users is extremely cumbersome. **What problems is CallMiner Eureka solving and how is that benefiting you?** Identifying customer pain points, opportunities for process improvement. Reducing repeat calls. Identifying call drivers. Improving sales and compliance adherence. ### 47. CallMiner Review **Rating:** 4.5/5.0 stars **Reviewed by:** David L. | Quality Manager, Enterprise (> 1000 emp.) **Reviewed Date:** August 22, 2022 **What do you like best about CallMiner Eureka?** The CallMiner team is very friendly, helpful and easy to get a hold of. The team has a good sense of direction and they try their best to accommodate our requests. **What do you dislike about CallMiner Eureka?** I would like it if the team was able to provide us updates on our ideas/requests more often to ensure that no idea/initiative is forgotten. **What problems is CallMiner Eureka solving and how is that benefiting you?** Behavior assessment syntax will enable the system to score interactions based on our behavior rubric, along with several ideas submitted. ### 48. Great tool to automate call grading **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** August 23, 2022 **What do you like best about CallMiner Eureka?** I like the many different functions that come with call miner. There are a variety of different ways the software can be used and it also allows you to combine your categories to create a scorecard. **What do you dislike about CallMiner Eureka?** Call miner does have things it could improve upon. sometime the words get mis transcribed which causes certain categories to not populate. An agent could have done everything right but they can get hit due to something out of their control. **What problems is CallMiner Eureka solving and how is that benefiting you?** Call miner is automating call listening for us. This allows us to take people away from manually listening to call. Also it allows us to grade a larger number of calls. ### 49. Still learning but finding flaws **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Transportation/Trucking/Railroad | Small-Business (50 or fewer emp.) **Reviewed Date:** August 23, 2022 **What do you like best about CallMiner Eureka?** The ability to quickly skim the contents of a call to look for key components. The ability to grade a call within CallMiner and share results with Agents & Leads. **What do you dislike about CallMiner Eureka?** The inability to bookmark a search/category is so frustrating; I have to go through the motions every time. The auto-log out feature after 30 minutes is too short. The program is not user friendly without sufficient training. **What problems is CallMiner Eureka solving and how is that benefiting you?** CM is helping us automate our grading rubric to allow us to analyze quality on more calls per agent per month. This gives us a grander scope of quality assurance. ### 50. Good experience, **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Entertainment | Small-Business (50 or fewer emp.) **Reviewed Date:** February 11, 2021 **What do you like best about CallMiner Eureka?** Left pane loads quickly and is a great pulse check into business performance. Backend API allows you to bring data in house and build your own dashboards and visualizations. **What do you dislike about CallMiner Eureka?** Mass amounts of volume can give it trouble. This has improved over the years, though. Transcription accuracy can also be improved. **What problems is CallMiner Eureka solving and how is that benefiting you?** Identify agent and customer behavior that leads to improvements in business metrics. ## CallMiner Eureka Discussions - [How can I keep the data label while exporting the dashboard in pdf format?](https://www.g2.com/discussions/31232-how-can-i-keep-the-data-label-while-exporting-the-dashboard-in-pdf-format) - 1 comment, 1 upvote - [Is there any way to increase the recognition accuracy?](https://www.g2.com/discussions/24999-is-there-any-way-to-increase-the-recognition-accuracy) - 1 comment, 1 upvote - [How do I combine two components in one components?](https://www.g2.com/discussions/29444-how-do-i-combine-two-components-in-one-components) - 1 comment - [View CallMiner Eureka pricing details and edition comparison](https://www.g2.com/products/callminer-eureka/reviews?page=2§ion=pricing&secure%5Bexpires_at%5D=2026-07-21+07%3A44%3A39+-0500&secure%5Bsession_id%5D=bb190d8e-44ef-4c73-b690-75f3d221f47b&secure%5Btoken%5D=17fc13f506e4817c46750e7760195f420722c3802891c4447cd19ab8ce6de199&format=llm_user) ## CallMiner Eureka Integrations - [Agentforce Sales (formerly Salesforce Sales Cloud)](https://www.g2.com/products/agentforce-sales-formerly-salesforce-sales-cloud/reviews) - [Anywhere365](https://www.g2.com/products/anywhere365/reviews) - [Boost.ai](https://www.g2.com/products/boost-ai/reviews) - [Content Guru storm](https://www.g2.com/products/content-guru-storm/reviews) - [Dynamics](https://www.g2.com/products/dynamics/reviews) - [Five9 Intelligent Cloud Contact Center Platform](https://www.g2.com/products/five9-intelligent-cloud-contact-center-platform/reviews) - [Microsoft Power BI](https://www.g2.com/products/microsoft-microsoft-power-bi/reviews) ## CallMiner Eureka Features **Call Analytics** - Call Recording - Machine Learning - Call Analysis - Lead Qualification **Quality Assurance** - Evaluation - Calibration - Reports **Generative AI** - AI Text Summarization **Artificial Intelligence - Conversation Intelligence** - Customer Scoring - Speech-to-Text - Sentiment Analysis **Engagement** - Feedback - Dashboards - Training **Performance** - Integrations - Compliance **Generative AI** - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Agentic AI - Conversation Intelligence** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making ## Top CallMiner Eureka Alternatives - [Observe.AI](https://www.g2.com/products/observe-ai/reviews) - 4.6/5.0 (223 reviews) - [Talkdesk](https://www.g2.com/products/talkdesk/reviews) - 4.4/5.0 (2,452 reviews) - [NICE CXone](https://www.g2.com/products/nice-cxone/reviews) - 4.3/5.0 (1,604 reviews)