CallMiner Eureka Reviews & Product Details

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

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

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

The endless possibilities of what you can do with the data are incredible. It’s a wealth of knowledge and offers endless opportunities for what you can achieve! Review collected by and hosted on G2.com.

I think it would be a neat feature if the system could highlight any duplicate syntax as I’m building it. Review collected by and hosted on G2.com.

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

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

Being able to assess quality at scale helps us spot and quantify trends we would never have noticed before. Review collected by and hosted on G2.com.

I’ve run into technical issues with integrations, and connecting with certain telephony or CRM providers can be challenging to resolve. Review collected by and hosted on G2.com.

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

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

I like CallMiner Eureka for its ease of navigation and interface features, which make it easy to understand. The operators are strong, and the AI assistance appears to be promising. Review collected by and hosted on G2.com.

Renaming categories and placing them in different folders is tedious. Also, integration with CRMs is what I would like to see. Review collected by and hosted on G2.com.

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

not enough AI in the coach platform Review collected by and hosted on G2.com.

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

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

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

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

It’s easy to use and very complete. It offers many positive features, such as analysis tools. Review collected by and hosted on G2.com.

Some filters are too strict, and when I try to duplicate a page to compare two filters, I end up having to create the second filter from scratch instead of just changing one thing. Review collected by and hosted on G2.com.