CallMiner expanded our visibility into our interactions, allowing us to review calls more efficiently and automate our QA processes. W Review collected by and hosted on G2.com.
We are enjoying the product and do not have many issues with it. Review collected by and hosted on G2.com.
Video Reviews
CallMiner Eureka Changed Our Business Outcomes!
208 out of 209 Total Reviews for CallMiner Eureka
Overall Review Sentiment for CallMiner Eureka
Log in to view review sentiment.
I've been using CallMiner for 5 or more years now, and I’m extremely impressed with its ability to analyze customer interactions. The CallMiner tool offers powerful speech analytics that help us gain valuable insights from both voice and text data. The transcription accuracy is good, making it easy to search through thousands of calls quickly.
One feature I particularly love is the sentiment analysis. It helps identify customer emotions during calls, which is incredibly valuable for understanding their concerns and improving our service. The analyze dashboard is intuitive, and I’ve found the customizable reporting features to be extremely useful for sharing insights with different teams and clients. Review collected by and hosted on G2.com.
While the transcription and sentiment analysis are generally strong, there are occasional instances where the accuracy isn't 100%, leading to potential misinterpretations or missed insights, particularly with complex or noisy audio. Review collected by and hosted on G2.com.
Best thing about CallMiner is that CallMiner team has been putting there experiences and learning with their innovative product enhancements to make the tool better for their end user. The team listens to our feedback, since we are the end users and that is great. CallMiner team has their roadmap for the next year ready and we are exited to see the enhancement and product launches very soon. Review collected by and hosted on G2.com.
I can't think of any, cause CallMiner team both the CSD and BA has assisted us throughout our Journey with them. Review collected by and hosted on G2.com.
CallMiner Eureka provides us with valuable and actionable insights around Agent and Customer opportunities. There is an abundance of data available to be able to identify and drive performance and process improvements. CallMiner also supports a large number of integrations with other technology partners. Review collected by and hosted on G2.com.
It takes time for users to become truly proficient with the CallMiner Eureka platform. On the positive side, CallMiner has a great set of supporting resources to help. Review collected by and hosted on G2.com.
Leading edge technology that gives you current insights into customer and associate interactions. Review collected by and hosted on G2.com.
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. Review collected by and hosted on G2.com.
I like the flexible abilities it has to review call content from many angles. It is easy to use at a basic functionality standpoint. Review collected by and hosted on G2.com.
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 Review collected by and hosted on G2.com.
CallMiner does something other competitors don't - it enables the people who us it to drive the insights, instead of just providing a blanket level of feedback that may or may not be relevant to your business Review collected by and hosted on G2.com.
Sometimes, the rate that these changes come causes some slight system instability. Usually it's resolved relatively quickly though. Review collected by and hosted on G2.com.
The ability to communicate with other like minded analysts for additional perspective and/or seeing what others have been working on and provide ideas to take back with me. Review collected by and hosted on G2.com.
More advanced sessions/advanced QA brainstorm sessions. The more tenured attendees working with CallMiner want more workshop time with other QAs or CallMiner staff Review collected by and hosted on G2.com.
Trending information and insights on our customers and representatives. Review collected by and hosted on G2.com.
Our company has mini call centers versus one main centers and we are not scripted, so it's a bit challenging. Review collected by and hosted on G2.com.
Product continues to innovate and make the end user experience easier. Review collected by and hosted on G2.com.
User interface is not as intuitive or easy to use as other AI tools (eg, Gemini or ChatGPT) Review collected by and hosted on G2.com.
