CallMiner [Private Offer Only]
CallMinerReviews from AWS customer
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Organized Information
What do you like best about the product?
Just being able to run the meta data and being able to apply the analysis.
What do you dislike about the product?
I can't think of one.. because I believe what callminer can do for a business is up to me
What problems is the product solving and how is that benefiting you?
We are able to identify and capture the aspects that our agents are missing
User Friendly Speech analytics
What do you like best about the product?
CallMiner Eureka is easy to learn - very user friendly,
What do you dislike about the product?
I really wish the reporting aspects were better. It would also be nice to be able to bundle multiple categories together to pull one single report.
What problems is the product solving and how is that benefiting you?
Multiple problems; anywhere from what promos are effective and being offered, to what are the customers saying.
The CallMiner platform has improved our understanding of the customer experience.
What do you like best about the product?
The platform is pretty simple to use once you get the hang of it.
What do you dislike about the product?
I don't have the full compliment of CallMiner features, which limits me somewhat.
What problems is the product solving and how is that benefiting you?
CallMiner helps make sure agents are accountable to answer calls, maintain engagement, and comply with specific phrasing metrics.
LISTEN2024
What do you like best about the product?
Trending information and insights on our customers and representatives.
What do you dislike about the product?
Our company has mini call centers versus one main centers and we are not scripted, so it's a bit challenging.
What problems is the product solving and how is that benefiting you?
Trending information regarding missed opportunities so we can work with representatives.
Great for trending
What do you like best about the product?
System assists us in locating and reporting on trending occurrences in the company.
What do you dislike about the product?
Some of our uses are unique which makes it hard to capture.
What problems is the product solving and how is that benefiting you?
It has replaced our manual process of call monitoring. We previously were only capturing less then 10% of our business.
CallMiner’s Setup Experience
What do you like best about the product?
We have a lot more tools at our fingertips than before to understand insights and trends for our callers complex needs.
What do you dislike about the product?
As an analyst, there's a significant loading time it takes to learn how to use the system before you're able to pull any insights.
What problems is the product solving and how is that benefiting you?
Automating our quality scores for call, tracking and trending hidden insights from our calls.
Great Product
What do you like best about the product?
Being able to categorize calls and mine for information that can help contact centers improve sales, retain customers, and help to mitigate integrity risks is a game changer and Call Miner does it!!
What do you dislike about the product?
All of the extra great things that can take Call Miner to the next level are add ons and cost extra money. Additionally, the initial set up with writing Syntax etc... is not very easy
What problems is the product solving and how is that benefiting you?
Helping to mitigate integrity risks to my organization
Key component to operational success
What do you like best about the product?
I like the flexible abilities it has to review call content from many angles. It is easy to use at a basic functionality standpoint.
What do you dislike about the product?
We have had issues with getting about 30% of recordings to work well with CallMiner Eureka. Also beyond basic queries it can be hard to dig into specific areas of interest
What problems is the product solving and how is that benefiting you?
Allows me to track trends and pair with survey data. Also allows me to track and review key QA components
Quality
What do you like best about the product?
Wide span of search filters, ability to search by customer or agent phrases
What do you dislike about the product?
Would be cool if everything we could do in Analyze is available in Coach.
What problems is the product solving and how is that benefiting you?
Wider range of search
Great product and partner that is helping us transform customer experience.
What do you like best about the product?
Product continues to innovate and make the end user experience easier.
What do you dislike about the product?
User interface is not as intuitive or easy to use as other AI tools (eg, Gemini or ChatGPT)
What problems is the product solving and how is that benefiting you?
Improving efficiency and customer experience. Helping avoid compliance issues, and driving FCR and improved CX.
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