CallMiner [Private Offer Only]
CallMinerReviews from AWS customer
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CallMiner Eureka Coach Transformed Our Contact Center
What do you like best about the product?
Recording and scoring every call has given us a holistic view of what is happening on our calls. The platform is super user-friendly and includes a lot of helpful options for Coaching.
What do you dislike about the product?
When a call is not scored accurately, leading the agent to feel a sense of injustice and not fully trusting the platform.
What problems is the product solving and how is that benefiting you?
We had a real issue with lack of empathy and connecting with our callers. As a nonprofit, this was vital to our mission. Identifying and turning this around has strengthened the customer journey and led to more partners/donors.
Recommendations to others considering the product:
This platform is exactly what the call center industry needs. It’s AI and ability to score everything accurately diagnoses trends and helps insure the mission is being carried out.
analyst
What do you like best about the product?
Ability to review numerous calls at once
What do you dislike about the product?
Limited Out of the box dashboard reporting features for Analyze
What problems is the product solving and how is that benefiting you?
I've been able to build a compliance program for our call center utilizing Callminer
Great experience
What do you like best about the product?
The product allows a very small ramp time to being able to access and derive insights from call content.
What do you dislike about the product?
Limited AI incorporated into offering / need depth of human input so conclusions can still be biased.
What problems is the product solving and how is that benefiting you?
Quality monitoring, general analytics insights,etc.
User friendly Speech Analytics platform
What do you like best about the product?
The way you can build categories and use filters
What do you dislike about the product?
The folders, would prefer nesting folders
What problems is the product solving and how is that benefiting you?
Finding calls quicker with categories I have built and easy to pinpoint areas of improvement for call center
Essential Tool for Call Center Analytics
What do you like best about the product?
The ability to pinpoint specific words, phrases and key criteria during calls.
What do you dislike about the product?
At times get false positives, although it comes down to working on the syntax.
What problems is the product solving and how is that benefiting you?
Solving issues related to specific call criteria not being discussed. Improving quality of interactions on calls.
One of the best Speech Analytics Platforms on the Market today
What do you like best about the product?
Ease of searching contacts, ability to follow transcriptions and analyse based on how certain words or phrases are presented within the system.
What do you dislike about the product?
It can be time consuming to catch all the different ways non dictionary words are presented. This is not based on phonetics, so it can change wildly from agent to agent.
What problems is the product solving and how is that benefiting you?
Compliance of our sales process.
Recommendations to others considering the product:
Make sure you have folks that are dedicated to using the platform in order to get the most out of the Speech Analytics portion of the software.
CallMiner has given us a good picture of our customers
What do you like best about the product?
The best thing is that it gives you to search into your conversations and can link data from your phone and ordering systems that are searchable in the client application.
What do you dislike about the product?
As we went into the training we found that the transcription is only around %85 accurate and isn't tunable. We can take the same recording and put it into other Voice recognition software and get significantly more accurate transcription.
What problems is the product solving and how is that benefiting you?
We have focused on operation efficiency and have been able to do rapid analysis of questions about user experience with accuracy and higher sample size.
Salesforce - Call Center Manager
What do you like best about the product?
The ease of functionality when using the Call Miner. The training was very comprehensive & the support that seems to be offered. It seems you can really dial down to what you are trying to achieve.
What do you dislike about the product?
Some of the formulas that you are required to use were a bit confusing. Would need additional resources to rely on
What problems is the product solving and how is that benefiting you?
Telephone Consumer Protection Act (TCPA) Violations
Customer Services Issues
Monitoring Calls & pulling recordings for New Hires on-boarding to the company.
We realized some Loan Officers are using the wrong call dispositions by viewing the length of the call
Customer Services Issues
Monitoring Calls & pulling recordings for New Hires on-boarding to the company.
We realized some Loan Officers are using the wrong call dispositions by viewing the length of the call
Identifying Call Reasons
What do you like best about the product?
CallMiner is great for providing the ability to identify why customers are calling, looking at the call flow, identifying periods of silence, call lengths, agent performance and looking at areas of dissatisfaction in calls. I like that we are able to pinpoint areas of calls based on certain criteria. CallMiner also provides reporting capability and automatic reports that can be sent daily, weekly or monthly.
What do you dislike about the product?
We have struggled with CallMiner regarding technical problems and the system shutting down on us or not mining properly. It took us 9 months to finally have a solution for the speaker separation for the transcript to accurate attribute words to either the customer or the agent. I have had to enter multiple tickets over the years of using CallMiner regarding system problems, lack of mined calls due to mining freezes, as well as having to restart the extractor service manually. We have had many technical problems and have had to be more proactive in locating issues, rather than CallMiner informing us about problems occurring.
What problems is the product solving and how is that benefiting you?
We have used CallMiner for 4 years thus far. Throughout those four years, we have used CallMiner for various projects and initiatives. For instance, we are currently using this for AHT reductions for a main department, which will ultimately save the company money. We have also used this program to identify key call types and how those call types affect our bottom line, as well as providing opportunities to improve agent performance through coaching opportunities, call review, analyzing the customer's call journey, as well as a plethora of other cases such as identifying and working toward preventing dissatisfaction cases. We have also used the transcript for very specific ad hoc cases that would not have been able to be located otherwise.
CallMiner Eureka contains powerful tools for analysts, managers, and agents.
What do you like best about the product?
The Analyze program has robust syntax editing which allows for very accurate searching/reporting once the syntax has been properly refined. The Coach program provides a great interactive and collaborative experience for both the manager and the employee.
What do you dislike about the product?
A lack of within-program search tools. It is difficult to keep track of categories and searches, especially when they have been created in the past and are not using the same company-standards for sorting. Be certain to be very specific and thorough when creating searches/categories/scores, otherwise they much easier to misplace or misuse later on.
What problems is the product solving and how is that benefiting you?
Identifying and reporting on proper use of legally required and best-practices language by agents who handle in-going and out-going phone calls.
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