CallMiner Eureka Reviews & Product Details - Page 16

The best thing about Callminer is being able to analyze all the calls from our company in real-time versus a random set of hand-picked calls. Review collected by and hosted on G2.com.

The abilities far outweigh the limitations. If I had to be super picky about Callminer and it's capabilities I would have to harp on the ability to manage large amounts of calls with exporting. Review collected by and hosted on G2.com.

The best thing which I like about search interface that is we can easily look and search for a particular word or phrases. We can also look for the contacts in a date range as per requirement. The added advantage we have in the search interface that is left pane, with the help of this left pane we can choose multiple filters such as Attributes, Categories, Scores, Measures, Speaker, Tag and Advance Filter. With the help of these filters we can fine tune the results as per the business requirements. Review collected by and hosted on G2.com.

Sometime the update summary functionality doesn’t work properly for an example normally we expect the data should get automatically refreshed or updated if it is checked or ticked however I came to a scenario wherein it was unchecked then too it was getting automatically refreshed. It would be great if you guys could help me on this. Slow processing while loading data and also while loading scores it takes a lot time. Review collected by and hosted on G2.com.

CallMiner allows for more call review than staffing alone can provide. Review collected by and hosted on G2.com.

Speech recognition is not faultless and can be difficult to decipher at times. Review collected by and hosted on G2.com.

The ease of use for programming and the ability to pull multiple calls from long durations in just a few seconds. Review collected by and hosted on G2.com.

The biggest downside to using the Call Miner product is the price. However, you get what you pay for! Review collected by and hosted on G2.com.

Easy of use. Out of box categories are great starting points. Training from BA after getting the product is great. Review collected by and hosted on G2.com.

Unable to have a length of time for las 60 days, 90 days , 120 days, and last 12 months. I would like to see the following changes: When exporting it should have the name of the category as an option. When using a subscription it should allow us to specify the name of the category. Review collected by and hosted on G2.com.

I really appreciate transcripts for quick review of call content and finding the point(s) in a call I want to zero in on. I also love how customizable the tool is. Review collected by and hosted on G2.com.

I wish some of the parts of the product were more intuitive. You really have to ensure you seek out knowledge to make sure you're using the tool efficiently and effectively. Review collected by and hosted on G2.com.

Every call every day is the best part. It's like being side jacked with every agent each day to gain insight on the customers experience. You can manage improvement areas, measurable actions, estimate improvement increments, and much more. Review collected by and hosted on G2.com.

Haven't found anything I dislike so far. The system is over delivering my expectations for speech analytics. Review collected by and hosted on G2.com.

I love the automation - I can set up reports and subscriptions and send them to whomever they need to go to. This is so much more efficient than doing everything manually. Review collected by and hosted on G2.com.

I don't have any dislikes at this point. Review collected by and hosted on G2.com.

The User interface has been made very user friendly every little feature every small detail has been planned meticulously , the different components within a category function makes the life so easy and helps create more structured queries and avoids the need to create multiple queries. The Search QA function helps reduce the need to do manual spot checks and helps gain additional context around the phrases of your category without doing a whole lot of call listening.

The ROI calculators available on EO they are pretty nifty

The recent update which gives the user the ability to specify the speaker in the syntax itself is such a useful feature in the process of making highly accurate categories.

I have used other speech analytics tools available in the market but Callminer is the most easy to use and adapt to and has more functionalities compared to them. Review collected by and hosted on G2.com.

The conversion of the call transcripts could be better, maybe use phonetic boosting.

Small thing thoughThe fact that the user after creating 10 categories has to retro each one of them.

There should be an ability to create test sessions so that users can ingest more calls in them, create categories and retro the entire session without the disturbing the production environment

There is no way of knowing if a particular phrase or word in a category is not working or causing problem, maybe have something like color codes to show it or the system shows count

The ROI calculators sometimes freeze while using them Review collected by and hosted on G2.com.

We like that we are able to grade all the calls that come in instead of the 8 monthly we used to do. We like that we have a program like Coach in were not only we and the supervisor have access but our agents do too. Review collected by and hosted on G2.com.

Not having the information in one place to help assist us on an issue we have. We have to look through many different places for example EO and our training manual and also our training programs. When we can't fin our answers we have to email our CSD but she travels to much so its hard to setup meetings with her then we are left with have to call the 1-800 in order to get answers. We were told to ask questions in EO and we did and we only got 1 answer that was somewhat helpful. Review collected by and hosted on G2.com.