CallMiner [Private Offer Only]
CallMinerReviews from AWS customer
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Real Time Speech Analytics
What do you like best about the product?
That the program is "real time" and at any one moment I have an overview of what's happening across several offices. I especially like to be able to see the scripting on the open tile (which truly captures true to life and can indicate the need for an intervention with the agent).
What do you dislike about the product?
I'm not too fond of the scripting not being saved anywhere after the call ends.
What problems is the product solving and how is that benefiting you?
The benefits outweigh the disadvantages. We are solving needs for coaching by Rep dialogue vs. patient dialogue etc.
Best tool for speech/interaction analytics
What do you like best about the product?
Have a lot of operators to help create accurate syntax unlike most tools available
What do you dislike about the product?
Transcription for speakers with heavy accents tend to be inaccurate
What problems is the product solving and how is that benefiting you?
We're able to analyze more calls compared to manual evaluation which saves time and effort for end user
Excellent and cuztomizable call analysis software for deep dive into the nature of the conversations
What do you like best about the product?
The depth and customizable nature of the CM tool is truly impressive, and so important when it comes to finding data that matters. Even when the needed feature isn't there, The team is great at talking feedback and implementing ideas to continually innovate their tool.
Remember, the data from the conversations in your company is already there- you just need to have the right tools to find it. I think CallMiner is absolutely that too.
Remember, the data from the conversations in your company is already there- you just need to have the right tools to find it. I think CallMiner is absolutely that too.
What do you dislike about the product?
Sometimes, features that seem natural to have aren't there. that can be frustrating. Their SSO integration and the way it interacts with group permissions can be extremely frustrating to work with.
What problems is the product solving and how is that benefiting you?
We have recognized the power of emotional, true empathy on our calls.
We have eliminated high silence calls and excessive hold times.
We have transformed our QA from a slow, tedious person process to an automated, compliance base process, freeing our QA team to make more targeted, coaching feedback oriented examinations.
We have eliminated high silence calls and excessive hold times.
We have transformed our QA from a slow, tedious person process to an automated, compliance base process, freeing our QA team to make more targeted, coaching feedback oriented examinations.
Add more IDs for calls
What do you like best about the product?
The transcript and scoring system. But the best is the dashboard tool
What do you dislike about the product?
With the API, the metadata don't allow to match data with external sources. For example with 22% of the calls it's necesarry to match with external Repeats data
What problems is the product solving and how is that benefiting you?
72hr Repeat. Identification of behaviors that are associated with a higher repeat rate
Innovative platforms and helps you improve your work and business as well.
What do you like best about the product?
I am a former QA on another BPO company, and comparing CallMiner from the "old" ways or processes in monitoring agents is fantastic. CallMiner eliminates a subjective approach in monitoring calls. Sets fixed standards to the employees for them to know where areas they need to improve and to make sure they are doing great on their post.
What do you dislike about the product?
Some limitations, specifically using some of the special characters when looking for parameters on a category or filters on the advanced filter section on ANALYZE.
What problems is the product solving and how is that benefiting you?
It is much easier for the agents to get coaching done. It is just one click away for them to know if they did good or improvements are needed.
Recommendations to others considering the product:
CallMiner can still improve on the email part of the trasnciption, interface, and redactions.
Great Tool for Insights
What do you like best about the product?
CallMiner expanded our visibility into our interactions, allowing us to review calls more efficiently and automate our QA processes. W
What do you dislike about the product?
We are enjoying the product and do not have many issues with it.
What problems is the product solving and how is that benefiting you?
The first problem solved was expanding the scope of calls monitored and reducing waste in our quality department. Another problem we are able to solve is to undertand customer setniment not just through the sentiment analysis the tool offers, but also with the abiilty to target the aspect of the conversations where sentiment or emotions are expressed so we can also make our own assessments.
Innovative Product that's helped in this fast changing environment!
What do you like best about the product?
The reporting that we can pull using the system to drill down on a specific subject.
What do you dislike about the product?
The time it takes to test the language and not enough templates to assist with building the syntax.
What problems is the product solving and how is that benefiting you?
We were able to lower the percent of silence with the tool as well as determine the First Call Resolution. By doing this we had a good ROI.
Very user friendly interface and they keep updating their product.
What do you like best about the product?
Semantic building block and the new feature that they have come with (Realtime Alert)
What do you dislike about the product?
Even though Call miner has the best speech-to-text conversion, however, it will be great if it gets improved more.
What problems is the product solving and how is that benefiting you?
Chat/Call Drivers. Customer sentiments. Compliance
Great product that is robust in helping call centers.
What do you like best about the product?
I like pulling specific words and language around our goals throughout our organization and their departments. We can listen to calls from different teams, individuals and can quickly analyze speech. Scorecards are a great tool to help you measure the success of a program. The process takes time to learn and team but is not difficult. Improvements are constant and we are educated well by our AM.
What do you dislike about the product?
I wish that we could separate silence by channel or measure silence in the call by each channel compared to total speaking or call duration.
What problems is the product solving and how is that benefiting you?
We are solving compliance, engagement by our success teams and working towards coaching and improvement real time.
New to Utilizing CallMiner
What do you like best about the product?
CallMiner Eureka makes it easy to gather and analyze large groups of our content. I love that I can go into CallMiner Eureka and automatically start digesting the types of interactions our Members are having with our Agents.
What do you dislike about the product?
The loading time for searching built categories holds up my production time.
What problems is the product solving and how is that benefiting you?
Anything from our Agents average handle time decreasing, to evaluating our Member Experience.
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