Video Reviews
CallMiner Eureka Changed Our Business Outcomes!
209 CallMiner Eureka Reviews
Overall Review Sentiment for CallMiner Eureka
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I like the customer-centric approach to onboarding and the ease of use to get started on the platform using Call Miner's solution packs. There is an amazing amount of technology that underpins the platform but the UI is streamlined and intuitive once you go through training and spend some time in the platform. Review collected by and hosted on G2.com.
It can feel overwhelming because there is so much flexibility to control/manage the many nuances of the platform, like scoring weights, time lags between words and many other elements that for new customers can get in the way of getting things moving. The saying that "perfection is the enemy of good" definitely applies here. Review collected by and hosted on G2.com.
I like pulling specific words and language around our goals throughout our organization and their departments. We can listen to calls from different teams, individuals and can quickly analyze speech. Scorecards are a great tool to help you measure the success of a program. The process takes time to learn and team but is not difficult. Improvements are constant and we are educated well by our AM. Review collected by and hosted on G2.com.
I wish that we could separate silence by channel or measure silence in the call by each channel compared to total speaking or call duration. Review collected by and hosted on G2.com.
I love that you can read the transcripts to further your discussion on ways to improve. The tools provides great insight into what associates say on 100% of their calls instead of a small few that may be manually chosen. Review collected by and hosted on G2.com.
If there was a way to adjust scoring or notate disputes or explanations for others to see, would be great. Review collected by and hosted on G2.com.
What I like best is the ability to quickly analyze calls for research purposes and finding trends. Review collected by and hosted on G2.com.
The downside of Eureka is the timing out when you have multiple tabs open. Review collected by and hosted on G2.com.
A couple of things. First super easy and intuitive to use. Second I really like the applications to coach staff. Specifically insight Review collected by and hosted on G2.com.
Actually, I understand the cost is high in comparison to other solutions Review collected by and hosted on G2.com.
CallMiner has been great for our call center in terms of improving customer service. We have built a World Class Call Score based on our mission. CallMiner has been able to help us really dive in and focus on the important pieces of the call and also empathy. Review collected by and hosted on G2.com.
The Hierarchy- it is awful. Very hard to use and needs constant updating. There needs to be an easier way to have staff updated on a continuous basis. Review collected by and hosted on G2.com.
I really like the QA feature, it makes looking at results easier and I can narrow down what is/is not working and refine my search from the same pag.e Review collected by and hosted on G2.com.
It takes a long time to search for bulk data. If I paste in 10k call ids I am waiting for a bit. Review collected by and hosted on G2.com.
That the program is "real time" and at any one moment I have an overview of what's happening across several offices. I especially like to be able to see the scripting on the open tile (which truly captures true to life and can indicate the need for an intervention with the agent). Review collected by and hosted on G2.com.
I'm not too fond of the scripting not being saved anywhere after the call ends. Review collected by and hosted on G2.com.
