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CallMiner Eureka Changed Our Business Outcomes!
209 CallMiner Eureka Reviews
Overall Review Sentiment for CallMiner Eureka
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The simplicity of accessing and implementing the software. Deployment is also great. With little training, one can be an expert. Review collected by and hosted on G2.com.
Nothing ass such. Have been using for past 3 years. Review collected by and hosted on G2.com.
The engagement from our support contacts Review collected by and hosted on G2.com.
I have no insight for improvements at this time as I haven't started working with CallMiner directly yet. Once we are up and running, I will be able to provide more insight. Review collected by and hosted on G2.com.
I was recently asked to step into a CallMiner analysis role in my organization. And at first it was rather intimidating, but with help from Dan my CSM I gained the confidence to provide the value expected of this new role. He was first of all relatable and personable, that may seem like a common-sense practice that does not need to be celebrated but I was really blown away level of comfort talking to people of all skill levels. More then just the one on one meetings with my CSM, the regular additional learning and webinar provide use cases of people in the same boat as you and what they have found worked for them as a starting ground for you to try. Review collected by and hosted on G2.com.
My struggles with CallMiner were specific to the way that I was coming into a system that was built probably un-optimally and needing to clean it up and get it to a more efficient well oiled machine. And I wish that the OOB categories could not be modified or enabled so that they stay perfect, and to enable you have to make a copy to modify and enable for your use. Review collected by and hosted on G2.com.
Call Miner is flexible enough to do custom categorizations as well as basic ones. Machine Learning and Artificial Intelligence help out in guiding and assisting in the analysis.
Features such as Illuminate also opens up the category building to discover more to the interactions than previously done.
The flexibility that Call Miner allows gives me the ability to build and search call categories that sometimes can be impossible by doing it manually.
Other tools such as Topic Miner also helps in discovering more insights on the interactions as well. Review collected by and hosted on G2.com.
Selecting search data to download can be tedious. There is a limit so multiple downloads sometimes is necessary. There is a subscription feature but there are times when the categories grow and instead of updating the subscription, we have to redo it all over again. Review collected by and hosted on G2.com.
I have used Eureka for many years and have seen a good number of other speech analytics tools on the market. CallMiner has designed Eureka based on the feedback from their users. The system is extremely intuitive and all the features of the product have come from input from the users over the years. This ease of use helps significantly with onboarding of new users, and opens up the hiring process because you don't need a computer engineering background to understand the system. Unlike some of the other speech analytics systems on the market, CallMiner allows users to make changes to their functionality without opening up tickets and waiting months/years for the changes to happen. Finally, it wouldn't be a proper review if I didn't discuss the user support. Have continuously experience top notch service from our Customer Success Director as well as the CallMiner Help Desk. Tickets are easily logged and we responses rate are very fast. We meet regularly with Customer Success Director, and are very well taken care of. Review collected by and hosted on G2.com.
There isn't anything I dislike about CallMiner. I have always felt that we have a great partnership and are well taken care of, regardless of the size of the company. Review collected by and hosted on G2.com.
We are new to CallMiner and the process so far has been really smooth! The training has been good and our BA is very quick to jump in whenever we need it! We have already made some good progress working with CallMiner and can't wait to see what else we can do. We did not work with speech analytics previously, so being trained from the ground up has been a huge undertaking but we have had help every step of the way from CallMiner. In about a month we have made a lot of progress building the scorecard and also getting more confident with what we are doing. We could not have done this without the constant support from the team. Review collected by and hosted on G2.com.
The system tends to start running slow around 2pm EST. We can still work in it but progress is slower. This has been a little limiting to what we are able to build in our afternoons. It is slow loading and sometimes it does not save. We are still new to the software so this is the main thing we have noticed. Review collected by and hosted on G2.com.
The OmniChannel collection of data for analysis by our internal teams to help gain new insights. Review collected by and hosted on G2.com.
The AI does not always capture the data that we are looking to analyze for our business. Review collected by and hosted on G2.com.
The transcript and scoring system. But the best is the dashboard tool Review collected by and hosted on G2.com.
With the API, the metadata don't allow to match data with external sources. For example with 22% of the calls it's necesarry to match with external Repeats data Review collected by and hosted on G2.com.
