CallMiner [Private Offer Only]
CallMinerReviews from AWS customer
0 AWS reviews
-
5 star0
-
4 star0
-
3 star0
-
2 star0
-
1 star0
External reviews
222 reviews
from
External reviews are not included in the AWS star rating for the product.
Using CallMiner Eureka has helped us improve agent performance and focus on KPIs like talk time etc
What do you like best about the product?
Disclosure compliance, agent pitche scores
What do you dislike about the product?
Not anything I can recall, probably having to deal with ingestion issues
What problems is the product solving and how is that benefiting you?
Agent outlier managment, capturing calls that cause an escalation, monitor repeat contacts etc
CallMiner is sick!
What do you like best about the product?
CallMiner is super cool and helps so much in the call center world. Thanks so much!
What do you dislike about the product?
it is pricey, and the setup is very time-consuming, but is worth it.
What problems is the product solving and how is that benefiting you?
We are able to run reports and detect things agents shouldnt be saying automatically!
Fast and efficient results
What do you like best about the product?
Search is easy and user friendly.
Exporting and analysis of results is helpful.
Exporting and analysis of results is helpful.
What do you dislike about the product?
Catagory and syntax updates are at times slow to complete.
What problems is the product solving and how is that benefiting you?
Trend analysis and agent behaviors are our current focus. We use category and search daily to achieve desired results.
A powerful and easy to use tool
What do you like best about the product?
Gives you the ability to analyze thousand of calls in one go
What do you dislike about the product?
none that I can think of. overall I'm satisfied with CM
What problems is the product solving and how is that benefiting you?
Retention rate, we were able to surface which offers works best and which one has the lowest chance of success
Recommendations to others considering the product:
Go for it, It will definitely boost the value you can offer to your client
Innovation for Business Success
What do you like best about the product?
The simplicity of navigating across all tabs/functions. The AI used to minimize manual efforts are to name a few.
What do you dislike about the product?
More categories/syntax/scores to deep dive and analyze further
What problems is the product solving and how is that benefiting you?
Increase sales/NPS/CSAT and recommend clients ways to improve business
Great product, worth a look if you need Speech Analytics
What do you like best about the product?
Insights into calls that we otherwise wouldn't have the time to flag for issues. APIs that are included are great for out of the system analytics if that's your jam! I know we utilize this for several of our campaigns in which we have to determine what calls we would like to send to a partner for calibration sessions.
What do you dislike about the product?
Eureka can be hard to search at first, but with a bit of effort, you can remember the syntax to get searching with the best results.
What problems is the product solving and how is that benefiting you?
Redaction, Coaching, and compliance.
Recommendations to others considering the product:
Start small, a simple question or project. Do NOT attempt to automate your QA form straight out of the gate. Practice each day to get a little better about what you are looking at and trying to understand how the system works. It's also best to work in groups if possible to bounce ideas off of each other when you are starting out. Be patient and results will come in time. Also, join the community and ask as many questions as posisble that way you can cut down on the time it takes to be very productive.
CallMiner Eureka
What do you like best about the product?
CallMiner allows our company to view consistency across customer interactions, assign quality scores at a higher rate than manual interaction, and review overall customer sentiment. The Eureka product is easy to navigate, allows for drill down across multiple categories, is easily customizable to any business need, and allows for creative concept to design thinking.
What do you dislike about the product?
Reporting capabilities are limited and formatted reporting could be better.
What problems is the product solving and how is that benefiting you?
Call drivers, customer and account level sentiment and effort, and NPS scoring.
CallMiner is best solution for extracting Insight to Consumer Interaction
What do you like best about the product?
The power of post-mining and API to integrate with the external application is the most rewarding feature of the CallMiner Speech platform. The recent addition of Illuminate is big plus as it helps us create contents at a great accuracy and speed.
Use cases which would help future developments on collector effectiveness and consumer segmentation post utilizing API
Utilizing robust reporting structures in place of standard subscriptions
How do we determine what caused the consumer’s language
How do we differentiate between the expected and unexpected behaviors
How do we sequence the required behaviors and also identifying conditional behaviors
Measuring the frequency of the unexpected behaviors
Evaluate confidence, clarity & risk level
Purpose driven programming approach
Use cases which would help future developments on collector effectiveness and consumer segmentation post utilizing API
Utilizing robust reporting structures in place of standard subscriptions
How do we determine what caused the consumer’s language
How do we differentiate between the expected and unexpected behaviors
How do we sequence the required behaviors and also identifying conditional behaviors
Measuring the frequency of the unexpected behaviors
Evaluate confidence, clarity & risk level
Purpose driven programming approach
What do you dislike about the product?
CallMiner could improve the Scorecard feature. I have been using CallMiner for over five years, and in case I have any dislike, the CallMiner team either build that in the platform or provides us guidance on working outside the venue.
What problems is the product solving and how is that benefiting you?
Utilizing speech tool to improve any one of the streams i.e. increasing right party rates, converting right parties without resolution or right parties already paying will enable us with incremental collection.
Utilizing speech tool to automate QA & Compliance parameters will enable us to reduce cost based of the % tasks automated
Improving Right Party Contacts by improving 3rd Party Probing, supporting Marketing Strategies and Reducing Un-Productive Behaviours
Converting Non Promise Right Parties by Understanding the Consumer behaviors,Identifying call Drivers for Inbound and Reducing Hang-up Rates
Utilizing speech tool to automate QA & Compliance parameters will enable us to reduce cost based of the % tasks automated
Improving Right Party Contacts by improving 3rd Party Probing, supporting Marketing Strategies and Reducing Un-Productive Behaviours
Converting Non Promise Right Parties by Understanding the Consumer behaviors,Identifying call Drivers for Inbound and Reducing Hang-up Rates
Recommendations to others considering the product:
I truly belive in the qute “The price of success is much lower than the price of failure.” - Zig Ziglar. Once the organization has implemented the CallMiner solution they should take a step wise approach on solving the probelem. I always see this in 3 stages
Technology
By subscribing to CallMiner, you have one of the best technology in Speech Analytics.
People
While we have the best technology, if do not have the right people it may be difficult to invision the measure of success. Hire the right and dedicated resorces to run the technology
Process
Leave the complexicity of the tool behind and only show things which could make business improve and look better. Do not show them the negative things as it may hamper the adoption of the technology. lways try to automate, redisgn and simplfy thing for business.
Technology
By subscribing to CallMiner, you have one of the best technology in Speech Analytics.
People
While we have the best technology, if do not have the right people it may be difficult to invision the measure of success. Hire the right and dedicated resorces to run the technology
Process
Leave the complexicity of the tool behind and only show things which could make business improve and look better. Do not show them the negative things as it may hamper the adoption of the technology. lways try to automate, redisgn and simplfy thing for business.
Wonderful Experience
What do you like best about the product?
Best thing about CallMiner is that CallMiner team has been putting there experiences and learning with their innovative product enhancements to make the tool better for their end user. The team listens to our feedback, since we are the end users and that is great. CallMiner team has their roadmap for the next year ready and we are exited to see the enhancement and product launches very soon.
What do you dislike about the product?
I can't think of any, cause CallMiner team both the CSD and BA has assisted us throughout our Journey with them.
What problems is the product solving and how is that benefiting you?
By looking at the journey map, we are now able to find out how many times the customer has connected us and from which channel and we get to see the AI summary.
Call Quality Matters
What do you like best about the product?
Eureka is custom tailored to our business so that post call analytics reflect the metrics we are interested in tracking for review and QA
What do you dislike about the product?
There is nothing I dislike about Eureka at this time. Any time that has even cropped up the response and attention from Call Miner to resolve the issue is immediate and effective. THIS is why we use Call Miner Eureka, it does not stop with just the sale
What problems is the product solving and how is that benefiting you?
Call Miner Eureka solves the need to have a staff large enough to review 20k calls per week. Eureka front ends everything and QA reps can focus on the calls that Eureka has identified for review. The metrics are gathered and reported on which allows Supervisors to review employees, QA to review the customer service side and so forth.
Recommendations to others considering the product:
The technical team for Call Miner is amazing!! Sales folks are really good (as far as sales folks go)
Unless you take the time to identify your company needs and then allow Call Miner team the opportunity to show you the solution you've not done due diligence.
Each business is unique and requires a solution to match. I believe that Call Miner is the best solution provider for Speech Analytics
Unless you take the time to identify your company needs and then allow Call Miner team the opportunity to show you the solution you've not done due diligence.
Each business is unique and requires a solution to match. I believe that Call Miner is the best solution provider for Speech Analytics
showing 131 - 140