CallMiner Eureka vs. Verint Voice of the Customer

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

Verint is very well suited for the corporate enterprise market as it has sufficient granular permission controls, feature rich and scalable. Their pricing model is also very cost effective as it doesn't punish you for being successful (getting lots of submissions or responses). If you are considering Verint, you should ask very specific questions for functionality to make sure it is covered.

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

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• Flexible for making changes to survey questions, layout, and text
• Great tracking of customer responses as well as ease of integrating Google Analytics for additional tracking
• Support team was very knowledgeable and responses to requests

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• Admin tools such as integration/ingestion tracking.

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• Does simple very well, but complicated not as well. It is NOT a survey system.
• Some of the reports are still a bit old for display, but new features have been released recently giving more options.
• Standard deployment templates may be a bit limited for customization, or you need to go to fully customized and do the development yourself.

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The cost versus product is a good value, so it all depends on the customer's needs/wants, and of course, budget

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Overall usability is easy and while I have been using it for years and used to it, new users seem to be able to create surveys without any training or hand holding. Simply create a login and they can figure it out themselves quickly because of the intuitive nature of the layout. Verint could use to improve or update the user interface as it seems very dated visually.

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

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Every support contact I have had, be it by email, live chat or phone, I have had my issue resolved very quickly, efficiently and professionally by a knowledgeable and well trained support team member. Having worked in technical support many years ago myself, I can appreciate the level of service and quality of support offered by Verint. I would, without hesitation, say that Verint offers one of the best support experiences out there.

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.

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ForeSee offers data that is complimentary to Domo. ForeSee wins on ease of use, simple navigation and practical data from the consumer! ForeSee could be deadly when paired with Domo. The ability to pair sales with customer engagement visually is a valuable tool. ForeSee has the visual modeling down and can handle multiple data sets.

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

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• Provides real-time voice of the customer feedback
• Integration with other analytics platforms is a plus but can be cumbersome to set up
• Initial setup can be problematic

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