Top 5 CallMiner Eureka Alternatives In 2024

Introducing CallMiner –  a cloud-based speech analytics solution specifically developed for huge contact centres.

Its primary function is to analyse customer sentiment and assess their overall experience across numerous communication channels such as emails, phone calls, chats and social media platforms.

CallMiner, which is equipped with advanced voice and interactive analytics capabilities, aims to improve customer satisfaction, increase operational efficiency, and save costs.

If you are looking for a CallMiner Eureka alternatives, this article provides a thorough evaluation of both the CallMiner platform and numerous major prominent alternatives that offer contact center intelligence technology and analytics solutions.

First check out this small comparison table, classified on the basis of features:

A. What does CallMiner do?

CallMiner is a powerful call center speech analytics platform that helps organizations gain valuable insights from customer interactions.

By using this call center artificial intelligence technology, CallMiner analyses customer sentiments and experiences.

This platform enables organizations to understand and optimize their customer interactions better.

CallMiner provides detailed analyses as requested by contact centers, along with comprehensive reports that highlight areas for improvement in customer support processes.

Callminer easily integrates with various call center phone systems.

Additionally, it facilitates the collection of data from various channels, including voice calls and chat messages, allowing organizations to stay updated on all customer communications and make informed decisions.

With its innovative features, CallMiner enhances customer service and ultimately delivers a better customer experience.

Due to some limitations of Call Miner, it’s worthwhile to look for alternatives.

B. Top 5 CallMiner eureka alternatives

1. Enthu.AI

Enthu.AI is one of the top conversation intelligence platforms for enterprise contact centers and business process outsourcing (BPO).

Enthu.AI seamlessly integrates with leading telephony and call recording providers, ensuring call quality assurance for all your calls.

With Enthu.AI, teams have the ability to replicate multiple voice processes, allowing them to mimic their specific calling themes accurately.

Enthu.AI transforms agent coaching and training. It replaces random sampling with specific and measurable call moments that are tailored to each unique voice process.

This approach empowers voice teams to test their call quality hypotheses using actual call data, eliminating the need for random call monitoring.

In essence, this serves as a valuable tool for customer sentiment, sales, support, and success functions, enabling them to extract meaningful and actionable insights from every single interaction.

The interface looks nice. Integrations are ready quickly. Have low costs, great monthly subscription. Best call transcription with analysis! Responsive team. Highly recommend!

Alex McConville

Head of Central Sales

​Enthu. AI is an amazing and flexible conversational intelligence with strong integration capabilities. Provides high level of accuracy on call transcript and has strong word recognition.

Scott Bierbryer

Chief Revenue Officer

Best For:

2. Nice

NICE Nexidia empowers businesses with a holistic comprehension of customer behavior and preferences using advanced text and speech analytics.

By incorporating automated conversations, interactive dashboards, personalized messaging, and targeted segmentation, NICE provides managers with a set of tools to extract invaluable insights on customer sentiment, activity, scheduled service calls, and other critical aspects.

Additionally, the platform facilitates the generation of customized reports, enabling businesses to focus on key metrics that drive their success.

Pros:

• Ease of use: It is very easy to use and navigate because of its optimal interface.
• Pricing: It is affordable for large as well as small businesses.
• Exclusive features: It provides exceptional features such as quality management, performance management etc.

Cons:

• Malfunctioning: It doesn’t work properly with external devices such as headsets, earphones etc.
• Troubleshooting: It takes a long time to resolve technical errors.
• Performance: Sometimes, it experiences delays and operates at a slower pace than usual.

3. Observe.AI

This advanced platform provides businesses with the capability to monitor customer interactions, identify outliers, and extract valuable business intelligence.

It helps users improve customer service operations and costs by emphasizing quality assurance and compliance.

Observe.AI is committed to elevating the overall quality of customer service by offering deep insights into the customer experience.

Pros:

• User-Friendly: The software is easy to use and navigate.
• Call Transcripts: It generates real-time call transcripts which makes it easy to review calls.
• Call quality: It provides premium quality video and voice calls.

Cons:

• Automation: It doesn’t have virtual assistants to attend the calls.
• Precision: Call transcription accuracy is very low.
• Customer assistance: The response time of agents is excessively lengthy.

4. Genesys

Genesys specialises in contact centre and customer experience solutions.

They offer a comprehensive suite of software and cloud-based services to assist businesses in delivering excellent customer experiences across several channels, including phone, digital, and mobile.

Genesys provides omnichannel contact centre platforms, worker engagement management, self-service and automation technologies, artificial intelligence (AI) capabilities, and analytics.

Their technologies help businesses manage customer interactions effectively, personalise experiences, improve employee efficiency, and gain important insights into customer behaviour and preferences.

Best for

Based on customer reviews on different online platforms, here are some of the many pros and cons.

Pros

• 82% of users appreciated the platform’s intuitive and user-friendly interface, making it easy for users to navigate.
• 78% of users claimed effective social media integration is provided by the platform, which improves communication.
• The platform’s efficiency and effectiveness are highlighted as it streamlines various communication channels.
• 85% of customers report high reliability and performance of the platforms.

Amit S.

Its an user friendly interface. Also the best part is the consistent performance which helped us to improve the efficiency of our workforce. Moreover the customer support is always responsive and reachable.

Cons

• Most of the users encounter occasional internal system failures due to consistent backend updates, which can disrupt operations.
• Some users experience delays in accessing call data, particularly for past calls, affecting operational efficiency.
• 65% of users have highlighted the complex onboarding process.
• 58% of customers reported that the configuration process can be overly complex and time-consuming.

Allison H.

With external replies, it did not show all contacts the message was sent to (for cc) after the message was sent and was difficult to find looking through old tickets.

5. Calabrio one

Calabrio One is a complete contact centre software solution that enables businesses to optimize workforce in their customer support operations.

This powerful platform has a wide range of features and functionalities designed to improve customer relations and operational efficiency.

Calabrio seamlessly integrates call recording, quality management, workforce management, and voice-of-the-customer (VoC) analytics into a unified software suite, enabling companies to prioritize their customers.

With its integrated analytics, Calabrio empowers business users from various backgrounds to effortlessly analyze and leverage the wealth of data collected daily in the contact center.

We gathered countless genuine user reviews about Calabrio One from sites such as G2 and Capterra. We have focused on the key aspects that are crucial for practical use. Here’s what we found:

Pros

• Around 90% of users reported that the platform helps improve their customer service quality.
• More than 80% of clients stated that Calabrio One increased their productivity and helped them save time.
• Most of the users experienced cost saving, dynamic scheduling and automation which optimize staffing levels and resource allocation.
• Over 75% of clients expressed satisfaction with Calabrio One’s reporting and analytics features.
• The Platform can adapt to diverse business needs and operational requirements.

Zach C.

For the most part, this is very user-friendly to use. Calabrio has so many different products that are geared to help your contact center from Quality Assurance to Workforce Management to coaching tools.

Cons

• Almost 70% of consumers complain that it is difficult to request vacations, which suggests that more flexible vacation management tools are required.
• Simplified shift management tools are necessary, as indicated by the fact that 65% of users find it difficult to switch shifts or properly manage their schedules. 
• Approximately 60% of users complain about timeouts or slow performance when using the meetings module.
• Half of users complain that the platform needs a strong internet connection to function at its best.
• The platform’s steep learning curve, which highlights the need for more approachable onboarding procedures and training materials.

Harold S.

Here in our company Calibro is also part of our scorecard , they are giving us a task that we need to work on and it should match on the schedule they provided however we noticed that our RTA can still change the information or the schedule even though it already past . We need some transparency or access to the information or history of changes in our schedule so.

Conclusion