Video Reviews
CallMiner Eureka Changed Our Business Outcomes!
209 CallMiner Eureka Reviews
Overall Review Sentiment for CallMiner Eureka
Log in to view review sentiment.
The best thing is that it gives you to search into your conversations and can link data from your phone and ordering systems that are searchable in the client application. Review collected by and hosted on G2.com.
As we went into the training we found that the transcription is only around %85 accurate and isn't tunable. We can take the same recording and put it into other Voice recognition software and get significantly more accurate transcription. Review collected by and hosted on G2.com.
Call drives help us to understand the main reasons of contacts Review collected by and hosted on G2.com.
Nothing, it's help us to prove a better experience for all our customers. Review collected by and hosted on G2.com.
Being able to efficiently target and identify compliance and effectiveness related insights Review collected by and hosted on G2.com.
Currently, I do not have any complaints. Review collected by and hosted on G2.com.
Recording and scoring every call has given us a holistic view of what is happening on our calls. The platform is super user-friendly and includes a lot of helpful options for Coaching. Review collected by and hosted on G2.com.
When a call is not scored accurately, leading the agent to feel a sense of injustice and not fully trusting the platform. Review collected by and hosted on G2.com.
The Analyze program has robust syntax editing which allows for very accurate searching/reporting once the syntax has been properly refined. The Coach program provides a great interactive and collaborative experience for both the manager and the employee. Review collected by and hosted on G2.com.
A lack of within-program search tools. It is difficult to keep track of categories and searches, especially when they have been created in the past and are not using the same company-standards for sorting. Be certain to be very specific and thorough when creating searches/categories/scores, otherwise they much easier to misplace or misuse later on. Review collected by and hosted on G2.com.
CallMiner's derivative products like Coach, Alert etc and building the new features by considering the reviews and feedback from the users. Review collected by and hosted on G2.com.
Nothing much to say on dislike as they keep on building the features based on the feedback. Review collected by and hosted on G2.com.
CallMiner is great for providing the ability to identify why customers are calling, looking at the call flow, identifying periods of silence, call lengths, agent performance and looking at areas of dissatisfaction in calls. I like that we are able to pinpoint areas of calls based on certain criteria. CallMiner also provides reporting capability and automatic reports that can be sent daily, weekly or monthly. Review collected by and hosted on G2.com.
We have struggled with CallMiner regarding technical problems and the system shutting down on us or not mining properly. It took us 9 months to finally have a solution for the speaker separation for the transcript to accurate attribute words to either the customer or the agent. I have had to enter multiple tickets over the years of using CallMiner regarding system problems, lack of mined calls due to mining freezes, as well as having to restart the extractor service manually. We have had many technical problems and have had to be more proactive in locating issues, rather than CallMiner informing us about problems occurring. Review collected by and hosted on G2.com.
Ability to track categories and create subscriptions. Review collected by and hosted on G2.com.
The fact that categories only reprocess 2 weeks. I also wish CM had the ability to raise trending topics without searches/categories. Review collected by and hosted on G2.com.
Ease of searching contacts, ability to follow transcriptions and analyse based on how certain words or phrases are presented within the system. Review collected by and hosted on G2.com.
It can be time consuming to catch all the different ways non dictionary words are presented. This is not based on phonetics, so it can change wildly from agent to agent. Review collected by and hosted on G2.com.
