--- 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. Matt Glennon NewDay USA **Rating:** 5.0/5.0 stars **Reviewed by:** Matthew G. | Business Analyst, Mid-Market (51-1000 emp.) **Reviewed Date:** August 18, 2022 **What do you like best about CallMiner Eureka?** Easily able to review our companys calls. Easy to navigate as well **What do you dislike about CallMiner Eureka?** Sometimes loads a little slow when a lot of data is being computed. **What problems is CallMiner Eureka solving and how is that benefiting you?** It is helping our business navigate our compliance and sales techniques with ease. ### 2. Helpful Insights into Trends and Performance **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** August 18, 2022 **What do you like best about CallMiner Eureka?** Easy to use for management, analysts, and call center agents alike which helps to keep everyone aligned and aware of trends and performance **What do you dislike about CallMiner Eureka?** Timing out when you have multiple tabs open can be frustrating Having multiple Search tabs open can also cause the system to load the wrong data **What problems is CallMiner Eureka solving and how is that benefiting you?** Using Callminer has given us governance over all of calls thus we can identify performance trends and provide feedback all inside of one system ### 3. CallMiner **Rating:** 5.0/5.0 stars **Reviewed by:** Amanda H. | Campaign manager, Small-Business (50 or fewer emp.) **Reviewed Date:** May 30, 2022 **What do you like best about CallMiner Eureka?** The breakout session on the first day was really enjoyable. Good to hear what is coming up too **What do you dislike about CallMiner Eureka?** More about the facility but the room was really cold!! **Recommendations to others considering CallMiner Eureka:** Make sure you allow time for someone to always be reviewing what has been built. This is absolutely key to get the most out **What problems is CallMiner Eureka solving and how is that benefiting you?** Helping us to actually figure out what is being mentioned rather than going off what we think should be being said ### 4. Very useful insights on trends and performance **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Legal Services | Mid-Market (51-1000 emp.) **Reviewed Date:** June 14, 2022 **What do you like best about CallMiner Eureka?** The ability to create a variety of useful categories that are tailored to our needs. **What do you dislike about CallMiner Eureka?** The auto accuracy isn't always the best, which means sub categories are required for common phonetics. **Recommendations to others considering CallMiner Eureka:** Think about the wider picture and what can be influenced by your work. **What problems is CallMiner Eureka solving and how is that benefiting you?** Agent performance and be hard to track how often training is used. Calling allows us the ability to check whether their training is being used and utilised correctly and whether this is having a positive or negative effect. ### 5. Excellent and cuztomizable call analysis software for deep dive into the nature of the conversations **Rating:** 5.0/5.0 stars **Reviewed by:** Nicolas M. | Lead CSAT and Quality Analyst, Enterprise (> 1000 emp.) **Reviewed Date:** October 19, 2021 **What do you like best about CallMiner Eureka?** The depth and customizable nature of the CM tool is truly impressive, and so important when it comes to finding data that matters. Even when the needed feature isn't there, The team is great at talking feedback and implementing ideas to continually innovate their tool. Remember, the data from the conversations in your company is already there- you just need to have the right tools to find it. I think CallMiner is absolutely that too. **What do you dislike about CallMiner Eureka?** Sometimes, features that seem natural to have aren't there. that can be frustrating. Their SSO integration and the way it interacts with group permissions can be extremely frustrating to work with. **What problems is CallMiner Eureka solving and how is that benefiting you?** We have recognized the power of emotional, true empathy on our calls. We have eliminated high silence calls and excessive hold times. We have transformed our QA from a slow, tedious person process to an automated, compliance base process, freeing our QA team to make more targeted, coaching feedback oriented examinations. ### 6. Transformative tool for Quality Team! **Rating:** 5.0/5.0 stars **Reviewed by:** Abby W. | Call Quality Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** October 20, 2021 **What do you like best about CallMiner Eureka?** What I've enjoyed the most is having access to so many different data points. Before CallMiner, the only data sources that our Quality team could use to support the Contact Center were data points that we manually gathered. Touching less than 1% of our calls, there was so much valuable information left untouched. We now have data at our fingertips to better serve our internal and external customers! **What do you dislike about CallMiner Eureka?** Overall I think the tool is amazing, and it is hard to find something I dislike. If I had to pick something, I'd say that I'd prefer to have real-time transcription standard vs. an additional cost. **What problems is CallMiner Eureka solving and how is that benefiting you?** We are focused on finding areas to reduce calls coming into the contact center, focused on the high number of transfers. We've found opportunities to improve our IVR wording and allow additional transactions on the IVR to avoid calls into the call center. ### 7. Easy to use and not limiting **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Insurance | Mid-Market (51-1000 emp.) **Reviewed Date:** November 07, 2022 **What do you like best about CallMiner Eureka?** The user interface and how the tool is structured. **What do you dislike about CallMiner Eureka?** How complicated it can be up front while starting. **What problems is CallMiner Eureka solving and how is that benefiting you?** Extracting data from our contact center for rest of the business. ### 8. CallMiner stays ahead of technology and staff is always there for their customers. **Rating:** 5.0/5.0 stars **Reviewed by:** Charles F. | Interaction Analyst, Enterprise (> 1000 emp.) **Reviewed Date:** August 25, 2022 **What do you like best about CallMiner Eureka?** Quick insight to call centers. Employees to help best use product. Annual user conference **What do you dislike about CallMiner Eureka?** In my experience, there has not been anything to dislike **What problems is CallMiner Eureka solving and how is that benefiting you?** Messaging Analytics ### 9. How I find Call Miner **Rating:** 3.5/5.0 stars **Reviewed by:** Mansoor K. | Head of Commercial Sales Operations, Mid-Market (51-1000 emp.) **Reviewed Date:** May 30, 2022 **What do you like best about CallMiner Eureka?** The best of CM is the ability to see the agent calls that need improvement and clicking through to the actual call to have a look and listen. **What do you dislike about CallMiner Eureka?** The accuracy of transcript currently. And not having to pull the agent and prospect data apart in transcripts to calls **What problems is CallMiner Eureka solving and how is that benefiting you?** Getting to the issues that matter quicker ### 10. Innovative platforms and helps you improve your work and business as well. **Rating:** 4.5/5.0 stars **Reviewed by:** erwin l. | Analyst, Mid-Market (51-1000 emp.) **Reviewed Date:** October 19, 2021 **What do you like best about CallMiner Eureka?** I am a former QA on another BPO company, and comparing CallMiner from the "old" ways or processes in monitoring agents is fantastic. CallMiner eliminates a subjective approach in monitoring calls. Sets fixed standards to the employees for them to know where areas they need to improve and to make sure they are doing great on their post. **What do you dislike about CallMiner Eureka?** Some limitations, specifically using some of the special characters when looking for parameters on a category or filters on the advanced filter section on ANALYZE. **Recommendations to others considering CallMiner Eureka:** CallMiner can still improve on the email part of the trasnciption, interface, and redactions. **What problems is CallMiner Eureka solving and how is that benefiting you?** It is much easier for the agents to get coaching done. It is just one click away for them to know if they did good or improvements are needed. ### 11. Excellent tool and easy to use **Rating:** 5.0/5.0 stars **Reviewed by:** Ezra R. | Manager of Quality Analytics, Enterprise (> 1000 emp.) **Reviewed Date:** October 20, 2021 **What do you like best about CallMiner Eureka?** There's a lot to like. It's pretty easy to use without much technical knowledge of call analytics, but it offers many advanced features for power users. I particularly like the accessibility of their API. **What do you dislike about CallMiner Eureka?** There are a few missing features that I wish they had, but for the most part, the CallMiner team does a great job of using the CallMiner community to add new features based on interest. **What problems is CallMiner Eureka solving and how is that benefiting you?** We are using CallMiner within several different areas of the business. One area that we are focused on is improving our sales and customer care compliance. With CallMiner, we can provide insight on our entire call volume versus only a fraction with a manual QA process. ### 12. Made my life interesting **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Consumer Goods | Enterprise (> 1000 emp.) **Reviewed Date:** May 27, 2022 **What do you like best about CallMiner Eureka?** Being able to create a lot of structured data and perform extensive analytics to really put a finger on tangible actions. **What do you dislike about CallMiner Eureka?** Slow implementation of ideas targeting long time contact centre issues **What problems is CallMiner Eureka solving and how is that benefiting you?** Call drivers, complaint handling, online issues, CX opportunities, Efficiency opportunities ### 13. Speech Analytics **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Marketing and Advertising | Small-Business (50 or fewer emp.) **Reviewed Date:** October 19, 2021 **What do you like best about CallMiner Eureka?** I love being able to have categories but also having the capability of hiding them while reviewing a transcript. I love being able to send a transcript to another team if needed. **What do you dislike about CallMiner Eureka?** The transcription needs much improvement. With a Marketing Call Center and dealing with guests who have accents or possibly a southern drawl, the transcript of the conversation barely matches most of them. Speech to text needs much improvement. **Recommendations to others considering CallMiner Eureka:** Currently, I do not have any recommendations. **What problems is CallMiner Eureka solving and how is that benefiting you?** Instead of having a team of 50 agents to review each call manually, it is fantastic to have the capability to have Call Minor mine the calls for Quality assurance and identify discrepancies in the QA when agents are required to follow a script. Having a software program that can do the work of 50 agents with a team of 5 is a better way and a cost-effective way to do business. ### 14. New customer new experience **Rating:** 5.0/5.0 stars **Reviewed by:** Steven H. | Senior Strategy Analyst, Mid-Market (51-1000 emp.) **Reviewed Date:** May 25, 2022 **What do you like best about CallMiner Eureka?** I like the platform and the willingness to innovate **What do you dislike about CallMiner Eureka?** I don't have any features I dislike, however transcription and specifically local dialect transcription could improve **What problems is CallMiner Eureka solving and how is that benefiting you?** We have been able to create front line and second line compliance defence. ### 15. A game changer for developing sales people **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Legal Services | Mid-Market (51-1000 emp.) **Reviewed Date:** May 25, 2022 **What do you like best about CallMiner Eureka?** All of it! The potential of the system is incredible and I feel that I've only just scratched the surface **What do you dislike about CallMiner Eureka?** The transcriptions could be more accurate but I know it will only get better with time **Recommendations to others considering CallMiner Eureka:** The scope of CM is endless but be sure to start with a goal in mind and focus on one thing first **What problems is CallMiner Eureka solving and how is that benefiting you?** Consistency in sales performance and understanding what our sales people don't do enough of in calls ### 16. Great team assisting you to REACH or ACHIEVE your company goals. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Telecommunications | Mid-Market (51-1000 emp.) **Reviewed Date:** August 21, 2020 **What do you like best about CallMiner Eureka?** 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! :) **What do you dislike about CallMiner Eureka?** 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. **Recommendations to others considering CallMiner Eureka:** 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. **What problems is CallMiner Eureka solving and how is that benefiting you?** Ever changing industry, multi-tasked to handle dialer and maintaining CallMiner Scorecards and analyzing old and new data. Using Coach has been a great tool. ) **Official Response from Kate Davis:** > 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. ### 17. Different way of performing speech analytics. New functionalities that other players do not have. **Rating:** 3.5/5.0 stars **Reviewed by:** Blake H. | Senior Manager, Analytics and Client Insights, Enterprise (> 1000 emp.) **Reviewed Date:** June 30, 2020 **What do you like best about CallMiner Eureka?** 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. **What do you dislike about CallMiner Eureka?** 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. **Recommendations to others considering CallMiner Eureka:** 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. **What problems is CallMiner Eureka solving and how is that benefiting you?** Currently we have built out Compliance categories, created customer satisfaction identifiers, provide many quick hit analytics on "whats happening today" on calls for clients. **Official Response from Kate Davis:** > 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. ### 18. CallMiner User Review **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Oil & Energy | Small-Business (50 or fewer emp.) **Reviewed Date:** May 24, 2022 **What do you like best about CallMiner Eureka?** I love the insight that you can gain from using callminer **What do you dislike about CallMiner Eureka?** The downside is sometimes when going back to the call selection it goes to the beginning and you have to wait for the calls to load again. **Recommendations to others considering CallMiner Eureka:** Na **What problems is CallMiner Eureka solving and how is that benefiting you?** Problems with telephony areas and I am able to think of ways to improve this by using callminer ### 19. I would recommend CallMiner, however, I dont really have anyone to recommend it to. **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Consumer Services | Mid-Market (51-1000 emp.) **Reviewed Date:** October 19, 2021 **What do you like best about CallMiner Eureka?** CallMiner is helpful with allowing our compliance department monitor calls that are happening within our organization so we know what areas need to be improved with our agents and mistakes that are made are brought to our attention so we can get them fixed. **What do you dislike about CallMiner Eureka?** Theres not much of anything to dislike about CallMiner. However, there can always be improvement with any software. **Recommendations to others considering CallMiner Eureka:** It's the best Analytics program our company has had the pleasure of using, and it is helping to improve our company the longer we use it. **What problems is CallMiner Eureka solving and how is that benefiting you?** Customer dissatisfaction is a major thing CallMiner helps us solve as we can understand what issues are at hand and attempt to fix whatever it is to make the consumer happy with the end result. ### 20. Great product, worth a look if you need Speech Analytics **Rating:** 4.0/5.0 stars **Reviewed by:** Jonathan F. | Sr Technical Manager, Contact Center, Small-Business (50 or fewer emp.) **Reviewed Date:** May 27, 2021 **What do you like best about CallMiner Eureka?** Insights into calls that we otherwise wouldn't have the time to flag for issues. APIs that are included are great for out of the system analytics if that's your jam! I know we utilize this for several of our campaigns in which we have to determine what calls we would like to send to a partner for calibration sessions. **What do you dislike about CallMiner Eureka?** Eureka can be hard to search at first, but with a bit of effort, you can remember the syntax to get searching with the best results. **Recommendations to others considering CallMiner Eureka:** Start small, a simple question or project. Do NOT attempt to automate your QA form straight out of the gate. Practice each day to get a little better about what you are looking at and trying to understand how the system works. It's also best to work in groups if possible to bounce ideas off of each other when you are starting out. Be patient and results will come in time. Also, join the community and ask as many questions as posisble that way you can cut down on the time it takes to be very productive. **What problems is CallMiner Eureka solving and how is that benefiting you?** Redaction, Coaching, and compliance. ### 21. Very self explanatory. Great user interface **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Consumer Goods | Mid-Market (51-1000 emp.) **Reviewed Date:** June 10, 2022 **What do you like best about CallMiner Eureka?** The out of the box capabilities. Saves time **What do you dislike about CallMiner Eureka?** I don't really have any downsides it's a very good product **Recommendations to others considering CallMiner Eureka:** Get it and start reaping the the rewards **What problems is CallMiner Eureka solving and how is that benefiting you?** Reducing AHT times and identifying call handeling skills To reduce it ### 22. CallMiner is best solution for extracting Insight to Consumer Interaction **Rating:** 5.0/5.0 stars **Reviewed by:** pulkit j. | Assistant Vice President Business Analytics, Enterprise (> 1000 emp.) **Reviewed Date:** May 20, 2021 **What do you like best about CallMiner Eureka?** The power of post-mining and API to integrate with the external application is the most rewarding feature of the CallMiner Speech platform. The recent addition of Illuminate is big plus as it helps us create contents at a great accuracy and speed. Use cases which would help future developments on collector effectiveness and consumer segmentation post utilizing API Utilizing robust reporting structures in place of standard subscriptions How do we determine what caused the consumer’s language How do we differentiate between the expected and unexpected behaviors How do we sequence the required behaviors and also identifying conditional behaviors Measuring the frequency of the unexpected behaviors Evaluate confidence, clarity & risk level Purpose driven programming approach **What do you dislike about CallMiner Eureka?** CallMiner could improve the Scorecard feature. I have been using CallMiner for over five years, and in case I have any dislike, the CallMiner team either build that in the platform or provides us guidance on working outside the venue. **Recommendations to others considering CallMiner Eureka:** I truly belive in the qute “The price of success is much lower than the price of failure.” - Zig Ziglar. Once the organization has implemented the CallMiner solution they should take a step wise approach on solving the probelem. I always see this in 3 stages Technology By subscribing to CallMiner, you have one of the best technology in Speech Analytics. People While we have the best technology, if do not have the right people it may be difficult to invision the measure of success. Hire the right and dedicated resorces to run the technology Process Leave the complexicity of the tool behind and only show things which could make business improve and look better. Do not show them the negative things as it may hamper the adoption of the technology. lways try to automate, redisgn and simplfy thing for business. **What problems is CallMiner Eureka solving and how is that benefiting you?** Utilizing speech tool to improve any one of the streams i.e. increasing right party rates, converting right parties without resolution or right parties already paying will enable us with incremental collection. Utilizing speech tool to automate QA & Compliance parameters will enable us to reduce cost based of the % tasks automated Improving Right Party Contacts by improving 3rd Party Probing, supporting Marketing Strategies and Reducing Un-Productive Behaviours Converting Non Promise Right Parties by Understanding the Consumer behaviors,Identifying call Drivers for Inbound and Reducing Hang-up Rates ### 23. Exceptional Customer Service & Amazing Tech that Empowers our Business **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Pharmaceuticals | Enterprise (> 1000 emp.) **Reviewed Date:** October 19, 2021 **What do you like best about CallMiner Eureka?** I like the customer-centric approach to onboarding and the ease of use to get started on the platform using Call Miner's solution packs. There is an amazing amount of technology that underpins the platform but the UI is streamlined and intuitive once you go through training and spend some time in the platform. **What do you dislike about CallMiner Eureka?** It can feel overwhelming because there is so much flexibility to control/manage the many nuances of the platform, like scoring weights, time lags between words and many other elements that for new customers can get in the way of getting things moving. The saying that "perfection is the enemy of good" definitely applies here. **Recommendations to others considering CallMiner Eureka:** CallMiner is a customer-centric organization that aligns its Customer Success teams to their clients' success; if that's important to you, especially if your organization is lean or just embarking on your Conversational Analytics journey, you won't be disappointed. **What problems is CallMiner Eureka solving and how is that benefiting you?** We are solving a number of key challenges and business issues, including automated Quality Monitoring/Scoring, which not saves our QA time but allows them to expand their reach focus on the calls and agents that need more support rather than "waste" time on the best calls. It's helpful for agent coaching to provide more regular, consistent, and objective feedback that allows for benchmarking, 2-way dialogue and tracking of trends and changes in patterns. The other use case is around the deep analytics and hidden insights that are derived via the search and analysis capabilities. It allows Team Leads and Supervisors to look up key words, understand changing themes and respond more quickly to internal and client questions around specific topics that without Call Miner would not have been feasible at all can be done in a few hours or in cases minutes. It has enabled more engaging questions from leadership and helps identify opportunities for improvement around process flow, training, the actual content (like call guides) and other trends. ### 24. Great product that is robust in helping call centers. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Consumer Services | Enterprise (> 1000 emp.) **Reviewed Date:** October 19, 2021 **What do you like best about CallMiner Eureka?** I like pulling specific words and language around our goals throughout our organization and their departments. We can listen to calls from different teams, individuals and can quickly analyze speech. Scorecards are a great tool to help you measure the success of a program. The process takes time to learn and team but is not difficult. Improvements are constant and we are educated well by our AM. **What do you dislike about CallMiner Eureka?** I wish that we could separate silence by channel or measure silence in the call by each channel compared to total speaking or call duration. **What problems is CallMiner Eureka solving and how is that benefiting you?** We are solving compliance, engagement by our success teams and working towards coaching and improvement real time. ### 25. Great speech analytics tool! **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** November 17, 2020 **What do you like best about CallMiner Eureka?** I love that you can read the transcripts to further your discussion on ways to improve. The tools provides great insight into what associates say on 100% of their calls instead of a small few that may be manually chosen. **What do you dislike about CallMiner Eureka?** If there was a way to adjust scoring or notate disputes or explanations for others to see, would be great. **What problems is CallMiner Eureka solving and how is that benefiting you?** We are finding ways to identify different areas of the business and score associates based on their performance. We have been able to successfully improve the customer's experience. Using CallMiner has allowed our associates to hone in on their areas of opportunity, known and unknown. **Official Response from Kate Davis:** > Thank you for taking the time for a review. Be sure to check out the presentation on the new Quality Manager Workflow Beta program on Engagement Optimization to learn about subjective scoring. Available now to opt in to the beta to test out the features and provide feedback to our product team. ### 26. Interaction Analyst **Rating:** 5.0/5.0 stars **Reviewed by:** Shevelle M. | Quality Assurance Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** November 17, 2020 **What do you like best about CallMiner Eureka?** What I like best is the ability to quickly analyze calls for research purposes and finding trends. **What do you dislike about CallMiner Eureka?** The downside of Eureka is the timing out when you have multiple tabs open. **What problems is CallMiner Eureka solving and how is that benefiting you?** We are able to use Eureka to help us meet our organizational goals to focus more on customer experience. ### 27. I use CallMiner on my clients system to monitor compliance calls **Rating:** 5.0/5.0 stars **Reviewed by:** Dean C. | President, Small-Business (50 or fewer emp.) **Reviewed Date:** March 01, 2022 **What do you like best about CallMiner Eureka?** A couple of things. First super easy and intuitive to use. Second I really like the applications to coach staff. Specifically insight **What do you dislike about CallMiner Eureka?** Actually, I understand the cost is high in comparison to other solutions **What problems is CallMiner Eureka solving and how is that benefiting you?** No issues ### 28. A powerful and easy to use tool **Rating:** 5.0/5.0 stars **Reviewed by:** Angelito D. | Account Manager, Enterprise (> 1000 emp.) **Reviewed Date:** October 19, 2021 **What do you like best about CallMiner Eureka?** Gives you the ability to analyze thousand of calls in one go **What do you dislike about CallMiner Eureka?** none that I can think of. overall I'm satisfied with CM **Recommendations to others considering CallMiner Eureka:** Go for it, It will definitely boost the value you can offer to your client **What problems is CallMiner Eureka solving and how is that benefiting you?** Retention rate, we were able to surface which offers works best and which one has the lowest chance of success ### 29. Insightful **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Oil & Energy | Enterprise (> 1000 emp.) **Reviewed Date:** May 24, 2022 **What do you like best about CallMiner Eureka?** Interaction, networking ability to see examples **What do you dislike about CallMiner Eureka?** Little cold, produce more reports rather than dashboards **Recommendations to others considering CallMiner Eureka:** Great tool **What problems is CallMiner Eureka solving and how is that benefiting you?** Web chat ingestion ### 30. Great for Customer Service and Empathy Scores **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Mid-Market (51-1000 emp.) **Reviewed Date:** October 19, 2021 **What do you like best about CallMiner Eureka?** CallMiner has been great for our call center in terms of improving customer service. We have built a World Class Call Score based on our mission. CallMiner has been able to help us really dive in and focus on the important pieces of the call and also empathy. **What do you dislike about CallMiner Eureka?** The Hierarchy- it is awful. Very hard to use and needs constant updating. There needs to be an easier way to have staff updated on a continuous basis. **What problems is CallMiner Eureka solving and how is that benefiting you?** Many customer service skills. Coach has been great for our team. ### 31. New User - Happy with product **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Internet | Enterprise (> 1000 emp.) **Reviewed Date:** October 20, 2021 **What do you like best about CallMiner Eureka?** I really like the QA feature, it makes looking at results easier and I can narrow down what is/is not working and refine my search from the same pag.e **What do you dislike about CallMiner Eureka?** It takes a long time to search for bulk data. If I paste in 10k call ids I am waiting for a bit. **Recommendations to others considering CallMiner Eureka:** Put in the time and get great results. **What problems is CallMiner Eureka solving and how is that benefiting you?** So far I've used CallMiner to run reports on audio issues and I am seeing promising results at what parts of calls take the longest. ### 32. Real Time Speech Analytics **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Mid-Market (51-1000 emp.) **Reviewed Date:** October 19, 2021 **What do you like best about CallMiner Eureka?** That the program is "real time" and at any one moment I have an overview of what's happening across several offices. I especially like to be able to see the scripting on the open tile (which truly captures true to life and can indicate the need for an intervention with the agent). **What do you dislike about CallMiner Eureka?** I'm not too fond of the scripting not being saved anywhere after the call ends. **What problems is CallMiner Eureka solving and how is that benefiting you?** The benefits outweigh the disadvantages. We are solving needs for coaching by Rep dialogue vs. patient dialogue etc. ### 33. Great tool for business insights to help make decisions **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Health, Wellness and Fitness | Enterprise (> 1000 emp.) **Reviewed Date:** November 17, 2020 **What do you like best about CallMiner Eureka?** The whole concept and the ability to get what you want on what's happening. **What do you dislike about CallMiner Eureka?** Quality of transcript can be improved, but its not really a dislike.. **Recommendations to others considering CallMiner Eureka:** Time is now...You will be amazed to see what all this tool can do for your business in terms of increasing sales, driving up customer satisfaction, reducing churn, and much more **What problems is CallMiner Eureka solving and how is that benefiting you?** Reducing Dissatisfaction/returns/cancellation and increasing sales. The ability to run customer experience categories against top call drivers can really pin point the area of improvement and increase ROI. **Official Response from Kate Davis:** > Thank you for giving a review. Looking forward to continued partnership and delivering on ROI. ### 34. Helpful Tool **Rating:** 5.0/5.0 stars **Reviewed by:** Robert L. | Q, Mid-Market (51-1000 emp.) **Reviewed Date:** October 20, 2021 **What do you like best about CallMiner Eureka?** The ability to search for key words and or phrases. **What do you dislike about CallMiner Eureka?** The program has issues with dialects (especially a southern US dialect) this leads to some erroneous search results. **What problems is CallMiner Eureka solving and how is that benefiting you?** It helps to search for keywords and phrases which helps us determine and verify compliance to policy. ### 35. New to Callminer **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Leisure, Travel & Tourism | Small-Business (50 or fewer emp.) **Reviewed Date:** October 20, 2021 **What do you like best about CallMiner Eureka?** What I like the best about CallMiner is the flexibility of the program. How easy is it navigate the system. **What do you dislike about CallMiner Eureka?** What I dislike is that the transcript accuracy is not 100% **Recommendations to others considering CallMiner Eureka:** CallMiner is an easy system that you can tweak to capture specifics that is hard to grasp when you are listening to a call. **What problems is CallMiner Eureka solving and how is that benefiting you?** The problem I am solving with CallMiner is the dismisal of my Call verification team and letting a system do a job 20 agent used to do. ### 36. Call Miner Benefits **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Oil & Energy | Small-Business (50 or fewer emp.) **Reviewed Date:** October 19, 2021 **What do you like best about CallMiner Eureka?** Call Miner has made a significant impact on our company by capturing the areas of opportunity that needed immediate attention. We have created syntax that best fits our business needs to be able to provide coaching when needed. **What do you dislike about CallMiner Eureka?** It has been challenging detecting early hang-ups to score our calls correctly. **Recommendations to others considering CallMiner Eureka:** Take good notes and ask a lot of questions. **What problems is CallMiner Eureka solving and how is that benefiting you?** The benefits we have found are that with CM all calls are scored according to the syntax we have created. ### 37. Very user friendly interface and they keep updating their product. **Rating:** 4.5/5.0 stars **Reviewed by:** faisal s. | Sr Speech Analyst, Mid-Market (51-1000 emp.) **Reviewed Date:** October 19, 2021 **What do you like best about CallMiner Eureka?** Semantic building block and the new feature that they have come with (Realtime Alert) **What do you dislike about CallMiner Eureka?** Even though Call miner has the best speech-to-text conversion, however, it will be great if it gets improved more. **What problems is CallMiner Eureka solving and how is that benefiting you?** Chat/Call Drivers. Customer sentiments. Compliance ### 38. Innovation for Business Success **Rating:** 5.0/5.0 stars **Reviewed by:** Samir D. | Associate Consultant, Enterprise (> 1000 emp.) **Reviewed Date:** October 19, 2021 **What do you like best about CallMiner Eureka?** The simplicity of navigating across all tabs/functions. The AI used to minimize manual efforts are to name a few. **What do you dislike about CallMiner Eureka?** More categories/syntax/scores to deep dive and analyze further **What problems is CallMiner Eureka solving and how is that benefiting you?** Increase sales/NPS/CSAT and recommend clients ways to improve business ### 39. Game Changer for Mining Consumer Insights **Rating:** 5.0/5.0 stars **Reviewed by:** Stacy D. | SVP/GM, Quantitative Insights, Enterprise (> 1000 emp.) **Reviewed Date:** November 17, 2020 **What do you like best about CallMiner Eureka?** We use CallMiner in many ways including replicating many QA scores, and evaluating agent efficiency and effectiveness, but as a consumer researcher, the most exciting thing for me is the ability to mine insights from language based on 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. **What do you dislike about CallMiner Eureka?** 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. CallMiner is continually making improvements though. **Recommendations to others considering CallMiner Eureka:** CallMiner can be a gamechanger for your business, but you need a roadmap and dedicated resources or you will be drinking out of a fire hydrant. **What problems is CallMiner Eureka solving and how is that benefiting you?** 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 by 30 - 50%. We've improved our coaching on the floor. We've provided insights back to our end clients that reach far beyond the contact center. ### 40. CallMiner Eureka review **Rating:** 4.0/5.0 stars **Reviewed by:** Sushant K N. | Manager - Speech Analytics, Enterprise (> 1000 emp.) **Reviewed Date:** August 27, 2020 **What do you like best about CallMiner Eureka?** Ease of category development platform compare to another speech analytics platform in the market. Also other functionalities like work clouds, speaker separation, illuminate features are added bonus. **What do you dislike about CallMiner Eureka?** Transcripts accuracy is low and it makes category development little difficult specially to achieve the accuracy and recall of categories. Also the in-build reporting option is not available currently in CallMiner which is a must considering other available products in the market. **Recommendations to others considering CallMiner Eureka:** CallMiner is one of the market leader is providing Speech & Text Analytics solution. With CallMiner you get to know the call insights you have never seen before or did not have any exposure. You can automate Quality audits on 100% call volume not just few sample like in typical Quality function. Apart from that you can have many other business and insights easily done with CallMiner like repeat call analysis, transfer analysis, churn analysis etc. This one the next age technology which is a must for contact center. **What problems is CallMiner Eureka solving and how is that benefiting you?** 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. Apart from that it has also automated the feedback giving and tracking work by the operations supervisor and Quality teams through CallMiner Eureka Coach functionality. We have done lot of another analysis like repeat, transfer, cancellation etc. **Official Response from Kate Davis:** > 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. ### 41. New to Utilizing CallMiner **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Small-Business (50 or fewer emp.) **Reviewed Date:** October 19, 2021 **What do you like best about CallMiner Eureka?** CallMiner Eureka makes it easy to gather and analyze large groups of our content. I love that I can go into CallMiner Eureka and automatically start digesting the types of interactions our Members are having with our Agents. **What do you dislike about CallMiner Eureka?** The loading time for searching built categories holds up my production time. **What problems is CallMiner Eureka solving and how is that benefiting you?** Anything from our Agents average handle time decreasing, to evaluating our Member Experience. ### 42. Innovative Product that's helped in this fast changing environment! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** October 19, 2021 **What do you like best about CallMiner Eureka?** The reporting that we can pull using the system to drill down on a specific subject. **What do you dislike about CallMiner Eureka?** The time it takes to test the language and not enough templates to assist with building the syntax. **What problems is CallMiner Eureka solving and how is that benefiting you?** We were able to lower the percent of silence with the tool as well as determine the First Call Resolution. By doing this we had a good ROI. ### 43. Finicky and unreliable **Rating:** 0.0/5.0 stars **Reviewed by:** Verified User in Research | Small-Business (50 or fewer emp.) **Reviewed Date:** October 20, 2021 **What do you like best about CallMiner Eureka?** It is easier to use than reviewing thousands of tickets by hand. **What do you dislike about CallMiner Eureka?** The transcription is of poor quality, and the boolean operators are finicky and do not work as they should. It's unfortunate because when you're dealing with a large volume of calls, advanced boolean searches are integral to workflow. **What problems is CallMiner Eureka solving and how is that benefiting you?** We're using CallMiner Eureka to search audio calls using keywords. ### 44. Easy to learn and use **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Marketing and Advertising | Mid-Market (51-1000 emp.) **Reviewed Date:** October 20, 2021 **What do you like best about CallMiner Eureka?** It makes searching via syntax is so easy to do. **What do you dislike about CallMiner Eureka?** It makes going back to a manual QA process unfathomable. **Recommendations to others considering CallMiner Eureka:** CallMiner Eureka is a great resource, once you've familiarized yourself with it **What problems is CallMiner Eureka solving and how is that benefiting you?** I use CallMiner for writing syntax, call searching, agent monitoring and tracking. Those processes are so simple with the software. ### 45. Great Benefits **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Oil & Energy | Small-Business (50 or fewer emp.) **Reviewed Date:** October 19, 2021 **What do you like best about CallMiner Eureka?** Discover & Build. Creating syntax for specific agent's needs. **What do you dislike about CallMiner Eureka?** CallMiner does not detect Early Hang Up and Mexican American accents. **Recommendations to others considering CallMiner Eureka:** Ask questions on setting up according to your business. **What problems is CallMiner Eureka solving and how is that benefiting you?** We can score agents' calls according to the proper procedures we have in place. ### 46. CallMiner is sick! **Rating:** 5.0/5.0 stars **Reviewed by:** Andrew M. | Project Manager & Marketing Director, Mid-Market (51-1000 emp.) **Reviewed Date:** October 19, 2021 **What do you like best about CallMiner Eureka?** CallMiner is super cool and helps so much in the call center world. Thanks so much! **What do you dislike about CallMiner Eureka?** it is pricey, and the setup is very time-consuming, but is worth it. **What problems is CallMiner Eureka solving and how is that benefiting you?** We are able to run reports and detect things agents shouldnt be saying automatically! ### 47. Fast and efficient results **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Retail | Mid-Market (51-1000 emp.) **Reviewed Date:** October 19, 2021 **What do you like best about CallMiner Eureka?** Search is easy and user friendly. Exporting and analysis of results is helpful. **What do you dislike about CallMiner Eureka?** Catagory and syntax updates are at times slow to complete. **What problems is CallMiner Eureka solving and how is that benefiting you?** Trend analysis and agent behaviors are our current focus. We use category and search daily to achieve desired results. ### 48. CallMiner - Insights customized for your business **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Retail | Enterprise (> 1000 emp.) **Reviewed Date:** October 20, 2021 **What do you like best about CallMiner Eureka?** How easy to customize the syntax is, how quickly we can generate a report based on keywords, the level of detail we can search upon. **What do you dislike about CallMiner Eureka?** Managing Heirarchies in a multi-client environment **What problems is CallMiner Eureka solving and how is that benefiting you?** Reducing evaluator effort, providing fast insights to clients and internally. ### 49. CallMiner Review **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** October 20, 2021 **What do you like best about CallMiner Eureka?** Callminer automatically transcribes the calls and then updates the scores based on the information you have set up! **What do you dislike about CallMiner Eureka?** If callminer provided email notifications to our agents when insights are assigned to them we would see more personal accountability and more utilization of the software overall. **What problems is CallMiner Eureka solving and how is that benefiting you?** For the first time we have some callminer initiatives of things we would like to achieve internally and CallMiner is going to help us achieve them. ### 50. Call Quality Matters **Rating:** 5.0/5.0 stars **Reviewed by:** Scott G. | Sr. Applications Project Specialist Team Lead, Enterprise (> 1000 emp.) **Reviewed Date:** February 22, 2021 **What do you like best about CallMiner Eureka?** Eureka is custom tailored to our business so that post call analytics reflect the metrics we are interested in tracking for review and QA **What do you dislike about CallMiner Eureka?** There is nothing I dislike about Eureka at this time. Any time that has even cropped up the response and attention from Call Miner to resolve the issue is immediate and effective. THIS is why we use Call Miner Eureka, it does not stop with just the sale **Recommendations to others considering CallMiner Eureka:** The technical team for Call Miner is amazing!! Sales folks are really good (as far as sales folks go) Unless you take the time to identify your company needs and then allow Call Miner team the opportunity to show you the solution you've not done due diligence. Each business is unique and requires a solution to match. I believe that Call Miner is the best solution provider for Speech Analytics **What problems is CallMiner Eureka solving and how is that benefiting you?** Call Miner Eureka solves the need to have a staff large enough to review 20k calls per week. Eureka front ends everything and QA reps can focus on the calls that Eureka has identified for review. The metrics are gathered and reported on which allows Supervisors to review employees, QA to review the customer service side and so forth. ## 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=3§ion=pricing&secure%5Bexpires_at%5D=2026-07-23+05%3A30%3A09+-0500&secure%5Bsession_id%5D=320b1887-d7d1-4595-88f7-9075a4cc7e96&secure%5Btoken%5D=c171475b33cb13d10304e57bb7a5174e3d995aec885e2a61c5f0e3324d2dd5c4&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 (227 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)