CallMiner Eureka makes my job easy
February 24, 2022

CallMiner Eureka makes my job easy

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with CallMiner Eureka

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
  • 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.

Do you think CallMiner Eureka delivers good value for the price?

Yes

Are you happy with CallMiner Eureka's feature set?

Yes

Did CallMiner Eureka live up to sales and marketing promises?

Yes

Did implementation of CallMiner Eureka go as expected?

Yes

Would you buy CallMiner Eureka again?

Yes

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.

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