CallMiner [Private Offer Only]
CallMinerReviews from AWS customer
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CallMiner Eureka review
What do you like best about the product?
This tool allows us to generate valuable insights of our business, highlighting knowledge or process gaps along with in the moment feedback on how we can manage our operations and we the required development needs are
What do you dislike about the product?
We love the platform but we don't think that you should have to pay more for an increased level of accuracy. We feel that this should be part of the basic package
What problems is the product solving and how is that benefiting you?
CallMiner Eureka has allowed us to regain our coaching culture and as provided us with valuable insights on where our process and knowledge gaps are. It has also been a big factor in our overall engagement levels
Eye opening and exciting
What do you like best about the product?
Listening to other business in the financial industry on how they have utalised call miner in there businesses. The impact it has had on their organisation and people. The presentation from. Bruce was amazing and very informative about what to expect from call miner in the next coming months.
What do you dislike about the product?
Abit slide heavy and times, could of had one or two interactive sessions with the Audience.
What problems is the product solving and how is that benefiting you?
Since attending the session this week we have already downloaded the consumer duty score cards and will be looking at this in the coming days to understand where we are at the early stages on consumer duty going live.
An invaluable tool for understanding your customers
What do you like best about the product?
Really like the new search functionality inclusion of the hierarchy is also a great help.
What do you dislike about the product?
What would be nice is great if you could export data automatically without using the API. Another thing which would be really good would be to get more than five different areas for a score.
What problems is the product solving and how is that benefiting you?
It's help identify processing gaps within the business also help with our online journey to improve our customer experience
Very informative and exciting things coming up!
What do you like best about the product?
Hands down the easiest method of call analysis going, and so versatile
What do you dislike about the product?
There are a number of bugs with subscriptions not coming through, can also be fairly slow depending on number of users live
What problems is the product solving and how is that benefiting you?
Vulnerabilities, agent performance, complaints resolution, QA
Software with additional useful tools.
What do you like best about the product?
I like the voice transcription that it offers. I also like that you can add tags, and comments and do specific searches of the calls you want to hear/find. Overall a very complete software.
What do you dislike about the product?
The voice transcription is not very accurate so you can't trust 100% in the tool. It is good as a general guidance but it still needs improvement. I also dislike that you can't hear calls on the same day. I think this has to do with our company having a certain hour when calls are uploaded but this didn't happen with Live Vox.
What problems is the product solving and how is that benefiting you?
It is providing the platform for us to listen to calls from our sales and loan servicing agents so we can provide guidance and feedback in their general customer support.
There's a learning curve
What do you like best about the product?
CallMiner is very flexible and can be used in a variety of ways. However, learning how to make the most of it takes a lot of time and you will need a dedicated person to optimize your use.
What do you dislike about the product?
The transcription doesn't sort our mumbled words or unqiue accents as well as I would like.
What problems is the product solving and how is that benefiting you?
Coaching and developing agents.
Overall a fantastic Speech Analytics platform
What do you like best about the product?
I love the flexibility and customization that comes with building categories, scores etc. The data really shines when we export and connect to other sources.
What do you dislike about the product?
The UI is buggy at times, and the hierarchy can be challenging to work with
What problems is the product solving and how is that benefiting you?
We can deliver key insights to stakeholders through Contact Drivers and custom categories to help bring clarity to the flavor of the month.
CallMiner interaction analytics
What do you like best about the product?
Flexibility and customizability, API is fantastic for back integrations.
What do you dislike about the product?
Support could use some help problem solving.
What problems is the product solving and how is that benefiting you?
Sales effectiveness, compliance, marketing insights, VOC, CX
Easy to use and not limiting
What do you like best about the product?
The user interface and how the tool is structured.
What do you dislike about the product?
How complicated it can be up front while starting.
What problems is the product solving and how is that benefiting you?
Extracting data from our contact center for rest of the business.
Highly Recommend CallMiner
What do you like best about the product?
I love the reporting, the visuals, and it is a very user friendly system with a great team of contacts to help you along the way!!
What do you dislike about the product?
Updating the hierarchy is time consuming but needed. I also think there could be a better way to pull reporting other than explorer. I want to be able to quickly export all data by line of business and agent instead of just one or the other.
What problems is the product solving and how is that benefiting you?
We are able to reduce repeat callers, increase first call resolution, and get a better understanding overall as to why our members are calling. We can also quickly see what kind of survey comments our members are leaving quickly!!
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