CallMiner

Enterprise conversation intelligence platform that captures, transcribes, and scores 100% of customer interactions for automated QA and coaching.

About CallMiner

CallMiner is a premier conversation intelligence and customer experience (CX) automation platform. It is engineered for large-scale contact centers to replace manual, sample-based Quality Assurance (QA) with comprehensive, AI-driven analysis. By capturing and analyzing 100% of customer interactions across voice, chat, and email, it provides organizations with an unvarnished view of agent performance and customer sentiment.

The platform utilizes generative AI to not only score calls but to fuel targeted coaching plans and deploy autonomous agents for proven, safe interactions. Instead of relying on a tiny fraction of sampled calls, management teams can rely on CallMiner to enforce compliance, track script adherence, and identify operational bottlenecks across the entire support volume.

Key Features

Omni-Channel Analysis (Eureka): Automatically transcribes and scores 100% of interactions without manual sampling.
RealTime Guidance: Surfaces live, contextual guidance and next-best actions to agents during active calls.
Coach: Generates personalized, AI-informed coaching plans tailored to individual agent performance gaps.
OmniAgent: Generative AI virtual agents designed to automate safely learned customer interactions.
Redact: Automatically detects and removes sensitive customer data (PCI, PII) from transcripts and audio recordings.

Pricing

Enterprise Pricing: CallMiner does not publish public pricing tiers. Contracts are typically based on total user count and overall interaction volume.
Estimated Annual Contract: Third-party market data from Vendr indicates the average mid-market to enterprise contract is approximately $102,000 annually.
Estimated Savings: Enterprise buyers report negotiating up to 15% off list prices with multi-year commitments.

Use Cases

Large-scale contact centers (60+ agents)
Automated Quality Assurance
Compliance monitoring and redaction
Voice of the Customer (VoC) analysis

Pros & Cons

Pros:

Eliminates blind spots by evaluating 100% of omni-channel interactions instead of a 1% QA sample.
Advanced generative AI capabilities are bundled into the core platform rather than sold as separate line items.
Highly robust redaction capabilities for stringent compliance and security requirements.

Cons:

Enterprise-only pricing makes it cost-prohibitive for smaller support teams.
Requires significant initial configuration and scorecard calibration to achieve maximum accuracy.

Integrations

Salesforce, Zendesk, Genesys, Cisco, Avaya, Amazon Connect, Five9

FAQ

What is CallMiner Eureka?

CallMiner Eureka is the platform's core analytics engine. It ingests, transcribes, and applies semantic scoring to 100% of customer interactions across voice, chat, and email to automate QA and extract insights.

Does CallMiner offer real-time agent assist?

Yes, the RealTime module intercepts live audio streams to provide live, contextual guidance and compliance alerts directly to the agent's screen during a call.

How much does CallMiner cost?

CallMiner uses custom enterprise pricing based on interaction volume and user count. Third-party estimates put the average annual enterprise contract around $102,000.

Does it redact sensitive data?

Yes, CallMiner includes robust automatic redaction capabilities that detect and remove sensitive customer data, such as PCI and PII, from both transcripts and audio recordings.

What is CallMiner OmniAgent?

OmniAgent is CallMiner's generative AI module that allows organizations to deploy virtual agents designed to safely automate routine interactions based on successful historical data.

Categories:

Contact Center Analytics Software Customer Experience Software