CallMiner [Private Offer Only]
CallMinerReviews from AWS customer
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Great speech analytics tool!
What do you like best about the product?
I love that you can read the transcripts to further your discussion on ways to improve. The tools provides great insight into what associates say on 100% of their calls instead of a small few that may be manually chosen.
What do you dislike about the product?
If there was a way to adjust scoring or notate disputes or explanations for others to see, would be great.
What problems is the product solving and how is that benefiting you?
We are finding ways to identify different areas of the business and score associates based on their performance. We have been able to successfully improve the customer's experience. Using CallMiner has allowed our associates to hone in on their areas of opportunity, known and unknown.
CallMiner Team and Community are there for your success!
What do you like best about the product?
I was recently asked to step into a CallMiner analysis role in my organization. And at first it was rather intimidating, but with help from Dan my CSM I gained the confidence to provide the value expected of this new role. He was first of all relatable and personable, that may seem like a common-sense practice that does not need to be celebrated but I was really blown away level of comfort talking to people of all skill levels. More then just the one on one meetings with my CSM, the regular additional learning and webinar provide use cases of people in the same boat as you and what they have found worked for them as a starting ground for you to try.
What do you dislike about the product?
My struggles with CallMiner were specific to the way that I was coming into a system that was built probably un-optimally and needing to clean it up and get it to a more efficient well oiled machine. And I wish that the OOB categories could not be modified or enabled so that they stay perfect, and to enable you have to make a copy to modify and enable for your use.
What problems is the product solving and how is that benefiting you?
I am still kinda on this road with my CSM so I can't really give any specific examples because I don't have enough in the rear-view to realize. But I am confident of the road ahead looks promising.
Recommendations to others considering the product:
Cannot stress enough do not modify or enabled OOB categories, make a copy to modify and enable so that you can keep the OOB pristine.
CallMiner has been extremely beneficial and insightful
What do you like best about the product?
Being able to efficiently target and identify compliance and effectiveness related insights
What do you dislike about the product?
Currently, I do not have any complaints.
What problems is the product solving and how is that benefiting you?
Associate performance
Recommendations to others considering the product:
CallMiner Eureka is a great product and extremely beneficial
Illuminated
What do you like best about the product?
I like all the insight I'm able to gather from listening to 100% of our contact center interactions. We've been using the tool for less than 6 months and have gathered so much information on Churn. I'm excited to see what we learn about the business a year from now.
What do you dislike about the product?
Building categories is a long process and understanding that it will not be 100% accurate.
What problems is the product solving and how is that benefiting you?
With using Eureka we were able to find out our major call drivers when it comes to churn (why our customers are leaving). Now we are in the process of tackling each driver to help reduce churn and increase ROI.
Recommendations to others considering the product:
Set realistic timeline for use cases and projects. Test and validate everything you build before rolling it out.
Benefits for our Financial Institution
What do you like best about the product?
Call Miner helps reduce/prevent attrition, reduce hassle for customers, remain competitive, compliance, deliver a faster service and aids in training
What do you dislike about the product?
Unable to analyze multi-language calls without a multilingual analyst to create the syntax.
What problems is the product solving and how is that benefiting you?
Finding compliance issues and able to resolve any issues quickly.
Analyzing large volumes of calls at once helps enhance our analytics
What do you like best about the product?
I can prove definitively what is happening in our call center vs guessing and just hearing it from the reps.
What do you dislike about the product?
Our calls aren't live monitored. It would be amazing if we could have live monitoring to review the issues as they are happening rather than the next day.
What problems is the product solving and how is that benefiting you?
We are utilizing silence and AHT to identify pain points in our processes where our reps keep members on hold for too long. We have also used this program to identify call avoidance during our Call Back procedure.
Recommendations to others considering the product:
CallMiner has the most innovative products out there in the speech analytical world. It is worth it to go with CallMiner because they are always thinking of something new before you even know you need it. I loved this in the collections industry because it is so scripted and highly regulated and you can build categories and scores to identify if there is a risk and fix it quickly before a lawsuit comes through. In my current world we are not scripted but my contact at CallMiner has helped me find ways to work around the wording and find great value.
This product has made my job so much more useful!
What do you like best about the product?
I love the automation - I can set up reports and subscriptions and send them to whomever they need to go to. This is so much more efficient than doing everything manually.
What do you dislike about the product?
I don't have any dislikes at this point.
What problems is the product solving and how is that benefiting you?
We have been able to provide Business Intelligence to our customers. We have also been able to improve employee effectiveness throughout many call centers.
Recommendations to others considering the product:
Attend the webinars and get as much info as you can!
Call Miner: Customizable with AI and ML capabiliities.
What do you like best about the product?
Call Miner is flexible enough to do custom categorizations as well as basic ones. Machine Learning and Artificial Intelligence help out in guiding and assisting in the analysis.
Features such as Illuminate also opens up the category building to discover more to the interactions than previously done.
The flexibility that Call Miner allows gives me the ability to build and search call categories that sometimes can be impossible by doing it manually.
Other tools such as Topic Miner also helps in discovering more insights on the interactions as well.
Features such as Illuminate also opens up the category building to discover more to the interactions than previously done.
The flexibility that Call Miner allows gives me the ability to build and search call categories that sometimes can be impossible by doing it manually.
Other tools such as Topic Miner also helps in discovering more insights on the interactions as well.
What do you dislike about the product?
Selecting search data to download can be tedious. There is a limit so multiple downloads sometimes is necessary. There is a subscription feature but there are times when the categories grow and instead of updating the subscription, we have to redo it all over again.
What problems is the product solving and how is that benefiting you?
We look at issues that our accounts encounter such as solving for high handling times or validating if agents are following the correct procedure.
With Call Miner, we can do this with all the interactions and not just by doing manual random checks.
With the customability and the flexibility that Call Miner offers, the results discovered are deeper and more insightful.
With Call Miner, we can do this with all the interactions and not just by doing manual random checks.
With the customability and the flexibility that Call Miner offers, the results discovered are deeper and more insightful.
Easy to use
What do you like best about the product?
The UI makes it very easy to use and show results.
What do you dislike about the product?
Coach needs to have a email option to let agents know that they have a call to review.
What problems is the product solving and how is that benefiting you?
We have been able to solve compliance issues and found benefits in less litigation.
CallMiner from an analyst's view
What do you like best about the product?
Its very user friendly and very easy to navigate. The tool has really helped us identify things that the Operations doesnt know in a real time manner.
What do you dislike about the product?
I do not like the graph view in Coach, not very helpful. I hope it can be customized just like the Analyze dashboard
What problems is the product solving and how is that benefiting you?
AHT, Sales, Repeat Calls. AHT lowered by 3 mins.
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