CallMiner [Private Offer Only]
CallMinerReviews from AWS customer
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CallMiner Provides Insight in the Virtual World!
What do you like best about the product?
Every call every day is the best part. It's like being side jacked with every agent each day to gain insight on the customers experience. You can manage improvement areas, measurable actions, estimate improvement increments, and much more.
What do you dislike about the product?
Haven't found anything I dislike so far. The system is over delivering my expectations for speech analytics.
What problems is the product solving and how is that benefiting you?
We are solving the challenges of consistent experience on the phones with every customer. We are able to measure improvement through actionable coaching on identified areas of our business.
Beyond Measure
What do you like best about the product?
The ease of use for programming and the ability to pull multiple calls from long durations in just a few seconds.
What do you dislike about the product?
The biggest downside to using the Call Miner product is the price. However, you get what you pay for!
What problems is the product solving and how is that benefiting you?
We have found many ROI's for Call Miner that include things such as assistance with Compliance/FDCPA violations and more......
CallMiner Review - BC Services
What do you like best about the product?
The ability to have all calls analyzed on any given category created.
What do you dislike about the product?
We have a lot of bilingual people and the analytics sometimes makes it difficult for the bilingual reps to score well due to their accent.
What problems is the product solving and how is that benefiting you?
Call Resolution, having the ability to filter calls to really any criteria we would like.
Good experience,
What do you like best about the product?
Left pane loads quickly and is a great pulse check into business performance. Backend API allows you to bring data in house and build your own dashboards and visualizations.
What do you dislike about the product?
Mass amounts of volume can give it trouble. This has improved over the years, though. Transcription accuracy can also be improved.
What problems is the product solving and how is that benefiting you?
Identify agent and customer behavior that leads to improvements in business metrics.
Time saver and very accuarate
What do you like best about the product?
Call drives help us to understand the main reasons of contacts
What do you dislike about the product?
Nothing, it's help us to prove a better experience for all our customers.
What problems is the product solving and how is that benefiting you?
Best customer service. Agent behaviors
Recommendations to others considering the product:
You will not regret it
The Callminer Eureka platform has allowed our company to truly hear the voice of the customer.
What do you like best about the product?
The best thing about Callminer is being able to analyze all the calls from our company in real-time versus a random set of hand-picked calls.
What do you dislike about the product?
The abilities far outweigh the limitations. If I had to be super picky about Callminer and it's capabilities I would have to harp on the ability to manage large amounts of calls with exporting.
What problems is the product solving and how is that benefiting you?
Callminer has helped with our regulatory needs, automated scorecards, and has helped with identifying risk and training opportunities.
Great tool for business insights to help make decisions
What do you like best about the product?
The whole concept and the ability to get what you want on what's happening.
What do you dislike about the product?
Quality of transcript can be improved, but its not really a dislike..
What problems is the product solving and how is that benefiting you?
Reducing Dissatisfaction/returns/cancellation and increasing sales.
The ability to run customer experience categories against top call drivers can really pin point the area of improvement and increase ROI.
The ability to run customer experience categories against top call drivers can really pin point the area of improvement and increase ROI.
Recommendations to others considering the product:
Time is now...You will be amazed to see what all this tool can do for your business in terms of increasing sales, driving up customer satisfaction, reducing churn, and much more
Game Changer for Mining Consumer Insights
What do you like best about the product?
We use CallMiner in many ways including replicating many QA scores, and evaluating agent efficiency and effectiveness, but as a consumer researcher, the most exciting thing for me is the ability to mine insights from language based on the many calls that come into our contact center. Without this tool, we would be leaving those conversations (and the value of them) on the table.
What do you dislike about the product?
There are opportunities to make the tool more efficient for analysts. It takes a considerable amount of labor for our analysts to build out scores and categories within the system. As this process becomes more efficient, it will be easier for us to prove the value of the tool to our end users. CallMiner is continually making improvements though.
What problems is the product solving and how is that benefiting you?
So many. We've brought new (large) clients to our business as a result of our speech analytics capabilities. We've improved the efficiency of our QA team by 30 - 50%. We've improved our coaching on the floor. We've provided insights back to our end clients that reach far beyond the contact center.
Recommendations to others considering the product:
CallMiner can be a gamechanger for your business, but you need a roadmap and dedicated resources or you will be drinking out of a fire hydrant.
Great information and actionable insights
What do you like best about the product?
The ability to self-coach is invaluable in a call center environment. The coach platform can allow both associates and managers quickly assess issues or training gaps quickly with valuable examples.
What do you dislike about the product?
I don't have any downsides currently to share about CallMiner.
What problems is the product solving and how is that benefiting you?
We have been able to use it to ensure all highly compliant areas of conversation are viewed and flagged if intervention is needed. This has helped us to ensure accounts which weren't handled correctly, get corrected to prevent future errors or poor customer experience.
Recommendations to others considering the product:
This is a great tool to invest in and you will see the value with your first search. I would highly recommend this product to anyone with customer contact because you will be surprised what you can find out about customer satisfaction and loyalty by analyzing what is said to your associates.
Great product!
What do you like best about the product?
I love the ability to get a true reflection of how our reps are doing on the phone. CallMiner allows us to review all calls quickly and efficiently.
What do you dislike about the product?
There really isn't a downside with CallMiner, they continue to improve and get better every year.
What problems is the product solving and how is that benefiting you?
We are able to isolate good and bad calls quickly. We are then able to either train the bad habit out or train the positive behavior to other reps.
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