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Eureka - Starter Edition

CallMiner, Inc. | 1

Reviews from AWS Marketplace

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External reviews

42 reviews
from G2

External reviews are not included in the AWS star rating for the product.


    Jose M.

Speech analyst

  • May 12, 2020
  • Review verified by G2

What do you like best?
Easy of use. Out of box categories are great starting points. Training from BA after getting the product is great.
What do you dislike?
Unable to have a length of time for las 60 days, 90 days , 120 days, and last 12 months. I would like to see the following changes: When exporting it should have the name of the category as an option. When using a subscription it should allow us to specify the name of the category.
What problems are you solving with the product? What benefits have you realized?
Silence, productivity, reduction of escalated calls, increase of FCR and CX. Trend analysis, call routing, customer journey, reduce operating cost
Recommendations to others considering the product:
Give it a try. You are able to get tests done with a sample if your own data. Easy to use and integrate. Their support team is amazing. You are never alone in a time of need. They also have a community setup where you can get help from other speech analysts that use call miner around the world.


    Information Technology and Services

Great speech analytics platform

  • May 12, 2020
  • Review verified by G2

What do you like best?
Ability to review numerous calls at once
What do you dislike?
Limited Out of the box reporting features
What problems are you solving with the product? What benefits have you realized?
Transcription accuracy is an issue. I've been able to build a compliance program around callminer


    Retail

Great experience

  • April 19, 2020
  • Review provided by G2

What do you like best?
The product allows a very small ramp time to being able to access and derive insights from call content.
What do you dislike?
Limited AI incorporated into offering / need depth of human input so conclusions can still be biased.
What problems are you solving with the product? What benefits have you realized?
Quality monitoring, general analytics insights,etc.


    Financial Services

CM Review

  • April 13, 2020
  • Review provided by G2

What do you like best?
The employees. If you need help, it's easy to get and they go out of their way to make sure your needs are met.
What do you dislike?
Speech recognition engine could be more precise when dealing with regional accents.
What problems are you solving with the product? What benefits have you realized?
Gives us the ability to review and score many more calls than in a manual QA environment.


    Professional Training & Coaching

User friendly Speech Analytics platform

  • April 09, 2020
  • Review provided by G2

What do you like best?
The way you can build categories and use filters
What do you dislike?
The folders, would prefer nesting folders
What problems are you solving with the product? What benefits have you realized?
Finding calls quicker with categories I have built and easy to pinpoint areas of improvement for call center


    Insurance

CM Offers All Tools Necessary for a Successful Voice Analytics Program

  • March 23, 2020
  • Review provided by G2

What do you like best?
Easy to learn and operate user interface
What do you dislike?
Offers minimal visualization tools (for now)
What problems are you solving with the product? What benefits have you realized?
Sales improvement, compliance auditing

Increased sales, lower compliance issues and placement rate


    Insurance

Essential Tool for Call Center Analytics

  • March 06, 2020
  • Review verified by G2

What do you like best?
The ability to pinpoint specific words, phrases and key criteria during calls.
What do you dislike?
At times get false positives, although it comes down to working on the syntax.
What problems are you solving with the product? What benefits have you realized?
Solving issues related to specific call criteria not being discussed. Improving quality of interactions on calls.


    Jonathan F.

One of the best Speech Analytics Platforms on the Market today

  • March 06, 2020
  • Review provided by G2

What do you like best?
Ease of searching contacts, ability to follow transcriptions and analyse based on how certain words or phrases are presented within the system.
What do you dislike?
It can be time consuming to catch all the different ways non dictionary words are presented. This is not based on phonetics, so it can change wildly from agent to agent.
What problems are you solving with the product? What benefits have you realized?
Compliance of our sales process.
Recommendations to others considering the product:
Make sure you have folks that are dedicated to using the platform in order to get the most out of the Speech Analytics portion of the software.


    Paul Jeremy S.

CallMiner has given us a good picture of our customers

  • March 05, 2020
  • Review verified by G2

What do you like best?
The best thing is that it gives you to search into your conversations and can link data from your phone and ordering systems that are searchable in the client application.
What do you dislike?
As we went into the training we found that the transcription is only around %85 accurate and isn't tunable. We can take the same recording and put it into other Voice recognition software and get significantly more accurate transcription.
What problems are you solving with the product? What benefits have you realized?
We have focused on operation efficiency and have been able to do rapid analysis of questions about user experience with accuracy and higher sample size.


    Financial Services

Salesforce - Call Center Manager

  • March 05, 2020
  • Review provided by G2

What do you like best?
The ease of functionality when using the Call Miner. The training was very comprehensive & the support that seems to be offered. It seems you can really dial down to what you are trying to achieve.
What do you dislike?
Some of the formulas that you are required to use were a bit confusing. Would need additional resources to rely on
What problems are you solving with the product? What benefits have you realized?
Telephone Consumer Protection Act (TCPA) Violations
Customer Services Issues
Monitoring Calls & pulling recordings for New Hires on-boarding to the company.

We realized some Loan Officers are using the wrong call dispositions by viewing the length of the call