CallMiner Eureka vs. SpiceCSM

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.

Incentivized

SpiceCSM does an excellent job at allowing agents to view customer information, access customer contact documentation history, and create cases to send to other departments or to have the account managed beyond an agent's capabilities. It is a great tool for tracking individual account activity such as returns, contact history, contact disposition history, and general account information. The analytics of SpiceCSM could be improved. The reports are not easily customizable, which leaves users frequently having to manually process data in Microsoft Excel.

Incentivized

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

Incentivized

• Personalization
• Segment Skills/Campaigns
• Support for issues

Incentivized

• Admin tools such as integration/ingestion tracking.

Incentivized

• Reporting - Not very customizable
• Managing Contact Dispositions (topics)
• Analytics user interface

Incentivized

SpiceCSM is user friendly and ties in nicely to our NICE inContact platform

Incentivized

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

Incentivized

Someone is always available to assist or answer questions.

Incentivized

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.

Incentivized

Salesforce and Zendesk. I like SpiceCSM better.

Incentivized

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

Incentivized

• Ability to analyze customer contact topic trends.
• Ability to sort callers and filter them to certain phone lines based on customer account information.
• Large data was lost after 90 days (contact level/call notes and details), so we have to save and backup the data ourselves. This takes up a bit of storage space.

Incentivized