--- 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: '2026-07-12' 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 value the **insightfulness** of CallMiner Eureka, enabling efficient access to customer feedback and essential answers. (9 reviews) - Users highly value CallMiner Eureka for its ability to deliver **meaningful insights** from every customer interaction, enhancing operations. (6 reviews) - Users value the **ease of use** of CallMiner Eureka, appreciating its straightforward setup and intuitive interface. (6 reviews) - Users commend the **robust speech analytics** of CallMiner Eureka, transforming customer interactions into valuable insights for improvement. (6 reviews) - Users value the **innovation and integration capabilities** of CallMiner Eureka for enhancing operational efficiency and insights. (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 transcriptions and sentiment analysis, affecting insights from complex audio data. (3 reviews) - Users report a **steep learning curve** with CallMiner Eureka, requiring significant time and effort for effective usage. (3 reviews) - Users face a **steep learning curve** with CallMiner Eureka, requiring significant time and resources for effective utilization. (3 reviews) - Users find the **difficult learning** curve of CallMiner Eureka requires significant commitment to master its functionality. (2 reviews) - Users find **difficult reporting** due to cumbersome interfaces, slow exports, and issues with subscription updates needing recreation. (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. A Platform That Drives Actionable Insight **Rating:** 5.0/5.0 stars **Reviewed by:** Phil M. | Speech Analytics Platform Analyst, Enterprise (> 1000 emp.) **Reviewed Date:** April 30, 2026 **What do you like best about CallMiner Eureka?** 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. **What do you dislike about CallMiner Eureka?** 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. **What problems is CallMiner Eureka solving and how is that benefiting you?** CallMiner Eureka helps solve the challenge of turning large volumes of unstructured conversation data into clear, actionable insights. It lets me understand what’s really happening across customer interactions at a scale that would be impossible to uncover manually. For me, this means I can make more data-driven decisions and support continuous improvement across the operation. ### 2. Endless Possibilities for Data Insights and Discovery **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Mid-Market (51-1000 emp.) **Reviewed Date:** June 08, 2026 **What do you like best about CallMiner Eureka?** 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! **What do you dislike about CallMiner Eureka?** I think it would be a neat feature if the system could highlight any duplicate syntax as I’m building it. **What problems is CallMiner Eureka solving and how is that benefiting you?** Being able to identify trends based on issues we weren’t previously aware were occurring, including how often they happen and how significantly they impact the organization. ### 3. AI Assist Is Helpful, but Page Timeouts Are Frustrating **Rating:** 4.5/5.0 stars **Reviewed by:** Sierra S. | Conversation Analyst, Mid-Market (51-1000 emp.) **Reviewed Date:** October 16, 2025 **What do you like best about CallMiner Eureka?** 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. **What do you dislike about CallMiner Eureka?** 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. **What problems is CallMiner Eureka solving and how is that benefiting you?** This tool addresses the challenges in call monitoring by making it simple for us to set up categories that capture specific calls, depending on what either the customer or the associate says. This is especially helpful when unexpected events occur that could impact our customers, such as a recall, a storm, or a government shutdown. With this capability, we can track how many customers are affected and how rapidly the situation is developing, which enables us to quickly adjust our processes or provide support to customers when necessary. ### 4. Quality Assessment at Scale That Uncovers Hidden Trends **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Outsourcing/Offshoring | Mid-Market (51-1000 emp.) **Reviewed Date:** May 12, 2026 **What do you like best about CallMiner Eureka?** Being able to assess quality at scale helps us spot and quantify trends we would never have noticed before. **What do you dislike about CallMiner Eureka?** I’ve run into technical issues with integrations, and connecting with certain telephony or CRM providers can be challenging to resolve. **What problems is CallMiner Eureka solving and how is that benefiting you?** We’ve been able to scale up our quality monitoring, identify trends more clearly, and contact drivers while quantifying far more than we ever could before. We’re also using it to better understand where we can improve, where we have gaps, and where we can grow. ### 5. Empowers Decisions, Enhances Customer Experience **Rating:** 5.0/5.0 stars **Reviewed by:** Manik S. | Director of Growth, Mid-Market (51-1000 emp.) **Reviewed Date:** April 28, 2026 **What do you like best about CallMiner Eureka?** 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. **What do you dislike about CallMiner Eureka?** 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. **What problems is CallMiner Eureka solving and how is that benefiting you?** CallMiner Eureka helps customers make informed decisions and get the best from interactions with contact center agents by personalizing conversations and minimizing interactions. ### 6. Promising Analytics with Need for Improved CRM Integration **Rating:** 3.5/5.0 stars **Reviewed by:** Shaily D. | Enterprise (> 1000 emp.) **Reviewed Date:** May 02, 2026 **What do you like best about CallMiner Eureka?** 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. **What do you dislike about CallMiner Eureka?** Renaming categories and placing them in different folders is tedious. Also, integration with CRMs is what I would like to see. **What problems is CallMiner Eureka solving and how is that benefiting you?** I use CallMiner Eureka for interaction analytics, which helps with top topic identification and identifying gaps in processes. ### 7. Fast Insights, Needs More AI Depth **Rating:** 3.5/5.0 stars **Reviewed by:** Charlotte S. | Mid-Market (51-1000 emp.) **Reviewed Date:** April 28, 2026 **What do you like best about CallMiner Eureka?** 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. **What do you dislike about CallMiner Eureka?** not enough AI in the coach platform **What problems is CallMiner Eureka solving and how is that benefiting you?** I use CallMiner Eureka for coaching and development. It gives quick insights and provides valuable information very quickly, making it useful for getting fast feedback. ### 8. Effortless Setup, Boosted QA Automation **Rating:** 5.0/5.0 stars **Reviewed by:** Crina P. | Sr. Manager, Global Quality & Standards, Enterprise (> 1000 emp.) **Reviewed Date:** November 22, 2023 **What do you like best about CallMiner Eureka?** 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. **What do you dislike about CallMiner Eureka?** 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 **What problems is CallMiner Eureka solving and how is that benefiting you?** I use CallMiner Eureka to automate QA, increasing the volume of interactions we can audit. It enhances our analytics, making feedback more accurate and helping build precise scorecards, benefiting our quality evaluations. ### 9. Transforms Conversations into Actionable Insights with Powerful Analytics **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Insurance | Mid-Market (51-1000 emp.) **Reviewed Date:** October 23, 2025 **What do you like best about CallMiner Eureka?** 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. **What do you dislike about CallMiner Eureka?** 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. **What problems is CallMiner Eureka solving and how is that benefiting you?** CallMiner Eureka allows us to turn thousands of customer conversations into meaningful insights. It helps us pinpoint the main reasons customers contact us, track emotion trends, and observe agent behaviors that influence both satisfaction and efficiency. With automated theme detection and sentiment scoring, our manual QA processes have been replaced by a more data-driven method. This shift has enhanced our ability to assess empathy, compliance, and ownership in every call, resulting in improved coaching and quicker identification of root causes. We now leverage these insights to foster collaboration among our CX, Operations, and Product teams, ensuring that voice-of-customer data informs our business decisions. Overall, this has led to increased visibility into performance, shorter analysis times, and a noticeable improvement in the customer experience. ### 10. Easy to Use, Feature-Complete, and Packed with Analysis Tools **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** June 03, 2026 **What do you like best about CallMiner Eureka?** It’s easy to use and very complete. It offers many positive features, such as analysis tools. **What do you dislike about CallMiner Eureka?** 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. **What problems is CallMiner Eureka solving and how is that benefiting you?** Call auditing and call findings help us gather more information and better understand the areas that need improvement. ## 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/callminer-eureka-review-4282278?section=pricing&secure%5Bexpires_at%5D=2026-07-12+16%3A52%3A40+-0500&secure%5Bsession_id%5D=c194566d-6f4c-4b61-a552-d270142b3f33&secure%5Btoken%5D=f4c4a60f0c7f147661832c4921ef66b6f45b6db7ef39a6c3f3d354adc774dd8c&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 (220 reviews) - [Talkdesk](https://www.g2.com/products/talkdesk/reviews) - 4.4/5.0 (2,439 reviews) - [NICE CXone](https://www.g2.com/products/nice-cxone/reviews) - 4.3/5.0 (1,604 reviews)