CallMiner [Private Offer Only]
CallMinerReviews from AWS customer
0 AWS reviews
-
5 star0
-
4 star0
-
3 star0
-
2 star0
-
1 star0
External reviews
226 reviews
from
External reviews are not included in the AWS star rating for the product.
Quality Assessment at Scale That Uncovers Hidden Trends
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.
A Platform That Drives Actionable Insight
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.
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.
Fast Insights, Needs More AI Depth
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.
Empowers Decisions, Enhances Customer Experience
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.
Powerful Insights and Excellent Partnership
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.
Callminer Delivers Fast, Actionable Insights for Customer Service Teams
What do you like best about the product?
Callminer removes questions and provides answers. I am a customer service professional and have been for a very long time. This tool allows my team to get answers from thousands of customers. The answers are there; I just need to ask the question.
What do you dislike about the product?
Set-up can be challenging. There is a steep learning curve.
What problems is the product solving and how is that benefiting you?
CallMiner answers most questions, even those that I have not asked. The reporting is key, the detail is precise, and the intention behind it is unmatched. Creating subscriptions allows for team members to stay involved and invested. It allows for the grading of coaches.
Transforms Conversations into Actionable Insights with Powerful Analytics
What do you like best about the product?
CallMiner Eureka offers robust speech analytics features that truly help reveal the authentic voice of the customer. I especially appreciate how it can automatically categorize calls, detect emotions, and highlight emerging trends. The platform enables our team to link data with genuine human experiences, transforming conversations into actionable insights that support improvements in customer experience and operations. Its dashboards, filters, and text mining tools simplify the process of analyzing agent performance and uncovering root causes on a large scale.
What do you dislike about the product?
While Eureka is a powerful and continually developing platform, its interface can become cumbersome when handling numerous datasets or filters. Exporting large reports often takes considerable time. Additionally, certain visualizations may need further customization in external tools to fully support specific business storytelling requirements. There are also occasional transcription errors with complex accents, which can have a minor impact on sentiment accuracy, although these issues are gradually being addressed through updates.
What problems is the product solving and how is that benefiting you?
CallMiner Eureka allows us to turn thousands of customer conversations into meaningful insights. It helps us pinpoint the main reasons customers contact us, track emotion trends, and observe agent behaviors that influence both satisfaction and efficiency. With automated theme detection and sentiment scoring, our manual QA processes have been replaced by a more data-driven method. This shift has enhanced our ability to assess empathy, compliance, and ownership in every call, resulting in improved coaching and quicker identification of root causes.
We now leverage these insights to foster collaboration among our CX, Operations, and Product teams, ensuring that voice-of-customer data informs our business decisions. Overall, this has led to increased visibility into performance, shorter analysis times, and a noticeable improvement in the customer experience.
We now leverage these insights to foster collaboration among our CX, Operations, and Product teams, ensuring that voice-of-customer data informs our business decisions. Overall, this has led to increased visibility into performance, shorter analysis times, and a noticeable improvement in the customer experience.
Great for AI Data Integration, But BA Lounge Needs Longer Access
What do you like best about the product?
I appreciate how the platform allows me to integrate AI data with keywords, making it easier to identify trends.
What do you dislike about the product?
I think the BA Lounge should offer longer timeframes. The current duration feels too limited.
What problems is the product solving and how is that benefiting you?
CallMiner Eureka transforms unstructured customer conversations into actionable insights. It addresses the challenge of having limited visibility into the reasons behind customer calls and the performance of agents. By analyzing every interaction, it enables me to identify trends, understand sentiment, and uncover the root causes of issues. This allows me to make informed, data-driven improvements in performance, training, and the overall customer experience.
AI Assist Is Helpful, but Page Timeouts Are Frustrating
What do you like best about the product?
What I appreciate most is AI Assist. It not only helps clarify aspects of CallMiner that I am not entirely familiar with, but it also supports me when I am struggling to build a category or create syntacs. Customer support is also amazing; I feel that I can always reach out if I need help and receive a quick response. I can either open a ticket or reach out by email.
What do you dislike about the product?
One thing that bothers me is how the pages time out. I often keep several pages open simultaneously, and when one of them times out and logs off, it ends up affecting all my other open pages as well.
What problems is the product solving and how is that benefiting you?
This tool addresses the challenges in call monitoring by making it simple for us to set up categories that capture specific calls, depending on what either the customer or the associate says. This is especially helpful when unexpected events occur that could impact our customers, such as a recall, a storm, or a government shutdown. With this capability, we can track how many customers are affected and how rapidly the situation is developing, which enables us to quickly adjust our processes or provide support to customers when necessary.
Callminer Listen never disappoints
What do you like best about the product?
I like that is constantly evolving and improving. Also they listen to any suggestions or requests that we as clients have.
What do you dislike about the product?
Sometimes when changes or upgrades are implemented, other things "break".
What problems is the product solving and how is that benefiting you?
Callminer is helping us identify Compliance issues in our call centers and being able to act on them immediately. It has also automated the Quality Assurance Processed and increased the number of calls audited from 10 per month per agent to ALL calls per month for all agents in our call centers.
We are able to immediate insights when new things arise, for example govenrment shutdowns , hurricanes, etc. This allows us to respond to our customers needs as soon as they arise.
We are able to immediate insights when new things arise, for example govenrment shutdowns , hurricanes, etc. This allows us to respond to our customers needs as soon as they arise.
showing 1 - 10