Average Ratings

4 Reviews
  • 4.5 / 5
    Overall
  • 4 / 5
    Ease of Use
  • 4.5 / 5
    Customer Service

Product Details

  • Starting Price
    Not provided by vendor
  • Deployment
    Cloud, SaaS, Web

Vendor Details

  • CallMiner
  • callminer.com

About Eureka

Speech analytics and pervasive call center performance management solution for large and small contact centers.


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Eureka Features

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Eureka Reviews Recently Reviewed!


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

May 10, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

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.

So much information

Aug 17, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
Likelihood to Recommend: 10.0/10 Not
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Extremely
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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.

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

Jun 07, 2017
4/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money

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.

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

Jul 26, 2018
5/5
Overall
3 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

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.

Overall: 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.