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Callminer

Eureka

Composite Score

7.2 /10

CX Score

7.3 /10

8 Reviews Write a Review

Claim Software

What is Eureka?

The Eureka engagement analytics platform transforms the Voice of Your Customers and Agents into operational intelligence at scale with automated performance and sentiment scoring, topic discovery and trend presentation. CallMiner Eureka makes it possible to analyze 100% of customer conversations and turn those insights into transformational business change. No other platform delivers the tools and capabilities to drive enterprise-wide value.

Company Details

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Eureka Ratings

Real user data aggregated to summarize the product performance and customer experience.

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

93 Likeliness to Recommend

100 Plan to Renew

71 Satisfaction of Cost Relative to Value

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Emotional Footprint Overview

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

+92 Net Emotional Footprint

The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.

How much do users love Eureka?

25% Negative

0% Neutral

75% Positive

Pros

Continually Improving Product
Performance Enhancing
Enables Productivity
Unique Features

Feature Ratings

Average 74

Conversation Coaching

Call Analytics

Role-Based Access

Manager Annotation and Feedback

Call Recording

Application Integration

Artificial Intelligence Engine

Pipeline Visibility

Dashboards and Reporting

Audio Transcription

Mobile Support

Vendor Capability Ratings

Average 78

Product Strategy and Rate of Improvement

Ease of Implementation

Quality of Features

Breadth of Features

Ease of IT Administration

Vendor Support

Usability and Intuitiveness

Business Value Created

Availability and Quality of Training

Ease of Data Integration

Ease of Customization

Eureka Reviews

Blake H.

Role: Operations
Industry: Banking
Involvement: IT Development, Integration, and Administration

Validated Review

Verified Reviewer

Submitted May 2023

End User Ease but Leader viewing struggles.

Likeliness to Recommend

8 /10

What differentiates Eureka from other similar products?

Their ease of use for the end user is top notch. I'm the way it serves up calls of importance for review is above all others.

What is your favorite aspect of this product?

The quick search functionality on the call sets are great. I am able to pull impact data very fast for operational leaders. Alot of the time, it's during a call I will do this, as questions arise.

What do you dislike most about this product?

Reporting and dashboards are non existent.

What recommendations would you give to someone considering this product?

Be ready to explore on your own. They will educate you but this is very quick and superficial. The best analyst learn from trial and error.

Pros

Security Protects
Helps Innovate
Continually Improving Product
Reliable

Eureka

What is Eureka?

Company Details

Need Assistance?

Eureka Ratings

93 Likeliness to Recommend

100 Plan to Renew

71 Satisfaction of Cost Relative to Value

Emotional Footprint Overview

+92 Net Emotional Footprint

How much do users love Eureka?

Pros

Feature Ratings Average rating of all product features, some of which may not be shown below

Conversation Coaching The solution makes proactive recommendations to sales reps based on call attributes and dynamics, for example, balance of talk time or keywords mentioned.

Call Analytics Real-time and historical reporting and analytics on call metrics, such as talk time, competition win rate, key words, sentiment etc.

Role-Based Access Enable different levels of access based on role e.g. administrators can modify and see all data or department managers have access only to their data.

Manager Annotation and Feedback The solution allows managers to provide annotation and feedback on recorded calls, and to assign calls a score based on predefined or user-defined rubric.

Call Recording Inbound and outbound calls are captured and retained in the platform, and can be appended with relevant metadata (such as callers, date/time, subject).

Application Integration Includes functional and data integration with common applications such as CRM, CSM, ERP, email, etc.

Artificial Intelligence Engine Can work autonomously within a series of pre-defined parameters, including decision-making, routing, processing, and human interaction.

Pipeline Visibility Single view into deals by combining customer interactions for visibility into executive involvement, history with past employees and leading sales indicators.

Dashboards and Reporting Customizable dashboards to track KPIs, rep performance, and metrics.

Audio Transcription Transcription audio recordings into text format, providing a transcript of the recorded dialog.

Mobile Support The solution provides the ability to support multiple devices, OSes and platforms using mobile optimized, HTML-based web access and/or native applications.

Vendor Capability Ratings Average rating of all vendor capabilities, some of which may not be shown below

Product Strategy and Rate of Improvement Vendors who don't stay on top of emerging needs and trends won't enable you to meet your business goals. Use this data to separate innovators from imposters.

Ease of Implementation Successfully implementing new software is necessary to realize its full value and promote end user adoption. This data indicates whether or not the product is easy to implement.

Quality of Features Feature quality is just as important as quantity. Use this data to determine if this product will do what you're purchasing it to do, easily, intuitively, reliably, and effectively.

Breadth of Features Users prefer feature rich software that enables them to perform diverse series of tasks. This data expresses user satisfaction with the product's breadth of features.

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

Vendor Support The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve.

Usability and Intuitiveness End user learning curves cost the organization money. Pay attention to your end users' technical ability to determine how important UX is in your purchase.

Business Value Created Software needs to create value for employees, customers, partners, and, ultimately, shareholders. This data expresses user satisfaction - or lack thereof - with the product's business value.

Availability and Quality of Training Effective and readily available training enables users to get the most out of the software you've chosen. Use this section to make sure your vendor's training programs and materials measure up.

Ease of Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

Ease of Customization Don't get bogged down in a difficult customization; use this data to make sure you can easily achieve the functionality you need for your particular situation.

Eureka Reviews

Blake H.

End User Ease but Leader viewing struggles.

Likeliness to Recommend

Pros

Feature Ratings

Conversation Coaching

Call Analytics

Role-Based Access

Manager Annotation and Feedback

Call Recording

Application Integration

Artificial Intelligence Engine

Pipeline Visibility

Dashboards and Reporting

Audio Transcription

Mobile Support

Vendor Capability Ratings

Product Strategy and Rate of Improvement

Ease of Implementation

Quality of Features

Breadth of Features

Ease of IT Administration

Vendor Support

Usability and Intuitiveness

Business Value Created

Availability and Quality of Training

Ease of Data Integration

Ease of Customization