CallMiner Eureka

CallMiner Eureka

Score 8.1 out of 10
CallMiner Eureka

Overview

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...
Read more

Recent Reviews

Read all reviews

Video Reviews

Leaving a video review helps other professionals like you evaluate products. Be the first one in your network to record a review of CallMiner Eureka, and make your voice heard!

Record a review
Return to navigation

Pricing

View all pricing
CallMiner Eureka

CallMiner Eureka

N/A
Unavailable

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…

Entry-level set up fee?

  • No setup fee

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting / Integration Services

Would you like us to let the vendor know that you want pricing?

3 people want pricing too

Alternatives Pricing

Wingman

Wingman

$60
per month per rep
What is Wingman?

Wingman is a real-time sales coaching tool that gives sales reps the right information at the right time, while they are on a call. Wingman automatically joins sales calls and based on the conversation, cue-cards show up to help sales reps with customer objections, questions and behavior…

Mediafly Intelligence360

Mediafly Intelligence360

$65
per month
What is Mediafly Intelligence360?

InsightSquared Sales Analytics is a sales analytics and development platform that also supports demand generation analytics and SaaS reporting. It is designed for providing insights into sales processes, closing rates, pipeline and revenue forecasts, calculating KPIs, and market hiring processes.

Return to navigation

Product Details

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.

CallMiner Eureka Videos

CallMiner Eureka Case Study: SiriusXM
CallMiner Eureka Case Study: Conn's Home Plus

CallMiner Eureka Technical Details

Operating SystemsUnspecified
Mobile ApplicationNo
Return to navigation

Comparisons

View all alternatives
Return to navigation

Reviews and Ratings

 (12)

Attribute Ratings

Reviews

(1-5 of 5)
Popular Filters
Companies can't remove reviews or game the system. Here's why
March 07, 2022

Excellent Calls and Project Communication Management Software and the Most Effective Scheduling Platform.

Annette Gilmour | TrustRadius Reviewer
Annette Gilmour
Senior Project Manager
Linio Group (Internet, 1001-5000 employees)
Score 9 out of 10
Vetted Review
Verified User
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 and Cons
  • It was easy tracking of various conversations.
  • Reports are effective.
  • Easy to collect data insights.
  • Technical help to be advanced.
  • Deep setting requires an experienced Engineer.
  • Interface looks complicated to new users.
Likelihood to Recommend
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.
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
February 25, 2022

Good product but accuracy is sometimes off.

MG
Mark Goin
Consultant
ProService (Outsourcing/Offshoring, 51-200 employees)
Score 7 out of 10
Vetted Review
Verified User
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 and Cons
  • Reporting
  • Sentiment analysis
  • Trending
  • Accuracy
  • Customer Service
Likelihood to Recommend
It is good for evaluating the customer experience and judging customer sentiment.
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.
Alternatives Considered
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.
Other Software Used
February 24, 2022

CallMiner Eureka makes my job easy

Verified User
Executive in Marketing
Banking Company, 51-200 employees
Score 8 out of 10
Vetted Review
Verified User
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 and Cons
  • Intent scoring
  • Custom User Dashboards
  • Drill down to each touchpoint experience
  • The quality of the playback could be improved
  • The options for expanding the dashboard metrics
  • Allowing for users to share details
Likelihood to Recommend
We had a caller complain about an experience they had with us. When we went back to listen to all of the calls with the call center rep there did not seem to be any major issues. Some communication concerns but nothing that would make the caller upset. It was not until we discovered the issue came from an email.
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
We used an in-house product our developers built that only did a handful of things. When we moved to CallMiner we were able to expand our features and I love that they update and maintain the system for us. I get alerts that the system is being updated and that new features are coming.
Other Software Used
August 30, 2020

CallMiner Eureka: Overview

Verified User
Executive in Professional Services
Management Consulting Company, 1-10 employees
Score 10 out of 10
Vetted Review
Reseller
Use Cases and Deployment Scope
We provide speech analytics as a service, and CallMiner Eureka is our product of choice. It is inherently flexible and can be used to deliver results across industries due to its flexibility and ability to be customized.
Pros and Cons
  • 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.
  • Admin tools such as integration/ingestion tracking.
Likelihood to Recommend
Eureka is powerful in any environment where there is interaction traffic, size notwithstanding. The tool is useful on simple use-cases like QA effort reduction, and compliance, but also Excels with more complex uses such as driving sales effectiveness, churn, etc.
Return on Investment
  • Reduced churn
  • Improved sales effectiveness
  • Agent oversight
  • WFH management
  • Marketing automation
Support Rating
8
Support is strong overall, responsiveness could always be better in any support environment.
August 23, 2020

Eureka!

LB
Lenny Byers
Service Support Specialist
Century Support Services (Financial Services, 201-500 employees)
Score 8 out of 10
Vetted Review
Verified User
Use Cases and Deployment Scope
Our company currently uses Eureka for multiple departments. We are utilizing CallMiner to score our agents on their live incoming and outbound contacts. Eureka currently is addressing our quality assurance needs. We are always looking to add and tweak the verbiage that CallMiner is looking for to optimize the agent's scorecards, to develop stronger more knowledgeable, and more efficient agents.
Pros and Cons
  • User-friendly interface
  • Great reporting
  • High customization
  • More accurate transcripts.
  • Faster loading times in the application.
Likelihood to Recommend
Eureka CallMiner is very suited for call centers that are trying to get a feel for what the agents are saying, as well as the customers on the other end of the phone. It can help with calibration sessions to assure that quality and accuracy are being given to each customer.
Return on Investment
  • More effective coaching sessions with agents.
Support Rating
10
We have not yet had to contact support for our Eureka service.
Other Software Used
Return to navigation