IF

Verified User in Financial Services

Mid-Market (51-1000 emp.)

10/15/2025

"Callminer Listen never disappoints"

5/5

What do you like best about CallMiner Eureka?

I like that is constantly evolving and improving. Also they listen to any suggestions or requests that we as clients have. Review collected by and hosted on G2.com.

What do you dislike about CallMiner Eureka?

Sometimes when changes or upgrades are implemented, other things "break". Review collected by and hosted on G2.com.

What problems is CallMiner Eureka solving and how is that benefiting you?

Callminer is helping us identify Compliance issues in our call centers and being able to act on them immediately. It has also automated the Quality Assurance Processed and increased the number of calls audited from 10 per month per agent to ALL calls per month for all agents in our call centers.

We are able to immediate insights when new things arise, for example govenrment shutdowns , hurricanes, etc. This allows us to respond to our customers needs as soon as they arise. Review collected by and hosted on G2.com.

IH

Verified User in Health, Wellness and Fitness

Mid-Market (51-1000 emp.)

10/23/2025

"Great for AI Data Integration, But BA Lounge Needs Longer Access"

5/5

What do you like best about CallMiner Eureka?

I appreciate how the platform allows me to integrate AI data with keywords, making it easier to identify trends. Review collected by and hosted on G2.com.

What do you dislike about CallMiner Eureka?

I think the BA Lounge should offer longer timeframes. The current duration feels too limited. Review collected by and hosted on G2.com.

What problems is CallMiner Eureka solving and how is that benefiting you?

CallMiner Eureka transforms unstructured customer conversations into actionable insights. It addresses the challenge of having limited visibility into the reasons behind customer calls and the performance of agents. By analyzing every interaction, it enables me to identify trends, understand sentiment, and uncover the root causes of issues. This allows me to make informed, data-driven improvements in performance, training, and the overall customer experience. Review collected by and hosted on G2.com.

BP

Brian P.

Director Experience Management

Mid-Market (51-1000 emp.)

6/5/2025

"Partnership we were looking for"

4.5/5

What do you like best about CallMiner Eureka?

We have been able to continously drive development through the features and partnership Review collected by and hosted on G2.com.

What do you dislike about CallMiner Eureka?

Coach comms from QA to agent and beyond is to one-way Review collected by and hosted on G2.com.

What problems is CallMiner Eureka solving and how is that benefiting you?

3 years ago we wanted to fully redesign our QA, ground up. Our existing platform, home grown and unshakable had proven a good learning Base, but it was time to move on. After careful evaluation we chose Calllminer as it was best in class, we immediately got a sense of partnership and 'local' to use, meaning we had face to face access to resources. Review collected by and hosted on G2.com.

NA

Nikka Marie A.

Supervisor Insights and Analytics

Enterprise (> 1000 emp.)

1/24/2025

"Callminer is a powerful speech analytics tool."

5/5

What do you like best about CallMiner Eureka?

I've been using CallMiner for 5 or more years now, and I’m extremely impressed with its ability to analyze customer interactions. The CallMiner tool offers powerful speech analytics that help us gain valuable insights from both voice and text data. The transcription accuracy is good, making it easy to search through thousands of calls quickly.

One feature I particularly love is the sentiment analysis. It helps identify customer emotions during calls, which is incredibly valuable for understanding their concerns and improving our service. The analyze dashboard is intuitive, and I’ve found the customizable reporting features to be extremely useful for sharing insights with different teams and clients. Review collected by and hosted on G2.com.

What do you dislike about CallMiner Eureka?

While the transcription and sentiment analysis are generally strong, there are occasional instances where the accuracy isn't 100%, leading to potential misinterpretations or missed insights, particularly with complex or noisy audio. Review collected by and hosted on G2.com.

What problems is CallMiner Eureka solving and how is that benefiting you?

CallMiner Eureka is a conversation analytics and customer experience tool that helps businesses understand and optimize customer interactions. It solves several key problems related to customer service and communication by analyzing conversations in detail, it also helps companies identify pain points in the customer journey. This enables businesses to optimize processes, improve agent training, and ensure that customers receive better, more personalized service. The tool can also track whether agents are adhering to compliance and regulatory standards. This is especially important in industries like finance or healthcare, where specific regulations must be followed.

It can save time and reduce effort by automating the analysis of conversations, allowing us to focus on high-priority tasks. It can also improve service quality, which could lead to better customer retention and satisfaction. Review collected by and hosted on G2.com.

CC

Verified User in Consulting

Enterprise (> 1000 emp.)

6/4/2025

"Recommended"

5/5

What do you like best about CallMiner Eureka?

CallMiner is an outstanding speech analytics platform that delivers deep insights into customer interactions.

The interface is intuitive and easy to navigate, with customisable dashboards that allow teams to focus on the metrics that matter most. Reporting is powerful and detailed, making it easy to track trends, measure success, and identify areas for improvement.

CallMiner is a valuable tool for any contact centre looking to enhance customer experience, ensure compliance, and drive performance through data-driven decision-making. Review collected by and hosted on G2.com.

What do you dislike about CallMiner Eureka?

The interface is generally user-friendly, though there’s a learning curve when building custom queries or reports.

Dashboards are customisable and useful for monitoring KPIs. Reporting is detailed, but creating bespoke views can take time without training.

Integration with some platforms is smooth, though older or niche systems may require extra work. Review collected by and hosted on G2.com.

What problems is CallMiner Eureka solving and how is that benefiting you?

CallMiner is helping us solve several key challenges in the contact centre environment. One of the biggest problems was a lack of visibility into customer conversations at scale — we could only review a small sample of calls manually. With CallMiner, we now have full visibility across 100% of interactions, which means we can identify trends, compliance issues, and training opportunities instantly.

It also helps us pinpoint the root causes of customer dissatisfaction, high call volumes, and repeat contacts. By understanding what’s actually happening during calls — including sentiment, silence, and interruptions — we’re able to take meaningful actions that improve customer experience and agent performance.

The benefits have been significant: faster issue resolution, improved coaching and QA processes, stronger compliance monitoring, and more data-driven decision-making. It’s also supported our continuous improvement efforts by highlighting process gaps and tracking the impact of changes over time. Review collected by and hosted on G2.com.

MS

Manrique S.

Director Business Analysis

Enterprise (> 1000 emp.)

10/8/2024

"Listen to your customers"

4.5/5

What do you like best about CallMiner Eureka?

The ability to gather actionable insights from countless interactions Review collected by and hosted on G2.com.

What do you dislike about CallMiner Eureka?

Constant upsell tactics to take advantage of newer technologies Review collected by and hosted on G2.com.

UO

Verified User in Oil & Energy

Enterprise (> 1000 emp.)

6/19/2024

"Callminer is the missing link you need"

5/5

What do you like best about CallMiner Eureka?

CallMiner helps support all projects within a business, customer experience should be the at forefront of every company. Understanding your customers will help grow and benefit your company and with CallMiner you can gain valuable insight whilst navigating an easy to use system. Review collected by and hosted on G2.com.

What do you dislike about CallMiner Eureka?

Not a fault of CallMiner but some of the newer features look incredible and I'm hoping my company will invest in these as the benefits are well worth it. Review collected by and hosted on G2.com.

JA

Jimna A.

Manager Training and Quality

Mid-Market (51-1000 emp.)

5/20/2021

"Wonderful Experience"

5/5

What do you like best about CallMiner Eureka?

Best thing about CallMiner is that CallMiner team has been putting there experiences and learning with their innovative product enhancements to make the tool better for their end user. The team listens to our feedback, since we are the end users and that is great. CallMiner team has their roadmap for the next year ready and we are exited to see the enhancement and product launches very soon. Review collected by and hosted on G2.com.

What do you dislike about CallMiner Eureka?

I can't think of any, cause CallMiner team both the CSD and BA has assisted us throughout our Journey with them. Review collected by and hosted on G2.com.

DD

Dari D.

SVP of Support Services, DTO

Mid-Market (51-1000 emp.)

10/28/2024

"CallMiner Eureka has given us access to data we never had before!"

5/5

What do you like best about CallMiner Eureka?

CallMiner Eureka provides us with valuable and actionable insights around Agent and Customer opportunities. There is an abundance of data available to be able to identify and drive performance and process improvements. CallMiner also supports a large number of integrations with other technology partners. Review collected by and hosted on G2.com.

What do you dislike about CallMiner Eureka?

It takes time for users to become truly proficient with the CallMiner Eureka platform. On the positive side, CallMiner has a great set of supporting resources to help. Review collected by and hosted on G2.com.

II

Verified User in Insurance

Enterprise (> 1000 emp.)

6/5/2025

"Excellent for assessing demand driver trends, first contact resolution etc"

5/5

What do you like best about CallMiner Eureka?

Category building especially AI Assist functionality Review collected by and hosted on G2.com.

What do you dislike about CallMiner Eureka?

that transcripts disappear after 90 days Review collected by and hosted on G2.com.