CallMiner [Private Offer Only]
CallMinerReviews from AWS customer
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Right tool for Mining
What do you like best about the product?
Great training and product support. The CSD help is timely.
What do you dislike about the product?
Time out feature, especially frustrating when comparing multiple reports. Also, inability to modify multiple components at once when building a category.
What problems is the product solving and how is that benefiting you?
Capturing trending for total call volume instead of just a handful of randomly selected calls.
Recommendations to others considering the product:
CallMiner does several demos at industry events. It is worth the time to check out their product.
Making impact!
What do you like best about the product?
CallMiner has created an atmosphere of excellence and success. Our teams are showing a great deal of improvement along with increase in sales conversion rates.
What do you dislike about the product?
It's a complex system. The only thing right now would be I don't have enough man power to really maximize CallMiner's use but that is on my end. Everything else has gone well.
What problems is the product solving and how is that benefiting you?
Decreased silence, increased assumptive closing techniques, creating consistency, setting correct expectations. We are excited about our future!
Powerful but be prepared
What do you like best about the product?
I like the versatility and that it will mine every call that you send automatically for scorecards. Its detection algorithm is pretty accurate too.
What do you dislike about the product?
Some of the retroprocessing time and also sometimes the web portal can be slow.
What problems is the product solving and how is that benefiting you?
We are improving our CX and compliance requirements. Noticing a lot of things that agents claimed they were doing and saying but not actually doing.
Recommendations to others considering the product:
The start up time does take a lot. There is a lot when it comes to building your company's syntax and making sure everything is in order before going live. Make sure you have as much documentation to call flows and what you are trying to achieve prior to implementation
CallMiner Effectiveness
What do you like best about the product?
I like CM because it helps me find Potential Safety concerns with our products before they become a liability or issue to our consumers. It also helps identify Quality concerns.
What do you dislike about the product?
I wish I had more training for the program. Hands on assistance would be better.
What problems is the product solving and how is that benefiting you?
Product Liability. I can catch a problem before it gets to be a huge risk for the company
Recommendations to others considering the product:
Chat option for assistance
Great company with great employees
What do you like best about the product?
The community of Callminer is amazing and the tool is extremely easy to use
What do you dislike about the product?
There are some limitations that CM hasn't reached that other speech analytics tools provide. Reporting is the big piece.
What problems is the product solving and how is that benefiting you?
Pretty much anything I can. If there is a metric that I can find out with CM about our call center, I'm pushing it out there!
Recommendations to others considering the product:
I know you guys are working on reporting aspect but there are a lot of great ideas in the Product Ideas areas that I think you should push harder to implement. I think the community is one of the best things about this company because they are throwing out amazing ideas that extend across to every CM customer.
Most Powerful Metadata
What do you like best about the product?
The powerful searching combined with metadata is most important.
What do you dislike about the product?
Reporting was very difficult out of the program. This needs to be more user friendly.
What problems is the product solving and how is that benefiting you?
Reducing Call Length and repeat calls
Good product
What do you like best about the product?
It allows to visualize big data better to make better predictions. Also I leverage bigger amount of data and it is easy to use
What do you dislike about the product?
Can be overwhelming at first, someone has to teach you how to use the programe
What problems is the product solving and how is that benefiting you?
Allows better visualization, able to analyze the data more clearly
Excellent Speech Analytics tool that helps you identify specific scenarios for regulatory feedback.
What do you like best about the product?
I like the ability to target specific regulatory scenarios to help provide feedback to agents on how to handle them.
What do you dislike about the product?
The difficulty working with our IT department on getting the right metadata into the tool
What problems is the product solving and how is that benefiting you?
We are helping our agents better recognize regulatory risks and respond to them in the appropriate way. This benefits us by lowering our overall regulatory risk.
Recommendations to others considering the product:
Ensure that you work to get the correct metadata into the system in order to help you be as successful as possible using it.
Great Program for Call Center Analytics
What do you like best about the product?
I love the ability to monitor our agents during the day and practically coach live on how their performing. Also, the search functions are very easy to maneuver and use to filter results.
What do you dislike about the product?
There are times when I'm needing something rather quickly and the screens don't advance as quickly as I wish they would, but that's more my impatience more than a program error. I can't really think off-hand of a "dislike".
What problems is the product solving and how is that benefiting you?
Voice of Customer is huge for us. Also, the quality of our agents' phone calls as well as talk time, hold time, percent silence, etc.
CallMiner Listen 2024
What do you like best about the product?
The ability to communicate with other like minded analysts for additional perspective and/or seeing what others have been working on and provide ideas to take back with me.
What do you dislike about the product?
More advanced sessions/advanced QA brainstorm sessions. The more tenured attendees working with CallMiner want more workshop time with other QAs or CallMiner staff
What problems is the product solving and how is that benefiting you?
N/A Consulting for client needs
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