10 Ratings
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Score 8.2 out of 100
210 Ratings
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Score 8.4 out of 100

Feature Set Ratings

    Contact Center Software

    CallMiner Eureka

    Feature Set Not Supported
    N/A
    7.1

    Genesys PureConnect (discontinued)

    71%
    Genesys PureConnect (discontinued) ranks higher in 13/13 features

    Agent dashboard

    N/A
    0 Ratings
    5.7
    57%
    52 Ratings

    Validate callers

    N/A
    0 Ratings
    6.9
    69%
    46 Ratings

    Outbound response

    N/A
    0 Ratings
    6.6
    66%
    39 Ratings

    Call forwarding

    N/A
    0 Ratings
    7.9
    79%
    53 Ratings

    Click-to-call (CTC)

    N/A
    0 Ratings
    5.4
    54%
    42 Ratings

    Warm transfer

    N/A
    0 Ratings
    8.4
    84%
    54 Ratings

    Predictive dialing

    N/A
    0 Ratings
    6.9
    69%
    35 Ratings

    Interactive voice response

    N/A
    0 Ratings
    7.2
    72%
    42 Ratings

    REST APIs

    N/A
    0 Ratings
    7.8
    78%
    35 Ratings

    Call scripts

    N/A
    0 Ratings
    7.0
    70%
    37 Ratings

    Call tracking

    N/A
    0 Ratings
    7.9
    79%
    52 Ratings

    Multichannel integration

    N/A
    0 Ratings
    7.0
    70%
    42 Ratings

    CRM software integration

    N/A
    0 Ratings
    7.4
    74%
    36 Ratings

    Workforce Optimization (WFO)

    CallMiner Eureka

    Feature Set Not Supported
    N/A
    7.5

    Genesys PureConnect (discontinued)

    75%
    Genesys PureConnect (discontinued) ranks higher in 9/9 features

    Inbound call routing

    N/A
    0 Ratings
    8.2
    82%
    49 Ratings

    Omnichannel inbound routing

    N/A
    0 Ratings
    8.1
    81%
    37 Ratings

    Recording

    N/A
    0 Ratings
    8.6
    86%
    50 Ratings

    Quality management

    N/A
    0 Ratings
    7.1
    71%
    44 Ratings

    Call analytics

    N/A
    0 Ratings
    7.7
    77%
    41 Ratings

    Historical reporting

    N/A
    0 Ratings
    7.3
    73%
    50 Ratings

    Live reporting

    N/A
    0 Ratings
    8.2
    82%
    46 Ratings

    Customer surveys

    N/A
    0 Ratings
    6.2
    62%
    34 Ratings

    Customer interaction analytics

    N/A
    0 Ratings
    6.1
    61%
    29 Ratings

    Attribute Ratings

    • CallMiner Eureka is rated higher in 2 areas: Likelihood to Recommend, Support Rating

    Likelihood to Recommend

    8.0

    CallMiner Eureka

    80%
    5 Ratings
    7.3

    Genesys PureConnect (discontinued)

    73%
    113 Ratings

    Likelihood to Renew

    CallMiner Eureka

    N/A
    0 Ratings
    8.6

    Genesys PureConnect (discontinued)

    86%
    12 Ratings

    Usability

    CallMiner Eureka

    N/A
    0 Ratings
    8.9

    Genesys PureConnect (discontinued)

    89%
    9 Ratings

    Availability

    CallMiner Eureka

    N/A
    0 Ratings
    9.1

    Genesys PureConnect (discontinued)

    91%
    6 Ratings

    Performance

    CallMiner Eureka

    N/A
    0 Ratings
    8.8

    Genesys PureConnect (discontinued)

    88%
    6 Ratings

    Support Rating

    9.0

    CallMiner Eureka

    90%
    2 Ratings
    8.0

    Genesys PureConnect (discontinued)

    80%
    16 Ratings

    In-Person Training

    CallMiner Eureka

    N/A
    0 Ratings
    8.2

    Genesys PureConnect (discontinued)

    82%
    4 Ratings

    Online Training

    CallMiner Eureka

    N/A
    0 Ratings
    8.3

    Genesys PureConnect (discontinued)

    83%
    3 Ratings

    Implementation Rating

    CallMiner Eureka

    N/A
    0 Ratings
    6.1

    Genesys PureConnect (discontinued)

    61%
    21 Ratings

    Configurability

    CallMiner Eureka

    N/A
    0 Ratings
    9.0

    Genesys PureConnect (discontinued)

    90%
    4 Ratings

    Ease of integration

    CallMiner Eureka

    N/A
    0 Ratings
    8.1

    Genesys PureConnect (discontinued)

    81%
    4 Ratings

    Product Scalability

    CallMiner Eureka

    N/A
    0 Ratings
    8.2

    Genesys PureConnect (discontinued)

    82%
    3 Ratings

    Vendor post-sale

    CallMiner Eureka

    N/A
    0 Ratings
    8.8

    Genesys PureConnect (discontinued)

    88%
    6 Ratings

    Vendor pre-sale

    CallMiner Eureka

    N/A
    0 Ratings
    8.8

    Genesys PureConnect (discontinued)

    88%
    6 Ratings

    Likelihood to Recommend

    CallMiner

    Call history tracking functionalities and the ability to manage different contacts are effective through CallMiner Eureka's capabilities. Setting the interface is an easy task and the quality of the tool services is an incredible and easy communication platform for the members of the different projects. The tool has effective scheduling functions and easy project management tools which allows effective data import through the integration tools.
    Read full review

    Discontinued Products

    CIC is best suited for business models that rely on heavily leverage Data Integration especially one like ours that require real-time and high-speed data access for billing and customer integration. CIC is not well suited for small organizations < 50 where they are only answering phones in the course of doing business VS. the business is the phone.
    Read full review

    Pros

    CallMiner

    • Intent scoring
    • Custom User Dashboards
    • Drill down to each touchpoint experience
    Read full review

    Discontinued Products

    • Purely Software Based System: On Microsoft OS. It is an all software-based system making it easy to manage, integrate and interface with other systems
    • One Vendor: All modules, IVR, ACD, Dialer, WFM are from one vendor. So, no compatibility and latency issues at all.
    • Superb Notifier Service: You don't have to restart any process or service for a change to take effect.
    Read full review

    Cons

    CallMiner

    • Admin tools such as integration/ingestion tracking.
    Read full review

    Discontinued Products

    • Licensing can be challenging and very expensive.
    • Client templates are hard to administer and are built very different than the rest of the functionality.
    • Web desktop has been slow to come along and include all the features.
    • Optimizer is very sub-par product.
    Read full review

    Pricing Details

    CallMiner Eureka

    Starting Price

    Editions & Modules

    CallMiner Eureka editions and modules pricing
    EditionModules

    Footnotes

      Offerings

      Free Trial
      Free/Freemium Version
      Premium Consulting/Integration Services

      Entry-level set up fee?

      No setup fee

      Additional Details

      Genesys PureConnect (discontinued)

      Starting Price

      Editions & Modules

      Genesys PureConnect (discontinued) editions and modules pricing
      EditionModules

      Footnotes

        Offerings

        Free Trial
        Free/Freemium Version
        Premium Consulting/Integration Services

        Entry-level set up fee?

        No setup fee

        Additional Details

        Likelihood to Renew

        CallMiner

        No answers on this topic

        Discontinued Products

        We are so embedded on Pure Connect that we like to progress with it. For instance, we are looking into ways to provide different solutions to our customers, help our business to succeed, and work in a better CX.
        One of the biggest advantages is that all is in one platform.
        Read full review

        Usability

        CallMiner

        No answers on this topic

        Discontinued Products

        Our new hire Contact Center agents are able to pick it up quickly and intuitively use it without many questions. As an Admin I was able to learn it quickly with out much training by using internal and external resources
        Read full review

        Reliability and Availability

        CallMiner

        No answers on this topic

        Discontinued Products

        The application itself uses a hub and spoke model that can help isolate errors in one section of the application from the rest, creating a much more stable overall program. Of all of the outages that we've had with our contact center platform, I can count on one hand how often it was truly a Genesys issue rather than a network issue, server issue or issue with a platform relied upon for an integration (web services, db calls).
        Read full review

        Performance

        CallMiner

        No answers on this topic

        Discontinued Products

        Some of the client applications take a bit of time on initial load, but with the move towards web based applications that issue is alleviated. You can tell that effort really isn't putting into the desktop apps any longer and that the client development effort is being put into bringing Interaction Connect closer to feature parity with the desktop (and bringing wholly new features to Connect). As far as IVR operations, web service calls, database operations: they all operate reasonably.
        Read full review

        Support Rating

        CallMiner

        We have not yet had to contact support for our Eureka service.
        Read full review

        Discontinued Products

        Some cases are resolved quickly others are taking longer and the reseller sometimes has to chase support several times and explain the issue seen several times. While being a direct customer before, I recognise this and it seems that when a case moves to another engineer they don’t read the previous case notes or don’t understand what has been done. This, from a customers perspective, slows down resolution times.
        Read full review

        In-Person Training

        CallMiner

        No answers on this topic

        Discontinued Products

        I liked the setup of the whole class. The instructor knew the topic well enough to answer questions from entry level to a more advanced one.
        Instructor encouraged participation of the whole class and was able to engage every one. Also provided "real live" examples so everyone can relate to it.
        Read full review

        Online Training

        CallMiner

        No answers on this topic

        Discontinued Products

        The online training itself is good. You are provided resources and can self study to a certain point, but the pacing always felt off. Either snails pace or like trying to drink from a fire hose. I think this easily could have had to do with course material and my personal preparations, though. I would say my main gripe is that since the acquisition the team responsible for actually booking training is very unresponsive and often not knowledgeable about the courses they offer. Booking my last training was a real chore.
        Read full review

        Implementation Rating

        CallMiner

        No answers on this topic

        Discontinued Products

        Don't try to go the perfect solution as a first target. Work on answer the more needs with a simple solution. Then analyse and try again to answer the most needs with adding a bit if complexity only if require. No needs to customise straight from the beginning or deployment takes too long.
        Read full review

        Alternatives Considered

        CallMiner

        CallMiner Eureka was stronger in reporting but weaker inaccuracy. It provided good reports to focus our QA program and individuals but sometimes the interpretation of the statements was wrong.
        Read full review

        Discontinued Products

        Call Manager, you had to buy all the components that are out of the box for PureConnect. The licensing model is more expensive on the Cisco side vs the Genesys PureConnect side. Lastly was on the Cisco side since you have to connect/integrate all the components on the cisco side you have to have so many vendors to install those parts. This drives the cost up even more so it was not worth going that route for our organization.
        Read full review

        Scalability

        CallMiner

        No answers on this topic

        Discontinued Products

        Genesys PureConnect's core and adjunct model allows for fairly easy growth in satellite locations via off site session managers, remote located media servers, remote content servers, etc to allow you to spread the infrastructure out while not pushing as much network traffic to your core data centers.
        Read full review

        Return on Investment

        CallMiner

        • Easy to engage with customers.
        • Effective project communication platform.
        • Easy to provide reports and also manage contacts list.
        Read full review

        Discontinued Products

        • We're improving our CX by optimizing our call centers, using additional attributes and keys to identify the best rep for the job.
        • We are also streamlining the journey of each individual customer by using PureConnect as the central interface for omnichannel interactions, allowing us to pick up the conversation where we left off.
        • Using additional attributes that start with the contact center interaction, we're able to track a student journey and proactively step in - increasing our individualized support to focus on the student outcome.
        Read full review

        Screenshots

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