CallMiner
CallMiner provides AI-powered conversation intelligence and CX automation software through its Eureka platform, analyzing omnichannel customer interactions for enterprise contact centers across healthcare, financial services, insurance, telecom, retail, BPO, and energy/utilities.
- Company typePrivate
- Founded2002
- HeadquartersWaltham, United States
- Headcount251–500
- GTM typeB2B
- OfferingSoftware
What CallMiner does
CallMiner is a Waltham, Massachusetts-based software company that provides the Eureka platform, an AI-powered conversation intelligence and customer experience (CX) automation suite for enterprise contact centers. The platform is organized into four functional layers: Capture (Record, Screen Record, Redact) for omnichannel audio and screen capture; Intelligence (Analyze, Visualize) for transcription, topic and sentiment scoring, and analytics; Augmentation (Coach, RealTime) for in-call guidance, agent coaching, and performance management; and Automation (Outreach, OmniAgent, LiveTranslate) for autonomous conversational workflows and virtual agents. Underlying capabilities span natural language processing, generative AI, agentic AI, speech analytics, and predictive scoring applied across 230+ topics and 50+ out-of-the-box score models, with the proprietary Open Voice Transcription Standard (OVTS) as the integration backbone.
The company serves large enterprises across healthcare, financial services, insurance, telecommunications, retail, business process outsourcing (BPO), energy and utilities, and travel and hospitality. Named customers include SiriusXM, Dell, Walmart, AbbVie, PennyMac, British Gas, Mint Mobile, DirecTV, Santander, DexCom, UPMC Health Plan, CarMax, Sonos, Porsche, Mazda, Teleperformance, and Alorica, among others. The platform supports over 100,000 simultaneous interactions and is deployed globally, including across EMEA through customers such as Anglian Water and Vanquis.
CallMiner monetizes primarily through enterprise SaaS subscriptions priced at more than $100,000 in annual contract value, supplemented by professional services and partner-led delivery. Multi-year contracts are typical. Go-to-market combines direct enterprise sales with a BPO and channel partner network (including partnerships with Etech Global Services and PossibleNOW), and a Customer Connect user community. The company has raised a $75 million growth equity round from Goldman Sachs (2019) along with subsequent exempt offerings totaling approximately $37.5 million between 2022 and 2025, and has completed two acquisitions (OrecX in 2021, VOCALLS in 2025) to deepen audio capture and conversational automation capabilities. Headcount is reported in the 251-500 range.
CallMiner firmographics
Firmographics- Name
- CallMiner
- Legal name
- CallMiner, Inc.
- Website
- https://callminer.com
- Company type
- Private
- Founded year
- 2002
- Operating status
- Operating
- Headcount range
- 251–500 employees
- Short description
- CallMiner provides AI-powered conversation intelligence and CX automation software through its Eureka platform, analyzing omnichannel customer interactions for enterprise contact centers across healthcare, financial services, insurance, telecom, retail, BPO, and energy/utilities.
- Ownership category
- akta.pro rank
CallMiner industry classification
Industry- Product category
- Conversation Intelligence Software
- NAICS
- Custom Computer Programming Services (541511), Computer Systems Design and Related Services (54151), Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services (5182)
- SIC
- Services-Computer Programming Services (7371), Services-Prepackaged Software (7372), Services-Computer Programming, Data Processing, Etc. (7370)
- akta.pro primary industry
- Contact Center Speech AI (agent assist, IVR automation) (HDAAAFAL)
- akta.pro secondary industries
- Conversational NLP & Dialogue Management (chatbots, agents) (HDAAADAF), Contact Center Operations & Tools (ACD/IVR/CRM/WFM) (EDABACAA)
Keywords
Where CallMiner is headquartered
LocationHeadquarters
- HQ city
- Waltham
- HQ country
- United States
- HQ region
- North America
Offices2 records
Markets served
CallMiner business model
Business model- GTM type
- B2B
- Offering type
- Software
- Cost components
- Personnel, Technology or R&D, Marketing or Sales, Operations, Infrastructure
Revenue model
- Enterprise SaaS Subscription (CallMiner Eureka Platform): Primary revenue stream derived from recurring subscriptions to the CallMiner Eureka platform, including Capture (Record, Screen Record, Redact), Intelligence (Analyze, Visualize), Augmentation (Coach, RealTime), and Automation (Outreach, OmniAgent, LiveTranslate) modules. Custom enterprise contracts; one third-party source notes CallMiner custom enterprise quotes can exceed $100,000 annually.
- Professional Services: Revenue from CallMiner's customer success and professional services organization, including implementation, data science services, customized training, and ongoing optimization. Positioned to drive 90-day time-to-value and expand use cases beyond the contact center.
- API / OVTS and Connector Licensing: Revenue contribution from open API access, the Open Voice Transcription Standard (OVTS), and pre-built Connectors that allow customers to integrate CallMiner with third-party CRMs, BI tools, CCaaS platforms, and data lakes.
Pricing tiers
| Model | Billing | Price |
|---|---|---|
| Subscription | Multi-year contract | Custom enterprise quote for the CallMiner Eureka platform bundle (Capture, Intelligence, Augmentation, Automation modules) |
| Other | Annual | Custom enterprise quote tier reported by third-party observers to exceed $100,000 annually |
Go-to-market motion4 records
Distribution channels6 records
Marketing channels10 records
CallMiner product offering
Product offeringCore offering
CallMiner develops and sells the CallMiner Eureka Platform, an AI-powered conversation intelligence and CX automation suite that captures, transcribes, analyzes, scores, and acts on 100% of omnichannel customer interactions (voice, chat, SMS, email, social, screen). The platform combines Capture (Record, Screen Record, Redact), Intelligence (Analyze, Visualize), Augmentation (Coach, RealTime), and Automation (Outreach, OmniAgent, LiveTranslate) modules on a single data model with an agentic AI layer ("AI Assist").
Product overview
CallMiner offers a single unified conversation intelligence platform, CallMiner Eureka, augmented by an Advanced AI capability layer and organized into four product families: Capture (Record, Screen Record, Redact), Intelligence (Analyze, Visualize), Augmentation (Coach, RealTime), and Automation (Outreach, OmniAgent, LiveTranslate). The Eureka platform is the core product that ingests omnichannel customer interactions and orchestrates the modules, while Advanced AI extends the platform with enhanced ML and generative AI features; the captured and analyzed data is operationalized through Augmentation and Automation modules that act on agents and customers in real time.
Differentiator
Problem solved
Functional benefit
Brands
- CallMiner Eureka Platform: End-to-end CX automation platform combining AI-powered conversation intelligence with advanced automation and agent augmentation.
- CallMiner RealTime
- CallMiner OmniAgent
- CallMiner LiveTranslate
- CallMiner Outreach
Products and services
- CallMiner Eureka Platform End-to-end AI-powered conversation intelligence and CX automation platform that captures, analyzes, scores, and acts on 100% of omnichannel customer interactions; sold to enterprise and mid-market contact center operators.
- Advanced AI Add-on AI capability layer for the Eureka platform delivering enhanced machine learning, custom classifiers, and generative AI features for the Analyze and Automation modules.
- Record Captures high-fidelity, dual-channel audio (e.g., Opus codec) from phone and voice channels for storage, analysis, and downstream transcription within the Eureka Capture product group; supports cloud, on-premise, and hybrid deployments.
- Screen Record Captures agent desktop screen activity alongside audio so interactions can be replayed and reviewed in full context for QA and coaching, leveraging OrecX technology.
- Redact Automatically redacts sensitive data (PCI, PII, PHI) from transcripts and audio recordings to support HIPAA, PCI DSS, and other PII security standards.
- Analyze Applies natural language processing, sentiment analysis, topic categorization, and advanced classifiers to transcribed conversations to surface trends, drivers, and customer experience insights across 100% of interactions.
- Visualize Dashboarding and analytics layer powered by Tableau that turns Analyze outputs into role-based dashboards, KPIs, and reports for business stakeholders.
- Coach Surfaces targeted coaching moments and performance feedback to agents and supervisors by combining QA scoring data with interaction analytics, with bi-directional coaching workflows.
- RealTime Delivers in-call next-best-action guidance, supervisor assistance, and agentic AI recommendations to live agents during customer interactions; supports 100,000+ simultaneous multichannel interactions.
- Outreach Automates outbound customer engagement with AI-driven personalization, sequencing, and follow-up triggered by conversation analytics signals.
- OmniAgent Voice-optimized AI virtual agent / conversational IVR / voicebot that automates omnichannel inbound and outbound customer interactions with intent/context understanding, built on the VOCALLS platform acquired in June 2025.
- LiveTranslate Provides real-time AI-powered multilingual translation of live conversations so global contact centers can support multilingual interactions and automated workflows, with custom grammar and dictionaries.
- Integrations (Open API, OVTS and Connectors) Platform-wide capability delivering pre-built Connectors and an open developer API that connect the Eureka platform to CRM, BI tools, data lakes, and other enterprise data repositories, plus the Open Voice Transcription Standard (OVTS).
Quantifiable outcome
- 78% reduction in average handling time (from 420 to 90 seconds) at Estafeta using CallMiner OmniAgent
- +8 more outcomes
Companies that use CallMiner
Customer profileNamed customers52 records
Segments11 records
Ideal customer profiles4 records
CallMiner technology and API
TechnologyTechnology focussed Yes
API detail
- Has API
- Yes
- API docs
- API detail
Core technology
AI maturity
App detail
Integration1 record
AI capability14 records
Feature11 records
CallMiner partnerships and signals
Strategic signalPartnerships
Two partnerships are on record, tiered flagship and core.
- PossibleNOWflagshipPossibleNOW and CallMiner announced a strategic partnership to embed compliance guardrails directly into automated customer interactions, combining CallMiner's CX automation platform with PossibleNOW's DNCSolution for regulatory compliance. The combined solution helps organizations scale automation while preventing regulatory violations, reducing contact over-suppression, and removing the manual burden of compliance management.
- Etech Global ServicescoreEtech Global Services and CallMiner announced a partnership to incorporate advanced analytics, AI-driven automation, and professional services into Etech's contact center platform. The collaboration targets improved customer experience, agent performance, and operational efficiency, with future plans for virtual AI assistant offerings to scale automation initiatives.
Scale indicators17 records
Recent moves6 records
Expansion highlights6 records
CallMiner competitors and assessment
Company assessmentEmerging players
- Cresta: Cresta is an emerging AI player focused on real-time agent assistance and generative AI for contact centers, with a narrower scope than CallMiner's full Eureka stack but a strong overlap on the RealTime guidance experience.
- ASAPP: ASAPP applies generative AI to contact center automation and agent productivity, with a similar enterprise focus to CallMiner and overlapping capabilities in real-time guidance, summarization, and virtual agent automation.
- Teneo.ai: Teneo.ai (formerly Artificial Solutions) is a conversational AI platform for enterprise voice and chat automation, overlapping with CallMiner's OmniAgent virtual-agent and LiveTranslate capabilities, though with a narrower analytics footprint.
Broad incumbents
- Verint Systems: Verint offers workforce engagement, quality monitoring, and speech analytics within a broader customer engagement portfolio, directly overlapping with CallMiner's Coach, RealTime, and Analyze modules.
- Five9: Five9 is a leading CCaaS provider increasingly embedding AI and analytics natively, competing with CallMiner on transcription, summarization, and agent-assist features delivered alongside its core cloud contact center.
- Medallia: Medallia is an enterprise experience management vendor that ingests omnichannel customer signals (including contact center interactions) and competes with CallMiner in the customer-insights and CX analytics layer.
- Genesys: Genesys is a major CCaaS incumbent embedding AI-driven conversation analytics, agent assist, and journey orchestration into its platform, competing with CallMiner as both a partner and a substitute for best-of-breed overlays.
- NICE Ltd. NICE is a broad CX/contact center incumbent whose Nexidia speech analytics and CXone Mpower platform compete head-on with CallMiner across transcription, quality, and real-time guidance, often as part of a larger CCaaS bundle.
- Qualtrics: Qualtrics is a broader experience management platform that ingests customer feedback (including call transcripts via integrations) and competes in CX analytics; it is broader than CallMiner but overlaps in turning customer interactions into CX insight.
Direct peers
- Observe.AI: Observe.AI is a direct competitor offering AI-powered conversation intelligence and agent-assist for contact centers, targeting the same enterprise buyers with overlapping speech analytics, quality management, and coaching use cases.
Market position
Strengths5 records
Weaknesses5 records
Competitive moat5 records
Key risks7 records
Key highlights7 records
Customer concentration
CallMiner social profiles
Digital presenceCallMiner compliance and trust
Trust signalCompliance2 records
CallMiner financial estimates
Financial estimateRevenue estimate
Valuation estimate
CallMiner leadership team
Management profileNumber of profiles
Profiles14 records
CallMiner subsidiaries and ownership
Company hierarchySubsidiaries2 records
CallMiner funding detail
Funding detailFunding overview
Funding rounds18 records
Investors11 records
Funding detail is available on the Subscription and Enterprise plan.Contact sales →
CallMiner M&A and investment
M&A and investmentM&A2 records
Investments
M&A and investment is available on the Subscription and Enterprise plan.Contact sales →
Frequently asked questions about CallMiner
What does CallMiner do?
CallMiner develops and sells the CallMiner Eureka Platform, an AI-powered conversation intelligence and CX automation suite that captures, transcribes, analyzes, scores, and acts on 100% of omnichannel customer interactions (voice, chat, SMS, email, social, screen). The platform combines Capture (Record, Screen Record, Redact), Intelligence (Analyze, Visualize), Augmentation (Coach, RealTime), and Automation (Outreach, OmniAgent, LiveTranslate) modules on a single data model with an agentic AI layer ("AI Assist").
Is CallMiner a public or private company?
CallMiner is a private company. It is classified as venture growth investor backed and is currently operating.
When was CallMiner founded?
CallMiner was founded in 2002. It employs 251 to 500 people.
Where is CallMiner based?
CallMiner is headquartered in Waltham, United States, in the North America region.
How does CallMiner make money?
Three revenue lines are on record. Enterprise SaaS Subscription (CallMiner Eureka Platform) is the primary driver. The others are professional Services and API / OVTS and Connector Licensing.
Who are CallMiner's main competitors?
Emerging players on record are Cresta, ASAPP and Teneo.ai. Broad incumbents are Verint Systems, Five9, Medallia, Genesys, NICE Ltd. and Qualtrics. Observe.AI is listed as a direct peer.
Does CallMiner have an API?
Yes. CallMiner offers an open, standards-based developer API enabling two-way data import and export through pre-built Connectors and open developer integrations. The platform provides real-time API capabilities that support alerting and next-best-action guidance to drive efficiency, plus auto-redacted integrations for secure access. The API allows developers to connect customer insights to CRM, BI tools, data lakes, and other data repositories, and to scale integrations to and from the CallMiner platform. Developer documentation is at callminer.com/products/integrations.
What industry is CallMiner in?
CallMiner's product category is Conversation Intelligence Software. Its primary akta.pro industry code is HDAAAFAL, Contact Center Speech AI (agent assist, IVR automation), with a secondary code of HDAAADAF, Conversational NLP & Dialogue Management (chatbots, agents). Its NAICS code is 541511 and its SIC code is 7371.