Write a review temporarily disabled. Our system flagged this request as potentially automated and has disabled form submission for security reasons. If you believe this is a mistake, please contact us. We’ll be happy to help resolve the issue.

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

Need Assistance?

We're here to help you with understanding our reports and the data inside to help you make decisions.

Get Assistance

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

{y}

{name}

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

Shawn A.

Role: Information Technology
Industry: Banking
Involvement: IT Development, Integration, and Administration

Validated Review

Verified Reviewer

Submitted Jun 2023

Cost effective. Quality insights.

Likeliness to Recommend

10 /10

What differentiates Eureka from other similar products?

Having an interactive quality dashboard was a main reason we chose CallMiner. It’s also a great visual benefit to the CSRs and to show potential clients.

What is your favorite aspect of this product?

Automated speech analytics for soft skills.

What do you dislike most about this product?

Not much to dislike.

What recommendations would you give to someone considering this product?

It’s recommended.

Pros

Reliable
Performance Enhancing
Enables Productivity
Trustworthy

Sushant N.

Role: Industry Specific Role
Industry: Consulting
Involvement: IT Leader or Manager

Validated Review

Verified Reviewer

Submitted Jun 2023

Best interaction analytics tool for XD

Likeliness to Recommend

9 /10

What differentiates Eureka from other similar products?

It's NLP engine is robust and provide more accuracy than many other products. Alisha it's GUI is user friendly and very easy to understand

What is your favorite aspect of this product?

It empower everyone from agent level to leadership level.

What do you dislike most about this product?

Inbuilt reporting function was not available but I got to know that Callminer Eureka team already working on this

What recommendations would you give to someone considering this product?

This is the best futuristic tool, specially for the contact center industry. Using this will definitely save lot of man hours and not just that it can also reduce risk as it can automate/audit 100% of contacts.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

abby w.

Role: Operations
Industry: Finance
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Jun 2023

Call Center Tool for your Toolbox!

Likeliness to Recommend

10 /10

What differentiates Eureka from other similar products?

The interface is user friendly and easy to follow! You can dig in and understand what it is showing you without needing loads of training.

What is your favorite aspect of this product?

The illuminate feature to help find phrasing we might have missed has helped for more accurate category building.

What do you dislike most about this product?

Having to redact strings of numbers.

What recommendations would you give to someone considering this product?

Consider not only the staff you need to use the software, but also make sure you have a plan to act on the insights you're getting.

Pros

Continually Improving Product
Reliable
Trustworthy
Effective Service

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

Shawn A.

Cost effective. Quality insights.

Likeliness to Recommend

Pros

Sushant N.

Best interaction analytics tool for XD

Likeliness to Recommend

Pros

abby w.

Call Center Tool for your Toolbox!

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