CallMiner [Private Offer Only]
CallMinerReviews from AWS customer
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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. CallMiner helps to get VoC directly from customer conversations and not just surveys.
What do you dislike about the product?
There is a lack of customizability that I wish there was. However, CallMiner is very receptive to ideas and updates and is consistently updating.
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. We have utilized CallMiner across the organization and are providing insights not just to the contact center but to other business units as well!
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.
Empowers Conversational Intelligence with Ease
What do you like best about the product?
I find CallMiner Eureka invaluable for our operations as it robustly supports us in various areas, including QA automation, sales effectiveness, and monitoring customer experience trends while ensuring compliance through audits. This comprehensive suite of functionalities not only helps us streamline operations but also allows us to deliver smarter, more valuable solutions on behalf of our end clients, enhancing their satisfaction and outcomes. The solution's analysis capabilities are particularly useful, as they provide us with insights that drive improvements and efficiencies in our service delivery. Furthermore, CallMiner integrates seamlessly with other essential systems such as Genesys Cloud CX, Genesys PureConnect, and Tableau, creating a unified and efficient workflow. Even though I wasn't directly involved in the initial setup, I understand that it was not overly challenging to implement, which speaks to the solution's flexibility and user-friendliness. Knowing that CallMiner Eureka remains a leader in the industry gives me confidence in its future relevance and continued innovation. Additionally, my positive experiences and the substantial value it brings make me highly inclined to recommend it to others, as reflected in my perfect recommendation score.
What do you dislike about the product?
I find the ease of use for our end clients to be lacking. Should they choose to use the service on their own, I think it could be more intuitive or user-friendly.
What problems is the product solving and how is that benefiting you?
I leverage CallMiner for QA automation, sales effectiveness, and monitoring customer experience trends, providing smarter, more valuable solutions for our clients and their customers.
Great Networking opportunity
What do you like best about the product?
simplicity to use software. Great customer support
What do you dislike about the product?
there is nothing to dislike about the product
What problems is the product solving and how is that benefiting you?
mitigation of risk
Great and informative conference.
What do you like best about the product?
Ease of use in Eureka and the premade categories.
What do you dislike about the product?
I wish coach find was a bit more intuitive.
What problems is the product solving and how is that benefiting you?
Automate QA and also we have been able to gain far more insight into what our customers are saying
Very informative listening to how others in the industry use CallMiner and what’s on the roadmap
What do you like best about the product?
The ability to find and trend topics and send coaching insights. API
What do you dislike about the product?
No specifics. I would like more information on specifics offered in solution's packages
What problems is the product solving and how is that benefiting you?
Quality Assurance, control, and trending
Moving and reinforces the value of better insight
What do you like best about the product?
Data, insights, expanding capabilities. They are innovators and it'll help us provide a better customer experience.
What do you dislike about the product?
More a dislike about my own lack of education around effectively using call miner
What problems is the product solving and how is that benefiting you?
Improving the customer experience and CSR behaviors
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