--- 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. Using CallMiner Eureka has helped us improve agent performance and focus on KPIs like talk time etc **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Broadcast Media | Small-Business (50 or fewer emp.) **Reviewed Date:** October 19, 2021 **What do you like best about CallMiner Eureka?** Disclosure compliance, agent pitche scores **What do you dislike about CallMiner Eureka?** Not anything I can recall, probably having to deal with ingestion issues **What problems is CallMiner Eureka solving and how is that benefiting you?** Agent outlier managment, capturing calls that cause an escalation, monitor repeat contacts etc ### 2. Best Interaction Analytics Software **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Telecommunications | Enterprise (> 1000 emp.) **Reviewed Date:** December 09, 2021 **What do you like best about CallMiner Eureka?** The simplicity of accessing and implementing the software. Deployment is also great. With little training, one can be an expert. **What do you dislike about CallMiner Eureka?** Nothing ass such. Have been using for past 3 years. **What problems is CallMiner Eureka solving and how is that benefiting you?** Business issues for contact centres. ### 3. Brand new here **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Telecommunications | Enterprise (> 1000 emp.) **Reviewed Date:** October 19, 2021 **What do you like best about CallMiner Eureka?** The engagement from our support contacts **What do you dislike about CallMiner Eureka?** I have no insight for improvements at this time as I haven't started working with CallMiner directly yet. Once we are up and running, I will be able to provide more insight. **What problems is CallMiner Eureka solving and how is that benefiting you?** Once our account is activated, we intend to use CallMiner to assist us in improving customer experience throughout our Service Delivery team. ### 4. CM Review **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** October 20, 2021 **What do you like best about CallMiner Eureka?** Speech to text conversion, api connection **What do you dislike about CallMiner Eureka?** latency on navigating on the site, no source id separation **What problems is CallMiner Eureka solving and how is that benefiting you?** Automating scores extraction and scores upload ### 5. CallMiner Team and Community are there for your success! **Rating:** 4.0/5.0 stars **Reviewed by:** Natasha P. | Mid-Market (51-1000 emp.) **Reviewed Date:** November 17, 2020 **What do you like best about CallMiner Eureka?** I was recently asked to step into a CallMiner analysis role in my organization. And at first it was rather intimidating, but with help from Dan my CSM I gained the confidence to provide the value expected of this new role. He was first of all relatable and personable, that may seem like a common-sense practice that does not need to be celebrated but I was really blown away level of comfort talking to people of all skill levels. More then just the one on one meetings with my CSM, the regular additional learning and webinar provide use cases of people in the same boat as you and what they have found worked for them as a starting ground for you to try. **What do you dislike about CallMiner Eureka?** My struggles with CallMiner were specific to the way that I was coming into a system that was built probably un-optimally and needing to clean it up and get it to a more efficient well oiled machine. And I wish that the OOB categories could not be modified or enabled so that they stay perfect, and to enable you have to make a copy to modify and enable for your use. **Recommendations to others considering CallMiner Eureka:** Cannot stress enough do not modify or enabled OOB categories, make a copy to modify and enable so that you can keep the OOB pristine. **What problems is CallMiner Eureka solving and how is that benefiting you?** I am still kinda on this road with my CSM so I can't really give any specific examples because I don't have enough in the rear-view to realize. But I am confident of the road ahead looks promising. ### 6. Call Miner: Customizable with AI and ML capabiliities. **Rating:** 4.5/5.0 stars **Reviewed by:** Jonathan V. | Editor in Chief, Small-Business (50 or fewer emp.) **Reviewed Date:** November 17, 2020 **What do you like best about CallMiner Eureka?** Call Miner is flexible enough to do custom categorizations as well as basic ones. Machine Learning and Artificial Intelligence help out in guiding and assisting in the analysis. Features such as Illuminate also opens up the category building to discover more to the interactions than previously done. The flexibility that Call Miner allows gives me the ability to build and search call categories that sometimes can be impossible by doing it manually. Other tools such as Topic Miner also helps in discovering more insights on the interactions as well. **What do you dislike about CallMiner Eureka?** Selecting search data to download can be tedious. There is a limit so multiple downloads sometimes is necessary. There is a subscription feature but there are times when the categories grow and instead of updating the subscription, we have to redo it all over again. **What problems is CallMiner Eureka solving and how is that benefiting you?** We look at issues that our accounts encounter such as solving for high handling times or validating if agents are following the correct procedure. With Call Miner, we can do this with all the interactions and not just by doing manual random checks. With the customability and the flexibility that Call Miner offers, the results discovered are deeper and more insightful. **Official Response from Kate Davis:** > Thank you for the review Jonathan. Love that you are seeing value with Illuminate, it's really a powerful tool. For the data export, check with your Customer Success Director to see if there might be an easier way to update the subscriptions or check out the API Cookbook for some potential use. ### 7. Best speech analytics tool have ever seen **Rating:** 5.0/5.0 stars **Reviewed by:** Kelly S. | Director Operations Support, Mid-Market (51-1000 emp.) **Reviewed Date:** November 17, 2020 **What do you like best about CallMiner Eureka?** I have used Eureka for many years and have seen a good number of other speech analytics tools on the market. CallMiner has designed Eureka based on the feedback from their users. The system is extremely intuitive and all the features of the product have come from input from the users over the years. This ease of use helps significantly with onboarding of new users, and opens up the hiring process because you don't need a computer engineering background to understand the system. Unlike some of the other speech analytics systems on the market, CallMiner allows users to make changes to their functionality without opening up tickets and waiting months/years for the changes to happen. Finally, it wouldn't be a proper review if I didn't discuss the user support. Have continuously experience top notch service from our Customer Success Director as well as the CallMiner Help Desk. Tickets are easily logged and we responses rate are very fast. We meet regularly with Customer Success Director, and are very well taken care of. **What do you dislike about CallMiner Eureka?** There isn't anything I dislike about CallMiner. I have always felt that we have a great partnership and are well taken care of, regardless of the size of the company. **What problems is CallMiner Eureka solving and how is that benefiting you?** CallMiner has allowed us the ability to move into fully automated scoring, predictive analytics and best practices for identifying regulatory/compliance and customer service opportunities. **Official Response from Kate Davis:** > Thank you for the review Kelly, we're happy to have had you as a customer and super user for so long! Looking forward to continuing the partnership. ### 8. Off to a good start! **Rating:** 4.5/5.0 stars **Reviewed by:** Ashley L. | Enterprise (> 1000 emp.) **Reviewed Date:** November 17, 2020 **What do you like best about CallMiner Eureka?** We are new to CallMiner and the process so far has been really smooth! The training has been good and our BA is very quick to jump in whenever we need it! We have already made some good progress working with CallMiner and can't wait to see what else we can do. We did not work with speech analytics previously, so being trained from the ground up has been a huge undertaking but we have had help every step of the way from CallMiner. In about a month we have made a lot of progress building the scorecard and also getting more confident with what we are doing. We could not have done this without the constant support from the team. **What do you dislike about CallMiner Eureka?** The system tends to start running slow around 2pm EST. We can still work in it but progress is slower. This has been a little limiting to what we are able to build in our afternoons. It is slow loading and sometimes it does not save. We are still new to the software so this is the main thing we have noticed. **Recommendations to others considering CallMiner Eureka:** Speak to someone from CallMiner and bring what you want to target within your organization. They can give you an idea of what will go into it and walk you through what the process will look like for you. The software has a lot of capabilities and does so many things that can help your organization. We are new to speech analytics and previously did everything manually. CallMiner has been with us as we are learning what we are doing. The transition has been easy. We do not have a call center but even in an office setting, we have found this to be very useful. We are an office setting with a big focus on client experience and this has helped us automate our process, which in turn has given us time and man power to focus on other elements of the experience we are delivering. We have also had a lot of positive response from Team Members so far as taking the human element out of scoring means they will have calls scored by the same standard every time. **What problems is CallMiner Eureka solving and how is that benefiting you?** We are able to back what we tell our Team Members with data. We can find what causes frustration with our clients and help address and correct it. We can use this to set our clients and agents up for a better experience. Because it is automated we are now able to not only score more calls but also focus on other areas. We have time to look into things off of our scorecard that impacts the experience we deliver. **Official Response from Kate Davis:** > Thank you Ashley for taking the time to share your experience with CallMiner so far. Sounds like you are off to an excellent start and we look forward to seeing great things from your team. ### 9. Review of CallMiner **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Health, Wellness and Fitness | Enterprise (> 1000 emp.) **Reviewed Date:** October 20, 2021 **What do you like best about CallMiner Eureka?** The OmniChannel collection of data for analysis by our internal teams to help gain new insights. **What do you dislike about CallMiner Eureka?** The AI does not always capture the data that we are looking to analyze for our business. **What problems is CallMiner Eureka solving and how is that benefiting you?** We are using it to help capture data from various locations to help better understand possible new data points for the business. ### 10. Add more IDs for calls **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Telecommunications | Enterprise (> 1000 emp.) **Reviewed Date:** October 19, 2021 **What do you like best about CallMiner Eureka?** The transcript and scoring system. But the best is the dashboard tool **What do you dislike about CallMiner Eureka?** With the API, the metadata don't allow to match data with external sources. For example with 22% of the calls it's necesarry to match with external Repeats data **What problems is CallMiner Eureka solving and how is that benefiting you?** 72hr Repeat. Identification of behaviors that are associated with a higher repeat rate ### 11. CallMiner Eureka Changed Our Business Outcomes! **Rating:** 5.0/5.0 stars **Reviewed by:** Marvie W. | VP of Learning and Development, Enterprise (> 1000 emp.) **Reviewed Date:** June 30, 2020 **What do you like best about CallMiner Eureka?** What I like best about CallMiner Eureka is consistency, insight, and trend visibility that I have gained into my business everyday. The system took the guess work and the hours of research out of my questions, "Why" that we often ask everyday. Now I can run reports and understand clearly the "Whys" behind my business actions. **What do you dislike about CallMiner Eureka?** I have not found any items in the area as of yet. **Recommendations to others considering CallMiner Eureka:** If you are worrying about cost, the system over time pays for itself. The return on this investment is priceless! **What problems is CallMiner Eureka solving and how is that benefiting you?** We use the tool to monitor and increase sales. We also utilize the tool to monitor adherence to coaching and areas of opportunities for training. We use it for compliance to ensure we are following guidelines to regulations and requirements. **Official Response from Kate Davis:** > Thank you for your review Marvie, we love that CallMiner has become integral to your business! ### 12. Experience was decent. **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Banking | Small-Business (50 or fewer emp.) **Reviewed Date:** March 02, 2020 **What do you like best about CallMiner Eureka?** I like being able to easily search for phrases and track what customers are saying about specific topics. Also, it is easy to pull reports out of Analyze and the dashboard is very user friendly. Callminer has lots of good resources on their site for learning things on your own if CSD is unavailable. **What do you dislike about CallMiner Eureka?** You have to pull transcripts one by one, and the transcripts are jumbled up and hard to read, Also, wish the reports you can pull showed more of the transcripts on them, with the hits searched for. Would've like to have longer training for coach. **What problems is CallMiner Eureka solving and how is that benefiting you?** We are still figuring out a few things. One of them is grading when agents verify customers, which is a must. It doesn't always grade it accurately, but is getting better and is an ongoing process. ### 13. Great information and actionable insights **Rating:** 5.0/5.0 stars **Reviewed by:** Brittany D. | Mid-Market (51-1000 emp.) **Reviewed Date:** November 17, 2020 **What do you like best about CallMiner Eureka?** The ability to self-coach is invaluable in a call center environment. The coach platform can allow both associates and managers quickly assess issues or training gaps quickly with valuable examples. **What do you dislike about CallMiner Eureka?** I don't have any downsides currently to share about CallMiner. **Recommendations to others considering CallMiner Eureka:** This is a great tool to invest in and you will see the value with your first search. I would highly recommend this product to anyone with customer contact because you will be surprised what you can find out about customer satisfaction and loyalty by analyzing what is said to your associates. **What problems is CallMiner Eureka solving and how is that benefiting you?** We have been able to use it to ensure all highly compliant areas of conversation are viewed and flagged if intervention is needed. This has helped us to ensure accounts which weren't handled correctly, get corrected to prevent future errors or poor customer experience. **Official Response from Kate Davis:** > Thank you Brittany for the review. Great to hear you all are getting so much out of Coach to keep the continuous improvement cycle going. ### 14. Best tool for speech/interaction analytics **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Telecommunications | Enterprise (> 1000 emp.) **Reviewed Date:** October 19, 2021 **What do you like best about CallMiner Eureka?** Have a lot of operators to help create accurate syntax unlike most tools available **What do you dislike about CallMiner Eureka?** Transcription for speakers with heavy accents tend to be inaccurate **What problems is CallMiner Eureka solving and how is that benefiting you?** We're able to analyze more calls compared to manual evaluation which saves time and effort for end user ### 15. CallMiner Eureka **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Leisure, Travel & Tourism | Mid-Market (51-1000 emp.) **Reviewed Date:** May 21, 2021 **What do you like best about CallMiner Eureka?** CallMiner allows our company to view consistency across customer interactions, assign quality scores at a higher rate than manual interaction, and review overall customer sentiment. The Eureka product is easy to navigate, allows for drill down across multiple categories, is easily customizable to any business need, and allows for creative concept to design thinking. **What do you dislike about CallMiner Eureka?** Reporting capabilities are limited and formatted reporting could be better. **What problems is CallMiner Eureka solving and how is that benefiting you?** Call drivers, customer and account level sentiment and effort, and NPS scoring. ### 16. Great company with great employees **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Insurance | Enterprise (> 1000 emp.) **Reviewed Date:** February 19, 2019 **What do you like best about CallMiner Eureka?** The community of Callminer is amazing and the tool is extremely easy to use **What do you dislike about CallMiner Eureka?** There are some limitations that CM hasn't reached that other speech analytics tools provide. Reporting is the big piece. **Recommendations to others considering CallMiner Eureka:** I know you guys are working on reporting aspect but there are a lot of great ideas in the Product Ideas areas that I think you should push harder to implement. I think the community is one of the best things about this company because they are throwing out amazing ideas that extend across to every CM customer. **What problems is CallMiner Eureka solving and how is that benefiting you?** Pretty much anything I can. If there is a metric that I can find out with CM about our call center, I'm pushing it out there! **Official Response from Rachael Royds:** > Thank you for your review. Great to see you use our Engagement Optimization user community! In terms of reporting, you should check out latest product launch Visualize, powered by Tableau, that should be able to solve the reporting issues. Check it out https://callminer.com/products/visualize/ ### 17. Quick analysis to get more insights **Rating:** 4.5/5.0 stars **Reviewed by:** Mahavir V. | Mid-Market (51-1000 emp.) **Reviewed Date:** July 07, 2020 **What do you like best about CallMiner Eureka?** CallMiner helps to do a quick analysis, which can be really helpful in improving the process/organization. We can easily use Dashboard and look at the trends whether we are looking for Contact counts, Categories hit, Percent silence trend, etc. We can also use Score Builder to automate the scoring. The left pane from "Search" helps a lot and we can also export all the summary data. The Agent Explorer gives the entire picture how the organization is performing and according necessary steps can be taken. The best part, I can be proud and loud about is the easiest way of creating syntax. The entire search syntax modules are so easy to learn that nobody needs to have programming background. Anyone can easily learn this language and work on it quickly. And we can also approach CallMiner team whenever we are in need of any help. **What do you dislike about CallMiner Eureka?** 1. We do not have an option to use two criteria or filters in a Dashboard. 2. Whenever we have to hear calls on CallMiner site, the audio player which we use it is quite helpful, however the time when we wish increase the speed of the call, we use "Increment playback rate" option to increase the speed and when we use it. It doubles up the speed from 1x to 2x. So just a suggestion, can we have an option to increase the speed, the option such as 1.25x, 1.50x and 1.75x. This will be really helpful. Thanks in advance. **Recommendations to others considering CallMiner Eureka:** We can also have the option of exporting the raw data in Binary format as it seems CSV and Excel format takes a long time to give the exported result. **What problems is CallMiner Eureka solving and how is that benefiting you?** It takes a long time to export the raw data, so I have started using subscription method and it helps a lot. **Official Response from Kate Davis:** > Thank you for taking the time for a review Mahavir. Sounds like you are having great success at identifying key areas of improvement and action. For the audio player, your request is in our feedback queue for review with the product management team. It has been implemented in Eureka Coach for agent coaching sessions so hopefully will be incorporated to Analyze as well. ### 18. Analyzing large volumes of calls at once helps enhance our analytics **Rating:** 4.5/5.0 stars **Reviewed by:** Mandy R. | Small-Business (50 or fewer emp.) **Reviewed Date:** November 17, 2020 **What do you like best about CallMiner Eureka?** I can prove definitively what is happening in our call center vs guessing and just hearing it from the reps. **What do you dislike about CallMiner Eureka?** Our calls aren't live monitored. It would be amazing if we could have live monitoring to review the issues as they are happening rather than the next day. **Recommendations to others considering CallMiner Eureka:** CallMiner has the most innovative products out there in the speech analytical world. It is worth it to go with CallMiner because they are always thinking of something new before you even know you need it. I loved this in the collections industry because it is so scripted and highly regulated and you can build categories and scores to identify if there is a risk and fix it quickly before a lawsuit comes through. In my current world we are not scripted but my contact at CallMiner has helped me find ways to work around the wording and find great value. **What problems is CallMiner Eureka solving and how is that benefiting you?** We are utilizing silence and AHT to identify pain points in our processes where our reps keep members on hold for too long. We have also used this program to identify call avoidance during our Call Back procedure. ### 19. Quick analysis throught Dashboard **Rating:** 4.5/5.0 stars **Reviewed by:** Mahesh P. | Reporting Analyst , Mid-Market (51-1000 emp.) **Reviewed Date:** September 01, 2020 **What do you like best about CallMiner Eureka?** The best thing which I like in a CallMiner site that is Dashboard tab because it gives an option at add multiple things such as Score tile, Score trend, Score Comparison, Contact Count Trend, Measure Trend, Measure Comparison, Measure Tile and Percent Analysis. This feature quickly help us to look and analyze the data and we can also build a dashboard as per the requirement . **What do you dislike about CallMiner Eureka?** The only thing which I do not like about dashboard is we do not have the option to use two different filters while creating a graph. **Recommendations to others considering CallMiner Eureka:** It would be great if we can have the option of exporting the raw data in Binary format and would be an added advantage if we can export the data mote than 1,00,000. **What problems is CallMiner Eureka solving and how is that benefiting you?** It takes a long time to export the raw data, so I have started using subscription method and it helps a lot. **Official Response from Kate Davis:** > Thanks Mahesh for your feedback on the Analyze Dashboard, it's a great tool to get a overall view of what's going on in your contact center. Be sure to submit your data export request to the Engagement Optimization Idea Board for our product team to consider your request. Glad the subscription has been useful! ### 20. Illuminated **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Telecommunications | Small-Business (50 or fewer emp.) **Reviewed Date:** November 17, 2020 **What do you like best about CallMiner Eureka?** I like all the insight I'm able to gather from listening to 100% of our contact center interactions. We've been using the tool for less than 6 months and have gathered so much information on Churn. I'm excited to see what we learn about the business a year from now. **What do you dislike about CallMiner Eureka?** Building categories is a long process and understanding that it will not be 100% accurate. **Recommendations to others considering CallMiner Eureka:** Set realistic timeline for use cases and projects. Test and validate everything you build before rolling it out. **What problems is CallMiner Eureka solving and how is that benefiting you?** With using Eureka we were able to find out our major call drivers when it comes to churn (why our customers are leaving). Now we are in the process of tackling each driver to help reduce churn and increase ROI. **Official Response from Kate Davis:** > Thank you for taking the time to leave a review. Great to see what you have accomplished so far and looking forward to seeing what else your program will accomplish in the next six months and beyond. ### 21. Important tool for managing a call center experience **Rating:** 5.0/5.0 stars **Reviewed by:** Andy C. | Enterprise (> 1000 emp.) **Reviewed Date:** June 30, 2020 **What do you like best about CallMiner Eureka?** The tool is relatively easy to set up and get insights despite the complexity of what it is doing. We are able to gain insights that would be nearly impossible following a tradition QA process. Call Miner as been a good partner with us, helping us to define our needs and opportunities. They have done really well at working with us on a roadmap to realize greater benefits from the system. The tool comes with good models/maps out of the box but we were able to customize to our unique call types. We were not constrained to typical call center metrics. **What do you dislike about CallMiner Eureka?** The accuracy of the transcription could be higher. Inaccurate transcriptions impacts acceptance and adoption even though the scoring is accurate based on averages. We sometimes get "false positives" but they are reasonable. I wish that it had sentiment based on voice/tone analytics rather than just relying on transcribed text. **Recommendations to others considering CallMiner Eureka:** Implement it! You will discover things about your call center that were hidden from you and will find new ways to use it. **What problems is CallMiner Eureka solving and how is that benefiting you?** Our call center relies heavily on expressing empathy. We learned our empathy was low and we implemented strategic training programs. We track complex measures like Engagement as well as more tactical measures. We have also identified some problems with background noise coming through on calls which were took measures to address. The other big benefit is that it has helped to inform our management strategy around our team coaches. Lastly, we are able to easily research complaint calls and take quick action. The agents, for the most part, like the rapid performance feedback. **Official Response from Kate Davis:** > Thank you Andy for taking the time to write a review. If you haven't already, be sure to try out the Illuminate feature in Search to quickly discover aliases and reduce false positives as you build out your searches and categories for your scores. ### 22. The Callminer Eureka platform has allowed our company to truly hear the voice of the customer. **Rating:** 5.0/5.0 stars **Reviewed by:** Myles M. | Enterprise (> 1000 emp.) **Reviewed Date:** November 18, 2020 **What do you like best about CallMiner Eureka?** The best thing about Callminer is being able to analyze all the calls from our company in real-time versus a random set of hand-picked calls. **What do you dislike about CallMiner Eureka?** The abilities far outweigh the limitations. If I had to be super picky about Callminer and it's capabilities I would have to harp on the ability to manage large amounts of calls with exporting. **What problems is CallMiner Eureka solving and how is that benefiting you?** Callminer has helped with our regulatory needs, automated scorecards, and has helped with identifying risk and training opportunities. **Official Response from Kate Davis:** > Thank you Myles for taking the time to submit a review. We're very proud to help further your VoC analysis to improve your business. ### 23. Quick and easy usage of Search interface **Rating:** 4.5/5.0 stars **Reviewed by:** Nilam U. | Mid-Market (51-1000 emp.) **Reviewed Date:** September 07, 2020 **What do you like best about CallMiner Eureka?** The best thing which I like about search interface that is we can easily look and search for a particular word or phrases. We can also look for the contacts in a date range as per requirement. The added advantage we have in the search interface that is left pane, with the help of this left pane we can choose multiple filters such as Attributes, Categories, Scores, Measures, Speaker, Tag and Advance Filter. With the help of these filters we can fine tune the results as per the business requirements. **What do you dislike about CallMiner Eureka?** Sometime the update summary functionality doesn’t work properly for an example normally we expect the data should get automatically refreshed or updated if it is checked or ticked however I came to a scenario wherein it was unchecked then too it was getting automatically refreshed. It would be great if you guys could help me on this. Slow processing while loading data and also while loading scores it takes a lot time. **Recommendations to others considering CallMiner Eureka:** The only recommendation which I have that is it takes a lot time to search any data and nowadays whenever I try to load a score it just keeps on loading. If this two issues will get fixed then it would be more fun using CallMiner. **What problems is CallMiner Eureka solving and how is that benefiting you?** So far I did not come across with any problem on which I can work on. In fact the journey which I am having with this tool it is great. **Official Response from Kate Davis:** > Thank you Nilam for your feedback on how easy the search interface is to use - Illuminate has made it really simple to create searches with context. I've reached out to your Customer Success rep to check on the blips you're encountering on data loading, something may be missing on the score that is causing it to continually "think." ### 24. Streamlining call QA and call data mining **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Higher Education | Mid-Market (51-1000 emp.) **Reviewed Date:** March 02, 2020 **What do you like best about CallMiner Eureka?** CallMiner allows for more call review than staffing alone can provide. **What do you dislike about CallMiner Eureka?** Speech recognition is not faultless and can be difficult to decipher at times. **Recommendations to others considering CallMiner Eureka:** Set up is not a breeze, but their staff is there/here to support you and assist with getting you up to speed. **What problems is CallMiner Eureka solving and how is that benefiting you?** Ability to review far more calls than ever before and utilize the platform to mine for keywords as triggers for further investigation. ### 25. Beyond Measure **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** February 12, 2021 **What do you like best about CallMiner Eureka?** The ease of use for programming and the ability to pull multiple calls from long durations in just a few seconds. **What do you dislike about CallMiner Eureka?** The biggest downside to using the Call Miner product is the price. However, you get what you pay for! **What problems is CallMiner Eureka solving and how is that benefiting you?** We have found many ROI's for Call Miner that include things such as assistance with Compliance/FDCPA violations and more...... ### 26. Speech analyst **Rating:** 5.0/5.0 stars **Reviewed by:** Jose M. | Speech Analyst, Enterprise (> 1000 emp.) **Reviewed Date:** March 02, 2020 **What do you like best about CallMiner Eureka?** Easy of use. Out of box categories are great starting points. Training from BA after getting the product is great. **What do you dislike about CallMiner Eureka?** Unable to have a length of time for las 60 days, 90 days , 120 days, and last 12 months. I would like to see the following changes: When exporting it should have the name of the category as an option. When using a subscription it should allow us to specify the name of the category. **Recommendations to others considering CallMiner Eureka:** Give it a try. You are able to get tests done with a sample if your own data. Easy to use and integrate. Their support team is amazing. You are never alone in a time of need. They also have a community setup where you can get help from other speech analysts that use call miner around the world. **What problems is CallMiner Eureka solving and how is that benefiting you?** Silence, productivity, reduction of escalated calls, increase of FCR and CX. Trend analysis, call routing, customer journey, reduce operating cost ### 27. CallMiner Makes Insights and Scoring Easier **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Health, Wellness and Fitness | Small-Business (50 or fewer emp.) **Reviewed Date:** November 17, 2020 **What do you like best about CallMiner Eureka?** I really appreciate transcripts for quick review of call content and finding the point(s) in a call I want to zero in on. I also love how customizable the tool is. **What do you dislike about CallMiner Eureka?** I wish some of the parts of the product were more intuitive. You really have to ensure you seek out knowledge to make sure you're using the tool efficiently and effectively. **What problems is CallMiner Eureka solving and how is that benefiting you?** CallMiner saves time by helping you locate groups of contacts via customer categories and metrics so you can drill deeper with an understanding that the contacts are related to your research query. **Official Response from Kate Davis:** > Thank you for your review, glad to hear you enjoy the flexibility of our customizations. If you haven't checked them out already, the Eureka Academy webinars are posted on Engagement Optimization for on-demand viewing and are helpful in providing more knowledge on different use cases and best practices. ### 28. CallMiner Provides Insight in the Virtual World! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Consumer Services | Enterprise (> 1000 emp.) **Reviewed Date:** February 16, 2021 **What do you like best about CallMiner Eureka?** Every call every day is the best part. It's like being side jacked with every agent each day to gain insight on the customers experience. You can manage improvement areas, measurable actions, estimate improvement increments, and much more. **What do you dislike about CallMiner Eureka?** Haven't found anything I dislike so far. The system is over delivering my expectations for speech analytics. **What problems is CallMiner Eureka solving and how is that benefiting you?** We are solving the challenges of consistent experience on the phones with every customer. We are able to measure improvement through actionable coaching on identified areas of our business. ### 29. This product has made my job so much more useful! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Consumer Services | Small-Business (50 or fewer emp.) **Reviewed Date:** November 17, 2020 **What do you like best about CallMiner Eureka?** I love the automation - I can set up reports and subscriptions and send them to whomever they need to go to. This is so much more efficient than doing everything manually. **What do you dislike about CallMiner Eureka?** I don't have any dislikes at this point. **Recommendations to others considering CallMiner Eureka:** Attend the webinars and get as much info as you can! **What problems is CallMiner Eureka solving and how is that benefiting you?** We have been able to provide Business Intelligence to our customers. We have also been able to improve employee effectiveness throughout many call centers. **Official Response from Kate Davis:** > Thank you for your review, so glad we are helping to you to be more efficient at your role. ### 30. One of the best Speech Analytics platforms that I have worked on **Rating:** 4.5/5.0 stars **Reviewed by:** Jitin R. | Assistant Manager/ Senior Business Analyst - Interaction Analytics , Enterprise (> 1000 emp.) **Reviewed Date:** June 17, 2020 **What do you like best about CallMiner Eureka?** The User interface has been made very user friendly every little feature every small detail has been planned meticulously , the different components within a category function makes the life so easy and helps create more structured queries and avoids the need to create multiple queries. The Search QA function helps reduce the need to do manual spot checks and helps gain additional context around the phrases of your category without doing a whole lot of call listening. The ROI calculators available on EO they are pretty nifty The recent update which gives the user the ability to specify the speaker in the syntax itself is such a useful feature in the process of making highly accurate categories. I have used other speech analytics tools available in the market but Callminer is the most easy to use and adapt to and has more functionalities compared to them. **What do you dislike about CallMiner Eureka?** The conversion of the call transcripts could be better, maybe use phonetic boosting. Small thing thoughThe fact that the user after creating 10 categories has to retro each one of them. There should be an ability to create test sessions so that users can ingest more calls in them, create categories and retro the entire session without the disturbing the production environment There is no way of knowing if a particular phrase or word in a category is not working or causing problem, maybe have something like color codes to show it or the system shows count The ROI calculators sometimes freeze while using them **Recommendations to others considering CallMiner Eureka:** Go for i,t one of the best speech analytics solutions available in the market right now to slice and dice your contact center transactions and derive business useful insights out of it. A smart & necessary tool for your business. **What problems is CallMiner Eureka solving and how is that benefiting you?** Sales and Revenue Improvement, Identifying Legal & Compliance Risks, CSAT improvement & Churn Reduction **Official Response from Kate Davis:** > Thank you for the detailed review Jitin, we appreciate it. Great to hear that the user interface is much easier than others you have used in the past. For the test sessions, I would submit to the EO Idea board with a description on the use case for the product management team to consider. ### 31. If we were to get more assistance from our CSD it would honestly make our experience better. **Rating:** 4.0/5.0 stars **Reviewed by:** Belkin C. | Mid-Market (51-1000 emp.) **Reviewed Date:** March 03, 2020 **What do you like best about CallMiner Eureka?** We like that we are able to grade all the calls that come in instead of the 8 monthly we used to do. We like that we have a program like Coach in were not only we and the supervisor have access but our agents do too. **What do you dislike about CallMiner Eureka?** Not having the information in one place to help assist us on an issue we have. We have to look through many different places for example EO and our training manual and also our training programs. When we can't fin our answers we have to email our CSD but she travels to much so its hard to setup meetings with her then we are left with have to call the 1-800 in order to get answers. We were told to ask questions in EO and we did and we only got 1 answer that was somewhat helpful. **Recommendations to others considering CallMiner Eureka:** I recommend this program because it has helped us so much in seeing the overall score of all the calls that come in and not the 8 monthly we would do for every agent. We also like that we have Coach for everyone that way the supervisor can coach there specific team and the agents can see their score and percentage. **What problems is CallMiner Eureka solving and how is that benefiting you?** Our QA scores have been increasing, our agents are starting to get access in Coach to be able to view their scores and percentages for the month. Our supervisors are happy that they are able to see their group scores in one place and have the average score for the month. ### 32. CallMiner from an analyst's view **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Telecommunications | Enterprise (> 1000 emp.) **Reviewed Date:** November 17, 2020 **What do you like best about CallMiner Eureka?** Its very user friendly and very easy to navigate. The tool has really helped us identify things that the Operations doesnt know in a real time manner. **What do you dislike about CallMiner Eureka?** I do not like the graph view in Coach, not very helpful. I hope it can be customized just like the Analyze dashboard **What problems is CallMiner Eureka solving and how is that benefiting you?** AHT, Sales, Repeat Calls. AHT lowered by 3 mins. **Official Response from Kate Davis:** > Thank you for the review, impressive reduction on AHT! For the Coach graph view, be sure to submit your feedback to our Idea Board on Engagement Optimization for review by our product team. ### 33. CallMiner Review - BC Services **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** February 12, 2021 **What do you like best about CallMiner Eureka?** The ability to have all calls analyzed on any given category created. **What do you dislike about CallMiner Eureka?** We have a lot of bilingual people and the analytics sometimes makes it difficult for the bilingual reps to score well due to their accent. **What problems is CallMiner Eureka solving and how is that benefiting you?** Call Resolution, having the ability to filter calls to really any criteria we would like. ### 34. Awesome product **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Enterprise (> 1000 emp.) **Reviewed Date:** November 17, 2020 **What do you like best about CallMiner Eureka?** Great content creation ability. Going in the right direction in terms of adding features and functionalities. **What do you dislike about CallMiner Eureka?** Need additional chart options in dashboard **Recommendations to others considering CallMiner Eureka:** If you are looking to be able to have flexibility to create contents, CallMiner Eureka is an amazing product. **What problems is CallMiner Eureka solving and how is that benefiting you?** We are able to use insights derived from our categories to help with account placement decisions ### 35. Tool of the future today **Rating:** 5.0/5.0 stars **Reviewed by:** Evan W. | Enterprise (> 1000 emp.) **Reviewed Date:** March 02, 2020 **What do you like best about CallMiner Eureka?** One of my favorite parts about the CallMiner platform is the high level of customization users have. Creating custom content that is meaningful to our business is something we value greatly. **What do you dislike about CallMiner Eureka?** The only down sides to CallMiner for us today is not a fault of CallMiner, but surrounding the need for our company to beef up Meta data. :) **Recommendations to others considering CallMiner Eureka:** Go for it! If you want a tool and a partner to help extract intelligence from your interactions, CallMiner might be the tool for you. **What problems is CallMiner Eureka solving and how is that benefiting you?** The company is using CallMiner for script compliance, automated QA, risk detection, Call reduction, silence reduction. We have reduced silence by 2% over 8million calls, now able to identify calls with risk to address before complaints or escalation arise. Reduced the admin cost of the evaluation team by $350,000 year over year. ### 36. Benefits for our Financial Institution **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?** Call Miner helps reduce/prevent attrition, reduce hassle for customers, remain competitive, compliance, deliver a faster service and aids in training **What do you dislike about CallMiner Eureka?** Unable to analyze multi-language calls without a multilingual analyst to create the syntax. **What problems is CallMiner Eureka solving and how is that benefiting you?** Finding compliance issues and able to resolve any issues quickly. ### 37. Platform works well but could be better. **Rating:** 3.5/5.0 stars **Reviewed by:** Drew B. | Mid-Market (51-1000 emp.) **Reviewed Date:** June 30, 2020 **What do you like best about CallMiner Eureka?** The ability to easily search calls and filter to hone in on certain types of calls. **What do you dislike about CallMiner Eureka?** The bugs. I have run into quite a few bugs while working with CallMiner that can be really frustrating. **What problems is CallMiner Eureka solving and how is that benefiting you?** We, as a company have been able to handle disputes and cease and desist requests much more efficiently. Being to handle these issues has cut down on potential lawsuits. **Official Response from Kate Davis:** > Thank you for your review Drew. Glad to hear that CallMiner is helping you to avoid potential risk. For bugs, we've significantly expanded our development and QA staff so hopefully you've seen a reduction in bugs from our monthly release schedule. ### 38. CallMiner - Listen and Learn from Your Clients **Rating:** 5.0/5.0 stars **Reviewed by:** John K. | Mid-Market (51-1000 emp.) **Reviewed Date:** November 17, 2020 **What do you like best about CallMiner Eureka?** Easy to use and insightful it is a very good tool **What do you dislike about CallMiner Eureka?** I think CallMiner is excellent I don't have any dislikes **What problems is CallMiner Eureka solving and how is that benefiting you?** It confirms compliance, ensures complete QA, and uncovers new business opportunities ### 39. Training Manager **Rating:** 5.0/5.0 stars **Reviewed by:** Dorothea S. | Small-Business (50 or fewer emp.) **Reviewed Date:** August 21, 2020 **What do you like best about CallMiner Eureka?** The ability to pull quality scores and quickly identify the areas of opportunity to improve performance metrics. **What do you dislike about CallMiner Eureka?** The speed to populate one call the the next (sometimes it's slow). **What problems is CallMiner Eureka solving and how is that benefiting you?** Customer conversations: 1. Overcoming Objections 2. Selling appropriate time/miles of extended service plans 3. Call structure- sales methodology 4. Credit Card Disclosures (Compliance) Improved sales and increased our close rate **Official Response from Kate Davis:** > Thank you for giving a review Dorothea, it's great to see all of the use cases that CallMiner is able to support for your team. I spoke with your Customer Success rep and glad to hear you all solved the issue for calls loading. ### 40. Callminer is a leader in the voice analytics space and has the potential to change your business. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** June 30, 2020 **What do you like best about CallMiner Eureka?** The platform can be configured to do anything you need it to do. The platform's reliability also let's you spend time getting results, not trying to figure out why something didn't work. **What do you dislike about CallMiner Eureka?** The only dislike is a result of a "like". The flexibility of the platform means that you have to spend time in the platform to get the most bang for your buck. You can easily set it and forget, but the true ROI requires time (not 100%) from a dedicated resource. **Recommendations to others considering CallMiner Eureka:** Try it out! You might just like it! **What problems is CallMiner Eureka solving and how is that benefiting you?** We've solved compliance concerns, identified training gaps, and found new opportunities for revenue by analyzing phrases that tend to lead to payments, versus those that don't. **Official Response from Kate Davis:** > Thank you for your review, we love to hear from customers that are continuously working to improve their program and engagement analytics maturity to bring expanded results to their organization. ### 41. Easy to use **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Security and Investigations | Mid-Market (51-1000 emp.) **Reviewed Date:** November 17, 2020 **What do you like best about CallMiner Eureka?** The UI makes it very easy to use and show results. **What do you dislike about CallMiner Eureka?** Coach needs to have a email option to let agents know that they have a call to review. **What problems is CallMiner Eureka solving and how is that benefiting you?** We have been able to solve compliance issues and found benefits in less litigation. ### 42. CallMiner has given us a good picture of our customers **Rating:** 4.5/5.0 stars **Reviewed by:** Paul Jeremy S. | Crutchfield IT App Dev Support Dir, Business Intelligence and Data Analysis, Mid-Market (51-1000 emp.) **Reviewed Date:** March 05, 2020 **What do you like best about CallMiner Eureka?** The best thing is that it gives you to search into your conversations and can link data from your phone and ordering systems that are searchable in the client application. **What do you dislike about CallMiner Eureka?** As we went into the training we found that the transcription is only around %85 accurate and isn't tunable. We can take the same recording and put it into other Voice recognition software and get significantly more accurate transcription. **What problems is CallMiner Eureka solving and how is that benefiting you?** We have focused on operation efficiency and have been able to do rapid analysis of questions about user experience with accuracy and higher sample size. ### 43. Time saver and very accuarate **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Leisure, Travel & Tourism | Small-Business (50 or fewer emp.) **Reviewed Date:** November 18, 2020 **What do you like best about CallMiner Eureka?** Call drives help us to understand the main reasons of contacts **What do you dislike about CallMiner Eureka?** Nothing, it's help us to prove a better experience for all our customers. **Recommendations to others considering CallMiner Eureka:** You will not regret it **What problems is CallMiner Eureka solving and how is that benefiting you?** Best customer service. Agent behaviors ### 44. CallMiner has been extremely beneficial and insightful **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Automotive | Mid-Market (51-1000 emp.) **Reviewed Date:** November 17, 2020 **What do you like best about CallMiner Eureka?** Being able to efficiently target and identify compliance and effectiveness related insights **What do you dislike about CallMiner Eureka?** Currently, I do not have any complaints. **Recommendations to others considering CallMiner Eureka:** CallMiner Eureka is a great product and extremely beneficial **What problems is CallMiner Eureka solving and how is that benefiting you?** Associate performance ### 45. CallMiner Eureka Coach Transformed Our Contact Center **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Broadcast Media | Mid-Market (51-1000 emp.) **Reviewed Date:** May 15, 2020 **What do you like best about CallMiner Eureka?** Recording and scoring every call has given us a holistic view of what is happening on our calls. The platform is super user-friendly and includes a lot of helpful options for Coaching. **What do you dislike about CallMiner Eureka?** When a call is not scored accurately, leading the agent to feel a sense of injustice and not fully trusting the platform. **Recommendations to others considering CallMiner Eureka:** This platform is exactly what the call center industry needs. It’s AI and ability to score everything accurately diagnoses trends and helps insure the mission is being carried out. **What problems is CallMiner Eureka solving and how is that benefiting you?** We had a real issue with lack of empathy and connecting with our callers. As a nonprofit, this was vital to our mission. Identifying and turning this around has strengthened the customer journey and led to more partners/donors. **Official Response from Kate Davis:** > Thank you for the review. Coach is such a powerful tool and I'm thrilled to hear it's transformed your team and helped increase empathy, especially in your field! ### 46. CallMiner Eureka contains powerful tools for analysts, managers, and agents. **Rating:** 4.0/5.0 stars **Reviewed by:** Nathaniel R. | Mid-Market (51-1000 emp.) **Reviewed Date:** March 03, 2020 **What do you like best about CallMiner Eureka?** The Analyze program has robust syntax editing which allows for very accurate searching/reporting once the syntax has been properly refined. The Coach program provides a great interactive and collaborative experience for both the manager and the employee. **What do you dislike about CallMiner Eureka?** A lack of within-program search tools. It is difficult to keep track of categories and searches, especially when they have been created in the past and are not using the same company-standards for sorting. Be certain to be very specific and thorough when creating searches/categories/scores, otherwise they much easier to misplace or misuse later on. **What problems is CallMiner Eureka solving and how is that benefiting you?** Identifying and reporting on proper use of legally required and best-practices language by agents who handle in-going and out-going phone calls. ### 47. Enhance CallMiner **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Banking | Enterprise (> 1000 emp.) **Reviewed Date:** July 02, 2020 **What do you like best about CallMiner Eureka?** CallMiner's derivative products like Coach, Alert etc and building the new features by considering the reviews and feedback from the users. **What do you dislike about CallMiner Eureka?** Nothing much to say on dislike as they keep on building the features based on the feedback. **What problems is CallMiner Eureka solving and how is that benefiting you?** Scoring the agents in Call center and reviewing their performance based on scores and measures. **Official Response from Kate Davis:** > Thanks for your review, you know we always appreciate feedback! ### 48. Identifying Call Reasons **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Insurance | Mid-Market (51-1000 emp.) **Reviewed Date:** March 03, 2020 **What do you like best about CallMiner Eureka?** CallMiner is great for providing the ability to identify why customers are calling, looking at the call flow, identifying periods of silence, call lengths, agent performance and looking at areas of dissatisfaction in calls. I like that we are able to pinpoint areas of calls based on certain criteria. CallMiner also provides reporting capability and automatic reports that can be sent daily, weekly or monthly. **What do you dislike about CallMiner Eureka?** We have struggled with CallMiner regarding technical problems and the system shutting down on us or not mining properly. It took us 9 months to finally have a solution for the speaker separation for the transcript to accurate attribute words to either the customer or the agent. I have had to enter multiple tickets over the years of using CallMiner regarding system problems, lack of mined calls due to mining freezes, as well as having to restart the extractor service manually. We have had many technical problems and have had to be more proactive in locating issues, rather than CallMiner informing us about problems occurring. **What problems is CallMiner Eureka solving and how is that benefiting you?** We have used CallMiner for 4 years thus far. Throughout those four years, we have used CallMiner for various projects and initiatives. For instance, we are currently using this for AHT reductions for a main department, which will ultimately save the company money. We have also used this program to identify key call types and how those call types affect our bottom line, as well as providing opportunities to improve agent performance through coaching opportunities, call review, analyzing the customer's call journey, as well as a plethora of other cases such as identifying and working toward preventing dissatisfaction cases. We have also used the transcript for very specific ad hoc cases that would not have been able to be located otherwise. ### 49. CallMiner has expanded our Compliance progroam **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Security and Investigations | Enterprise (> 1000 emp.) **Reviewed Date:** November 17, 2020 **What do you like best about CallMiner Eureka?** Ability to QA all calls with high accuracy **What do you dislike about CallMiner Eureka?** There are some false positives in our compliance reporting **What problems is CallMiner Eureka solving and how is that benefiting you?** Compliance concerns ### 50. Cool tool to quantify qualitative data. **Rating:** 3.5/5.0 stars **Reviewed by:** Yuliya P. | Mid-Market (51-1000 emp.) **Reviewed Date:** June 30, 2020 **What do you like best about CallMiner Eureka?** Ability to track categories and create subscriptions. **What do you dislike about CallMiner Eureka?** The fact that categories only reprocess 2 weeks. I also wish CM had the ability to raise trending topics without searches/categories. **What problems is CallMiner Eureka solving and how is that benefiting you?** n/a **Official Response from Kate Davis:** > Thanks for your review Yuliya. For trending topics, be sure to try out TopicMiner for a word cloud visual of common topics by agent and customer based on parameters such as timeframes or agent sets. ## 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=4§ion=pricing&secure%5Bexpires_at%5D=2026-07-25+09%3A05%3A04+-0500&secure%5Bsession_id%5D=19b9d61b-ab83-40af-bd61-a7b335066e74&secure%5Btoken%5D=b31fab0f6ee9fcfea91a3c11cc02dd80602625b4012a6e002a7012d51e521573&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 (229 reviews) - [Talkdesk](https://www.g2.com/products/talkdesk/reviews) - 4.4/5.0 (2,453 reviews) - [NICE CXone](https://www.g2.com/products/nice-cxone/reviews) - 4.3/5.0 (1,604 reviews)