CallMiner [Private Offer Only]
CallMinerReviews from AWS customer
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Good product
What do you like best about the product?
It allows to visualize big data better to make better predictions. Also I leverage bigger amount of data and it is easy to use
What do you dislike about the product?
Can be overwhelming at first, someone has to teach you how to use the programe
What problems is the product solving and how is that benefiting you?
Allows better visualization, able to analyze the data more clearly
Excellent Speech Analytics tool that helps you identify specific scenarios for regulatory feedback.
What do you like best about the product?
I like the ability to target specific regulatory scenarios to help provide feedback to agents on how to handle them.
What do you dislike about the product?
The difficulty working with our IT department on getting the right metadata into the tool
What problems is the product solving and how is that benefiting you?
We are helping our agents better recognize regulatory risks and respond to them in the appropriate way. This benefits us by lowering our overall regulatory risk.
Recommendations to others considering the product:
Ensure that you work to get the correct metadata into the system in order to help you be as successful as possible using it.
Great Program for Call Center Analytics
What do you like best about the product?
I love the ability to monitor our agents during the day and practically coach live on how their performing. Also, the search functions are very easy to maneuver and use to filter results.
What do you dislike about the product?
There are times when I'm needing something rather quickly and the screens don't advance as quickly as I wish they would, but that's more my impatience more than a program error. I can't really think off-hand of a "dislike".
What problems is the product solving and how is that benefiting you?
Voice of Customer is huge for us. Also, the quality of our agents' phone calls as well as talk time, hold time, percent silence, etc.
CallMiner Listen 2024
What do you like best about the product?
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.
What do you dislike about the product?
More advanced sessions/advanced QA brainstorm sessions. The more tenured attendees working with CallMiner want more workshop time with other QAs or CallMiner staff
What problems is the product solving and how is that benefiting you?
N/A Consulting for client needs
Great omnichannel analytics platform
What do you like best about the product?
I like that CallMiners products are so robust. In addition the team at CallMiner really listen to their clients and do a great job at implementing more robust options in the platform.
What do you dislike about the product?
When I was a newer analyst it was a lot to be able to grasp. Having the ability to segment off and restrict some areas for new analysts might help them learn faster.
What problems is the product solving and how is that benefiting you?
Reducing AHT, decreasing silence, identifying call flow issues, compliance managment, operational increases.
Great Features and Support
What do you like best about the product?
Eureka is extremely versatile and when used correctly can provide a wealth of information across multiple areas.
What do you dislike about the product?
There are so many ways Eureka can be used, it's sometimes daunting and difficult to figure out what to work on and the most effective way to tackle a problem. Customer Success Directors are as helpful as they can be, but if they are not familiar with your industry, they don't always know how to help you with your challenges.
What problems is the product solving and how is that benefiting you?
Eureka is being used to replace some of our manual QC testing as well as provide other feedback not looked at before like how much silence is on a call, showing wasted productivity in a different manner.
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