CallMiner Eureka
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4.5 out of 5 stars
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CallMiner Eureka Reviews & Product Details - Page 7

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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

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

Really like the new search functionality inclusion of the hierarchy is also a great help. Review collected by and hosted on G2.com.

What do you dislike about CallMiner Eureka?

What would be nice is great if you could export data automatically without using the API. Another thing which would be really good would be to get more than five different areas for a score. Review collected by and hosted on G2.com.

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

It's help identify processing gaps within the business also help with our online journey to improve our customer experience 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
Review source: Seller invite
Incentivized Review
What do you like best about CallMiner Eureka?

Ease of use in Eureka and the premade categories. Review collected by and hosted on G2.com.

What do you dislike about CallMiner Eureka?

I wish coach find was a bit more intuitive. Review collected by and hosted on G2.com.

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

Automate QA and also we have been able to gain far more insight into what our customers are saying Review collected by and hosted on G2.com.

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

Being able to analyze, test, and evaluate as well as make changes as needed. Review collected by and hosted on G2.com.

What do you dislike about CallMiner Eureka?

Can be overwhelming with so much on the screen Review collected by and hosted on G2.com.

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

Helping us to drill down to produce more positive outcomes for customers. Review collected by and hosted on G2.com.

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

Many different functions with information and learning sessions. Review collected by and hosted on G2.com.

What do you dislike about CallMiner Eureka?

Some of the workshop sessions being less than optimal. Review collected by and hosted on G2.com.

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

What information is being shared on calls that we don't have immediate access to without Callminer? Review collected by and hosted on G2.com.

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

I love all the QA features and the coaching features Review collected by and hosted on G2.com.

What do you dislike about CallMiner Eureka?

There isn't anything I don't like but I'm still new. Review collected by and hosted on G2.com.

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

QA more calls to increase efficiency and improve CX Review collected by and hosted on G2.com.

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

Predictive analytics appears to be a veryuseful tool. Review collected by and hosted on G2.com.

What do you dislike about CallMiner Eureka?

I have not seen any negative impacts to the product Review collected by and hosted on G2.com.

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

The ability to identify areas of improvement in customer interactions Review collected by and hosted on G2.com.

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Verified User in Market Research
CM
Enterprise(> 1000 emp.)
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Review source: Seller invite
Incentivized Review
What do you like best about CallMiner Eureka?

Networking, workshops providing actual use cases Review collected by and hosted on G2.com.

What do you dislike about CallMiner Eureka?

Not enough use case demos, lack of discussion board in the app Review collected by and hosted on G2.com.

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

Qa automation and deeper insights into customer engagement Review collected by and hosted on G2.com.

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Verified User in Automotive
UA
Mid-Market(51-1000 emp.)
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Review source: Organic
What do you like best about CallMiner Eureka?

simplicity to use software. Great customer support Review collected by and hosted on G2.com.

What do you dislike about CallMiner Eureka?

there is nothing to dislike about the product Review collected by and hosted on G2.com.

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

mitigation of risk Review collected by and hosted on G2.com.

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Verified User in Information Technology and Services
AI
Enterprise(> 1000 emp.)
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Verified Current User
Review source: G2 invite on behalf of seller
Incentivized Review
What do you like best about CallMiner Eureka?

I love the flexibility and customization that comes with building categories, scores etc. The data really shines when we export and connect to other sources. Review collected by and hosted on G2.com.

What do you dislike about CallMiner Eureka?

The UI is buggy at times, and the hierarchy can be challenging to work with Review collected by and hosted on G2.com.

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

We can deliver key insights to stakeholders through Contact Drivers and custom categories to help bring clarity to the flavor of the month. Review collected by and hosted on G2.com.

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Anna G.
AG
Operational NPS Analyst
Enterprise(> 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?

Hands down the easiest method of call analysis going, and so versatile Review collected by and hosted on G2.com.

What do you dislike about CallMiner Eureka?

There are a number of bugs with subscriptions not coming through, can also be fairly slow depending on number of users live Review collected by and hosted on G2.com.

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

Vulnerabilities, agent performance, complaints resolution, QA Review collected by and hosted on G2.com.

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