CallMiner [Private Offer Only]
CallMinerReviews from AWS customer
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A speech analytics solution that delivers what it promises
What do you like best about the product?
Extremely flexible/customizable to fit any use case you can throw at it, If it happens on the call, CallMiner can identify and measure it.
What do you dislike about the product?
Every Analyze user has their own metadata display settings and personal dashboard and there's no way to govern those settings from a higher level. So setting up identical views and display settings for a group of users is extremely cumbersome.
What problems is the product solving and how is that benefiting you?
Identifying customer pain points, opportunities for process improvement. Reducing repeat calls. Identifying call drivers. Improving sales and compliance adherence.
CallMiner stays ahead of technology and staff is always there for their customers.
What do you like best about the product?
Quick insight to call centers. Employees to help best use product. Annual user conference
What do you dislike about the product?
In my experience, there has not been anything to dislike
What problems is the product solving and how is that benefiting you?
Messaging Analytics
Great tool to automate call grading
What do you like best about the product?
I like the many different functions that come with call miner. There are a variety of different ways the software can be used and it also allows you to combine your categories to create a scorecard.
What do you dislike about the product?
Call miner does have things it could improve upon. sometime the words get mis transcribed which causes certain categories to not populate. An agent could have done everything right but they can get hit due to something out of their control.
What problems is the product solving and how is that benefiting you?
Call miner is automating call listening for us. This allows us to take people away from manually listening to call. Also it allows us to grade a larger number of calls.
Still learning but finding flaws
What do you like best about the product?
The ability to quickly skim the contents of a call to look for key components. The ability to grade a call within CallMiner and share results with Agents & Leads.
What do you dislike about the product?
The inability to bookmark a search/category is so frustrating; I have to go through the motions every time. The auto-log out feature after 30 minutes is too short. The program is not user friendly without sufficient training.
What problems is the product solving and how is that benefiting you?
CM is helping us automate our grading rubric to allow us to analyze quality on more calls per agent per month. This gives us a grander scope of quality assurance.
CallMiner Review
What do you like best about the product?
The CallMiner team is very friendly, helpful and easy to get a hold of. The team has a good sense of direction and they try their best to accommodate our requests.
What do you dislike about the product?
I would like it if the team was able to provide us updates on our ideas/requests more often to ensure that no idea/initiative is forgotten.
What problems is the product solving and how is that benefiting you?
Behavior assessment syntax will enable the system to score interactions based on our behavior rubric, along with several ideas submitted.
Great Coaching Tool
What do you like best about the product?
I like the fact that there's a tool that can score a chat/call/email for my consultants that I can then utilize during my 1:1 coaching sessions with each member of my team.
What do you dislike about the product?
I wish that the tool allowed the consultant to see their specific chat interactions, without relying on me to review the transcript on my side and sharing my screen.
What problems is the product solving and how is that benefiting you?
It takes away the guess work on how a conversation is performing. I think it's obvious that customer interactions can be subjective between each consultant and/or manager. This takes away the guessing.
Matt Glennon NewDay USA
What do you like best about the product?
Easily able to review our companys calls. Easy to navigate as well
What do you dislike about the product?
Sometimes loads a little slow when a lot of data is being computed.
What problems is the product solving and how is that benefiting you?
It is helping our business navigate our compliance and sales techniques with ease.
Helpful Insights into Trends and Performance
What do you like best about the product?
Easy to use for management, analysts, and call center agents alike which helps to keep everyone aligned and aware of trends and performance
What do you dislike about the product?
Timing out when you have multiple tabs open can be frustrating
Having multiple Search tabs open can also cause the system to load the wrong data
Having multiple Search tabs open can also cause the system to load the wrong data
What problems is the product solving and how is that benefiting you?
Using Callminer has given us governance over all of calls thus we can identify performance trends and provide feedback all inside of one system
Very useful insights on trends and performance
What do you like best about the product?
The ability to create a variety of useful categories that are tailored to our needs.
What do you dislike about the product?
The auto accuracy isn't always the best, which means sub categories are required for common phonetics.
What problems is the product solving and how is that benefiting you?
Agent performance and be hard to track how often training is used. Calling allows us the ability to check whether their training is being used and utilised correctly and whether this is having a positive or negative effect.
Recommendations to others considering the product:
Think about the wider picture and what can be influenced by your work.
Very self explanatory. Great user interface
What do you like best about the product?
The out of the box capabilities. Saves time
What do you dislike about the product?
I don't really have any downsides it's a very good product
What problems is the product solving and how is that benefiting you?
Reducing AHT times and identifying call handeling skills
To reduce it
To reduce it
Recommendations to others considering the product:
Get it and start reaping the the rewards
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