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4.5 out of 5 stars
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CallMiner Eureka Reviews & Product Details - Page 3

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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
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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

NA
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.
Read more
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
4.5 out of 5
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CallMiner Eureka Pros and Cons

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Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
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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TP
Lead, Customer Speech Analytics
Enterprise(> 1000 emp.)
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Validated Reviewer
Review source: Seller invite
Incentivized Review
(Original )Information
What do you like best about CallMiner Eureka?

Ability to identify the hidden insights using topic miner to determine the common areas mentioned Review collected by and hosted on G2.com.

What do you dislike about CallMiner Eureka?

Sometimes can be challenging to convince the client of the benefits of directional data Review collected by and hosted on G2.com.

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

Identifying pain points in the customer experience Cost saving Review collected by and hosted on G2.com.

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Nirav G.
NG
Senior Interaction Analytics/Business Analyst/Project Manager-Owner
Enterprise(> 1000 emp.)
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Validated Reviewer
Review source: Seller invite
Incentivized Review
What do you like best about CallMiner Eureka?

I like how call miner gives me the tools to find valuable insights Review collected by and hosted on G2.com.

What do you dislike about CallMiner Eureka?

Haven't found one yet, but having to create duplicate scores for users who don't have access to analyze and only coach Review collected by and hosted on G2.com.

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

N/a Review collected by and hosted on G2.com.

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Verified User in Telecommunications
UT
Mid-Market(51-1000 emp.)
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Verified Current User
Review source: Seller invite
Incentivized Review
What do you like best about CallMiner Eureka?

Wide span of search filters, ability to search by customer or agent phrases Review collected by and hosted on G2.com.

What do you dislike about CallMiner Eureka?

Would be cool if everything we could do in Analyze is available in Coach. Review collected by and hosted on G2.com.

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

Wider range of search Review collected by and hosted on G2.com.

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Manrique S.
MS
Director Business Analysis
Enterprise(> 1000 emp.)
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Validated Reviewer
Review source: Seller invite
Incentivized Review
What do you like best about CallMiner Eureka?

The ability to gather actionable insights from countless interactions Review collected by and hosted on G2.com.

What do you dislike about CallMiner Eureka?

Constant upsell tactics to take advantage of newer tecnologies Review collected by and hosted on G2.com.

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

Has helped us remain vigilant and ensure compliance Review collected by and hosted on G2.com.

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Verified User in Retail
AR
Enterprise(> 1000 emp.)
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Validated Reviewer
Review source: Seller invite
Incentivized Review
(Original )Information
What do you like best about CallMiner Eureka?

Capability to extract meaningful insights for our business and clients. Visibility into otherwise hidden parts of our business. Review collected by and hosted on G2.com.

What do you dislike about CallMiner Eureka?

Use cases for email channel are limited by lack of separation. Screen-recording product has open security concerns. AI summarization lacks flexibility for our use cases. Review collected by and hosted on G2.com.

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

Automated QA, being able to provide our clients with value-add analysis, reducing risk behaviors and targeting cross-functional financial opportunities. Review collected by and hosted on G2.com.

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JM
Speech Analyst
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?

Gives pure data, which helps drive your business forward Review collected by and hosted on G2.com.

What do you dislike about CallMiner Eureka?

Sometimes the load times feel like an eternity Review collected by and hosted on G2.com.

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

Identifying call drivers and quality indicators Review collected by and hosted on G2.com.

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Verified User in Telecommunications
CT
Mid-Market(51-1000 emp.)
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Validated Reviewer
Review source: Seller invite
Incentivized Review
What do you like best about CallMiner Eureka?

CallMiner Eureka is easy to learn - very user friendly, Review collected by and hosted on G2.com.

What do you dislike about CallMiner Eureka?

I really wish the reporting aspects were better. It would also be nice to be able to bundle multiple categories together to pull one single report. Review collected by and hosted on G2.com.

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

Multiple problems; anywhere from what promos are effective and being offered, to what are the customers saying. Review collected by and hosted on G2.com.

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

Just being able to run the meta data and being able to apply the analysis. Review collected by and hosted on G2.com.

What do you dislike about CallMiner Eureka?

I can't think of one.. because I believe what callminer can do for a business is up to me Review collected by and hosted on G2.com.

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

We are able to identify and capture the aspects that our agents are missing Review collected by and hosted on G2.com.

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

I love the embedded AI. The next generation features that will be coming out soon look super cool. Review collected by and hosted on G2.com.

What do you dislike about CallMiner Eureka?

There are so many features and functions, it is difficult to not try to boil the ocean. Review collected by and hosted on G2.com.

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

CallMiner will be transforming how we understand what is happening in our calls. Review collected by and hosted on G2.com.

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Alun M.
AM
Speech Analytics Platform Analyst
Enterprise(> 1000 emp.)
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Validated Reviewer
Review source: Seller invite
Incentivized Review
What do you like best about CallMiner Eureka?

Using categories to develop libraries of syntax, you can get granular insights into your calls that's available when needed. It also makes it easy to 'mix and match' your results to look at your calls from various angles. Review collected by and hosted on G2.com.

What do you dislike about CallMiner Eureka?

The interface can sometimes be a little slow and it's not exactly the prettiest to look at. Review collected by and hosted on G2.com.

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

Large scale QA of all calls for key agent behaviours and insight into demand. Review collected by and hosted on G2.com.

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