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CallMiner Eureka Reviews & Product Details - Page 4

CallMiner Eureka Overview

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

209 CallMiner Eureka Reviews

4.5 out of 5
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209 CallMiner Eureka Reviews
4.5 out of 5
209 CallMiner Eureka Reviews
4.5 out of 5

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.
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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G2 reviews are authentic and verified.
Verified User in Oil & Energy
UO
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Seller invite
Incentivized Review
What do you like best about CallMiner Eureka?

CallMiner helps support all projects within a business, customer experience should be the at forefront of every company. Understanding your customers will help grow and benefit your company and with CallMiner you can gain valuable insight whilst navigating an easy to use system. Review collected by and hosted on G2.com.

What do you dislike about CallMiner Eureka?

Not a fault of CallMiner but some of the newer features look incredible and I'm hoping my company will invest in these as the benefits are well worth it. Review collected by and hosted on G2.com.

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

Currently CallMiner is helping us track dropped calls/promised call backs/retention & withdrawals/QA Automation for vulnerability/ability to pay Review collected by and hosted on G2.com.

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

We have seen first hand the transformative impact Call Miner has on understanding our customer interactions.

The automated scorecards are a game changer in improving agent performance.

Eureka's redaction capabilities ensure customer data is handled securely. Review collected by and hosted on G2.com.

What do you dislike about CallMiner Eureka?

This isn't necessarily a downside of the tool however the tool does have a considerable learning curve requiring certain skill sets for standing up. This being said, there continues to be enhancements and the support from the call miner is extremely helpful. Review collected by and hosted on G2.com.

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

Regulatory and Compliance Monitoring: It ensures adherence to industry standards and legal requirements, significantly reducing the risk of non-compliance and the potential for fines or legal issues.

Voice of the Customer Analysis: By analyzing customer interactions, the tool provides insights into customer needs and preferences, leading to enhanced customer satisfaction and loyalty.

Agent Performance and Coaching: It helps in evaluating and improving agent performance, facilitating targeted coaching to develop a more effective and efficient customer service team.

Sales Enhancement and Coaching: The tool also focuses on improving sales strategies by analyzing customer interactions, enabling tailored coaching for sales teams to boost sales effectiveness and efficiency. Review collected by and hosted on G2.com.

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

The ability to import so many metadata fields to use in conjunction with syntax based searches. Being able to use back end data and tag what customers are saying on those specific interactions is fantastic. Review collected by and hosted on G2.com.

What do you dislike about CallMiner Eureka?

The community forum has a lot of potential but is badly underutilized. I think CallMiner could lean into this more and it would allow more companies to benefit from the program while taking some work off the CSDs. Review collected by and hosted on G2.com.

Recommendations to others considering CallMiner Eureka:

Consider what you would like it to do for your company. Be very specific so that you go into it with goals in mind and asking the correct questions to attain those goals. Review collected by and hosted on G2.com.

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

Being able to Coach agents and improve their overall performance on metrics that the company deems important. CM plus the metadata that has been imported gives you the ability to have an extremely clean user interface to manage all of your interactions, not just listen to them. It can be used as a central command for quite a few things. Review collected by and hosted on G2.com.

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

We are new to the Call Miner ecosystem, but excited about it's capabilities, especially after discussing it with experienced users at the Listen 2024 event. Review collected by and hosted on G2.com.

What do you dislike about CallMiner Eureka?

We are still incorporating the platform into our system so haven't been able to find anything to dislike as of yet Review collected by and hosted on G2.com.

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

As we haven't incorporated it yet nothing is yet to be solved, but we envision the strain on the QA team will be reduced considerably Review collected by and hosted on G2.com.

Prasanna C.
PC
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Seller invite
Incentivized Review
What do you like best about CallMiner Eureka?

The customer support we get from callminer and the level of attention they give to every client is absolutely mindboggling. They intently listen to your usecases suggest effective product features and solutions and they are also humble enough to acknowledge solution gaps and provide us ability to influence their roadmap. We have direct access to their product and consulting teams who

Put client satisfaction as their #1. Review collected by and hosted on G2.com.

What do you dislike about CallMiner Eureka?

The only thing that I wish they did was to get AI embedded into their solutions faster. They can market their AI spin off differently from their traditional offerings that helps change perspectives of long time users. Unsupervised learning aspects is the key that we feel callminer could do a little better Review collected by and hosted on G2.com.

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

Quality scorecards , topic miner insights to what our contacts are about, quick spin off of fraud detection use cases Review collected by and hosted on G2.com.

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

Callminer holds endless possibilities as any other tech provides nowdays but key thing how you use it and how proactive you are to get the best use case by applying different perspectives in modelling to get best results out of it Review collected by and hosted on G2.com.

What do you dislike about CallMiner Eureka?

can be more user friendly at the moment lacking it's peers in the market Review collected by and hosted on G2.com.

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

Customer & Agent Behavior alongs Demand trends Review collected by and hosted on G2.com.

VD
Professional Development Specialist
Mid-Market(51-1000 emp.)
More Options
Validated Reviewer
Verified Current User
Review source: G2 Gives Campaign
Incentivized Review
(Original )Information
What do you like best about CallMiner Eureka?

I love the ability to get a true reflection of how our reps are doing on the phone. CallMiner allows us to review all calls quickly and efficiently. Review collected by and hosted on G2.com.

What do you dislike about CallMiner Eureka?

There really isn't a downside with CallMiner, they continue to improve and get better every year. Review collected by and hosted on G2.com.

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

We are able to isolate good and bad calls quickly. We are then able to either train the bad habit out or train the positive behavior to other reps. Review collected by and hosted on G2.com.

Response from Kate Davis of CallMiner Eureka

Thank you for the review Victor. We'll keep listening to our users like you to continue improving!

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

Eureka allows you to identify both what is and what isn't happening on your calls. It allows you to search as hoc or to create categories and build scorecards to monitor agent performance. No limit on categories or scorecards either. Review collected by and hosted on G2.com.

What do you dislike about CallMiner Eureka?

It would be really helpful if you could work out of more than one browser at a time. Often times when you're looking at categories that contain other categories and are making adjustments it would be advantageous to have more than one browser open. Review collected by and hosted on G2.com.

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

We use it for compliance, agent call responsibility, customer experience and regulatory concerns primarily. Review collected by and hosted on G2.com.

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

Compared to other speech analytics systems it offers tons of flexibility. I can build my own categories using my own syntax with very few limitations in how the syntax is structured. I'm not limited to using pre built stuff. Review collected by and hosted on G2.com.

What do you dislike about CallMiner Eureka?

While I love the flexibility callminer has, that means it's not particularly simple to use and category building can be a very long process. We have also had many ingestion issues and Metadata issues which causes headaches. Review collected by and hosted on G2.com.

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

Mainly used to monitor compliance. Provides a larger picture of agents compliance habits, rather than judging based on randomly pulled calls. Review collected by and hosted on G2.com.

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

The information we received and the interaction between other companies using Call Miner was such a huge benefit. Call Miner has really thought out how to get the most out of Listen where the participants go away with an abundance of information that the next day you can start using. Review collected by and hosted on G2.com.

What do you dislike about CallMiner Eureka?

Getting it in real time would be beneficial. Review collected by and hosted on G2.com.

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

Call Miner has an ease of implementation. We can correct an issue with a quick turn around time and the number of features is an added benefit. Review collected by and hosted on G2.com.