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Head-to-head · Contact Center Analytics Software

CallMiner Eureka vs Genesys Cloud Quality Management

  • Updated Oct 2026
  • Both researched from official sources
  • 6 checks side by side
Higher score CallMiner Eureka #1 in Contact Center Analytics Software 9.4/10 Pricing on request ✓ 4 of 5 features Visit CallMiner
Genesys Cloud Quality Management #3 in Contact Center Analytics Software 9.1/10 Paid ✓ 5 of 5 features Visit Genesys

CallMiner Eureka leads on 0 checks, Genesys Cloud Quality Management on 0, and 6 are even. Who comes out ahead on the 6 yes/no, price and count checks where we have data for both products. The editor score weighs everything else too.

Our verdict

  • Highest scoreCallMiner Eureka · 9.4/10
  • Most featuresGenesys Cloud Quality Management · 5 of 5

CallMiner Eureka scores higher on our rubric for contact center analytics software: 9.4 against 9.1 out of 10; our editors rank them #1 and #3.

CallMiner Eureka is the better fit for large teams needing broad interaction analytics. Genesys Cloud Quality Management is the better fit for genesys-centered contact centers.

  • CallMiner Eureka fits best

    Large teams needing broad interaction analytics

  • Genesys Cloud Quality Management fits best

    Genesys-centered contact centers

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Side by side

Feature CallMiner Eureka 9.4/10 Visit ↗ Genesys Cloud Quality Management 9.1/10 Visit ↗
At a glance
Editor score 9.4 9.1
Ranking #1 in Contact Center Analytics Software #3 in Contact Center Analytics Software
Best for Large teams needing broad interaction analytics Genesys-centered contact centers
Pricing model Paid Paid
Starting price Pricing on request $75/user/mo
Free plan Not checked yet —
Free trial — —
Deployment Cloud, Self-hosted Cloud
Support Email, Phone, Community Phone, Tickets, Community, Docs
Compliance SOC 2, ISO 27001, PCI DSS SOC 2, GDPR, HIPAA, SSO/SAML, 2FA
Integrations 11 integrations 5 integrations
Built for Enterprise Small business, Mid-market, Enterprise
Features CallMiner Eureka 4/5 · Genesys Cloud Quality Management 5/5
Real-time monitoring ✓ ✓
Speech analytics ✓ ✓
Sentiment analysis ✓ ✓
Quality scorecards ✓ ✓
Service-level reporting Not checked yet ✓ (best)
Specs
Data retention Not checked yet Not checked yet
Our review
Pros
  • Analyzes calls, chats, email, SMS, surveys, and social interactions
  • Combines transcription, sentiment, scoring, guidance, and journey analysis
  • Connects with 11 contact-center, CRM, cloud, and service platforms
  • Real-time monitoring, coaching and whispering for supervisors
  • AI-assisted quality scoring with speech and text analytics
  • Recording, sentiment analysis, alerts and performance reporting
Cons
  • Pricing is handled through contact sales rather than self-serve plans
  • Its wide feature set may exceed the needs of narrowly focused teams
  • Deployment requires choosing between cloud and on-premises options
  • Quality Management is an add-on for the CX1 plan
  • Annual pricing starts at $75 per user per month
  • The broad platform may exceed narrow quality-management needs
Our verdict

CallMiner Eureka is an enterprise conversation-intelligence platform for contact centers and customer-experience teams. It captures and analyzes voice and digital interactions, including calls, chats, email, SMS, surveys, and social…

Read the review →

Genesys Cloud Quality Management is a contact-center quality and conversation analytics capability for supervisors, quality teams and enterprise customer-service operations. It supports live monitoring of calls and chats, voice and digital…

Read the review →
  1. CallMiner EurekaContact Center Analytics Software 9.4Pricing on request
  2. Genesys Cloud Quality ManagementContact Center Analytics Software 9.1Paid

Strengths and trade-offs

  • CallMiner Eureka — where it wins

    • Analyzes calls, chats, email, SMS, surveys, and social interactions
    • Combines transcription, sentiment, scoring, guidance, and journey analysis
    • Connects with 11 contact-center, CRM, cloud, and service platforms

    Where it doesn't

    • Pricing is handled through contact sales rather than self-serve plans
    • Its wide feature set may exceed the needs of narrowly focused teams
    • Deployment requires choosing between cloud and on-premises options

  • Genesys Cloud Quality Management — where it wins

    • Real-time monitoring, coaching and whispering for supervisors
    • AI-assisted quality scoring with speech and text analytics
    • Recording, sentiment analysis, alerts and performance reporting

    Where it doesn't

    • Quality Management is an add-on for the CX1 plan
    • Annual pricing starts at $75 per user per month
    • The broad platform may exceed narrow quality-management needs
  • CallMiner Eureka9.4/10 · Pricing on request

    A wide-ranging analytics platform for teams analyzing voice and digital interactions at scale.

    Visit CallMinerFull verdict →
  • Genesys Cloud Quality Management9.1/10 · Paid

    A Genesys-centered suite for real-time monitoring, quality scoring and conversation analytics.

    Visit GenesysFull verdict →

More comparisons

All contact center analytics software comparisons → · Full ranking →

Reviewed by iTechGuides Editors · Editorial team · Updated Oct 2026

Last updated · How we research and update