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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- 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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March 07, 2022
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 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.
- 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.
- The features for effective reports creation.
- Data integration functions.
- Powerful call and data management features.
- Collaboration solution.
- Easy to engage with customers.
- Effective project communication platform.
- Easy to provide reports and also manage contacts list.
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.
August 30, 2020
CallMiner Eureka: Overview
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.
- 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.
- Reduced churn
- Improved sales effectiveness
- Agent oversight
- WFH management
- Marketing automation
August 23, 2020
Eureka!
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.
- User-friendly interface
- Great reporting
- High customization
- More accurate transcripts.
- Faster loading times in the application.
- More effective coaching sessions with agents.