CallMiner [Private Offer Only]
CallMinerReviews from AWS customer
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Put in the sweat equity
What do you like best about the product?
The ability to "listen" to 100% (or nearly 100%) of your calls
What do you dislike about the product?
Not that I dislike it, but be ready to put in some work to set it up.
What problems is the product solving and how is that benefiting you?
We are currently focused on new business calls to increase our agents effectiveness
Great information and very engaging CallMiner associates
What do you like best about the product?
Getting other customers insights, best tips and practice. Helpful tips on how to leverage CallMiner resources
What do you dislike about the product?
Nothing, so far I loved the sessions that I have attended and the CallMiner team
What problems is the product solving and how is that benefiting you?
Compliance and how to measure customer satisfaction
Educational
What do you like best about the product?
Ability to identify the hidden insights using topic miner to determine the common areas mentioned
What do you dislike about the product?
Sometimes can be challenging to convince the client of the benefits of directional data
What problems is the product solving and how is that benefiting you?
Identifying pain points in the customer experience Cost saving
Great Partner and a Good Product
What do you like best about the product?
The customer support we get from callminer and the level of attention they give to every client is absolutely mindboggling. They intently listen to your usecases suggest effective product features and solutions and they are also humble enough to acknowledge solution gaps and provide us ability to influence their roadmap. We have direct access to their product and consulting teams who
Put client satisfaction as their #1.
Put client satisfaction as their #1.
What do you dislike about the product?
The only thing that I wish they did was to get AI embedded into their solutions faster. They can market their AI spin off differently from their traditional offerings that helps change perspectives of long time users. Unsupervised learning aspects is the key that we feel callminer could do a little better
What problems is the product solving and how is that benefiting you?
Quality scorecards , topic miner insights to what our contacts are about, quick spin off of fraud detection use cases
Great Knowledge Received
What do you like best about the product?
Category Building and creating scores that can be used to review overall calls and determine who needs coaching based on the score
What do you dislike about the product?
There's nothing I dislike about the CallMiner platform.
What problems is the product solving and how is that benefiting you?
Help identifying repeat call, behavior related calls and coaching needs.
Listen Conference 2023
What do you like best about the product?
Being able to analyze, test, and evaluate as well as make changes as needed.
What do you dislike about the product?
Can be overwhelming with so much on the screen
What problems is the product solving and how is that benefiting you?
Helping us to drill down to produce more positive outcomes for customers.
Helpful
What do you like best about the product?
It's very helpful to pinpoint opportunity and also what we do well to recognize those that deserve the spot light.
What do you dislike about the product?
That we don't have real time but that's on us.
What problems is the product solving and how is that benefiting you?
Helping shape our new QA program, helping us improve our service and capture behavior patterns we could not before.
Exceptional software and service
What do you like best about the product?
Leading edge technology that gives you current insights into customer and associate interactions.
What do you dislike about the product?
Honestly, this year there have been so many new addition and improvements to the platform, I don't have anything specific to advise on. The dashboards are great.
What problems is the product solving and how is that benefiting you?
We launched earlier last year are in our multi department roll out. It has improved efficiency already by approximately 1.5 FTE while allowing us to cover 100% of our calls. Since this time we are building dashboards in the beta and are excited about visualization efforts for displaying the data/insights.
It is very versatile’
What do you like best about the product?
Call miner Eureka has a lot of nuances that comes with it , so it's a forever learning experience which can be a bit frustrating at times . However , there is a lot you can leverage with call miner because they are not black and white .
What do you dislike about the product?
All of the different nuances and gray areas.
What problems is the product solving and how is that benefiting you?
It is helping us regulate our servicing side and being able to touch more calls that we are not able to do with our QA team
CallMiner Experience
What do you like best about the product?
It provides us with insights that we wouldn’t have had before and allows the business to deep dive into performance against specific areas
What do you dislike about the product?
System log out after a certain time, particularly when using command post or coach
What problems is the product solving and how is that benefiting you?
We are using Coach to engage our consultants, improve the customer journey, reduce complaints and identify vulnerability
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