CallMiner [Private Offer Only]
CallMinerReviews from AWS customer
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Use CallMiner to uncover actionable insights!
What do you like best about the product?
I love the ability to find and leverage findings from directly within the CallMiner UX itself. Sometimes just looking at the contact distribution via metadata and chosen categories on the left blue pane is enough to provide quick, sharp insight to the business and allow a decision to be made on whether more effort is required. We've never had a better understanding of reaction to change, to call drivers and general understanding of our trades than when we began to really leverage information surfaced through CallMiner which has really helped to shape change at Checkatrade.
What do you dislike about the product?
As an analyst and proficient user of the platform I sometimes do not appreciate how foreign a new and very intelligent platform can be to new or inexperienced users. My one dislike would be the complexity of coach dashboards for team leaders, they could do with a more cut down version, especially since we have taken the numbers away from scoring, the graphs still provide some scoring outside of what is ideal.
What problems is the product solving and how is that benefiting you?
CallMiner is really helping us to delve into the unknown and helping us to understand the reception to the fast paced change that our organisation is going through. We're able to advise stakeholders on reaction which leads to decisions on whether to pause, slow down or continue knowing the risks involved. Data driven decisions are much more prevalent.
Excellent
What do you like best about the product?
Real time alerts, operational efficiency. Importantly post interaction insights.
What do you dislike about the product?
The data only lasts up to 90 days on the system.
What problems is the product solving and how is that benefiting you?
Customer service
CallMiner is consistently the most innovative and functional tool for Speech Analytics
What do you like best about the product?
There are multiple reasons I would choose CallMiner again and again; it allows you to gather the most basic of information to incredibly intricate categories and scores that provide a wealth of data, the BA’s are always available and ready to help with anything tricky, and are always so knowledgeable, and the new functions coming to the system look absolutely amazing and open up some incredible opportunities for B2C interactions.
What do you dislike about the product?
There are a couple of bugs within the system (things to do with the hierarchy and scores, for example), but honestly these are minor really
What problems is the product solving and how is that benefiting you?
We have a wealth of knowledge for what is being said in our contacts, we can find out if agents are not only saying the correct things but doing the correct things, and we’ve also managed to almost fully automate our QA process
Excellent for assessing demand driver trends, first contact resolution etc
What do you like best about the product?
Category building especially AI Assist functionality
What do you dislike about the product?
that transcripts disappear after 90 days
What problems is the product solving and how is that benefiting you?
myth busting - building business cases for changes to other systems and process improvement
Partnership we were looking for
What do you like best about the product?
We have been able to continously drive development through the features and partnership
What do you dislike about the product?
Coach comms from QA to agent and beyond is to one-way
What problems is the product 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.
Dynamic system
What do you like best about the product?
Compared to the other platforms out there, it’s miles ahead. From an analyst view, it pinpoints quickly what you need to find.
Probably the best bit is the willingness to adapt and tweak to fit your business. ‘It would be great if you could do this..”. Then they CSD will actually feed it back and on numerous occasions have managed to make the change.
Constant updates and innovation means it moves at pace to keep up with the speed of tech advances.
Probably the best bit is the willingness to adapt and tweak to fit your business. ‘It would be great if you could do this..”. Then they CSD will actually feed it back and on numerous occasions have managed to make the change.
Constant updates and innovation means it moves at pace to keep up with the speed of tech advances.
What do you dislike about the product?
To begin with, the syntax construction takes some time to be proficient, although they have tried to make it easier more recently by using AI.
Being one of the market leaders means it comes with a price tag, and with add-ons etc it can be difficult to get stakeholder buy-in initially, which then adds pressure for immediate ROI.
I think callminer could do more hand-holding initially (until analysts are comfortable) with initial set up and basic building. Maybe 6 months to get established?
Being one of the market leaders means it comes with a price tag, and with add-ons etc it can be difficult to get stakeholder buy-in initially, which then adds pressure for immediate ROI.
I think callminer could do more hand-holding initially (until analysts are comfortable) with initial set up and basic building. Maybe 6 months to get established?
What problems is the product solving and how is that benefiting you?
Telling you what you didn’t know you didn’t know at speed.
Recommended
What do you like best about the product?
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.
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.
What do you dislike about the product?
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.
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.
What problems is the product 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.
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.
Callminer has many features that can help other businesses no matter their goal.
What do you like best about the product?
I love the complexability of CallMiner Eureka. I have learned alot over the years!
What do you dislike about the product?
I wish there was a download option on the main search page.
What problems is the product solving and how is that benefiting you?
Call Scoring
Callminer is a powerful speech analytics tool.
What do you like best about the product?
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.
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.
What do you dislike about the product?
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.
What problems is the product 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.
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.
CallMiner Eureka has given us access to data we never had before!
What do you like best about the product?
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.
What do you dislike about the product?
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.
What problems is the product solving and how is that benefiting you?
We have been able to identify agent performance opportunities that are truly actionable and drive performance improvements. We have gained a deep understanding of top contact drivers and can easily get to opportunities with our products, programs, and customer experiences.
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