CallMiner Eureka Reviews and Ratings

Rating: 9 out of 10

Score

9 out of 10

Community insights

TrustRadius Insights for CallMiner Eureka are summaries of user sentiment data from TrustRadius reviews and, when necessary, third party data sources.

Recommendations

Users commonly recommend several improvements for CallMiner. First, they suggest fixing the issues related to data searching and loading time, aiming to enhance the speed and efficiency of these processes. Second, users recommend adding the option to export raw data in Binary format, which can lead to faster results and smoother analysis. This feature would enable users to obtain insights more efficiently. Lastly, users emphasize the importance of having dedicated staff and expertise to fully leverage the Speech Analytics portion of CallMiner. Having specialized personnel who can extract valuable insights from call center transactions is seen as vital for improving business performance. Additionally, users find CallMiner to be a valuable investment that pays for itself over time. They recommend exploring hidden insights in call center transactions, attending demos at industry events, leveraging advice from other users, and having a clear roadmap for effective use of the software. Persistence, dedication, thorough documentation, correct metadata input, and planning for future business goals are also recommended to make the most out of CallMiner's capabilities.

Reviews

5 Reviews

Excellent Calls and Project Communication Management Software and the Most Effective Scheduling Platform.

Rating: 9 out of 10

Incentivized

March 7, 2022

Use Cases and Deployment Scope

Easy and Effective call management platform with multiple excellent capabilities which any user can easily get used to their functionalities concepts. CallMiner Eureka allows easy tracking of calls and also the engagement capability is the best and the features were very easy to custom. The solution provides accurate communication and the data analytics results are offered in real-time capability.

Pros

It was easy tracking of various conversations.
Reports are effective.
Easy to collect data insights.

Cons

Technical help to be advanced.
Deep setting requires an experienced Engineer.
Interface looks complicated to new users.

Likelihood to Recommend

Call history tracking functionalities and the ability to manage different contacts are effective through CallMiner Eureka's capabilities. Setting the interface is an easy task and the quality of the tool services is an incredible and easy communication platform for the members of the different projects. The tool has effective scheduling functions and easy project management tools which allows effective data import through the integration tools.

Annette Gilmour

Senior Project Manager in Information Technology at Linio Group (1001-5000 employees)

Vetted Review

2 years of experience

View profile

Good product but accuracy is sometimes off.

Rating: 7 out of 10

Incentivized

February 25, 2022

Use Cases and Deployment Scope

CallMiner Eureka allowed us to see insights into the quality of customer service and the pain points of our customers.

Pros

Reporting
Sentiment analysis
Trending

Cons

Accuracy
Customer Service

Likelihood to Recommend

It is good for evaluating the customer experience and judging customer sentiment.

Mark Goin

Consultant in Customer Service at ProService (51-200 employees)

Vetted Review

1 year of experience

CallMiner Eureka makes my job easy

Rating: 8 out of 10

Incentivized

February 24, 2022

Use Cases and Deployment Scope

I use CallMiner Eureka Analyze to track and compare my customers experiences and each of my call center reps performance. I like the automated scoring feature and the automated journey mapping which allows me to see all of the customer touchpoints across all of me marketing channels like email, text and phone.

Pros

Intent scoring
Custom User Dashboards
Drill down to each touchpoint experience

Cons

The quality of the playback could be improved
The options for expanding the dashboard metrics
Allowing for users to share details

Likelihood to Recommend

We had a caller complain about an experience they had with us. When we went back to listen to all of the calls with the call center rep there did not seem to be any major issues. Some communication concerns but nothing that would make the caller upset. It was not until we discovered the issue came from an email.

Verified User

Executive in Marketing (51-200 employees)

Vetted Review

1 year of experience

CallMiner Eureka: Overview

Rating: 10 out of 10

Incentivized

August 30, 2020

Use Cases and Deployment Scope

We provide speech analytics as a service, and CallMiner Eureka is our product of choice. It is inherently flexible and can be used to deliver results across industries due to its flexibility and ability to be customized.

Pros

Customization: Can be tailored to any organization's needs.
Open: APIs allow for export of data into other systems (CRM, BI tools, etc.).
Visual: Visualizations allow users to make quick decisions based on trends, findings, etc.

Cons

Admin tools such as integration/ingestion tracking.

Likelihood to Recommend

Eureka is powerful in any environment where there is interaction traffic, size notwithstanding. The tool is useful on simple use-cases like QA effort reduction, and compliance, but also Excels with more complex uses such as driving sales effectiveness, churn, etc.

Verified User

Executive in Professional Services (1-10 employees)

Vetted Review

Reseller

6 years of experience

Eureka!

Rating: 8 out of 10

Incentivized

August 23, 2020

Use Cases and Deployment Scope

Our company currently uses Eureka for multiple departments. We are utilizing CallMiner to score our agents on their live incoming and outbound contacts. Eureka currently is addressing our quality assurance needs. We are always looking to add and tweak the verbiage that CallMiner is looking for to optimize the agent's scorecards, to develop stronger more knowledgeable, and more efficient agents.

Pros

User-friendly interface
Great reporting
High customization

Cons

More accurate transcripts.
Faster loading times in the application.

Likelihood to Recommend

Eureka CallMiner is very suited for call centers that are trying to get a feel for what the agents are saying, as well as the customers on the other end of the phone. It can help with calibration sessions to assure that quality and accuracy are being given to each customer.

Lenny Byers

Service Support Specialist in Customer Service at Century Support Services (201-500 employees)

Vetted Review

2 years of experience

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