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 and analytics solutions.

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

Features	CallMiner	Enthu.AI	Nice	Observe.AI	Genesys	Calabrio
Speaker Separation	✅	✅	✅	✅	❌	❌
Sentiment Analysis	✅	✅	✅	✅	✅	✅
Monologue/Dead air Detection	✅	✅	❌	✅	✅	✅
Agent Scorecards	✅	✅	✅	✅	✅	✅
Auto redaction across 15+ parameters	❌	✅	❌	❌	❌	❌
Soc 2 Compliance	✅	✅	✅	✅	✅	✅
Auto Language Detection	❌	✅	❌	✅	✅	❌
Auto fail alerts	❌	✅	❌	❌	❌	❌
Multiple roles definition	✅	✅	✅	❌	✅	✅
Different call summary formats	❌	✅	❌	❌	❌	❌
Unlimited keywords	❌	✅	❌	❌	❌	❌
Pricing	$$$	$$	Custom	Custom	$$	$$$

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 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.

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 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 sales, support, and success functions, enabling them to extract meaningful and actionable insights from every single interaction.

Pros:

• Affordable: Its maintenance and subscription fees are reasonable.
• Call transcripts: It generates fast and extremely precise transcriptions.
• Customer assistance: Enthu.AI offers responsive and helpful customer support to address problems quickly.

Cons:

• User interface: The design of the UI/UX could be enhanced.
• Learning curve: New users might face some challenges.

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.

Pros:

• User interface: The user interface is instinctive and user friendly.
• Critical analysis: It provides detailed reports and analysis for customer engagement.
• Integration: It integrates with other software easily.

Cons:

• Updates: Sometimes the new software updates are inconsistent and difficult to configure.
• Customer support: Customer care management is not satisfactory.
• Glitches: Sometimes it freezes and takes a few minutes to reconnect.

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.

Pros:

• Efficiency: It uses strong AI/ML for effective evaluation and analysis.
• User interface: It has an optimal and user friendly interface.
• Cloud based: It provides cloud-based storage for keeping valuable business data.

Cons:

• Customer support: Customer assistance is terrible. Lengthy response time to resolve customer issues.
• Lack of AI tools: It lacks automatic features such as virtual assistants.
• Pricing: It can be more costly than other software in the market.

Conclusion