CallMiner

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.

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

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

• Conversation intelligence software
• Customer experience analytics
• Speech analytics platform
• Contact center AI
• Agent performance coaching

Headquarters

HQ city

Waltham

HQ country

United States

HQ region

North America

Offices2 records

Markets served

GTM type

B2B

Offering type

Software

Cost components

Personnel, Technology or R&D, Marketing or Sales, Operations, Infrastructure

Revenue model

1. 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.
2. 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.
3. 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

Go-to-market motion4 records

Distribution channels6 records

Marketing channels10 records

Core 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

Named customers52 records

Segments11 records

Ideal customer profiles4 records

Technology focussed Yes

API detail

Has API

Yes

API docs

API detail

Core technology

AI maturity

App detail

Integration1 record

AI capability14 records

Feature11 records

Partnerships

Two partnerships are on record, tiered flagship and core.

• PossibleNOWflagshipStrategic or Co-development Partner · 24 June 2026PossibleNOW 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 ServicescoreChannel Partner/ Reseller/ Distributor · 13 May 2026Etech 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

Emerging 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

• Xx.com/CallMiner
• YouTubeyoutube.com/channel/UC_F5QQrsBRRurxF9YIYDXgA
• Facebookfacebook.com/CallMinerInc
• LinkedInlinkedin.com/company/callminer

Compliance2 records

Revenue estimate

Valuation estimate

Number of profiles

Profiles14 records

Subsidiaries2 records

Funding overview

Funding rounds18 records

Investors11 records

Funding detail is available on the Subscription and Enterprise plan.Contact sales →

M&A2 records

Investments

M&A and investment is available on the Subscription and Enterprise plan.Contact sales →

Frequently asked questions about CallMiner