CallMiner [Private Offer Only]
CallMinerReviews from AWS customer
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Endless possibilities
What do you like best about the product?
Callminer holds endless possibilities as any other tech provides nowdays but key thing how you use it and how proactive you are to get the best use case by applying different perspectives in modelling to get best results out of it
What do you dislike about the product?
can be more user friendly at the moment lacking it's peers in the market
What problems is the product solving and how is that benefiting you?
Customer & Agent Behavior alongs Demand trends
Lifechanging and work hack
What do you like best about the product?
It can be capable of 80 to 100% review of interactions with customers which gives insights how the frontfacing team is performing
What do you dislike about the product?
It needs to have a holistic approach including correction of the error found
What problems is the product solving and how is that benefiting you?
Compliance review
The BEST Conversation Intelligence platform on the market!
What do you like best about the product?
I love the ability to develop and launch a full-fledged AI QA Evalualtion Scorecard
What do you dislike about the product?
Price of integrating the platform with our ACD
What problems is the product solving and how is that benefiting you?
Replacing manual QA, providing business and agent insights, trends over time and improving PSSR
It was amazing and definitely better than I expected.
What do you like best about the product?
The information we received and the interaction between other companies using Call Miner was such a huge benefit. Call Miner has really thought out how to get the most out of Listen where the participants go away with an abundance of information that the next day you can start using.
What do you dislike about the product?
Getting it in real time would be beneficial.
What problems is the product solving and how is that benefiting you?
Call Miner has an ease of implementation. We can correct an issue with a quick turn around time and the number of features is an added benefit.
Call Miner Eureka
What do you like best about the product?
Eureka allows you to identify both what is and what isn't happening on your calls. It allows you to search as hoc or to create categories and build scorecards to monitor agent performance. No limit on categories or scorecards either.
What do you dislike about the product?
It would be really helpful if you could work out of more than one browser at a time. Often times when you're looking at categories that contain other categories and are making adjustments it would be advantageous to have more than one browser open.
What problems is the product solving and how is that benefiting you?
We use it for compliance, agent call responsibility, customer experience and regulatory concerns primarily.
Game Changer
What do you like best about the product?
We have seen first hand the transformative impact Call Miner has on understanding our customer interactions.
The automated scorecards are a game changer in improving agent performance.
Eureka's redaction capabilities ensure customer data is handled securely.
The automated scorecards are a game changer in improving agent performance.
Eureka's redaction capabilities ensure customer data is handled securely.
What do you dislike about the product?
This isn't necessarily a downside of the tool however the tool does have a considerable learning curve requiring certain skill sets for standing up. This being said, there continues to be enhancements and the support from the call miner is extremely helpful.
What problems is the product solving and how is that benefiting you?
Regulatory and Compliance Monitoring: It ensures adherence to industry standards and legal requirements, significantly reducing the risk of non-compliance and the potential for fines or legal issues.
Voice of the Customer Analysis: By analyzing customer interactions, the tool provides insights into customer needs and preferences, leading to enhanced customer satisfaction and loyalty.
Agent Performance and Coaching: It helps in evaluating and improving agent performance, facilitating targeted coaching to develop a more effective and efficient customer service team.
Sales Enhancement and Coaching: The tool also focuses on improving sales strategies by analyzing customer interactions, enabling tailored coaching for sales teams to boost sales effectiveness and efficiency.
Voice of the Customer Analysis: By analyzing customer interactions, the tool provides insights into customer needs and preferences, leading to enhanced customer satisfaction and loyalty.
Agent Performance and Coaching: It helps in evaluating and improving agent performance, facilitating targeted coaching to develop a more effective and efficient customer service team.
Sales Enhancement and Coaching: The tool also focuses on improving sales strategies by analyzing customer interactions, enabling tailored coaching for sales teams to boost sales effectiveness and efficiency.
Callminer is a must have
What do you like best about the product?
Usability, creativity, value, and insightfulness.
What do you dislike about the product?
There is a lack of customizability that I wish there was.
What problems is the product solving and how is that benefiting you?
We are using callminer to understand the conversations that are happening with our customers. From being able to review maybe 1% of contacts to now being able to review every contact, callminer has helped to open our eyes in regards to coaching opportunities as well as give the business insights.
Love Callminer for it's flexibility and customization
What do you like best about the product?
Compared to other speech analytics systems it offers tons of flexibility. I can build my own categories using my own syntax with very few limitations in how the syntax is structured. I'm not limited to using pre built stuff.
What do you dislike about the product?
While I love the flexibility callminer has, that means it's not particularly simple to use and category building can be a very long process. We have also had many ingestion issues and Metadata issues which causes headaches.
What problems is the product solving and how is that benefiting you?
Mainly used to monitor compliance. Provides a larger picture of agents compliance habits, rather than judging based on randomly pulled calls.
CallMiner brings the data
What do you like best about the product?
The amount if data our organization has access to now.
What do you dislike about the product?
Programing requires coding which we weren't expecting. However CallMiner provided extense training and we have sucessfully transitioned our team.
What problems is the product solving and how is that benefiting you?
Reducing manual QA while automatically scoring across ~99% of our total call volume. Also it gives us insights into data we have never had prior.
Great event
What do you like best about the product?
Networking, workshops providing actual use cases
What do you dislike about the product?
Not enough use case demos, lack of discussion board in the app
What problems is the product solving and how is that benefiting you?
Qa automation and deeper insights into customer engagement
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