CallMiner [Private Offer Only]
CallMinerReviews from AWS customer
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Training Manager
What do you like best about the product?
The ability to pull quality scores and quickly identify the areas of opportunity to improve performance metrics.
What do you dislike about the product?
The speed to populate one call the the next (sometimes it's slow).
What problems is the product solving and how is that benefiting you?
Customer conversations: 1. Overcoming Objections 2. Selling appropriate time/miles of extended service plans 3. Call structure- sales methodology 4. Credit Card Disclosures (Compliance)
Improved sales and increased our close rate
Improved sales and increased our close rate
Great team assisting you to REACH or ACHIEVE your company goals.
What do you like best about the product?
Platforms, services, conferences, sharing similar of businesses to make us better (synergy), like mind individuals can meet with similar struggles and successes to use their product for multiple situations. CallMiners SD assist our company in getting back our ROI, employees have so much patience and problem solvers for all lines of business. Again I can go on and on! :)
What do you dislike about the product?
Not much areas of dislikes since improving ON DEMAND options and documentation to assist in winning your upper management with viewable data and videos to provide visual goals.
What problems is the product solving and how is that benefiting you?
Ever changing industry, multi-tasked to handle dialer and maintaining CallMiner Scorecards and analyzing old and new data. Using Coach has been a great tool. )
Recommendations to others considering the product:
Cutting edge technology and partner made readily available to work with your company as needed. great job in performance, customer service, resolution and product specialists for all lines of business.
Quick analysis to get more insights
What do you like best about the product?
CallMiner helps to do a quick analysis, which can be really helpful in improving the process/organization. We can easily use Dashboard and look at the trends whether we are looking for Contact counts, Categories hit, Percent silence trend, etc. We can also use Score Builder to automate the scoring. The left pane from "Search" helps a lot and we can also export all the summary data. The Agent Explorer gives the entire picture how the organization is performing and according necessary steps can be taken. The best part, I can be proud and loud about is the easiest way of creating syntax. The entire search syntax modules are so easy to learn that nobody needs to have programming background. Anyone can easily learn this language and work on it quickly. And we can also approach CallMiner team whenever we are in need of any help.
What do you dislike about the product?
1. We do not have an option to use two criteria or filters in a Dashboard. 2. Whenever we have to hear calls on CallMiner site, the audio player which we use it is quite helpful, however the time when we wish increase the speed of the call, we use "Increment playback rate" option to increase the speed and when we use it. It doubles up the speed from 1x to 2x. So just a suggestion, can we have an option to increase the speed, the option such as 1.25x, 1.50x and 1.75x. This will be really helpful. Thanks in advance.
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:
We can also have the option of exporting the raw data in Binary format as it seems CSV and Excel format takes a long time to give the exported result.
Enhance CallMiner
What do you like best about the product?
CallMiner's derivative products like Coach, Alert etc and building the new features by considering the reviews and feedback from the users.
What do you dislike about the product?
Nothing much to say on dislike as they keep on building the features based on the feedback.
What problems is the product solving and how is that benefiting you?
Scoring the agents in Call center and reviewing their performance based on scores and measures.
Callminer is a leader in the voice analytics space and has the potential to change your business.
What do you like best about the product?
The platform can be configured to do anything you need it to do. The platform's reliability also let's you spend time getting results, not trying to figure out why something didn't work.
What do you dislike about the product?
The only dislike is a result of a "like". The flexibility of the platform means that you have to spend time in the platform to get the most bang for your buck. You can easily set it and forget, but the true ROI requires time (not 100%) from a dedicated resource.
What problems is the product solving and how is that benefiting you?
We've solved compliance concerns, identified training gaps, and found new opportunities for revenue by analyzing phrases that tend to lead to payments, versus those that don't.
Recommendations to others considering the product:
Try it out! You might just like it!
Important tool for managing a call center experience
What do you like best about the product?
The tool is relatively easy to set up and get insights despite the complexity of what it is doing. We are able to gain insights that would be nearly impossible following a tradition QA process. Call Miner as been a good partner with us, helping us to define our needs and opportunities. They have done really well at working with us on a roadmap to realize greater benefits from the system. The tool comes with good models/maps out of the box but we were able to customize to our unique call types. We were not constrained to typical call center metrics.
What do you dislike about the product?
The accuracy of the transcription could be higher. Inaccurate transcriptions impacts acceptance and adoption even though the scoring is accurate based on averages. We sometimes get "false positives" but they are reasonable. I wish that it had sentiment based on voice/tone analytics rather than just relying on transcribed text.
What problems is the product solving and how is that benefiting you?
Our call center relies heavily on expressing empathy. We learned our empathy was low and we implemented strategic training programs. We track complex measures like Engagement as well as more tactical measures.
We have also identified some problems with background noise coming through on calls which were took measures to address. The other big benefit is that it has helped to inform our management strategy around our team coaches. Lastly, we are able to easily research complaint calls and take quick action. The agents, for the most part, like the rapid performance feedback.
We have also identified some problems with background noise coming through on calls which were took measures to address. The other big benefit is that it has helped to inform our management strategy around our team coaches. Lastly, we are able to easily research complaint calls and take quick action. The agents, for the most part, like the rapid performance feedback.
Recommendations to others considering the product:
Implement it! You will discover things about your call center that were hidden from you and will find new ways to use it.
Cool tool to quantify qualitative data.
What do you like best about the product?
Ability to track categories and create subscriptions.
What do you dislike about the product?
The fact that categories only reprocess 2 weeks. I also wish CM had the ability to raise trending topics without searches/categories.
What problems is the product solving and how is that benefiting you?
n/a
Different way of performing speech analytics. New functionalities that other players do not have.
What do you like best about the product?
I like the user friendly layout of the Analyze tool as well as the Coach dashboard. Other tools that i have used do not have as intuitive layouts as CallMiner has produced. I also like the new auto category dev toll that is being made available soon. This will help shorten build times and ENHANCE builds with suggesting common words used around your searched item.
What do you dislike about the product?
The overall category validation process is difficult. Where other tools have a process to "accept" and "reject" calls based on validity and context, you have to perform this process as an independent process and then use aliasing as the process to remove words that are false positives. I also have an issue with the transcription accuracy levels on the tool. Right now, they have a measure that indicates the Average Confidence of the transcription (how accurate is the transcribing of the audio to words) this is great but ultimately a customer doesn't understand why their calls are coming in so low and having misses in transcription. It would be VERY helpful if there was a measure that clearly indicated Audio issues, Connection Issues, Muffled Voices etc. that would help guide the customer to understand what is within the Tools and Analysts control and what is outside their control and the responsibility of the vendors IT group/Agents.
What problems is the product solving and how is that benefiting you?
Currently we have built out Compliance categories, created customer satisfaction identifiers, provide many quick hit analytics on "whats happening today" on calls for clients.
Recommendations to others considering the product:
Good Solution for new orgs implementing Speech Analytics. Might be hard to switch if using some of the other big brands in the Speech world since there are some misses as i previously explained above. The validation process is lacking internally. The ability to assimilate all your callminer data into 1 instance is not available today. For us this is a big impact because we have many callminer sites and so seeing a full picture of the data is possible today. My advice would be to do your diligence and understand what your biggest move is focused on. Is it going to be heavily used for Call Drivers, auditing or behavior tracking? Is it going to be used to perform call detail analysis and provide recommendations and solutions? Depending on the focus, you might find that they are ahead in the area of CDL's but might be more behind in the area of cat dev focused on compliance and auditing.
Platform works well but could be better.
What do you like best about the product?
The ability to easily search calls and filter to hone in on certain types of calls.
What do you dislike about the product?
The bugs. I have run into quite a few bugs while working with CallMiner that can be really frustrating.
What problems is the product solving and how is that benefiting you?
We, as a company have been able to handle disputes and cease and desist requests much more efficiently. Being to handle these issues has cut down on potential lawsuits.
One of the best Speech Analytics platforms that I have worked on
What do you like best about the product?
The User interface has been made very user friendly every little feature every small detail has been planned meticulously , the different components within a category function makes the life so easy and helps create more structured queries and avoids the need to create multiple queries. The Search QA function helps reduce the need to do manual spot checks and helps gain additional context around the phrases of your category without doing a whole lot of call listening.
The ROI calculators available on EO they are pretty nifty
The recent update which gives the user the ability to specify the speaker in the syntax itself is such a useful feature in the process of making highly accurate categories.
I have used other speech analytics tools available in the market but Callminer is the most easy to use and adapt to and has more functionalities compared to them.
The ROI calculators available on EO they are pretty nifty
The recent update which gives the user the ability to specify the speaker in the syntax itself is such a useful feature in the process of making highly accurate categories.
I have used other speech analytics tools available in the market but Callminer is the most easy to use and adapt to and has more functionalities compared to them.
What do you dislike about the product?
The conversion of the call transcripts could be better, maybe use phonetic boosting.
Small thing thoughThe fact that the user after creating 10 categories has to retro each one of them.
There should be an ability to create test sessions so that users can ingest more calls in them, create categories and retro the entire session without the disturbing the production environment
There is no way of knowing if a particular phrase or word in a category is not working or causing problem, maybe have something like color codes to show it or the system shows count
The ROI calculators sometimes freeze while using them
Small thing thoughThe fact that the user after creating 10 categories has to retro each one of them.
There should be an ability to create test sessions so that users can ingest more calls in them, create categories and retro the entire session without the disturbing the production environment
There is no way of knowing if a particular phrase or word in a category is not working or causing problem, maybe have something like color codes to show it or the system shows count
The ROI calculators sometimes freeze while using them
What problems is the product solving and how is that benefiting you?
Sales and Revenue Improvement, Identifying Legal & Compliance Risks, CSAT improvement & Churn Reduction
Recommendations to others considering the product:
Go for i,t one of the best speech analytics solutions available in the market right now to slice and dice your contact center transactions and derive business useful insights out of it. A smart & necessary tool for your business.
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