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CallMiner Eureka Changed Our Business Outcomes!
209 CallMiner Eureka Reviews
Overall Review Sentiment for CallMiner Eureka
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The breakout session on the first day was really enjoyable. Good to hear what is coming up too Review collected by and hosted on G2.com.
More about the facility but the room was really cold!! Review collected by and hosted on G2.com.
The ability to create a variety of useful categories that are tailored to our needs. Review collected by and hosted on G2.com.
The auto accuracy isn't always the best, which means sub categories are required for common phonetics. Review collected by and hosted on G2.com.
The depth and customizable nature of the CM tool is truly impressive, and so important when it comes to finding data that matters. Even when the needed feature isn't there, The team is great at talking feedback and implementing ideas to continually innovate their tool.
Remember, the data from the conversations in your company is already there- you just need to have the right tools to find it. I think CallMiner is absolutely that too. Review collected by and hosted on G2.com.
Sometimes, features that seem natural to have aren't there. that can be frustrating. Their SSO integration and the way it interacts with group permissions can be extremely frustrating to work with. Review collected by and hosted on G2.com.
What I've enjoyed the most is having access to so many different data points. Before CallMiner, the only data sources that our Quality team could use to support the Contact Center were data points that we manually gathered. Touching less than 1% of our calls, there was so much valuable information left untouched. We now have data at our fingertips to better serve our internal and external customers! Review collected by and hosted on G2.com.
Overall I think the tool is amazing, and it is hard to find something I dislike. If I had to pick something, I'd say that I'd prefer to have real-time transcription standard vs. an additional cost. Review collected by and hosted on G2.com.
Quick insight to call centers. Employees to help best use product. Annual user conference Review collected by and hosted on G2.com.
In my experience, there has not been anything to dislike Review collected by and hosted on G2.com.
The best of CM is the ability to see the agent calls that need improvement and clicking through to the actual call to have a look and listen. Review collected by and hosted on G2.com.
The accuracy of transcript currently. And not having to pull the agent and prospect data apart in transcripts to calls Review collected by and hosted on G2.com.
I am a former QA on another BPO company, and comparing CallMiner from the "old" ways or processes in monitoring agents is fantastic. CallMiner eliminates a subjective approach in monitoring calls. Sets fixed standards to the employees for them to know where areas they need to improve and to make sure they are doing great on their post. Review collected by and hosted on G2.com.
Some limitations, specifically using some of the special characters when looking for parameters on a category or filters on the advanced filter section on ANALYZE. Review collected by and hosted on G2.com.
There's a lot to like. It's pretty easy to use without much technical knowledge of call analytics, but it offers many advanced features for power users. I particularly like the accessibility of their API. Review collected by and hosted on G2.com.
There are a few missing features that I wish they had, but for the most part, the CallMiner team does a great job of using the CallMiner community to add new features based on interest. Review collected by and hosted on G2.com.
Being able to create a lot of structured data and perform extensive analytics to really put a finger on tangible actions. Review collected by and hosted on G2.com.
Slow implementation of ideas targeting long time contact centre issues Review collected by and hosted on G2.com.
