CallMiner
Procurement partnerAbout
Conversation intelligence and speech analytics platform that processes 100% of contact center interactions — voice, chat, email, and text — to surface compliance violations, coach agents, and automate quality management. Sits on top of any CCaaS or recording platform as an analytics layer, not a CCaaS replacement. CallMiner Redact automatically removes PCI and PHI data from recordings to reduce compliance exposure before storage. Strong fit for large contact centers in financial services, health...
Details
VenSearch Intelligence
Ideal Customer
- CallMiner's sweet spot is mid-market to large enterprise organizations with high-volume contact center operations — typically companies with 100+ customer-facing agents or 5,000+ monthly interactions, where manual quality review is impractical.
- Verified enterprise customers include SiriusXM and Radial.
Key Differentiators
- CallMiner's primary differentiator is 100% interaction scoring across omnichannel inputs — voice, chat, email, and text — powered by AI, rather than random sampling.
- Forrester has named CallMiner a Leader in the Forrester Wave for Conversation Intelligence Solutions for Contact Centers (Q2 2025) and Real-Time Revenue Execution Platforms (Q2 2024), and the only Leader in Conversation Intelligence for Customer Service (Q3 2023).
Industries Served
- CallMiner serves a broad range of industries with particular depth in regulated, high-interaction-volume verticals: financial services and banking, healthcare, insurance, collections/debt recovery, telecommunications, retail and e-commerce, travel and hospitality, energy and utilities, manufacturing, BPO (Business Process Outsourcing), and technology.
- The collections industry is a notable specialization — FDCPA and TCPA compliance monitoring are core use cases.
Service Coverage
- CallMiner operates globally, headquartered in Waltham, Massachusetts, with additional offices in the United Kingdom and Prague, Czech Republic.
- The company serves over 550 customers worldwide, with its workforce distributed across 4 continents including North America, Europe, and Asia.
Partnerships
- CallMiner maintains a broad ecosystem of technology integrations and formal partnerships.
- Major platform integrations include Microsoft Azure Cognitive Services, Microsoft Dynamics 365 Contact Center (partnership announced June 2025), Zoom, Genesys CCaaS, Salesforce CRM, RingCentral, Five9, Oracle, Twilio, AWS, and InMoment.
Company Size & Ownership
- CallMiner was founded in 2002 by Jeff Gallino (current CEO), Cliff LaCoursiere, and Kim Brown.
- As of 2026, the company employs approximately 320–336 people globally, down from a peak of ~382 in 2023 due to post-pandemic workforce normalization.
Compliance & Certifications
- CallMiner undergoes rigorous annual third-party audits conducted by KirkpatrickPrice to verify compliance with SOC 2 Type II, FISMA, HITRUST CSF, ISO 27001:2022, and PCI DSS standards.
- HITRUST CSF certification is particularly significant as it certifies that CallMiner's controls meet HIPAA requirements for electronic protected health information (ePHI).
Compiled from public sources by VenSearch · Last researched October 13, 2026
Offerings
3 offeringsCallMiner Coach
Agent performance and coaching module — surfaces targeted coaching opportunities from Eureka's AI-scored interactions, assigns coaching tasks to supervisors, and tracks improvement over time. Reduces manual QA sampling by automating 100% interaction scoring and routing only the highest-priority coaching moments to supervisors.
CallMiner Eureka
Core conversation intelligence platform — ingests 100% of recorded interactions and applies AI to automatically score calls, detect compliance violations, surface trends, and identify root causes of customer issues. Supports voice, chat, email, and text. Real-time alerts flag TCPA, FDCPA, or script violations as they happen.
CallMiner Redact
Automated PII and sensitive data redaction tool — removes credit card numbers, SSNs, account numbers, and PHI from call recordings and transcripts before storage, reducing PCI DSS and HIPAA scope. Works in real-time or post-call; eliminates the need for agents to pause recording during sensitive data capture.
Considering CallMiner?
Our team will work with you to determine if CallMiner is the right fit for your organization. From research and assessment through procurement negotiation and ongoing vendor management — we handle the entire process at no cost to you.