CallMiner [Private Offer Only]
CallMinerReviews from AWS customer
0 AWS reviews
-
5 star0
-
4 star0
-
3 star0
-
2 star0
-
1 star0
External reviews
222 reviews
from
External reviews are not included in the AWS star rating for the product.
Transformative tool for Quality Team!
What do you like best about the product?
What I've enjoyed the most is having access to so many different data points. Before CallMiner, the only data sources that our Quality team could use to support the Contact Center were data points that we manually gathered. Touching less than 1% of our calls, there was so much valuable information left untouched. We now have data at our fingertips to better serve our internal and external customers!
What do you dislike about the product?
Overall I think the tool is amazing, and it is hard to find something I dislike. If I had to pick something, I'd say that I'd prefer to have real-time transcription standard vs. an additional cost.
What problems is the product solving and how is that benefiting you?
We are focused on finding areas to reduce calls coming into the contact center, focused on the high number of transfers. We've found opportunities to improve our IVR wording and allow additional transactions on the IVR to avoid calls into the call center.
Great for Customer Service and Empathy Scores
What do you like best about the product?
CallMiner has been great for our call center in terms of improving customer service. We have built a World Class Call Score based on our mission. CallMiner has been able to help us really dive in and focus on the important pieces of the call and also empathy.
What do you dislike about the product?
The Hierarchy- it is awful. Very hard to use and needs constant updating. There needs to be an easier way to have staff updated on a continuous basis.
What problems is the product solving and how is that benefiting you?
Many customer service skills. Coach has been great for our team.
Excellent tool to understand the call experience.
What do you like best about the product?
The system gives you an easy and effective way to monitor your calls, review trending and better understand the experience that both members and agents are having on every interaction.
What do you dislike about the product?
If you create subscription reporting and make an update to the category used for that subscription, you have to re-create the enter subscription.
What problems is the product solving and how is that benefiting you?
It is allowing us to look at every call and build reporting for different scenarios. We have been able to provide feedback to not only our training team but our vendors on different issues we are finding and how we can all improve to make the experience better for everyone.
I would recommend CallMiner, however, I dont really have anyone to recommend it to.
What do you like best about the product?
CallMiner is helpful with allowing our compliance department monitor calls that are happening within our organization so we know what areas need to be improved with our agents and mistakes that are made are brought to our attention so we can get them fixed.
What do you dislike about the product?
Theres not much of anything to dislike about CallMiner. However, there can always be improvement with any software.
What problems is the product solving and how is that benefiting you?
Customer dissatisfaction is a major thing CallMiner helps us solve as we can understand what issues are at hand and attempt to fix whatever it is to make the consumer happy with the end result.
Recommendations to others considering the product:
It's the best Analytics program our company has had the pleasure of using, and it is helping to improve our company the longer we use it.
Exceptional Customer Service & Amazing Tech that Empowers our Business
What do you like best about the product?
I like the customer-centric approach to onboarding and the ease of use to get started on the platform using Call Miner's solution packs. There is an amazing amount of technology that underpins the platform but the UI is streamlined and intuitive once you go through training and spend some time in the platform.
What do you dislike about the product?
It can feel overwhelming because there is so much flexibility to control/manage the many nuances of the platform, like scoring weights, time lags between words and many other elements that for new customers can get in the way of getting things moving. The saying that "perfection is the enemy of good" definitely applies here.
What problems is the product solving and how is that benefiting you?
We are solving a number of key challenges and business issues, including automated Quality Monitoring/Scoring, which not saves our QA time but allows them to expand their reach focus on the calls and agents that need more support rather than "waste" time on the best calls. It's helpful for agent coaching to provide more regular, consistent, and objective feedback that allows for benchmarking, 2-way dialogue and tracking of trends and changes in patterns. The other use case is around the deep analytics and hidden insights that are derived via the search and analysis capabilities. It allows Team Leads and Supervisors to look up key words, understand changing themes and respond more quickly to internal and client questions around specific topics that without Call Miner would not have been feasible at all can be done in a few hours or in cases minutes. It has enabled more engaging questions from leadership and helps identify opportunities for improvement around process flow, training, the actual content (like call guides) and other trends.
Recommendations to others considering the product:
CallMiner is a customer-centric organization that aligns its Customer Success teams to their clients' success; if that's important to you, especially if your organization is lean or just embarking on your Conversational Analytics journey, you won't be disappointed.
Speech Analytics
What do you like best about the product?
I love being able to have categories but also having the capability of hiding them while reviewing a transcript. I love being able to send a transcript to another team if needed.
What do you dislike about the product?
The transcription needs much improvement. With a Marketing Call Center and dealing with guests who have accents or possibly a southern drawl, the transcript of the conversation barely matches most of them. Speech to text needs much improvement.
What problems is the product solving and how is that benefiting you?
Instead of having a team of 50 agents to review each call manually, it is fantastic to have the capability to have Call Minor mine the calls for Quality assurance and identify discrepancies in the QA when agents are required to follow a script. Having a software program that can do the work of 50 agents with a team of 5 is a better way and a cost-effective way to do business.
Recommendations to others considering the product:
Currently, I do not have any recommendations.
Great Benefits
What do you like best about the product?
Discover & Build. Creating syntax for specific agent's needs.
What do you dislike about the product?
CallMiner does not detect Early Hang Up and Mexican American accents.
What problems is the product solving and how is that benefiting you?
We can score agents' calls according to the proper procedures we have in place.
Recommendations to others considering the product:
Ask questions on setting up according to your business.
Call Miner Benefits
What do you like best about the product?
Call Miner has made a significant impact on our company by capturing the areas of opportunity that needed immediate attention. We have created syntax that best fits our business needs to be able to provide coaching when needed.
What do you dislike about the product?
It has been challenging detecting early hang-ups to score our calls correctly.
What problems is the product solving and how is that benefiting you?
The benefits we have found are that with CM all calls are scored according to the syntax we have created.
Recommendations to others considering the product:
Take good notes and ask a lot of questions.
Brand new here
What do you like best about the product?
The engagement from our support contacts
What do you dislike about the product?
I have no insight for improvements at this time as I haven't started working with CallMiner directly yet. Once we are up and running, I will be able to provide more insight.
What problems is the product solving and how is that benefiting you?
Once our account is activated, we intend to use CallMiner to assist us in improving customer experience throughout our Service Delivery team.
Excellent product!
What do you like best about the product?
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.
What do you dislike about the product?
Not much; I think the innovations answer updates are always well thought out.
What problems is the product solving and how is that benefiting you?
Customer service/experience. Workflow adherence.
showing 111 - 120