Excellent Calls and Project Communication Management Software and the Most Effective Scheduling Platform.
Easy and Effective call management platform with multiple excellent capabilities which any user can easily get used to their …
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…
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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…
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- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
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- Tech 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 Systems | Unspecified |
|---|---|
| Mobile Application | No |
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Community Insights
TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!
- Recommendations
Users commonly recommend several improvements for CallMiner. First, they suggest fixing the issues related to data searching and loading time, aiming to enhance the speed and efficiency of these processes. Second, users recommend adding the option to export raw data in Binary format, which can lead to faster results and smoother analysis. This feature would enable users to obtain insights more efficiently. Lastly, users emphasize the importance of having dedicated staff and expertise to fully leverage the Speech Analytics portion of CallMiner. Having specialized personnel who can extract valuable insights from call center transactions is seen as vital for improving business performance. Additionally, users find CallMiner to be a valuable investment that pays for itself over time. They recommend exploring hidden insights in call center transactions, attending demos at industry events, leveraging advice from other users, and having a clear roadmap for effective use of the software. Persistence, dedication, thorough documentation, correct metadata input, and planning for future business goals are also recommended to make the most out of CallMiner's capabilities.
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Reviews
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February 25, 2022
Good product but accuracy is sometimes off.
CallMiner Eureka allowed us to see insights into the quality of customer service and the pain points of our customers.
- Reporting
- Sentiment analysis
- Trending
- Accuracy
- Customer Service
- Customer satisfactions
- Marketing
- It allowed us to supplement the QA program to improve customer experience
- It allowed us to better market products to our customers.
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.
February 24, 2022
CallMiner Eureka makes my job easy
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.
- 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
- Reporting is great
- Ease of use, fast to get up and running
- Procing is very good compared to the competition
- Positive - quickly find any customer issues
- Positive - able to reward call center reps with top performance
- Positive - cost savings from our previous process
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.