CallMiner [Private Offer Only]
CallMinerReviews from AWS customer
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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!
CM Review
What do you like best about the product?
The employees. If you need help, it's easy to get and they go out of their way to make sure your needs are met.
What do you dislike about the product?
Speech recognition engine could be more precise when dealing with regional accents.
What problems is the product solving and how is that benefiting you?
Gives us the ability to review and score many more calls than in a manual QA environment.
A whole new world of data at your fingertips
What do you like best about the product?
The possibilities are endless, once you really understand the data the tool is providing you and how to leverage it.
What do you dislike about the product?
In it's current state, it can be difficult to zero in on one particular area that needs attention. We can very easily be distracted with data overload!
What problems is the product solving and how is that benefiting you?
We've primarily used the tool for auditing and compliance issues and it has proven it's usefulness in those areas alone. We're able to monitor responses to new policies, website upgrades, and just about any other kind of business decision that impacts our customers.
Recommendations to others considering the product:
Leverage advice from other users with a similar infrastructure.
Solid Mining Software
What do you like best about the product?
Eureka has an easy to use interface that makes it quick to pick up.
What do you dislike about the product?
Sometimes the translations can be fairly inconsistent when an agent has an accent or mumbles.
What problems is the product solving and how is that benefiting you?
We focus on compliance and discovering new customer insights.
Recommendations to others considering the product:
Have a plan in place for what the software is going to enable your company to do. A clear road map is the key to using the software successfully. CallMiner's team is very helpful in working with customers to establish this map for creating value from the software.
Amazing Analytic System
What do you like best about the product?
I love having the ability to use different acoustic measurements as well as search strings to generate reports. It really helps identify issues and areas of improvement.
What do you dislike about the product?
I can't say I have anything at this time I dislike. Ever since we started using the program it consistently becomes more and more adaptive and innovative.
What problems is the product solving and how is that benefiting you?
We identified areas for retraining for agents. We identified areas where we could maximize productivity time and have identified issues consumers have had where we were able to address any escalations.
Recommendations to others considering the product:
Have persistence and dedication
Powerful Platform
What do you like best about the product?
Call miner is a great tool that allows you to build powerful queries to derive insights from all your phone calls. You can be simple as querying certain phrases and identifying calls where those phrases are mentioned and as complex as building categories that categorize calls that lead to payments. It's a great tool to use in conjunction with many departments within the organization, from Operations, Product, Compliance and Collections.
What do you dislike about the product?
You must have a dedicated analyst to this tool to get the bang for your buck. It requires a lot of attention and due diligence to really get the insights you want.
What problems is the product solving and how is that benefiting you?
Identify calls that result in complaints. Identify calls that result in payments. Identify caller intent beyond agent dispositions. Identify calls where customers ask questions about new product features.
Recommendations to others considering the product:
Make sure you have a dedicated customers insights analyst.
Love the ability to bring actionable coaching into our center
What do you like best about the product?
Eureka has allowed us to learn from far more calls than we could ever process manually. Combining the interface with the analyst category work has enabled us to put actionable, prescriptive coaching in the hands of our Call Center Coaches.
What do you dislike about the product?
They are continuing to refine the interface to make it more user friendly. With every update, we enjoy using it more...keep investing money here!!
What problems is the product solving and how is that benefiting you?
We are quickly able to identify why people are calling and whether our agents are using the correct language to assist customers. This has saved time in not requiring as much redundant written information to be captured since we now have these insights directly from the phone call vs relying on agent typed notes.
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