About CallMiner Eureka

CallMiner Eureka is a cloud-based speech analytics solution designed to help contact centers evaluate customer experience or sentiments across various communication channels such as emails, calls, social media or chat. Features include sensitive data redaction, automated scoring, compliance management, data capture and visualization, reporting, customizable dashboard and call categorization.  

It lets customer service agents discover potential issues in interactions using word clouds, topic clusters and frequency maps, automate call scoring based on specific criteria and playback calls for further review. CallMiner Eureka assesses risk levels of calls and sends alerts to operators in real-time, helping them retain clients and enhance response time. ...


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4 Reviews of CallMiner Eureka

Overall rating

4.50 / 5 stars

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August 2018

Amber from Speed Commerce

Verified Reviewer

Company Size: 1,001-5,000 employees

Industry: Consumer Goods

Time Used: Less than 2 years

Review Source: Capterra


Ease-of-use

5.0

Functionality

5.0

August 2018

So much information

Pros

I like that you can see all the aspects of your performance. Where you are falling behind and where you are excelling. You know just what you need to improve on and what you are doing good at. You can listen to your previous phone calls to see for yourself how you did.

Cons

I haven't had any issues with this program but it does take a while to learn. You just have to play with it a little and you will figure it out.

June 2017

Allison from Mercedes-Benz Financial Services

Time Used: Less than 6 months

Review Source: Capterra


Ease-of-use

3.0

Value for money

3.0

Customer support

4.0

Functionality

3.0

June 2017

CallMiner Eureka is a great tool for anyone interested in getting their hands into speech analytics.

Pros

I really enjoy how all-encompassing CallMiner Eureka is. The tool takes into account so many different attributes and metadata that help a user create searches and reports. You can search for virtually anything you want or need to know. Our business just loves the level of information they can get out of it.

Cons

The only criticism I would have is that it is a little difficult to learn. An average user would have a hard time just jumping into CallMiner and trying to create a search. You really have to have a creative and an analytical mind to gain the most use out of the tool.

May 2018

Allison from Mercedes-Benz Financial Services

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

4.0

Value for money

4.0

Customer support

4.0

Functionality

4.0

May 2018

We have used CallMiner Eureka for about 9 years, and have overall had a pleasant experience.

Pros

The tool has an expansive dictionary, and is flexible enough to provide us the transcripts that we need to create robust reporting for our business.

Cons

We have found challenges with the speaker separation functionality of version 10. Apparently, speaker separation is skewed by third party voices and hold music. The hold music isn't as much of a concern, but every time our business transfers a call (which is the vast majority of our calls), the transcript will be skewed.

July 2018

Jennifer from Colony Brands, inc

Company Size: 10,000+ employees

Industry: Retail

Time Used: Less than 6 months

Review Source: Capterra


Ease-of-use

3.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

July 2018

I like the idea of the program but it is hard to understand.

I like being able to see my stats and I love being able to play back my calls so I can learn from my mistakes.

Pros

I like being able to keep track of how well I'm doing in each aspect of my job. I love how we can play back our phone calls to hear for ourselves how we can improve.

Cons

The main page where all the attributes are listed is kind of hard to understand. Confusing. Overall I think it is a great program, it just takes time to learn and get used to it.