CallMiner [Private Offer Only]
CallMinerReviews from AWS customer
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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.
Nourishing
What do you like best about the product?
Provide pure data, which helps drive your business forward
What do you dislike about the product?
Sometimes the load times feel like an eternity
What problems is the product solving and how is that benefiting you?
Identifying call drivers and quality indicators
Transformative Tool for BPO Call Center Efficiency
What do you like best about the product?
I truly value CallMiner Eureka for its transformative impact on our QA automation processes which we've been utilizing for about ten years. Its ability to measure customer experience meticulously, coupled with uncovering process efficiency opportunities, has been truly insightful. Furthermore, the general business intelligence insights, silence analysis, and compliance checks are of immense benefit, enhancing both our operational awareness and regulatory adherence. I particularly appreciate the comprehensive set of features, including customer call center journey analytics and call driver analysis that aid in detailed performance tracking. The platform’s features like category building, the library, content management, contextual search, and the AI assistant are notably compelling. They facilitate seamless integration into our workflow, proving vital in addressing client inquiries about how our BPO handles their call centers through providing valuable insights back to clients and customers. CallMiner also empowers us to enhance operational intelligence, making critical stakeholders aware of call issues and ensuring agent performance and process adherence. The integration capabilities with software like Analyze and Tableau are seamless, streamlining our operations. Having all customer conversations at our fingertips to search and quantify issues is an unmatched feature that affirms my continued preference for this tool, as evidenced by my high likelihood of recommending it with a perfect score of ten out of ten.
What do you dislike about the product?
I wish we could load content into the category builder section without having to leave and return to the library. Additionally, it would be helpful if from the library, categories could be opened and edited in a tab or similar feature, instead of having to reload the library each time.
What problems is the product solving and how is that benefiting you?
I use CallMiner Eureka for QA automation, improving customer experience, process efficiency, compliance, and providing operational intelligence on call issues and agent performance.
Eye opening possibilities utilizing CallMiner
What do you like best about the product?
There are multiple applications, from an agent coaching perspective, helping agents improve. From a business level, mining for insight in the data that you wouldn't know otherwise.
What do you dislike about the product?
Nothing that I can tell so far, I'm just beginning to analyze.
What problems is the product solving and how is that benefiting you?
We can mine for medical related calls and misses by agents. Also do deep doves into the data to inderstand segments of our calls. Finally to search the calls for issues that are not at the surface.
Listen to your customers
What do you like best about the product?
The ability to gather actionable insights from countless interactions
What do you dislike about the product?
Constant upsell tactics to take advantage of newer technologies
What problems is the product solving and how is that benefiting you?
Has helped us remain vigilant and ensure compliance. In addition is helping us improve our collector's core skills
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