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CallMiner Eureka

Score9 out of 10

16 Reviews and Ratings

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What is CallMiner Eureka?

CallMiner provides conversation analytics to drive business performance improvement. Powered by artificial intelligence and machine learning, CallMiner delivers a platform to analyze omnichannel customer interactions at scale, allowing organizations to interpret sentiment and identify patterns to reveal deep understanding from every conversation.

Categories & Use Cases

Reviews

What users are saying about CallMiner Eureka.
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Excellent Calls and Project Communication Management Software and the Most Effective Scheduling Platform.

Incentivized
Annette GilmourView profile
Senior Project Manager in Information Technology at Linio Group (1001-5000 employees employees)

Use Cases and Deployment Scope

Easy and Effective call management platform with multiple excellent capabilities which any user can easily get used to their functionalities concepts. CallMiner Eureka allows easy tracking of calls and also the engagement capability is the best and the features were very easy to custom. The solution provides accurate communication and the data analytics results are offered in real-time capability.

Pros

  • It was easy tracking of various conversations.
  • Reports are effective.
  • Easy to collect data insights.

Cons

  • Technical help to be advanced.
  • Deep setting requires an experienced Engineer.
  • Interface looks complicated to new users.

Most Important Features

  • The features for effective reports creation.
  • Data integration functions.
  • Powerful call and data management features.
  • Collaboration solution.

Return on Investment

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

Other Software Used

Intradiem, NICE Uptivity, CallHippo

Good product but accuracy is sometimes off.

Incentivized
Mark Goin
Consultant in Customer Service at ProService (51-200 employees employees)

Use Cases and Deployment Scope

CallMiner Eureka allowed us to see insights into the quality of customer service and the pain points of our customers.

Pros

  • Reporting
  • Sentiment analysis
  • Trending

Cons

  • Accuracy
  • Customer Service

Most Important Features

  • Customer satisfactions
  • Marketing

Return on Investment

  • It allowed us to supplement the QA program to improve customer experience
  • It allowed us to better market products to our customers.

Other Software Used

LiveVox CCaaS, Microsoft Teams, Slack

Eureka!

Incentivized
Lenny Byers
Service Support Specialist in Customer Service at Century Support Services (201-500 employees employees)

Pros

  • User-friendly interface
  • Great reporting
  • High customization

Cons

  • More accurate transcripts.
  • Faster loading times in the application.

Return on Investment

  • More effective coaching sessions with agents.

Other Software Used

Tableau Online, NICE inContact CXone, Slack

CallMiner Eureka makes my job easy

Incentivized
Verified User
Executive in Marketing (51-200 employees employees)

Use Cases and Deployment Scope

I use CallMiner Eureka Analyze to track and compare my customers experiences and each of my call center reps performance. I like the automated scoring feature and the automated journey mapping which allows me to see all of the customer touchpoints across all of me marketing channels like email, text and phone.

Pros

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

Cons

  • The quality of the playback could be improved
  • The options for expanding the dashboard metrics
  • Allowing for users to share details

Most Important Features

  • Reporting is great
  • Ease of use, fast to get up and running
  • Procing is very good compared to the competition

Return on Investment

  • Positive - quickly find any customer issues
  • Positive - able to reward call center reps with top performance
  • Positive - cost savings from our previous process

Alternatives Considered

Google Analytics

Other Software Used

Salesforce CMS, Velocify by Ellie Mae, Encompass from Ellie Mae

CallMiner Eureka: Overview

Incentivized
Verified User
Executive in Professional Services (1-10 employees employees)

Pros

  • Customization: Can be tailored to any organization's needs.
  • Open: APIs allow for export of data into other systems (CRM, BI tools, etc.).
  • Visual: Visualizations allow users to make quick decisions based on trends, findings, etc.

Cons

  • Admin tools such as integration/ingestion tracking.

Return on Investment

  • Reduced churn
  • Improved sales effectiveness
  • Agent oversight
  • WFH management
  • Marketing automation