CallMiner [Private Offer Only]
CallMinerReviews from AWS customer
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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.
I have used CallMiner for years and love it
What do you like best about the product?
There is a lot to love about CallMiner. The tool itself is quite intuitive and expansive, taking into account so many different factors to provide a truly customer-centric product. It is pretty easy to use and easy to train others to use. My favorite thing about CallMiner, though, is the tremendous support that our team receives. Anytime there is any kind of issue, the CallMiner support team is so incredibly helpful. They are always so quick to respond, very attentive, very knowledgeable, friendly, and easy to work with. Additionally, our Customer Success Director is very attentive and knowledgeable and treats our concerns and/or questions with the utmost care and respect.
What do you dislike about the product?
I wish the transcripts were better. Understandably, there are many different variables that attribute to the clarity of a call and therefore the transcript will reflect thusly. However, inaccuracies in the transcripts cause a little heartache on the part of our business.
What problems is the product solving and how is that benefiting you?
Compliance issues (including targeting CFPB language); ensuring escalated calls within our contact center are handled quickly and accurately; monitoring agent performance to ensure calls are not left on hold too long or allowing calls to ring excessively; and measuring call quality for coachinig purposes.
Recommendations to others considering the product:
CallMiner knows more than you think it does, so trust the product and the quality of support you receive with the company.
Great product
What do you like best about the product?
Coach helps to increase the coaching cycle much quicker and enable managers to have a real understanding of their teams' weaknesses
What do you dislike about the product?
Lately it seems they have been having more technological issues
What problems is the product solving and how is that benefiting you?
Increase average payment size, reducing qa costs and monitoring more calls
Recommendations to others considering the product:
Make sure you think about what you want to see and realize about your business in the future and plan for the future during the initial implementation.
Pretty good, other than some kinks
What do you like best about the product?
It transcribes things pretty accurately, and category building is effective.
What do you dislike about the product?
- logs me out way too quick, losing my work
- when I click something in the audio it doesn't bring me to that timestamp in the transcript
- searching is difficult
- it cannot translate the name of my company (Shopify)
- when I click something in the audio it doesn't bring me to that timestamp in the transcript
- searching is difficult
- it cannot translate the name of my company (Shopify)
What problems is the product solving and how is that benefiting you?
- Coaching our customer service reps
- Identifying trends
- Identifying trends
CM Offers All Tools Necessary for a Successful Voice Analytics Program
What do you like best about the product?
Easy to learn and operate user interface
What do you dislike about the product?
Offers minimal visualization tools (for now)
What problems is the product solving and how is that benefiting you?
Sales improvement, compliance auditing
Increased sales, lower compliance issues and placement rate
Increased sales, lower compliance issues and placement rate
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