CallMiner Eureka
Editedit
Play Video
CallMiner Eureka
By CallMiner
Show rating breakdown
4.5 out of 5 stars
See all 209 CallMiner Eureka reviews
Save to My Lists
Paid
Claimed
This profile has been claimed and optimized by CallMiner Eureka.
Optimized profiles are more likely to have the most up-to-date content, fast response times, current pricing, and more.
Schedule a Demo Right Now
Optimized for quick response

CallMiner Eureka Reviews & Product Details - Page 13

Editadmin

CallMiner Eureka Overview

Editedit
What is CallMiner Eureka?

CallMiner is the global leader in conversation intelligence to improve customer experience (CX). By combining deep domain expertise with cutting edge artificial intelligence (AI) technology and machine learning, CallMiner delivers the industry’s most comprehensive platform to analyze omnichannel customer interactions at scale, empowering organizations to unlock the value of the contact center and improve CX enterprise-wide. The CallMiner platform analyzes every voice and text-based interaction at the deepest levels, including unsolicited feedback, such as contact center interactions, and solicited feedback, like customer surveys. By interpreting nuance and identifying patterns and traits, organizations can shed light on new areas of opportunity, from agent performance and operational efficiency to product innovation and marketing and sales effectiveness. Automated scoring, emotion metrics, AI-driven topic discovery and more compels action and improvement within the contact center and beyond. Qualitative data from your contact center is a vast resource for understanding your most impactful bottom-line issues. The challenge is converting vast volumes of audio and text-based data into actionable insight. CallMiner’s conversation intelligence platform accomplishes this by: • Collecting structured and unstructured data from 100% of customer interactions • Using AI and ML to uncover insights, such as customer sentiment or satisfaction • Using deep intelligence to encourage action with data-driven confidence CallMiner’s product suite spans post-interaction and real-time analytics. CallMiner also delivers a robust Solutions Catalogue, with pre-built analytics content that maximizes the ability to automatically mine critical insights of a particular business use case while minimizing the time, effort, and cost to uncover insights. CallMiner is trusted by the world’s leading organizations across all major verticals including technology, media and telecom (TMT), retail, manufacturing, financial services, healthcare, and travel and hospitality.

CallMiner Eureka Details
Product Website
Discussions
CallMiner Eureka Community
Languages Supported
Arabic, German, English, French, Hebrew, Hindi, Italian, Japanese, Korean, Malay, Dutch, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Thai, Chinese (Simplified)
Show LessShow More
Product Description

CallMiner Eureka is a solution that helps call centers through text and speech analytics and insights from automated analysis of communications between you and your customers across multiple channels.

How do you position yourself against your competitors?

With deep industry experience and billions of hours of conversations mined, CallMiner delivers exceptional value to customers through highly effective analytics solutions. Using AI-powered solutions and hands-on customer success guidance, CallMiner helps businesses move from siloed information gathering to deep understanding and powerful action in the contact center and enterprise-wide. CallMiner is at the forefront of innovation, empowering organizations to drive transformational business change across a wide range of functions.

The CallMiner platform is regularly recognized as an industry-leading solution. CallMiner was named Automation Solution of the Year at the CCW Excellence Awards in 2021 and 2023, as well as runner up for Workforce Innovation of the Year in 2022. CallMiner is regularly named a leader in Speech Analytics, based on customer reviews on G2, including for 10 consecutive quarters. CallMiner was also recognized by The Boston Globe as a Top Place to Work in Massachusetts in 2021 and 2022.

Seller Details
Seller
CallMiner
Company Website
Year Founded
2002
HQ Location
Waltham, MA
Twitter
@CallMiner
3,249 Twitter followers
LinkedIn® Page
www.linkedin.com
288 employees on LinkedIn®
Description

CallMiner is the global leader in conversation intelligence to drive better customer experience, operational efficiency and business improvement. Powered by artificial intelligence and machine learning, CallMiner delivers the industry’s most comprehensive platform to analyze omnichannel customer interactions at scale, allowing organizations to interpret sentiment and identify patterns to reveal deep understanding from every conversation. By connecting the dots between insights and action, CallMiner enables companies to identify areas of opportunity to drive business improvement, growth and transformational change more effectively than ever before. CallMiner is trusted by the world’s leading organizations across retail, financial services, healthcare and insurance, travel and hospitality, and more.

PB
Overview Provided by:
Paul Beaudoin

Recent CallMiner Eureka Reviews

NA
Nikka Marie A.Enterprise (> 1000 emp.)
5.0 out of 5
"Callminer is a powerful speech analytics tool."
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 too...
Read more
Verified User
A
Verified UserMid-Market (51-1000 emp.)
5.0 out of 5
"Callminer is a must have"
Usability, creativity, value, and insightfulness.
Read more
DD
Dari D.Mid-Market (51-1000 emp.)
5.0 out of 5
"CallMiner Eureka has given us access to data we never had before!"
CallMiner Eureka provides us with valuable and actionable insights around Agent and Customer opportunities. There is an abundance of data available...
Read more
Security Badge
This seller hasn't added their security information yet. Let them know that you'd like them to add it.
0 people requested security information

CallMiner Eureka Media

CallMiner Eureka Demo - New User Interface
We've updated and modernized our UI, making it more visually appealing
CallMiner Eureka Demo - New User Interface
We've updated and modernized our UI, making it more visually appealing
CallMiner Eureka Demo - Solution Catalogue and Pass
Unlock the full catalogue and discover, activate & combine solutions
CallMiner Eureka Demo - Solution Setup Accelerator: Step One
A 3-step process makes it easy! Step One: Define the Scores you want to Measure
CallMiner Eureka Demo - Solution Setup Accelerator: Step Two
A 3-step process makes it easy! Step Two: Choose your Display Settings
CallMiner Eureka Demo - Solution Setup Accelerator: Step Three
A 3-step process makes it easy! Step Three: Deploy them through the Platform
Play CallMiner Eureka Video
Play CallMiner Eureka Video
Play CallMiner Eureka Video
Play CallMiner Eureka Video
Play CallMiner Eureka Video
Editedit

Official Downloads

Answer a few questions to help the CallMiner Eureka community
Have you used CallMiner Eureka before?
Yes

Video Reviews

Review by Marvie W.
CallMiner Eureka review by Marvie W.
Play CallMiner Eureka review by Marvie W.
CallMiner Eureka Changed Our Business Outcomes!
See all video reviews

209 CallMiner Eureka Reviews

4.5 out of 5
The next elements are filters and will change the displayed results once they are selected.
Search reviews
Popular Mentions
The next elements are radio elements and sort the displayed results by the item selected and will update the results displayed.
Hide FiltersMore Filters
The next elements are filters and will change the displayed results once they are selected.
  • Company SizeExpand/Collapse Company Size Filter
  • User RoleExpand/Collapse User Role Filter
  • CategoryExpand/Collapse Category Filter
  • IndustryExpand/Collapse Industry Filter
  • RegionExpand/Collapse Region Filter
The next elements are filters and will change the displayed results once they are selected.
  • Sort By:
    G2 Sort
209 CallMiner Eureka Reviews
4.5 out of 5
  • Sort By:
    G2 Sort
209 CallMiner Eureka Reviews
4.5 out of 5
  • Sort By:
    G2 Sort

CallMiner Eureka Pros and Cons

How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Cons

Overall Review Sentiment for CallMiner EurekaQuestion

Time to Implement
<1 day
>12 months
Return on Investment
<6 months
48+ months
Ease of Setup
0 (Difficult)
10 (Easy)
Log In
Want to see more insights from verified reviewers?
Log in to view review sentiment.
G2 reviews are authentic and verified.
Here's how.
Verified User in Research
UR
Small-Business(50 or fewer emp.)
More Options
Validated Reviewer
Verified Current User
Review source: G2 invite
Incentivized Review
(Original )Information
What do you like best about CallMiner Eureka?

It is easier to use than reviewing thousands of tickets by hand. Review collected by and hosted on G2.com.

What do you dislike about CallMiner Eureka?

The transcription is of poor quality, and the boolean operators are finicky and do not work as they should. It's unfortunate because when you're dealing with a large volume of calls, advanced boolean searches are integral to workflow. Review collected by and hosted on G2.com.

What problems is CallMiner Eureka solving and how is that benefiting you?

We're using CallMiner Eureka to search audio calls using keywords. Review collected by and hosted on G2.com.

Show More
Show Less
Helpful?
Share
Admin Approval Link
Verified User in Hospital & Health Care
UH
Mid-Market(51-1000 emp.)
More Options
Validated Reviewer
Review source: G2 invite
Incentivized Review
What do you like best about CallMiner Eureka?

We have been able to use the system to not only find ANIs that call more than a few times within a given period, but we have been able to add filters to help understand why they are calling multiple times. We can then use this data to help redefine processes or training. Review collected by and hosted on G2.com.

What do you dislike about CallMiner Eureka?

The out of the box repeat call category starts its count at 3. It would be nice if this gave an accurate count. Review collected by and hosted on G2.com.

What problems is CallMiner Eureka solving and how is that benefiting you?

Determining the reasons for repeat calls to help improve our trainings, processes and procedures. Review collected by and hosted on G2.com.

Show More
Show Less
Helpful?
Share
Admin Approval Link
Verified User in Marketing and Advertising
UM
Mid-Market(51-1000 emp.)
More Options
Validated Reviewer
Verified Current User
Review source: G2 invite
Incentivized Review
What do you like best about CallMiner Eureka?

It makes searching via syntax is so easy to do. Review collected by and hosted on G2.com.

What do you dislike about CallMiner Eureka?

It makes going back to a manual QA process unfathomable. Review collected by and hosted on G2.com.

Recommendations to others considering CallMiner Eureka:

CallMiner Eureka is a great resource, once you've familiarized yourself with it Review collected by and hosted on G2.com.

What problems is CallMiner Eureka solving and how is that benefiting you?

I use CallMiner for writing syntax, call searching, agent monitoring and tracking. Those processes are so simple with the software. Review collected by and hosted on G2.com.

Show More
Show Less
Helpful?
Share
Admin Approval Link
Verified User in Oil & Energy
UO
Small-Business(50 or fewer emp.)
More Options
Validated Reviewer
Verified Current User
Review source: G2 invite
Incentivized Review
What do you like best about CallMiner Eureka?

Discover & Build. Creating syntax for specific agent's needs. Review collected by and hosted on G2.com.

What do you dislike about CallMiner Eureka?

CallMiner does not detect Early Hang Up and Mexican American accents. Review collected by and hosted on G2.com.

Recommendations to others considering CallMiner Eureka:

Ask questions on setting up according to your business. Review collected by and hosted on G2.com.

What problems is CallMiner Eureka solving and how is that benefiting you?

We can score agents' calls according to the proper procedures we have in place. Review collected by and hosted on G2.com.

Show More
Show Less
Helpful?
Share
Admin Approval Link
Andrew M.
AM
Project Manager & Marketing Director
Mid-Market(51-1000 emp.)
More Options
Validated Reviewer
Review source: G2 invite
Incentivized Review
What do you like best about CallMiner Eureka?

CallMiner is super cool and helps so much in the call center world. Thanks so much! Review collected by and hosted on G2.com.

What do you dislike about CallMiner Eureka?

it is pricey, and the setup is very time-consuming, but is worth it. Review collected by and hosted on G2.com.

What problems is CallMiner Eureka solving and how is that benefiting you?

We are able to run reports and detect things agents shouldnt be saying automatically! Review collected by and hosted on G2.com.

Show More
Show Less
Helpful?
Share
Admin Approval Link
Verified User in Retail
AR
Mid-Market(51-1000 emp.)
More Options
Validated Reviewer
Verified Current User
Review source: G2 invite
Incentivized Review
What do you like best about CallMiner Eureka?

Search is easy and user friendly.

Exporting and analysis of results is helpful. Review collected by and hosted on G2.com.

What do you dislike about CallMiner Eureka?

Catagory and syntax updates are at times slow to complete. Review collected by and hosted on G2.com.

What problems is CallMiner Eureka solving and how is that benefiting you?

Trend analysis and agent behaviors are our current focus. We use category and search daily to achieve desired results. Review collected by and hosted on G2.com.

Show More
Show Less
Helpful?
Share
Admin Approval Link
Verified User in Retail
AR
Enterprise(> 1000 emp.)
More Options
Validated Reviewer
Verified Current User
Review source: G2 invite
Incentivized Review
What do you like best about CallMiner Eureka?

How easy to customize the syntax is, how quickly we can generate a report based on keywords, the level of detail we can search upon. Review collected by and hosted on G2.com.

What do you dislike about CallMiner Eureka?

Managing Heirarchies in a multi-client environment Review collected by and hosted on G2.com.

What problems is CallMiner Eureka solving and how is that benefiting you?

Reducing evaluator effort, providing fast insights to clients and internally. Review collected by and hosted on G2.com.

Show More
Show Less
Helpful?
Share
Admin Approval Link
Verified User in Financial Services
AF
Mid-Market(51-1000 emp.)
More Options
Validated Reviewer
Review source: G2 invite
Incentivized Review
What do you like best about CallMiner Eureka?

Callminer automatically transcribes the calls and then updates the scores based on the information you have set up! Review collected by and hosted on G2.com.

What do you dislike about CallMiner Eureka?

If callminer provided email notifications to our agents when insights are assigned to them we would see more personal accountability and more utilization of the software overall. Review collected by and hosted on G2.com.

What problems is CallMiner Eureka solving and how is that benefiting you?

For the first time we have some callminer initiatives of things we would like to achieve internally and CallMiner is going to help us achieve them. Review collected by and hosted on G2.com.

Show More
Show Less
Helpful?
Share
Admin Approval Link
Scott G.
SG
Sr. Applications Project Specialist Team Lead
Enterprise(> 1000 emp.)
More Options
Validated Reviewer
Review source: G2 invite on behalf of seller
Incentivized Review
What do you like best about CallMiner Eureka?

Eureka is custom tailored to our business so that post call analytics reflect the metrics we are interested in tracking for review and QA Review collected by and hosted on G2.com.

What do you dislike about CallMiner Eureka?

There is nothing I dislike about Eureka at this time. Any time that has even cropped up the response and attention from Call Miner to resolve the issue is immediate and effective. THIS is why we use Call Miner Eureka, it does not stop with just the sale Review collected by and hosted on G2.com.

Recommendations to others considering CallMiner Eureka:

The technical team for Call Miner is amazing!! Sales folks are really good (as far as sales folks go)

Unless you take the time to identify your company needs and then allow Call Miner team the opportunity to show you the solution you've not done due diligence.

Each business is unique and requires a solution to match. I believe that Call Miner is the best solution provider for Speech Analytics Review collected by and hosted on G2.com.

What problems is CallMiner Eureka solving and how is that benefiting you?

Call Miner Eureka solves the need to have a staff large enough to review 20k calls per week. Eureka front ends everything and QA reps can focus on the calls that Eureka has identified for review. The metrics are gathered and reported on which allows Supervisors to review employees, QA to review the customer service side and so forth. Review collected by and hosted on G2.com.

Show More
Show Less
Helpful?
Share
Admin Approval Link
Verified User in Broadcast Media
AB
Small-Business(50 or fewer emp.)
More Options
Validated Reviewer
Verified Current User
Review source: G2 invite
Incentivized Review
What do you like best about CallMiner Eureka?

Disclosure compliance, agent pitche scores Review collected by and hosted on G2.com.

What do you dislike about CallMiner Eureka?

Not anything I can recall, probably having to deal with ingestion issues Review collected by and hosted on G2.com.

What problems is CallMiner Eureka solving and how is that benefiting you?

Agent outlier managment, capturing calls that cause an escalation, monitor repeat contacts etc Review collected by and hosted on G2.com.

Show More
Show Less
Helpful?
Share
Admin Approval Link

CallMiner Eureka Comparisons

Compare CallMiner Eureka vs. Verint Speech and Text Analytics
Compare CallMiner Eureka vs. Verint Speech and Text Analytics
CallMiner EurekaVSVerint Speech and Text Analytics
Compare NICE CXone Mpower vs. CallMiner Eureka
Compare NICE CXone Mpower vs. CallMiner Eureka
CallMiner EurekaVSNICE CXone Mpower
Compare CallMiner Eureka vs. Observe.AI
Compare CallMiner Eureka vs. Observe.AI
CallMiner EurekaVSObserve.AI
Compare CallMiner Eureka ratings to similar products

Top Rated CallMiner Eureka Alternatives

Observe.AI
(226)
4.6 out of 5
NICE CXone Mpower
(1,635)
4.3 out of 5
Talkdesk
(2,409)
4.4 out of 5
See all CallMiner Eureka Alternatives

Explore More

Best Photo Editing Software
Types of Advertising
Out of Office Messages
Best Task Management Software
ZoomInfo Competitors
Best Payroll Software
Medium of Exchange
Quasi Contract
Pros and Cons Details
CallMiner Eureka
Schedule a Demo Right Now