CallMiner [Private Offer Only]
CallMinerReviews from AWS customer
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Awesome software analytics and sales coaching
What do you like best about the product?
reviewing sales data for supervisors and managers in order to coach sales staff and agents.
What do you dislike about the product?
sometimes a problem with recognition, due to language and audio problems mostly.
What problems is the product solving and how is that benefiting you?
see above
If we were to get more assistance from our CSD it would honestly make our experience better.
What do you like best about the product?
We like that we are able to grade all the calls that come in instead of the 8 monthly we used to do. We like that we have a program like Coach in were not only we and the supervisor have access but our agents do too.
What do you dislike about the product?
Not having the information in one place to help assist us on an issue we have. We have to look through many different places for example EO and our training manual and also our training programs. When we can't fin our answers we have to email our CSD but she travels to much so its hard to setup meetings with her then we are left with have to call the 1-800 in order to get answers. We were told to ask questions in EO and we did and we only got 1 answer that was somewhat helpful.
What problems is the product solving and how is that benefiting you?
Our QA scores have been increasing, our agents are starting to get access in Coach to be able to view their scores and percentages for the month. Our supervisors are happy that they are able to see their group scores in one place and have the average score for the month.
Recommendations to others considering the product:
I recommend this program because it has helped us so much in seeing the overall score of all the calls that come in and not the 8 monthly we would do for every agent. We also like that we have Coach for everyone that way the supervisor can coach there specific team and the agents can see their score and percentage.
Speech analyst
What do you like best about the product?
Easy of use. Out of box categories are great starting points. Training from BA after getting the product is great.
What do you dislike about the product?
Unable to have a length of time for las 60 days, 90 days , 120 days, and last 12 months. I would like to see the following changes: When exporting it should have the name of the category as an option. When using a subscription it should allow us to specify the name of the category.
What problems is the product solving and how is that benefiting you?
Silence, productivity, reduction of escalated calls, increase of FCR and CX. Trend analysis, call routing, customer journey, reduce operating cost
Recommendations to others considering the product:
Give it a try. You are able to get tests done with a sample if your own data. Easy to use and integrate. Their support team is amazing. You are never alone in a time of need. They also have a community setup where you can get help from other speech analysts that use call miner around the world.
Tool of the future today
What do you like best about the product?
One of my favorite parts about the CallMiner platform is the high level of customization users have. Creating custom content that is meaningful to our business is something we value greatly.
What do you dislike about the product?
The only down sides to CallMiner for us today is not a fault of CallMiner, but surrounding the need for our company to beef up Meta data. :)
What problems is the product solving and how is that benefiting you?
The company is using CallMiner for script compliance, automated QA, risk detection, Call reduction, silence reduction. We have reduced silence by 2% over 8million calls, now able to identify calls with risk to address before complaints or escalation arise. Reduced the admin cost of the evaluation team by $350,000 year over year.
Recommendations to others considering the product:
Go for it! If you want a tool and a partner to help extract intelligence from your interactions, CallMiner might be the tool for you.
Experience was decent.
What do you like best about the product?
I like being able to easily search for phrases and track what customers are saying about specific topics. Also, it is easy to pull reports out of Analyze and the dashboard is very user friendly. Callminer has lots of good resources on their site for learning things on your own if CSD is unavailable.
What do you dislike about the product?
You have to pull transcripts one by one, and the transcripts are jumbled up and hard to read, Also, wish the reports you can pull showed more of the transcripts on them, with the hits searched for. Would've like to have longer training for coach.
What problems is the product solving and how is that benefiting you?
We are still figuring out a few things. One of them is grading when agents verify customers, which is a must. It doesn't always grade it accurately, but is getting better and is an ongoing process.
Streamlining call QA and call data mining
What do you like best about the product?
CallMiner allows for more call review than staffing alone can provide.
What do you dislike about the product?
Speech recognition is not faultless and can be difficult to decipher at times.
What problems is the product solving and how is that benefiting you?
Ability to review far more calls than ever before and utilize the platform to mine for keywords as triggers for further investigation.
Recommendations to others considering the product:
Set up is not a breeze, but their staff is there/here to support you and assist with getting you up to speed.
Senior Manager
What do you like best about the product?
Cloud service and ability to define our models
What do you dislike about the product?
Lots of work to get the models built and maintained.
What problems is the product solving and how is that benefiting you?
We are analyzing our clients phone calls and have been able to provide valuable insight.
Recommendations to others considering the product:
They are focused on making this product work for your needs. They listen and iterate.
CallMiner User
What do you like best about the product?
Being able to review near the universe as opposed to smaller samples with traditional auditing.
What do you dislike about the product?
Setting up scorecards is a little difficult.
What problems is the product solving and how is that benefiting you?
First call resolution, AHT, etc.
CallMiner - My Opinion
What do you like best about the product?
The ability to import so many metadata fields to use in conjunction with syntax based searches. Being able to use back end data and tag what customers are saying on those specific interactions is fantastic.
What do you dislike about the product?
The community forum has a lot of potential but is badly underutilized. I think CallMiner could lean into this more and it would allow more companies to benefit from the program while taking some work off the CSDs.
What problems is the product solving and how is that benefiting you?
Being able to Coach agents and improve their overall performance on metrics that the company deems important. CM plus the metadata that has been imported gives you the ability to have an extremely clean user interface to manage all of your interactions, not just listen to them. It can be used as a central command for quite a few things.
Recommendations to others considering the product:
Consider what you would like it to do for your company. Be very specific so that you go into it with goals in mind and asking the correct questions to attain those goals.
Operations Analyst Sr.
What do you like best about the product?
I like the detail in the categories - we use nesting in our business so one component usually has multiple categories in it for grading.
What do you dislike about the product?
It logs out after 15 minutes - makes it hard compare results from categories and searches when one browser logs you out.
What problems is the product solving and how is that benefiting you?
We are always able to solve problems with CallMiner. We have used this multiple times to keep our company compliant with federal, state, and local laws.
Recommendations to others considering the product:
Do all the trainings possible!
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