Name: Conn's Home Plus Customer Success Story
Uploaded: 2018-08-06T13:35:18.000Z
Duration: 3 min 21 s
Description: CallMiner Eureka Case Study: Conn's Home Plus

Help Desk

Web and Video Conferencing

Customer Support

Batch Management Software

Product Lifecycle Management (PLM)

Development

Business Intelligence (BI)

Collaboration

Digital Rights Management (DRM)

Enhanced 911 (E911)

Facility Management

IP PBX

Operational Analytics

Policy Management

Enterprise

Accounting

Invoicing

Nonprofit Accounting

Subscription Management

Finance and Accounting

Applicant Tracking

Corporate Learning Management

Employee Recognition

Employee Scheduling

HR Management

Payroll

Stock Option Plan Administration

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

Application Performance Management (APM)

Archiving

Build Automation

Cloud Cost Management

Cloud Storage

Code Review

Configuration Management Databases

Data Mapping

Density-Optimized Servers

Email Encryption

Firewall Security Management

Fraud Detection

IP Address Management (IPAM)

IT Service Providers

Integration Platform as a Service (iPaaS)

Log Management

Managed DNS

Network Performance Monitoring

Software-Defined WAN

System Monitoring

Web Scraping

WiFi Hotspot

Workload Automation

Information Technology

A/B Testing

Ad Serving & Retargeting

All-in-One Marketing

Audio Editing

Content Management

Email Deliverability

Email Marketing

Marketing Automation

Online Proofing

Search Engine Marketing (SEM)

Social Media Management

Social Media Marketing

Survey & Forms Building

Web Analytics

Marketing

Job Site Management

Project Management

Waste Management

Writing and Proofreading Tools

Professional Services

Customer Relationship Management (CRM)

Product Configuration

Social Commerce

Sales

Laboratory Information Management

Membership Management

Roofing

Vertical-Specific

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### Customer Experience Enhancement
Users generally praise CallMiner Eureka for its effectiveness in improving customer experience and enhancing customer interactions. The platform's ability to track and analyze customer touchpoints across various channels like email, text, and phone is highly valued by users. Additionally, the automated scoring feature and journey mapping functionality are highlighted as key strengths in understanding and optimizing customer experiences. Users appreciate the platform's role in quickly identifying customer issues, rewarding top-performing call center reps, and achieving cost savings. CallMiner Eureka is seen as a valuable tool for enhancing customer interactions and ensuring quality service delivery. (Source Reviews: [1](https://www.trustradius.com/reviews/callminer-eureka-2022-02-23-10-54-47), [2](https://www.trustradius.com/reviews/callminer-eureka-2022-03-07-08-19-24), [3](https://www.trustradius.com/reviews/callminer-eureka-2022-02-23-12-08-17), [4](https://www.trustradius.com/reviews/eureka-2020-08-27-10-14-42), [5](https://www.trustradius.com/reviews/eureka-2020-08-20-08-51-57))

### Agent Performance and Coaching
Users consistently highlight the effectiveness of CallMiner Eureka in enhancing agent performance and coaching. The platform's ability to provide detailed insights into agent interactions and facilitate targeted coaching sessions is widely appreciated. Reviewers emphasize the value of the customizable features that allow organizations to tailor the coaching process to meet their specific needs. Additionally, the visualizations offered by Eureka enable quick decision-making based on performance trends and findings, further contributing to the overall success of agent coaching initiatives. (Source Reviews: [1](https://www.trustradius.com/reviews/callminer-eureka-2022-02-23-12-08-17), [2](https://www.trustradius.com/reviews/eureka-2020-08-20-08-51-57), [3](https://www.trustradius.com/reviews/eureka-2020-08-27-10-14-42))

### Quality Assurance and Compliance
Some users praise CallMiner Eureka for its robust quality assurance and compliance functionalities, highlighting its effectiveness in enhancing agent performance and optimizing scorecards. Others, however, express mixed opinions, with some noting room for improvement in these areas. The tool's ability to streamline QA efforts and ensure compliance is acknowledged, but there are also suggestions for further enhancements to meet diverse business needs. (Source Reviews: [1](https://www.trustradius.com/reviews/callminer-eureka-2022-02-23-10-54-47), [2](https://www.trustradius.com/reviews/eureka-2020-08-27-10-14-42), [3](https://www.trustradius.com/reviews/eureka-2020-08-20-08-51-57))

### Reporting and Analytics
Users generally praise CallMiner Eureka for its robust reporting and analytics capabilities. Reviewers consistently highlight the platform's user-friendly interface, high customization options, and the effectiveness of its reporting features. However, some users have expressed concerns about the quality of playback and the need for more dashboard metrics. Despite these minor drawbacks, the general consensus leans towards positive feedback regarding CallMiner Eureka's reporting and analytics functionalities. (Source Reviews: [1](https://www.trustradius.com/reviews/callminer-eureka-2022-03-07-08-19-24), [2](https://www.trustradius.com/reviews/callminer-eureka-2022-02-23-12-08-17), [3](https://www.trustradius.com/reviews/eureka-2020-08-20-08-51-57))

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.

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.

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Likelihood to Recommend

Support Rating

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Learn why SiriusXM trust's CallMiner to improve call center agent performance to their 35 million customers. Learn more at callminer.com

CallMiner Eureka Case Study: Conn's Home Plus

Conn's Home Plus Customer Success Story

Conn's Home Plus is an electronics and home appliance retailer, which also offers financing to their customers.  Their multiple call centers and over 350 agents rely on CallMiner to supply real-time agent feedback for stronger coaching to create a better customer experience.

Conversation Intelligence Software Features

Conversation Intelligence Software Features allow users to automate various forms of conversation transcribing.

Speech-to-Text Transcription

Automatically transcribes audio recordings of conversations into text for easy review and analysis.

Keyword Detection

Identifies and highlights key words or phrases within the transcribed conversations to help users pinpoint important topics.

Sentiment Analysis

Analyzes the tone and sentiment of the conversation to determine the overall mood and sentiment of the participants.

Speaker Diarization

Separates and labels different speakers in the conversation, allowing users to track who said what during the discussion.

Call Recording Playback

Enables users to listen to recorded conversations for additional context and verification of the transcribed content.

Call Summarization

Provides a summary or overview of the conversation, highlighting key points and takeaways for quick reference.

Conversion Metrics

Tracks and measures conversation metrics such as talk time, silence duration, and engagement levels to evaluate communication effectiveness.

Keyword Search & Retrieval

Allows users to search for specific keywords or phrases within the conversation transcripts for efficient information retrieval.

Call Tagging

Enables users to tag conversations with labels or categories for organization and easy retrieval based on specific criteria.

Integration with CRM Systems

Integrates with Customer Relationship Management (CRM) systems to automatically log conversation details, update customer records, and track follow-up actions.

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TrustRadius is a technology and business research firm based in Austin, Texas. The company is known as a review platform for verified B2B technology and software reviews through a proprietary algorithm and human verification.

TrustRadius

Customer service

Technical help

Interface looks

Faster loading

New users

Loading times

Admin tools

Users to share

Bi tools

Collect data

Decisions based

Data insights

Custom user

User friendly

Drill down

Friendly interface

Sentiment analysis

User friendly interface

Home

Conversation Intelligence Software

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.

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

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

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.

Tableau Online, NICE inContact CXone, Slack

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

CallMiner Eureka

Overview

What is CallMiner Eureka?