Eureka

Omnichannel speech analytics solution for contact centers

About Eureka

CallMiner Eureka is a cloud-based speech analytics software, which helps contact centers automatically analyze customers' engagement across various communication channels such as calls, emails, social media platforms, and chat. Managers can monitor interactions in real-time to identify issues, measure clients' sentiments, and improve agents' performance.

The application lets employees retrieve contact details using keywords or phrases, apply custom scores to call content, and categorize interactions based on behavior, outcomes, competitors, and more. CallMiner Eureka leverages AI and machine learning technologies to send real-time alerts to operators for high-risk calls and transcribe them for further review. Team members can use personal portals to view their progress for a timeframe and receive suggestions on performance improvement.

CallMiner Eureka offers API-based integration with various internal business systems and third-party applications, letting users share insights across the organization. It helps supervisors identify and remove numeric based PCI/PII data such as social security or account numbers in text transcripts and securely share with trainees during coaching. Managers can also drag-and-drop multiple data elements in the dashboard, perform assessments, add annotations, and share reports in different formats.

Devices

Business size

S M L

Images

CallMiner Eureka customer journey mapping
CallMiner Eureka coaching dashboard
CallMiner Eureka data visualization
CallMiner Eureka agent assistant
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Eureka video
Eureka screenshot: CallMiner Eureka customer journey mapping Eureka screenshot: CallMiner Eureka coaching dashboard Eureka screenshot: CallMiner Eureka data visualization Eureka screenshot: CallMiner Eureka agent assistant

Features

Total features of Eureka: 43

  • API
  • Activity Dashboard
  • Alerts / Escalation
  • Audio Capture
  • Automatic Transcription
  • Blended Call Center
  • Call Logging
  • Call Monitoring
  • Call Recording
  • Call Scripting
  • Campaign Management
  • Categorisation/Grouping
  • Chat/Messaging
  • Commenting/Notes
  • Computer Telephony Integration
  • Customer Experience Management
  • Customer Segmentation
  • Dashboard
  • Data Capture and Transfer
  • Data Mapping
  • Data Security
  • Employee Portal
  • Inbound Call Center
  • Multi-Channel Communication
  • Multi-Channel Data Collection
  • Negative Feedback Management
  • Outbound Call Center
  • Performance Metrics
  • Predictive Analytics
  • Prioritization
  • Progress Tracking
  • Real Time Analytics
  • Real Time Monitoring
  • Real-Time Chat
  • Reporting & Statistics
  • Reporting/Analytics
  • Risk Alerts
  • Search/Filter
  • Sentiment Analysis
  • Speech-to-Text Analysis
  • Tagging
  • Text Analysis
  • Third Party Integrations

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Reviews

Overall rating

4,5 /5
(4)
Value for Money
4/5
Features
4,3/5
Ease of Use
3,8/5
Customer Support
4,3/5

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Showing 5 reviews of 4
Amber C.
Overall rating
  • Industry: Consumer Goods
  • Company size: 1 001-5 000 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Ease of Use
  • Likelihood to recommend 10.0 /10

So much information

Reviewed on 2018/08/17

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.

Allison C.
Overall rating
  • Used Weekly for 1-5 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support

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

Reviewed on 2017/06/07

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.

Allison C.
Overall rating
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support

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

Reviewed on 2018/05/10

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.

Jennifer T.
Overall rating
  • Industry: Retail
  • Company size: 10 000+ Employees
  • Used Weekly for 1-5 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 8.0 /10

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

Reviewed on 2018/07/26

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

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.

Eureka FAQs

Below are some frequently asked questions for Eureka.

Eureka offers the following pricing plans:

  • Starting from:
  • Pricing model: Subscription
  • Free Trial: Available

CallMiner Eureka offers a free trial for new users, after which the software pricing is based on volume of interaction data.

We do not have any information about Eureka features

Eureka has the following typical customers:

2-10, 11-50, 51-200, 201-500, 501-1 000, 1 001+

We do not have any information about what languages Eureka supports

Eureka supports the following devices:

We do not have any information about what integrations Eureka has

Eureka offers the following support options:

Email/Help Desk, Knowledge Base, Phone Support, 24/7 (Live rep)

Related categories

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