CallMiner Record Reviews

“Simple and practical”

Pros

From my perspective the software is very affordable and easy to use.

Cons

Nothing to mention, I did not find any significant drawbacks to this product.

“Feature-packed and promising”

Pros

After trying it out, it comes across as a great product with plenty of useful features.

Cons

I do think the help documentation could be improved.

“helpful performance insights”

Pros

What really helps is being able to see every part of your performance in one place. It shows clearly where you're falling behind and where you're doing really well so you know exactly what needs improvement and what you're already excelling at. Being able to go back and listen to previous phone calls is also useful because you can review for yourself how you handled them.

Cons

No real problems with the program although it does take some time to learn at first. Once you spend a little time exploring it and trying things out, it starts to make sense.

“Detailed transcripts and reports”

Pros

Biggest strengths of this tool is its extensive dictionary and the flexibility it gives us in generating the transcripts we need. That has made it really useful for building strong, detailed reporting for our business.

Cons

A recurring issue for us has been the speaker separation in version 10. It seems to get thrown off by third-party voices and even hold music. The music itself is not a major problem but since most of our calls involve a transfer, the transcript ends up getting distorted pretty often.

“powerful search and reporting”

Pros

One thing I really enjoy is how comprehensive this tool is. It considers a wide range of attributes and metadata which gives users a lot to work with when building searches and reports. You can look up just about anything you want or need and our business really values the amount of information we're able to pull from it.

Cons

My only real criticism is that it takes some effort to learn. An average user would likely struggle to jump right in and start creating searches without help. To really get the most out of the tool, it helps to have both a creative mindset and strong analytical thinking.