CallMiner
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About
CallMiner is an enterprise-grade conversation intelligence platform designed to transform customer interactions into actionable business insights. By capturing and analyzing 100% of omnichannel engagements—including phone calls, chat, email, and social media—the system provides a comprehensive view of the customer journey. It utilizes advanced AI and machine learning to decode sentiment, intent, and effort, allowing organizations to move beyond manual sampling and gain a complete understanding of their service quality and customer satisfaction levels. The platform consists of several specialized modules such as Eureka for broad analysis and RealTime for live agent assistance. It employs automated contact dispositioning and after-call work automation to reduce manual administrative tasks, while its acoustic monitoring tracks signals like silence, agitation, and tempo to identify friction points. For agents, the tool offers real-time guidance and automated coaching based on performance metrics, ensuring compliance and quality standards are met consistently across the workforce. This solution is specifically tailored for mature contact center operations in highly regulated industries like financial services, healthcare, and telecommunications. It serves various roles from CX leaders looking to improve Net Promoter Scores (NPS) to quality assurance managers seeking to automate agent evaluations. Large organizations with high interaction volumes benefit most from its ability to scale insights across thousands of agents and multiple engagement channels simultaneously. What distinguishes the tool is its 20-year history in the conversation analytics space and its robust patent portfolio. Unlike simpler sentiment analysis tools, it provides a closed-loop automation strategy that links insights directly to agent behavior changes and operational workflows. Additionally, features like OmniAgent for virtual interactions and LiveTranslate for real-time translation provide specialized support for global organizations managing diverse customer bases and complex compliance requirements.
Pros & Cons
Analyzes 100% of interactions across all channels rather than relying on small manual samples.
Provides real-time guidance to agents during live calls to improve outcomes immediately.
Includes built-in redaction tools to ensure compliance with data privacy regulations.
Offers deep acoustic analysis that tracks silence, stress, and tempo to identify operational friction.
Supports a closed-loop automation strategy that links insights directly to business workflows.
The platform lacks transparent public pricing and requires a demo request for cost information.
Its comprehensive feature set may require significant onboarding support for complex enterprise environments.
The advanced capabilities are primarily optimized for large, mature contact center operations.
Use Cases
Contact center managers can automate quality assurance processes to provide objective coaching for their entire agent workforce.
Compliance officers in financial services can use automated redaction to ensure agents follow regulatory scripts and protect customer data.
CX leaders can analyze omnichannel data to identify the root causes of customer dissatisfaction and address issues before they impact NPS.
Operations teams can reduce costs by identifying common contact drivers and implementing effective call deflection strategies.
Platform
Features
• sentiment and intent analysis
• live multi-language translation
• automated contact dispositioning
• acoustic signal monitoring
• pii redaction for compliance
• automated after-call work (acw)
• real-time agent guidance
• omnichannel interaction capture
FAQs
What channels does the platform analyze?
The platform captures and analyzes 100% of omnichannel customer interactions, including phone calls, chat, email, SMS, surveys, and social media. This comprehensive coverage ensures that businesses gain a complete view of the customer journey and sentiment across every touchpoint.
How does real-time guidance benefit agents?
The system provides AI-driven guidance during live interactions to help agents resolve issues faster and stay compliant with regulatory requirements. It can detect acoustic signals like stress or silence and offer immediate suggestions to improve the customer's experience.
Can it automate administrative tasks for agents?
Yes, the tool automates after-call work (ACW) and contact dispositioning, which significantly reduces the manual administrative burden on agents. This allows them to focus more on complex customer needs and reduces the overall average handle time for interactions.
How is sensitive customer data protected?
The platform includes specialized tools like Redact, which automatically removes personally identifiable information (PII) from interaction records. This helps organizations maintain compliance with strict data protection regulations in industries like healthcare and finance.
What specific metrics can be improved using the tool?
Organizations can improve key metrics such as Average Handle Time (AHT) by monitoring silence and agitation, and First Call Resolution (FCR) by identifying common contact drivers. It also helps track and improve Net Promoter Scores (NPS) by proactively identifying CX issues.
Pricing Plans
Enterprise
Unknown Price• 100% interaction capture
• Omnichannel analysis
• Automated coaching
• Real-time guidance
• Compliance redaction
• Acoustic signal monitoring
• Automated after-call work
• Multi-language support
Job Opportunities
There are currently no job postings for this AI tool.
Ratings & Reviews
No ratings available yet. Be the first to rate this tool!
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