CallMiner Eureka Contact Center Reviews & Details

CallMiner Eureka, the speech analytics software from the company, automates the process of accessing and analyzing large volumes of customer interactions across all communication channels. The product enables contact center to improve agent performance, ensure compliance and minimize risks, reduce operational costs, and enhance customer experience. The company offers Eureka starter, a search discovery analytics solution and Eureka Enterprise, which provides full speech and text analytics capabilities, for its CallMiner Eureka platform. CallMiner myEureka provides contact center managers, supervisors, and agents access to the feedback driven by the company’s speech analytics software. CallMiner EurekaLive provides contact center executives with real-time feedback and recommends the next course of action by monitoring in-progress calls and delivering instant alerts. The company provides a comprehensive solution set including speech analytics, cross-channel analytics, predictive analytics, performance analytics and text analytics along with other solutions such as sentiment analytics.

USP : CallMiner registers its presence in the contact center analytics market with a number of solutions such as CallMiner Eureka, CallMiner myEureka, CallMiner EurekaLive, CallMiner Eureka API and CallMiner Eureka Xchange that can be deployed on-premises and on-demand.

BUYERS
VENDORS
EXPERTS
3.5
ANALYSTS
 

CALLMINER detailed analysis

Product Maturity
Company Maturity
Use Case Maturity
Most IMPORTANT
0.0
0.0
0.0
Breadth and Depth of Product Offerings
3.95
4.40
4.15
Product Features and Functionality
1.85
4.20
4.45
Delivery
3.50
4.05
3.65
Support Services
3.50
4.75
3.90
LEAST IMPORTANT LESS IMPORTANT

PARTICIPATING QUADRANTS

CALLMINER has chosen it’s strengths in these 3 territories
  • Niche Quadrant

    All-Asia-Pacific

    22 Participants

  • Niche Quadrant

    All-North America

    24 Participants

  • Niche Quadrant

    All-Europe

    22 Participants

STRENGTHS
  • Product Maturity / Deployment Model
    Hosted / On-Cloud
  • Product Maturity / Solution Delivery
    Delivery - Direct
  • Product Maturity / Technology Used
    Artificial Intelligence
  • Product Maturity / Technology Used
    Natural Language Processing (NLP)
  • Product Maturity / Medium of Delivery of Support Services
    Remote Support
  • Product Maturity / Delivery Mode
    Per User Basis
  • Product Maturity / Technology Supported
    Appication Performance Report
  • Product Maturity / Applications
    Customer Experience Management
  • Product Maturity / Technology Supported
    Customizable reprts and Dashboards
  • Product Maturity / Technology Supported
    Export and Share
  • Product Maturity / Technology Supported
    Historical Reporting
  • Product Maturity / Applications
    Log Management
  • Product Maturity / Applications
    Real-time monitoring and reporting
  • Product Maturity / Applications
    Workforce Optimization
  • Product Maturity / Applications
    Other Applications
  • Product Maturity / Technology Supported
    Other Technologies Supported
  • Product Maturity / Services Offered
    Consulting services
  • Product Maturity / Services Offered
    Managed Services
  • Product Maturity / Services Offered
    Training, Support and maintanence services
  • Product Maturity / Support Services
    Customer Support
WEAKNESSES
  • Product Maturity / Technology Used
    Data Extraction and Mining
  • Product Maturity / Technology Used
    Machine Learning
  • Product Maturity / Deployment Model
    On-Premise
  • Product Maturity / Medium of Delivery of Support Services
    On-Site Support
  • Product Maturity / Technology Used
    Other Technology Used
  • Product Maturity / Delivery Mode
    Full Time Equivalent
  • Product Maturity / Delivery Mode
    Subscription / Licensing
  • Product Maturity / Applications
    Automatic Call Distributor
  • Product Maturity / Technology Supported
    Funnel Analysis
  • Product Maturity / Applications
    Risk and Compliance Management
  • Product Maturity / Technology Supported
    Voice User Interface Report
  • Product Maturity / Services Offered
    Any other professional services
  • Product Maturity / Support Services
    Other Support Services
  • Product Maturity / Support Services
    Customer Redressal Mechanism/Program
  • Product Maturity / Support Services
    Level of Support
  • Product Maturity / Breadth and Depth of Product Offerings
    Product Variants
  • Product Maturity / Product Features and Functionality
    Channel Supported
  • Product Maturity
    Breadth and Depth of Product Offerings
  • Product Maturity
    Delivery
  • Product Maturity / Solution Delivery
    Delivery - Through Partners / Third-Party Vendors
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TOP FEATURES
  • Product Features and Functionality
    Applications
  • Product Features and Functionality
    Technology Supported
  • Product Features and Functionality
    Technology Used
  • Services Offered
    Consulting services
  • Technology Supported
    Other Technologies Supported
  • End Users
    Financial Services and Insurance
  • End Users
    Banking
  • Technology Supported
    Historical Reporting
  • Solution Delivery
    Delivery - Direct
  • Deployment Model / Hosted
    On-Cloud

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CALLMINER Presence in Contact Center Analytics Solutions

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Marie Stelle

Engagement Partner - 360Quadrants.com