CallMiner Eureka
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4.5 out of 5 stars
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CallMiner Eureka Reviews & Product Details - Page 17

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CallMiner Eureka Overview

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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
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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)
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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.

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Overview Provided by:
Paul Beaudoin

Recent CallMiner Eureka Reviews

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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...
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Verified User
A
Verified UserMid-Market (51-1000 emp.)
5.0 out of 5
"Callminer is a must have"
Usability, creativity, value, and insightfulness.
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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...
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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
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209 CallMiner Eureka Reviews

4.5 out of 5
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209 CallMiner Eureka Reviews
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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.
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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)
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Verified User in Telecommunications
AT
Enterprise(> 1000 emp.)
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Validated Reviewer
Verified Current User
Review source: G2 Gives Campaign
Incentivized Review
Business partner of the seller or seller's competitor, not included in G2 scores.
What do you like best about CallMiner Eureka?

Its very user friendly and very easy to navigate. The tool has really helped us identify things that the Operations doesnt know in a real time manner. Review collected by and hosted on G2.com.

What do you dislike about CallMiner Eureka?

I do not like the graph view in Coach, not very helpful. I hope it can be customized just like the Analyze dashboard Review collected by and hosted on G2.com.

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

AHT, Sales, Repeat Calls. AHT lowered by 3 mins. Review collected by and hosted on G2.com.

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Response from Kate Davis of CallMiner Eureka
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Thank you for the review, impressive reduction on AHT! For the Coach graph view, be sure to submit your feedback to our Idea Board on Engagement Optimization for review by our product team.

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Verified User in Financial Services
AF
Mid-Market(51-1000 emp.)
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Validated Reviewer
Review source: G2 invite on behalf of seller
Incentivized Review
What do you like best about CallMiner Eureka?

The ability to have all calls analyzed on any given category created. Review collected by and hosted on G2.com.

What do you dislike about CallMiner Eureka?

We have a lot of bilingual people and the analytics sometimes makes it difficult for the bilingual reps to score well due to their accent. Review collected by and hosted on G2.com.

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

Call Resolution, having the ability to filter calls to really any criteria we would like. Review collected by and hosted on G2.com.

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Verified User in Financial Services
UF
Enterprise(> 1000 emp.)
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Verified Current User
Review source: G2 Gives Campaign
Incentivized Review
What do you like best about CallMiner Eureka?

Great content creation ability. Going in the right direction in terms of adding features and functionalities. Review collected by and hosted on G2.com.

What do you dislike about CallMiner Eureka?

Need additional chart options in dashboard Review collected by and hosted on G2.com.

Recommendations to others considering CallMiner Eureka:

If you are looking to be able to have flexibility to create contents, CallMiner Eureka is an amazing product. Review collected by and hosted on G2.com.

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

We are able to use insights derived from our categories to help with account placement decisions Review collected by and hosted on G2.com.

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EW
Enterprise(> 1000 emp.)
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Validated Reviewer
Verified Current User
Review source: Seller invite
Incentivized Review
What do you like best about CallMiner Eureka?

One of my favorite parts about the CallMiner platform is the high level of customization users have. Creating custom content that is meaningful to our business is something we value greatly. Review collected by and hosted on G2.com.

What do you dislike about CallMiner Eureka?

The only down sides to CallMiner for us today is not a fault of CallMiner, but surrounding the need for our company to beef up Meta data. :) Review collected by and hosted on G2.com.

Recommendations to others considering CallMiner Eureka:

Go for it! If you want a tool and a partner to help extract intelligence from your interactions, CallMiner might be the tool for you. Review collected by and hosted on G2.com.

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

The company is using CallMiner for script compliance, automated QA, risk detection, Call reduction, silence reduction. We have reduced silence by 2% over 8million calls, now able to identify calls with risk to address before complaints or escalation arise. Reduced the admin cost of the evaluation team by $350,000 year over year. Review collected by and hosted on G2.com.

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Verified User in Financial Services
AF
Mid-Market(51-1000 emp.)
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Validated Reviewer
Verified Current User
Review source: G2 Gives Campaign
Incentivized Review
What do you like best about CallMiner Eureka?

Call Miner helps reduce/prevent attrition, reduce hassle for customers, remain competitive, compliance, deliver a faster service and aids in training Review collected by and hosted on G2.com.

What do you dislike about CallMiner Eureka?

Unable to analyze multi-language calls without a multilingual analyst to create the syntax. Review collected by and hosted on G2.com.

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

Finding compliance issues and able to resolve any issues quickly. Review collected by and hosted on G2.com.

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DB
Mid-Market(51-1000 emp.)
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Validated Reviewer
Verified Current User
Review source: G2 invite on behalf of seller
Incentivized Review
What do you like best about CallMiner Eureka?

The ability to easily search calls and filter to hone in on certain types of calls. Review collected by and hosted on G2.com.

What do you dislike about CallMiner Eureka?

The bugs. I have run into quite a few bugs while working with CallMiner that can be really frustrating. Review collected by and hosted on G2.com.

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

We, as a company have been able to handle disputes and cease and desist requests much more efficiently. Being to handle these issues has cut down on potential lawsuits. Review collected by and hosted on G2.com.

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Response from Kate Davis of CallMiner Eureka
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Thank you for your review Drew. Glad to hear that CallMiner is helping you to avoid potential risk. For bugs, we've significantly expanded our development and QA staff so hopefully you've seen a reduction in bugs from our monthly release schedule.

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JK
Mid-Market(51-1000 emp.)
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Validated Reviewer
Review source: G2 Gives Campaign
Incentivized Review
What do you like best about CallMiner Eureka?

Easy to use and insightful it is a very good tool Review collected by and hosted on G2.com.

What do you dislike about CallMiner Eureka?

I think CallMiner is excellent I don't have any dislikes Review collected by and hosted on G2.com.

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

It confirms compliance, ensures complete QA, and uncovers new business opportunities Review collected by and hosted on G2.com.

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DS
Small-Business(50 or fewer emp.)
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Validated Reviewer
Review source: Seller invite
Incentivized Review
What do you like best about CallMiner Eureka?

The ability to pull quality scores and quickly identify the areas of opportunity to improve performance metrics. Review collected by and hosted on G2.com.

What do you dislike about CallMiner Eureka?

The speed to populate one call the the next (sometimes it's slow). Review collected by and hosted on G2.com.

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

Customer conversations: 1. Overcoming Objections 2. Selling appropriate time/miles of extended service plans 3. Call structure- sales methodology 4. Credit Card Disclosures (Compliance)

Improved sales and increased our close rate Review collected by and hosted on G2.com.

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Response from Kate Davis of CallMiner Eureka
Editedit

Thank you for giving a review Dorothea, it's great to see all of the use cases that CallMiner is able to support for your team. I spoke with your Customer Success rep and glad to hear you all solved the issue for calls loading.

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Verified User in Financial Services
EF
Mid-Market(51-1000 emp.)
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Validated Reviewer
Review source: G2 invite on behalf of seller
Incentivized Review
What do you like best about CallMiner Eureka?

The platform can be configured to do anything you need it to do. The platform's reliability also let's you spend time getting results, not trying to figure out why something didn't work. Review collected by and hosted on G2.com.

What do you dislike about CallMiner Eureka?

The only dislike is a result of a "like". The flexibility of the platform means that you have to spend time in the platform to get the most bang for your buck. You can easily set it and forget, but the true ROI requires time (not 100%) from a dedicated resource. Review collected by and hosted on G2.com.

Recommendations to others considering CallMiner Eureka:

Try it out! You might just like it! Review collected by and hosted on G2.com.

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

We've solved compliance concerns, identified training gaps, and found new opportunities for revenue by analyzing phrases that tend to lead to payments, versus those that don't. Review collected by and hosted on G2.com.

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Response from Kate Davis of CallMiner Eureka
Editedit

Thank you for your review, we love to hear from customers that are continuously working to improve their program and engagement analytics maturity to bring expanded results to their organization.

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Verified User in Security and Investigations
AS
Mid-Market(51-1000 emp.)
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Validated Reviewer
Review source: G2 Gives Campaign
Incentivized Review
What do you like best about CallMiner Eureka?

The UI makes it very easy to use and show results. Review collected by and hosted on G2.com.

What do you dislike about CallMiner Eureka?

Coach needs to have a email option to let agents know that they have a call to review. Review collected by and hosted on G2.com.

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

We have been able to solve compliance issues and found benefits in less litigation. Review collected by and hosted on G2.com.

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