CallMiner [Private Offer Only]
CallMinerReviews from AWS customer
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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.
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.
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