CallMiner [Private Offer Only]
CallMinerReviews from AWS customer
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Powerful Insights and Excellent Partnership
What do you like best about the product?
What I value most about CallMiner Eureka is how it transforms every customer interaction, whether voice or digital, into meaningful insights that can be acted upon. It goes beyond simple transcription or scoring by linking what was said to the underlying reasons and showing how these conversations affect business results.
What do you dislike about the product?
While CallMiner Eureka offers robust analytics and automation features, the primary challenges lie not in its capabilities but in its usability, adoption, and integration. For new groups or organizations, there can be a significant barrier to entry, as utilizing the tool often demands considerable time and resources.
What problems is the product solving and how is that benefiting you?
CallMiner Eureka addresses a longstanding challenge in customer experience operations by transforming unstructured conversation data into actionable insights that lead to measurable improvements.
Callminer Delivers Fast, Actionable Insights for Customer Service Teams
What do you like best about the product?
Callminer removes questions and provides answers. I am a customer service professional and have been for a very long time. This tool allows my team to get answers from thousands of customers. The answers are there; I just need to ask the question.
What do you dislike about the product?
Set-up can be challenging. There is a steep learning curve.
What problems is the product solving and how is that benefiting you?
CallMiner answers most questions, even those that I have not asked. The reporting is key, the detail is precise, and the intention behind it is unmatched. Creating subscriptions allows for team members to stay involved and invested. It allows for the grading of coaches.
Transforms Conversations into Actionable Insights with Powerful Analytics
What do you like best about the product?
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 the product?
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 the product 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.
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.
Great for AI Data Integration, But BA Lounge Needs Longer Access
What do you like best about the product?
I appreciate how the platform allows me to integrate AI data with keywords, making it easier to identify trends.
What do you dislike about the product?
I think the BA Lounge should offer longer timeframes. The current duration feels too limited.
What problems is the product 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.
AI Assist Is Helpful, but Page Timeouts Are Frustrating
What do you like best about the product?
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 the product?
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 the product 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.
Callminer Listen never disappoints
What do you like best about the product?
I like that is constantly evolving and improving. Also they listen to any suggestions or requests that we as clients have.
What do you dislike about the product?
Sometimes when changes or upgrades are implemented, other things "break".
What problems is the product 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.
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.
Insightful Analysis with Stellar Support
What do you like best about the product?
I appreciate the profound impact that CallMiner Eureka has on understanding customer interactions and agent skills. The category building functionality is fundamental for identifying key events and effectively communicating insights through scorecards. I value the excellent level of support and the vibrant community, which facilitate learning and sharing experiences. The improvements in onboarding and training processes over the years have been significant, demonstrating a commitment to user success.
What do you dislike about the product?
I initially found the learning curve steep, requiring a significant commitment to understand the syntax and functionality. Although this was my experience from around a decade ago, I recognize there have been improvements in the onboarding and initial training processes since then.
What problems is the product solving and how is that benefiting you?
I use CallMiner Eureka to understand customer needs and agent skills, automate quality models, and identify risks, enabling informed decision-making and efficient resource allocation.
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
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