CallMiner Eureka Reviews & Product Details - Page 10

I love being able to have categories but also having the capability of hiding them while reviewing a transcript. I love being able to send a transcript to another team if needed. Review collected by and hosted on G2.com.

The transcription needs much improvement. With a Marketing Call Center and dealing with guests who have accents or possibly a southern drawl, the transcript of the conversation barely matches most of them. Speech to text needs much improvement. Review collected by and hosted on G2.com.

I like the platform and the willingness to innovate Review collected by and hosted on G2.com.

I don't have any features I dislike, however transcription and specifically local dialect transcription could improve Review collected by and hosted on G2.com.

All of it! The potential of the system is incredible and I feel that I've only just scratched the surface Review collected by and hosted on G2.com.

The transcriptions could be more accurate but I know it will only get better with time Review collected by and hosted on G2.com.

Platforms, services, conferences, sharing similar of businesses to make us better (synergy), like mind individuals can meet with similar struggles and successes to use their product for multiple situations. CallMiners SD assist our company in getting back our ROI, employees have so much patience and problem solvers for all lines of business. Again I can go on and on! :) Review collected by and hosted on G2.com.

Not much areas of dislikes since improving ON DEMAND options and documentation to assist in winning your upper management with viewable data and videos to provide visual goals. Review collected by and hosted on G2.com.

I like the user friendly layout of the Analyze tool as well as the Coach dashboard. Other tools that i have used do not have as intuitive layouts as CallMiner has produced. I also like the new auto category dev toll that is being made available soon. This will help shorten build times and ENHANCE builds with suggesting common words used around your searched item. Review collected by and hosted on G2.com.

The overall category validation process is difficult. Where other tools have a process to "accept" and "reject" calls based on validity and context, you have to perform this process as an independent process and then use aliasing as the process to remove words that are false positives. I also have an issue with the transcription accuracy levels on the tool. Right now, they have a measure that indicates the Average Confidence of the transcription (how accurate is the transcribing of the audio to words) this is great but ultimately a customer doesn't understand why their calls are coming in so low and having misses in transcription. It would be VERY helpful if there was a measure that clearly indicated Audio issues, Connection Issues, Muffled Voices etc. that would help guide the customer to understand what is within the Tools and Analysts control and what is outside their control and the responsibility of the vendors IT group/Agents. Review collected by and hosted on G2.com.

I love the insight that you can gain from using callminer Review collected by and hosted on G2.com.

The downside is sometimes when going back to the call selection it goes to the beginning and you have to wait for the calls to load again. Review collected by and hosted on G2.com.

CallMiner is helpful with allowing our compliance department monitor calls that are happening within our organization so we know what areas need to be improved with our agents and mistakes that are made are brought to our attention so we can get them fixed. Review collected by and hosted on G2.com.

Theres not much of anything to dislike about CallMiner. However, there can always be improvement with any software. Review collected by and hosted on G2.com.

Insights into calls that we otherwise wouldn't have the time to flag for issues. APIs that are included are great for out of the system analytics if that's your jam! I know we utilize this for several of our campaigns in which we have to determine what calls we would like to send to a partner for calibration sessions. Review collected by and hosted on G2.com.

Eureka can be hard to search at first, but with a bit of effort, you can remember the syntax to get searching with the best results. Review collected by and hosted on G2.com.

The out of the box capabilities. Saves time Review collected by and hosted on G2.com.

I don't really have any downsides it's a very good product Review collected by and hosted on G2.com.

The power of post-mining and API to integrate with the external application is the most rewarding feature of the CallMiner Speech platform. The recent addition of Illuminate is big plus as it helps us create contents at a great accuracy and speed.

Use cases which would help future developments on collector effectiveness and consumer segmentation post utilizing API

Utilizing robust reporting structures in place of standard subscriptions

How do we determine what caused the consumer’s language

How do we differentiate between the expected and unexpected behaviors

How do we sequence the required behaviors and also identifying conditional behaviors

Measuring the frequency of the unexpected behaviors

Evaluate confidence, clarity & risk level

Purpose driven programming approach Review collected by and hosted on G2.com.

CallMiner could improve the Scorecard feature. I have been using CallMiner for over five years, and in case I have any dislike, the CallMiner team either build that in the platform or provides us guidance on working outside the venue. Review collected by and hosted on G2.com.