CallMiner [Private Offer Only]
CallMinerReviews from AWS customer
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Best speech analytics tool have ever seen
What do you like best about the product?
I have used Eureka for many years and have seen a good number of other speech analytics tools on the market. CallMiner has designed Eureka based on the feedback from their users. The system is extremely intuitive and all the features of the product have come from input from the users over the years. This ease of use helps significantly with onboarding of new users, and opens up the hiring process because you don't need a computer engineering background to understand the system. Unlike some of the other speech analytics systems on the market, CallMiner allows users to make changes to their functionality without opening up tickets and waiting months/years for the changes to happen. Finally, it wouldn't be a proper review if I didn't discuss the user support. Have continuously experience top notch service from our Customer Success Director as well as the CallMiner Help Desk. Tickets are easily logged and we responses rate are very fast. We meet regularly with Customer Success Director, and are very well taken care of.
What do you dislike about the product?
There isn't anything I dislike about CallMiner. I have always felt that we have a great partnership and are well taken care of, regardless of the size of the company.
What problems is the product solving and how is that benefiting you?
CallMiner has allowed us the ability to move into fully automated scoring, predictive analytics and best practices for identifying regulatory/compliance and customer service opportunities.
Off to a good start!
What do you like best about the product?
We are new to CallMiner and the process so far has been really smooth! The training has been good and our BA is very quick to jump in whenever we need it! We have already made some good progress working with CallMiner and can't wait to see what else we can do. We did not work with speech analytics previously, so being trained from the ground up has been a huge undertaking but we have had help every step of the way from CallMiner. In about a month we have made a lot of progress building the scorecard and also getting more confident with what we are doing. We could not have done this without the constant support from the team.
What do you dislike about the product?
The system tends to start running slow around 2pm EST. We can still work in it but progress is slower. This has been a little limiting to what we are able to build in our afternoons. It is slow loading and sometimes it does not save. We are still new to the software so this is the main thing we have noticed.
What problems is the product solving and how is that benefiting you?
We are able to back what we tell our Team Members with data. We can find what causes frustration with our clients and help address and correct it. We can use this to set our clients and agents up for a better experience. Because it is automated we are now able to not only score more calls but also focus on other areas. We have time to look into things off of our scorecard that impacts the experience we deliver.
Recommendations to others considering the product:
Speak to someone from CallMiner and bring what you want to target within your organization. They can give you an idea of what will go into it and walk you through what the process will look like for you. The software has a lot of capabilities and does so many things that can help your organization.
We are new to speech analytics and previously did everything manually. CallMiner has been with us as we are learning what we are doing. The transition has been easy.
We do not have a call center but even in an office setting, we have found this to be very useful. We are an office setting with a big focus on client experience and this has helped us automate our process, which in turn has given us time and man power to focus on other elements of the experience we are delivering. We have also had a lot of positive response from Team Members so far as taking the human element out of scoring means they will have calls scored by the same standard every time.
We are new to speech analytics and previously did everything manually. CallMiner has been with us as we are learning what we are doing. The transition has been easy.
We do not have a call center but even in an office setting, we have found this to be very useful. We are an office setting with a big focus on client experience and this has helped us automate our process, which in turn has given us time and man power to focus on other elements of the experience we are delivering. We have also had a lot of positive response from Team Members so far as taking the human element out of scoring means they will have calls scored by the same standard every time.
CallMiner has expanded our Compliance progroam
What do you like best about the product?
Ability to QA all calls with high accuracy
What do you dislike about the product?
There are some false positives in our compliance reporting
What problems is the product solving and how is that benefiting you?
Compliance concerns
CallMiner Makes Insights and Scoring Easier
What do you like best about the product?
I really appreciate transcripts for quick review of call content and finding the point(s) in a call I want to zero in on. I also love how customizable the tool is.
What do you dislike about the product?
I wish some of the parts of the product were more intuitive. You really have to ensure you seek out knowledge to make sure you're using the tool efficiently and effectively.
What problems is the product solving and how is that benefiting you?
CallMiner saves time by helping you locate groups of contacts via customer categories and metrics so you can drill deeper with an understanding that the contacts are related to your research query.
Interaction Analyst
What do you like best about the product?
What I like best is the ability to quickly analyze calls for research purposes and finding trends.
What do you dislike about the product?
The downside of Eureka is the timing out when you have multiple tabs open.
What problems is the product solving and how is that benefiting you?
We are able to use Eureka to help us meet our organizational goals to focus more on customer experience.
CallMiner - Listen and Learn from Your Clients
What do you like best about the product?
Easy to use and insightful it is a very good tool
What do you dislike about the product?
I think CallMiner is excellent I don't have any dislikes
What problems is the product solving and how is that benefiting you?
It confirms compliance, ensures complete QA, and uncovers new business opportunities
Awesome product
What do you like best about the product?
Great content creation ability. Going in the right direction in terms of adding features and functionalities.
What do you dislike about the product?
Need additional chart options in dashboard
What problems is the product solving and how is that benefiting you?
We are able to use insights derived from our categories to help with account placement decisions
Recommendations to others considering the product:
If you are looking to be able to have flexibility to create contents, CallMiner Eureka is an amazing product.
Quick and easy usage of Search interface
What do you like best about the product?
The best thing which I like about search interface that is we can easily look and search for a particular word or phrases. We can also look for the contacts in a date range as per requirement. The added advantage we have in the search interface that is left pane, with the help of this left pane we can choose multiple filters such as Attributes, Categories, Scores, Measures, Speaker, Tag and Advance Filter. With the help of these filters we can fine tune the results as per the business requirements.
What do you dislike about the product?
Sometime the update summary functionality doesn’t work properly for an example normally we expect the data should get automatically refreshed or updated if it is checked or ticked however I came to a scenario wherein it was unchecked then too it was getting automatically refreshed. It would be great if you guys could help me on this. Slow processing while loading data and also while loading scores it takes a lot time.
What problems is the product solving and how is that benefiting you?
So far I did not come across with any problem on which I can work on. In fact the journey which I am having with this tool it is great.
Recommendations to others considering the product:
The only recommendation which I have that is it takes a lot time to search any data and nowadays whenever I try to load a score it just keeps on loading. If this two issues will get fixed then it would be more fun using CallMiner.
Quick analysis throught Dashboard
What do you like best about the product?
The best thing which I like in a CallMiner site that is Dashboard tab because it gives an option at add multiple things such as Score tile, Score trend, Score Comparison, Contact Count Trend, Measure Trend, Measure Comparison, Measure Tile and Percent Analysis. This feature quickly help us to look and analyze the data and we can also build a dashboard as per the requirement .
What do you dislike about the product?
The only thing which I do not like about dashboard is we do not have the option to use two different filters while creating a graph.
What problems is the product solving and how is that benefiting you?
It takes a long time to export the raw data, so I have started using subscription method and it helps a lot.
Recommendations to others considering the product:
It would be great if we can have the option of exporting the raw data in Binary format and would be an added advantage if we can export the data mote than 1,00,000.
CallMiner Eureka review
What do you like best about the product?
Ease of category development platform compare to another speech analytics platform in the market. Also other functionalities like work clouds, speaker separation, illuminate features are added bonus.
What do you dislike about the product?
Transcripts accuracy is low and it makes category development little difficult specially to achieve the accuracy and recall of categories. Also the in-build reporting option is not available currently in CallMiner which is a must considering other available products in the market.
What problems is the product solving and how is that benefiting you?
I have achieved around 50% QA automation with the help of callminer and through this we can audit 100% call volume and also QA team can only focus on targeted calls. Apart from that it has also automated the feedback giving and tracking work by the operations supervisor and Quality teams through CallMiner Eureka Coach functionality. We have done lot of another analysis like repeat, transfer, cancellation etc.
Recommendations to others considering the product:
CallMiner is one of the market leader is providing Speech & Text Analytics solution. With CallMiner you get to know the call insights you have never seen before or did not have any exposure. You can automate Quality audits on 100% call volume not just few sample like in typical Quality function. Apart from that you can have many other business and insights easily done with CallMiner like repeat call analysis, transfer analysis, churn analysis etc. This one the next age technology which is a must for contact center.
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