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.

Regular, impactful enhancements are pushed out. It gives incredible visibility into what’s happening on calls. The platform support is great, and I also appreciate the ability to run highly detailed custom reports. Review collected by and hosted on G2.com.

I’d like to see more options in the dashboard, especially around category reporting (for example, components). It would also help to have clearer score indicators, including individual indicator scores, and—most importantly—more detailed data for the manual indicators. Review collected by and hosted on G2.com.

CallMiner Eureka helps me review calls and narrow them down effectively with the help of AI Assist. Review collected by and hosted on G2.com.

There is nothing to dislike about this product. It offers sufficient features and useful new upgrades for call analysis, and by using AI it helps agents improve and build up their performance. Review collected by and hosted on G2.com.

The use cases we can explore with the data available to us across all levels of our business are a real strength. There is a learning curve with the Search UI but the scorecards we are able to create for agents and insights we are able to understand are impactful. Review collected by and hosted on G2.com.

The learning curve is high using Analyze. The AI features are nice but we can not consider them, outside of AI assist, as we look to reduce the amount of tabs our agents need to login to. Review collected by and hosted on G2.com.

All the presentations, the roundtable discussion and the way they arranged the event giving the opportunity for the attendees to network. Review collected by and hosted on G2.com.

I am missing a little bit of energy from the crowd this year. It would be great to see more presentations and usecases that the crowd can learn from Review collected by and hosted on G2.com.

I really like the product’s AI-driven insights, especially how they surface patterns across interactions and make those trends easier to spot. Review collected by and hosted on G2.com.

There isn’t anything specific I dislike. Overall, it’s a great product, and I really appreciate how willing CallMiner is to listen to customer feedback and use it to keep improving. 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.