CallMiner Eureka Reviews & Product Details - Page 15

I like being able to easily search for phrases and track what customers are saying about specific topics. Also, it is easy to pull reports out of Analyze and the dashboard is very user friendly. Callminer has lots of good resources on their site for learning things on your own if CSD is unavailable. Review collected by and hosted on G2.com.

You have to pull transcripts one by one, and the transcripts are jumbled up and hard to read, Also, wish the reports you can pull showed more of the transcripts on them, with the hits searched for. Would've like to have longer training for coach. Review collected by and hosted on G2.com.

The ability to self-coach is invaluable in a call center environment. The coach platform can allow both associates and managers quickly assess issues or training gaps quickly with valuable examples. Review collected by and hosted on G2.com.

I don't have any downsides currently to share about CallMiner. Review collected by and hosted on G2.com.

Have a lot of operators to help create accurate syntax unlike most tools available Review collected by and hosted on G2.com.

Transcription for speakers with heavy accents tend to be inaccurate Review collected by and hosted on G2.com.

CallMiner allows our company to view consistency across customer interactions, assign quality scores at a higher rate than manual interaction, and review overall customer sentiment. The Eureka product is easy to navigate, allows for drill down across multiple categories, is easily customizable to any business need, and allows for creative concept to design thinking. Review collected by and hosted on G2.com.

Reporting capabilities are limited and formatted reporting could be better. Review collected by and hosted on G2.com.

The community of Callminer is amazing and the tool is extremely easy to use Review collected by and hosted on G2.com.

There are some limitations that CM hasn't reached that other speech analytics tools provide. Reporting is the big piece. Review collected by and hosted on G2.com.

CallMiner helps to do a quick analysis, which can be really helpful in improving the process/organization. We can easily use Dashboard and look at the trends whether we are looking for Contact counts, Categories hit, Percent silence trend, etc. We can also use Score Builder to automate the scoring. The left pane from "Search" helps a lot and we can also export all the summary data. The Agent Explorer gives the entire picture how the organization is performing and according necessary steps can be taken. The best part, I can be proud and loud about is the easiest way of creating syntax. The entire search syntax modules are so easy to learn that nobody needs to have programming background. Anyone can easily learn this language and work on it quickly. And we can also approach CallMiner team whenever we are in need of any help. Review collected by and hosted on G2.com.

1. We do not have an option to use two criteria or filters in a Dashboard. 2. Whenever we have to hear calls on CallMiner site, the audio player which we use it is quite helpful, however the time when we wish increase the speed of the call, we use "Increment playback rate" option to increase the speed and when we use it. It doubles up the speed from 1x to 2x. So just a suggestion, can we have an option to increase the speed, the option such as 1.25x, 1.50x and 1.75x. This will be really helpful. Thanks in advance. Review collected by and hosted on G2.com.

I can prove definitively what is happening in our call center vs guessing and just hearing it from the reps. Review collected by and hosted on G2.com.

Our calls aren't live monitored. It would be amazing if we could have live monitoring to review the issues as they are happening rather than the next day. Review collected by and hosted on G2.com.

The best thing which I like in a CallMiner site that is Dashboard tab because it gives an option at add multiple things such as Score tile, Score trend, Score Comparison, Contact Count Trend, Measure Trend, Measure Comparison, Measure Tile and Percent Analysis. This feature quickly help us to look and analyze the data and we can also build a dashboard as per the requirement . Review collected by and hosted on G2.com.

The only thing which I do not like about dashboard is we do not have the option to use two different filters while creating a graph. Review collected by and hosted on G2.com.

I like all the insight I'm able to gather from listening to 100% of our contact center interactions. We've been using the tool for less than 6 months and have gathered so much information on Churn. I'm excited to see what we learn about the business a year from now. Review collected by and hosted on G2.com.

Building categories is a long process and understanding that it will not be 100% accurate. Review collected by and hosted on G2.com.

The tool is relatively easy to set up and get insights despite the complexity of what it is doing. We are able to gain insights that would be nearly impossible following a tradition QA process. Call Miner as been a good partner with us, helping us to define our needs and opportunities. They have done really well at working with us on a roadmap to realize greater benefits from the system. The tool comes with good models/maps out of the box but we were able to customize to our unique call types. We were not constrained to typical call center metrics. Review collected by and hosted on G2.com.

The accuracy of the transcription could be higher. Inaccurate transcriptions impacts acceptance and adoption even though the scoring is accurate based on averages. We sometimes get "false positives" but they are reasonable. I wish that it had sentiment based on voice/tone analytics rather than just relying on transcribed text. Review collected by and hosted on G2.com.