CALLMINER in Customer Journey Analytics Software

CallMiner Eureka, a journey-based analytics solution, aids contact centers in improving the customer experience, enhancing the agent performance, ensuring compliance, minimizing risks, reducing operational costs, and enhancing sales. It helps contact center personnel, including supervisors, managers, and agents, access the customer feedback provided by the speech analytics software. CallMiner Eureka Xchange empowers marketers to use the extended capabilities of CallMiner Eureka with new categories and search queries. The new categories can tag customers’ interactions automatically. These categories can be customized as per the customers’ requirements to obtain rapid business insights. The solution can be deployed on cloud and on premises.
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USP : CallMiner provides customer journey analytics solutions through CallMiner Eureka, a speech analytics software, and the Eureka Xchange app. These products help marketers analyze huge volumes of data generated from customer interactions across all customer touchpoints, including emails, chats, calls, and social media.

BUYERS
VENDORS
EXPERTS
2.8
ANALYSTS
 

CALLMINER detailed analysis

Product Maturity
Company Maturity
Most IMPORTANT
0.0
0.0
0.0
Breadth and Depth of Product Offerings
1.05
2.20
1.65
Product Features and Functionality
2.65
3.60
2.75
Product Differentiation and Impact on Customer Value
2.85
3.30
3.70
Product Branding
2.35
3.80
3.80
LEAST IMPORTANT LESS IMPORTANT

PARTICIPATING QUADRANTS

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

    All-Asia-Pacific

    20 Participants

  • Niche Quadrant

    All-North America

    22 Participants

  • Niche Quadrant

    All-Europe

    19 Participants

STRENGTHS
  • Company Maturity / Partner Ecosystem
    Managed Service Providers
  • Company Maturity / Partner Ecosystem
    Other Partner Ecosystem
  • Company Maturity / Geographic Footprint
    Channel Partners - Asia-Pacific
  • Company Maturity / Geographic Footprint
    Channel Partners - Europe
  • Company Maturity / Geographic Footprint
    Channel Partners - Latin America
  • Company Maturity / Geographic Footprint
    Channel Partners - Middle East and Africa
  • Company Maturity / Geographic Footprint
    Channel Partners - North America
  • Company Maturity / Geographic Footprint
    Direct Presence - Asia-Pacific
  • Company Maturity / Geographic Footprint
    Direct Presence - Europe
  • Company Maturity / Geographic Footprint
    Direct Presence - North America
  • Company Maturity / Geographic Footprint
    Sales Office - Asia-Pacific
  • Company Maturity / Geographic Footprint
    Sales Office - Europe
  • Company Maturity / Geographic Footprint
    Sales Office - Latin America
  • Company Maturity / Geographic Footprint
    Sales Office - North America
  • Product Maturity / Channel of Delivery
    Directly
  • Product Maturity / services
    Customer Support
  • Company Maturity / Partner Ecosystem
    Consultants
  • Company Maturity / Partner Ecosystem
    Distributors
  • Company Maturity / Partner Ecosystem
    System Integrators
  • Company Maturity / Partner Ecosystem
    Value Added Resellers (VAR)
WEAKNESSES
  • Company Maturity / Partner Ecosystem
    OEMs
  • Product Maturity / Pre Sales Support
    Others (Please specify)
  • Product Maturity / Breadth and Depth of Product Offerings
    Product Offerings
  • Product Maturity / Channel for Delivery of Support Services
    On-Site Support
  • Company Maturity / Geographic Footprint
    Direct Presence - Latin America
  • Company Maturity / Geographic Footprint
    Direct Presence - Middle East and Africa
  • Product Maturity / Deployment Model
    Hybrid
  • Product Maturity / Preferred Mode of Delivery
    Per User Basis
  • Product Maturity / Product Features and Functionality
    Product Functionality
  • Company Maturity / Geographic Footprint
    Sales Office - Middle East and Africa
  • Product Maturity / Preferred Mode of Delivery
    Subscription / Licensing
  • Product Maturity / Services
    Any other professional service
  • Product Maturity / Applications Served
    Customer loyalty and process management
  • Product Maturity / services
    Other support services
  • Product Maturity / Services
    Training and Education services
  • Product Maturity / Touchpoints
    Branch/Store
  • Product Maturity / Touchpoints
    Others
  • Product Maturity / Touchpoints
    Sales representative
  • Company Maturity / R&D Spend
    15% - 20%
  • Company Maturity / R&D Spend
    5% - 10%

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TOP USECASES
TOP FEATURES
  • Product Features and Functionality
    Touchpoints
  • Product Features and Functionality
    Applications Served
  • Product Features and Functionality
    Data Format
  • Channel of Delivery
    Directly
  • Touchpoints
    Call center
  • Touchpoints
    Web
  • Industry Vertical
    Travel and Hospitality
  • Industry Vertical
    Healthcare and Life Sciences
  • Data Format
    Text
  • services
    Customer Support

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CALLMINER Presence in Customer Journey Analytics Software

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