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CallMiner Eureka from CallMiner
AI-powered conversation analytics platform built for insurance call centers. Includes automated call scoring, agent performance monitoring, compliance tracking, and customer sentiment analysis. Identifies improvement opportunities in claims processing, policy servicing, and sales conversations.
Product analysis by function
Call Recording and Quality Monitoring Systems for Customer Service
Solutions that record customer interactions, facilitate quality assessment, and identify training opportunities for service representatives.
More Call Recording and Quality Monitoring Systems
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Call Recording Capabilities
(13 Yes /13 Known /14 Possible features)
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Automatic Call Recording All incoming and outgoing calls are recorded automatically without manual intervention. |
CallMiner Eureka automatically records and analyzes calls as part of its core analytics offering. | |
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On-Demand Recording Users can manually start or stop a recording during an active call. |
On-demand/manual recording is a typical subfeature; CallMiner supports agent-initiated recordings for compliance. | |
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Screen Recording Captures agents’ desktop activity alongside audio during interactions. |
Screen recording is specifically mentioned as integrated with audio for compliance and training. | |
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Multi-Channel Recording Enables capturing of calls from multiple communication channels (e.g., phone, VoIP, chat, video). |
Multi-channel: CallMiner handles phone, VoIP, chat, video, and email. | |
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Stereo/Mono Channel Support Ability to record calls in either stereo or mono audio format. |
Supports both stereo and mono audio formats in call recording for analytic accuracy. | |
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Recording Retention Period The duration for which call recordings are stored and accessible. |
No information available | |
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Recording Search Functionality Advanced search options by date, agent, customer, keywords, or other metadata. |
Powerful search functionality by metadata (date, agent, customer, keyword) is a core analytics feature. | |
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Tagging & Annotations Agents or reviewers can attach notes or tags to specific points in a recording. |
Tagging and annotation supported for reviewers and supervisors within the platform. | |
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Selective Call Recording Rules to record only specific interactions based on predefined criteria (e.g., VIP clients, escalations). |
Selective recording rules supported for compliance and VIP handling. | |
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Live Monitoring Supervisors can listen to ongoing calls in real time. |
Live monitoring is included for supervisor quality and compliance. | |
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Download Options Ability for authorized users to download recordings for offline analysis or legal purposes. |
Users can download recordings for offline analysis, audits, or legal. | |
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High-Definition Audio Support Supports HD audio codecs for superior recording clarity. |
Supports high-definition audio codecs for clarity in analytics. | |
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Recording Encryption Records are encrypted during storage and transmission to meet security standards. |
Recording encryption is mandatory for compliance (PCI, GDPR) and is documented. | |
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Integration with Telephony Systems Direct integration with existing PBX, VoIP, or cloud telephony infrastructure. |
Integrates with existing PBX/VoIP/cloud; CallMiner lists broad telephony integration. |
Quality Monitoring & Assessment Tools
(15 Yes /15 Known /15 Possible features)
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Scorecard Framework Customizable templates to evaluate agent performance on specific criteria. |
Scorecard framework for agent assessment/evaluation configurable by client. | |
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Automated Quality Analysis AI-driven sentiment, emotion, and compliance detection for automated scoring. |
AI-based automated quality analysis (sentiment, emotion, compliance) is a flagship feature. | |
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Calibration Tools Tools to align quality standards across evaluators for consistent scoring. |
Quality calibration tools are part of evaluator tools for outcome alignment. | |
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Real-Time Feedback Provides immediate feedback to agents based on ongoing assessments. |
Real-time feedback is provided to agents via live dashboards and alerts. | |
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Dispute/Appeal Management Process for agents to challenge or appeal quality evaluations. |
System supports dispute/appeal management for reviewed/assessed calls. | |
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Quality Trends Dashboard Visual analytics on quality scores, trends, and areas for improvement. |
Quality trends dashboard and analytics is a prominent offering. | |
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Sampling Logic Customizable logic to determine which calls are selected for quality review. |
'Sampling logic' available to select calls by rules for quality review. | |
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Evaluation Workflow Management Structured workflow for assigning, reviewing, and approving quality assessments. |
Structured evaluation workflow management for supervisors and QA roles. | |
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Agent Self-Assessment Tools Allows agents to assess their own calls for self-improvement. |
Agent self-assessment tools are available to promote self-improvement. | |
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Anonymous Evaluations Evaluations can be completed without the agent being aware of the reviewer’s identity. |
Anonymous evaluations are supported in the platform. | |
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Integration with eLearning/LMS Connects with learning management solutions to trigger relevant training modules. |
Integrates with eLearning/LMS platforms for triggered learning modules. | |
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Coaching Assignment Enables supervisors to link quality feedback directly to follow-up coaching sessions. |
Coaching assignments are included for linking QA outcomes to training. | |
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Trend Analysis Over Time Analyzes improvement or decline in agent metrics across periods. |
Trend analysis over time is a native analytics dashboard feature. | |
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Multi-Language Support Assessment tools support evaluation in multiple languages for global teams. |
Multi-language support for global teams is mentioned in product collateral. | |
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Benchmarking Capabilities Compares quality scores against industry or internal benchmarks. |
Benchmarking against industry/peer benchmarks available in analytics. |
Compliance & Data Protection
(13 Yes /13 Known /13 Possible features)
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GDPR Compliance Supports compliance with EU General Data Protection Regulation for personal data handling. |
Supports GDPR compliance—explicit in documentation and privacy policies. | |
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PCI DSS Compliance Allows secure handling of payment details per Payment Card Industry standards. |
PCI DSS compliance is supported for call recordings to handle payment data. | |
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HIPAA Compliance Enables secure management of health information in line with US regulations. |
HIPAA compliance for health information is available for US customers. | |
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Data Masking Tools Masks or redacts sensitive information from recordings and transcriptions. |
Data masking/redaction tools are part of compliance suite. | |
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Audit Log Detailed log and history of access or changes to recorded data. |
Detailed audit log of all recording access and changes for regulatory audit. | |
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Consent Management Captures and manages explicit customer consent for recording. |
System manages and tracks customer consent to recording and usage. | |
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Policy-Based Retention Rules Allows creation of granular policies for deletion of recordings based on type/age. |
Policy-based retention/deletion rules highly customizable for compliance. | |
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Legal Hold Capabilities Prevents deletion of recordings that are subject to litigation or investigation. |
Legal hold is supported; litigation or investigation flagged recordings are not auto-deleted. | |
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User Access Controls Role-based permissions for system and recording access. |
Granular user access controls and permissions are core features. | |
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Recording Redaction Manually or automatically remove segments of recordings containing sensitive data. |
Manual/automatic recording redaction is a feature used during compliance review. | |
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Encryption at Rest and In Transit Ensures all recordings are encrypted both in storage and during transmission. |
All recordings are encrypted at rest and in transit as required by regulation. | |
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Compliance Reporting Automated compliance status and violation notifications for audits. |
Compliance reporting (audit, notifications) supported with automated status updates. | |
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Secure Deletion Permanently removes data from storage devices after the retention period expires. |
Secure deletion of expired recordings after retention period is enforced. |
Integration & Interoperability
(9 Yes /9 Known /9 Possible features)
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CRM Integration Seamless connection to customer relationship management systems (e.g., Salesforce, MS Dynamics). |
Integrates seamlessly with CRM systems (Salesforce and others). | |
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Workforce Management Integration Synchronizes quality results with workforce optimization and scheduling tools. |
Integration with workforce management systems is shown in case studies/documentation. | |
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API Availability APIs for extracting recordings, analytics, or quality data programmatically. |
Provides robust APIs for data extraction, analytics, integrations. | |
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Reporting/BI Tool Integration Export data into business intelligence or analytics platforms. |
Reporting/BI tool integration is natively offered for downstream analytics. | |
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Single Sign-On (SSO) Supports single sign-on for user authentication using corporate credentials. |
Single sign-on (SSO) supported using SAML/OAuth with corporate credentials. | |
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Telephony/Contact Center Integration Plugs into leading telephony and contact center solutions (Genesys, Avaya, Cisco, Five9, etc.). |
Telephony integration with major cloud and on-premise platforms built-in. | |
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Cloud Platform Compatibility Works with preferred cloud services (e.g., AWS, Azure, Google Cloud Platform). |
Supports major cloud platforms (AWS, Azure, GCP); client choice. | |
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Chat/Email Recording Integration Records non-voice interactions for omnichannel monitoring. |
Records and analyzes non-voice channels like chat and email. | |
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Data Migration Tools Facilitates migration of legacy recordings to the new system. |
Data migration tools facilitate import of legacy call recordings and analytics data. |
Reporting & Analytics
(10 Yes /10 Known /10 Possible features)
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Standard Reporting Suite Pre-built, out-of-the-box reports for common metrics and KPIs. |
Includes standard reporting suite for call center KPIs and performance metrics. | |
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Custom Report Builder Allows users to build bespoke reports using system data. |
Custom report builder for custom analytic needs is available to users. | |
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Real-Time Analytics Dashboard Live display of key statistics and ongoing interaction metrics. |
Real-time analytics dashboard is highlighted in CallMiner Eureka product descriptions. | |
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Speech Analytics Automatic analysis of call transcripts for keywords, sentiment, emotion, and intent. |
Speech analytics (keywords, sentiment, emotion) is a core capability. | |
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Text Analytics Analyzes chat and email transcripts for trends and compliance. |
Text analytics (chat/email) is included for omni-channel monitoring. | |
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Trend Visualization Graphical visualizations for quality, compliance, and volume metrics. |
Trend visualization and graphical dashboards are part of the platform. | |
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Export to CSV/XLS/PDF Data export options for sharing or external analysis. |
Export of data to CSV, XLS, PDF is available in reporting menus. | |
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Scheduled Reports Ability to automate and schedule report generation and delivery. |
Scheduled automated reports possible; part of advanced reporting. | |
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Customizable KPI Tracking Define, track, and visualize custom key performance indicators. |
Custom KPIs can be defined and tracked for any business-centric need. | |
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Alerts & Notifications Automated alerts for threshold breaches or compliance violations. |
Alerts/notifications are triggered for quality, compliance, or threshold events. |
User Management & Accessibility
(8 Yes /8 Known /8 Possible features)
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Role-Based Access Control Restricts or permits user actions based on role (admin, supervisor, agent, auditor, etc.). |
Role-based access control fundamental for security and compliance. | |
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Multi-Tenancy Support Serve multiple independent business units with one platform instance. |
Multi-tenancy is supported for organizations serving distinct operating units under one account. | |
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Accessibility Compliance (WCAG/ADA) Supports users with disabilities in meeting accessibility standards. |
Accessibility compliance (WCAG/ADA) is listed in documentation. | |
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Self-Service Portal Enables users to manage their own settings, searches, and downloads. |
Self-service portal allows profile management, report access, and user-level analytic features. | |
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Audit Trails Tracks user access and actions throughout the application. |
Audit trails track user actions throughout the application for security and compliance. | |
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Multi-Language UI Interface is available in multiple languages for global teams. |
UI/localization available in multiple languages for global deployment. | |
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Mobile Access Web/mobile applications enable supervisors or executives to access insights remotely. |
CallMiner provides dedicated mobile and web-access for supervisors/executives. | |
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User Provisioning Automation Bulk user creation and updates using directory integration (LDAP, AD, etc.). |
Bulk user provisioning via directory integration (AD/LDAP) is available. |
Scalability & Performance
(3 Yes /3 Known /7 Possible features)
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Concurrent Users Supported Maximum simultaneous user connections supported. |
No information available | |
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Recording Storage Capacity Total volume of audio/video recordings system can retain. |
No information available | |
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Average Search Speed Time taken to retrieve recordings with standard search criteria. |
No information available | |
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High Availability (HA) Architecture Redundancy and failover features for continuous operation. |
High availability architecture (redundancy, failover) is part of cloud/enterprise SLA. | |
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Load Balancing Support Balances workload across system resources for peak traffic. |
Load balancing across resources (cloud or hybrid) is described in performance documentation. | |
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Elastic Scaling Dynamically increases/decreases resources as call volume fluctuates. |
Elastic scaling up/down for site call volume is a public cloud feature. | |
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Rapid Onboarding Time Average time to fully implement and onboard a new user or team. |
No information available |
Training & Coaching Facilitation
(7 Yes /7 Known /7 Possible features)
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Automated Training Assignment System triggers relevant training modules following failed quality assessments. |
Automated training assignment post-quality failures enabled via LMS integration. | |
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Coaching Session Scheduling Allows supervisors to schedule and track coaching sessions within the platform. |
Coaching session scheduling and tracking is built into agent performance workflows. | |
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Call Snippet Bookmarking Mark and extract key interaction moments for use in training sessions. |
Call snippet bookmarking for coaching/training is supported. | |
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Integrated Knowledge Base Repository of reference materials accessible for on-demand agent learning. |
Integrated knowledge base available for agent/supervisor reference and training. | |
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Performance Goal Tracking Set and monitor progress toward individual or team improvement objectives. |
Performance goal tracking is part of agent and supervisor dashboards. | |
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Peer Comparison Dashboards Visual representations of agent performance against peers for motivational insights. |
Peer comparison dashboards are included as motivational tools. | |
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Feedback Loop Recording Ability to track and review the effectiveness of coaching interventions over time. |
Feedback loop recording enables review of coaching effectiveness. |
Deployment & Hosting Options
(6 Yes /7 Known /7 Possible features)
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On-Premise Deployment Available as locally installed software within the corporate network. |
Not as far as we are aware.* On-prem deployment is not a primary offering; platform is predominantly cloud/SaaS. | |
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Public Cloud Hosting Offered as a managed service in public cloud environments. |
Public cloud/SaaS is the platform's standard deployment model. | |
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Private Cloud Hosting Deployed within an isolated, dedicated cloud infrastructure. |
Private cloud hosting/SOC2 compliant dedicated instances available upon request. | |
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Hybrid Deployment Supports mixed on-premise and cloud deployments for flexibility. |
Hybrid deployment (legacy on-prem/cloud mix) is documented in technical datasheets. | |
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Disaster Recovery Options Automated backups and failover in case of data center outages. |
Disaster recovery and automated failover documented for enterprise cloud customers. | |
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Regional Data Residency Ability to specify the geographic location of recorded data. |
Regional data residency controls enable compliance with local laws (EU, US, etc.). | |
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Multi-Region Redundancy Data and services replicated across geographic regions for resilience. |
Multi-region redundancy (data replicated cross-region) is included for high availability. |
Usability & Interface
(7 Yes /7 Known /7 Possible features)
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Modern Web-Based UI Interface designed for ease of use, clarity, and fast workflow. |
Modern web-based user interface for both agent and supervisor roles. | |
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Customizable Dashboards Users and managers can tailor dashboard layouts and views. |
Customizable dashboards by user, supervisor, or QA role. | |
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Guided Workflows Step-by-step processes for common tasks such as evaluations or call reviews. |
Guided workflows for evaluation, coaching, and call review are implemented. | |
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Bulk Actions & Shortcuts Enables batch processing for repetitive administrator and reviewer tasks. |
Bulk actions/shortcuts for batch call evaluation, reporting, and user provisioning. | |
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Contextual Help & Tooltips Inline help resources directly available during navigation. |
Contextual help and tooltips included within UI for user support. | |
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Agent & Supervisor Modes UI customizes features based on user role for simplicity. |
Agent/Supervisor UI modes toggle functionality and visibility. | |
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Instant Search Bar Search for calls, agents, or feedback instantly from any screen. |
Instant search bar for calls, agents, and metadata; indexed for speed. |
Support & Vendor Services
(7 Yes /7 Known /7 Possible features)
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24x7 Support Availability Customer support accessible around the clock. |
24x7 global support is available per SLAs for enterprise clients. | |
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Dedicated Account Manager Single point of contact for all account-related needs. |
Dedicated account manager assigned to large enterprise customers. | |
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Vendor-Led Training Programs Formal onboarding and refresher courses delivered by vendor. |
Vendor offers regular formal training sessions and onboarding programs. | |
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User Community & Knowledge Forums Access to peer community and collective learning resources. |
Vendor-led community and customer knowledge forums online. | |
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Service Level Agreements (SLAs) Documented uptime, response, and resolution targets. |
Standard service-level agreements for uptime, support, and response. | |
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Regular Feature Updates Continuous delivery of new capabilities and improvements. |
Regularly releases new features/updates as part of SaaS model. | |
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Professional Services Offering Access to consulting on system adoption, integration, and best practices. |
Professional services offering includes consulting, integration, and best practice training. |
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