CallMiner Eureka Reviews

Provides great insights, CallMiner is always looking to improve its products and really takes feedback seriously. CallMiner support is attentive and always available to help.

Not much; I think the innovations answer updates are always well thought out.

Customer service/experience. Workflow adherence.

The information we received and the interaction between other companies using Call Miner was such a huge benefit. Call Miner has really thought out how to get the most out of Listen where the participants go away with an abundance of information that the next day you can start using.

Getting it in real time would be beneficial.

Call Miner has an ease of implementation. We can correct an issue with a quick turn around time and the number of features is an added benefit.

I love the ability to develop and launch a full-fledged AI QA Evalualtion Scorecard

Price of integrating the platform with our ACD

Replacing manual QA, providing business and agent insights, trends over time and improving PSSR

We have seen first hand the transformative impact Call Miner has on understanding our customer interactions.

The automated scorecards are a game changer in improving agent performance.

Eureka's redaction capabilities ensure customer data is handled securely.

This isn't necessarily a downside of the tool however the tool does have a considerable learning curve requiring certain skill sets for standing up. This being said, there continues to be enhancements and the support from the call miner is extremely helpful.

Regulatory and Compliance Monitoring: It ensures adherence to industry standards and legal requirements, significantly reducing the risk of non-compliance and the potential for fines or legal issues.

Voice of the Customer Analysis: By analyzing customer interactions, the tool provides insights into customer needs and preferences, leading to enhanced customer satisfaction and loyalty.

Agent Performance and Coaching: It helps in evaluating and improving agent performance, facilitating targeted coaching to develop a more effective and efficient customer service team.

Sales Enhancement and Coaching: The tool also focuses on improving sales strategies by analyzing customer interactions, enabling tailored coaching for sales teams to boost sales effectiveness and efficiency.

Multiple algorythms and correlation analysis.

Coach needs to continue improvomg to compete better with external coach apps.

Identifies KPIs very quickly.

Helps solve silence time, agent behaivioir.

Helps identify BOT leakage.

Identifis Customer Dissatisfaction

Usability, creativity, value, and insightfulness.

There is a lack of customizability that I wish there was.

We are using callminer to understand the conversations that are happening with our customers. From being able to review maybe 1% of contacts to now being able to review every contact, callminer has helped to open our eyes in regards to coaching opportunities as well as give the business insights.

The ability to communicate with other like minded analysts for additional perspective and/or seeing what others have been working on and provide ideas to take back with me.

Maybe more advanced level sessions for more senior analysts

Compliance, AHT.

The amount if data our organization has access to now.

Programing requires coding which we weren't expecting. However CallMiner provided extense training and we have sucessfully transitioned our team.

Reducing manual QA while automatically scoring across ~99% of our total call volume. Also it gives us insights into data we have never had prior.

Ease of use in Eureka and the premade categories.

I wish coach find was a bit more intuitive.

Automate QA and also we have been able to gain far more insight into what our customers are saying

simplicity to use software. Great customer support

there is nothing to dislike about the product

mitigation of risk