CallMiner [Private Offer Only]

What do you like best about the product?

All the presentations, the roundtable discussion and the way they arranged the event giving the opportunity for the attendees to network.

What do you dislike about the product?

I am missing a little bit of energy from the crowd this year. It would be great to see more presentations and usecases that the crowd can learn from

What problems is the product solving and how is that benefiting you?

CallMiner Eureka helps identify customer pain points and agent coaching opportunities without manually reviewing every call. This saves time, improves service quality, and supports more informed decisions.

What do you like best about the product?

Innovative and ever evolving, support always available

What do you dislike about the product?

Sometimes new features that get rolled out have too many bugs

What problems is the product solving and how is that benefiting you?

More efficient and effective quality assurance and compliance

What do you like best about the product?

The endless possibilities of what you can do with the data are incredible. It’s a wealth of knowledge and offers endless opportunities for what you can achieve!

What do you dislike about the product?

I think it would be a neat feature if the system could highlight any duplicate syntax as I’m building it.

What problems is the product solving and how is that benefiting you?

Being able to identify trends based on issues we weren’t previously aware were occurring, including how often they happen and how significantly they impact the organization.

What do you like best about the product?

It’s easy to use and very complete. It offers many positive features, such as analysis tools.

What do you dislike about the product?

Some filters are too strict, and when I try to duplicate a page to compare two filters, I end up having to create the second filter from scratch instead of just changing one thing.

What problems is the product solving and how is that benefiting you?

Call auditing and call findings help us gather more information and better understand the areas that need improvement.

What do you like best about the product?

Being able to assess quality at scale helps us spot and quantify trends we would never have noticed before.

What do you dislike about the product?

I’ve run into technical issues with integrations, and connecting with certain telephony or CRM providers can be challenging to resolve.

What problems is the product solving and how is that benefiting you?

We’ve been able to scale up our quality monitoring, identify trends more clearly, and contact drivers while quantifying far more than we ever could before. We’re also using it to better understand where we can improve, where we have gaps, and where we can grow.

What do you like best about the product?

I like CallMiner Eureka for its ease of navigation and interface features, which make it easy to understand. The operators are strong, and the AI assistance appears to be promising.

What do you dislike about the product?

Renaming categories and placing them in different folders is tedious. Also, integration with CRMs is what I would like to see.

What problems is the product solving and how is that benefiting you?

I use CallMiner Eureka for interaction analytics, which helps with top topic identification and identifying gaps in processes.

What do you like best about the product?

What I like most about CallMiner is the depth and quality of the data it provides. The insights I can obtain allow me to produce meaningful analysis that directly enables action to be taken across the operation, rather than just high‑level reporting. The platform performs well and offers a wide range of functionality that would be valuable for any contact centre, with a UI that is intuitive once embedded into day‑to‑day use and strong integration capabilities that support downstream reporting and analysis.
From a value perspective, the insight generated easily justifies the investment, and the support and onboarding experience has been strong. In terms of AI and intelligence, the analytics capabilities are particularly powerful. One feature I especially like is Coach, as it plays a key role in driving continuous improvements in call handling and supporting real behavioural change within the operation.

What do you dislike about the product?

One area where CallMiner is currently a bit behind is in parts of its AI capabilities, although it’s clear this is being addressed in upcoming platform updates. Also, while the newer API is a step in the right direction, it still lacks some helpful functionality—especially around advanced filtering and access to company-level usage data. These gaps don’t take away from the overall value of the platform, but closing them would further improve its flexibility and analytical potential.

What problems is the product solving and how is that benefiting you?

CallMiner Eureka helps solve the challenge of turning large volumes of unstructured conversation data into clear, actionable insights. It lets me understand what’s really happening across customer interactions at a scale that would be impossible to uncover manually. For me, this means I can make more data-driven decisions and support continuous improvement across the operation.

What do you like best about the product?

I use CallMiner Eureka for coaching and development, and it gives quick insights, which I find really helpful. The AI assist has been very useful, providing valuable information very quickly. The initial setup was very straightforward.

What do you dislike about the product?

not enough AI in the coach platform

What problems is the product solving and how is that benefiting you?

I use CallMiner Eureka for coaching and development. It gives quick insights and provides valuable information very quickly, making it useful for getting fast feedback.

What do you like best about the product?

I like CallMiner Eureka for its 360-degree view of the customer. It really helps to ensure that every conversation is personalized and focused on solving the customer's problem. Additionally, it helps in minimizing the contact center interactions.

What do you dislike about the product?

Well, obviously, next best action and also having more insights into customer's problem and also predicting the next best action. Based on what the customer is likely to do.

What problems is the product solving and how is that benefiting you?

CallMiner Eureka helps customers make informed decisions and get the best from interactions with contact center agents by personalizing conversations and minimizing interactions.

What do you like best about the product?

What I value most about CallMiner Eureka is how it transforms every customer interaction, whether voice or digital, into meaningful insights that can be acted upon. It goes beyond simple transcription or scoring by linking what was said to the underlying reasons and showing how these conversations affect business results.

What do you dislike about the product?

While CallMiner Eureka offers robust analytics and automation features, the primary challenges lie not in its capabilities but in its usability, adoption, and integration. For new groups or organizations, there can be a significant barrier to entry, as utilizing the tool often demands considerable time and resources.

What problems is the product solving and how is that benefiting you?

CallMiner Eureka addresses a longstanding challenge in customer experience operations by transforming unstructured conversation data into actionable insights that lead to measurable improvements.