CallMiner

CallMiner, founded in 2002 and headquartered in Waltham, Massachusetts, specializes in conversation intelligence and AI-driven customer experience (CX) analytics.

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Analyzes customer interactions to improve service and automate responses using AI.

CallMiner, founded in 2002 and headquartered in Waltham, Massachusetts, specializes in conversation intelligence and AI-driven customer experience (CX) analytics. The company has grown steadily, reporting a 30% compound annual growth rate (CAGR) as of its 2019 fiscal year, backed by a $75 million investment from Goldman Sachs. CallMiner's platform analyzes customer interactions across voice, chat, and email, turning unstructured data into actionable insights for enterprises.

Its flagship product, CallMiner Eureka, is complemented by newer offerings like OmniAgent, an AI-powered virtual agent designed to enhance CX automation. The company serves a global clientele, with notable penetration in insurance, healthcare, and business process outsourcing (BPO) sectors. Recent innovations include bespoke AI classifiers and real-time agent assistance, positioning CallMiner as a leader in the Forrester Wave™ for Conversation Intelligence Solutions (2025).

The 2025 CX Landscape Report highlights its focus on AI governance gaps, a challenge faced by 67% of adopters. CallMiner's NPS of 64, twice the industry average, reflects strong customer satisfaction.

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Who buys this

  • Large contact centers
  • Financial services firms
  • Healthcare providers
  • Retail and e-commerce companies
  • Business process outsourcing (BPO) providers

Publicly disclosed clients

  • Dell
  • Walmart
  • Santander
  • British Gas
  • Porsche
  • UPMC Health Plan

Strengths and what to watch

Strengths

  • Recognized as a leader in Forrester Wave™ for Conversation Intelligence (2025)
  • Proven scalability with trillion-word annual data processing
  • High customer satisfaction (NPS 64, double industry average)

Watch for

  • AI governance gaps reported by 67% of users in 2025 CX Landscape Report
  • Dependence on third-party AI software (51% of clients)
  • Intense competition in CX automation from cloud-native rivals

Recent moves

Key Information

Founded
2002
Employees
336
Headquarters
Waltham, Massachusetts
Country
United States

Frequently Asked Questions

What is CallMiner?

CallMiner is a conversation intelligence platform founded in 2002, specializing in AI-driven customer experience analytics. It analyzes interactions across voice, chat, and email, turning unstructured data into actionable insights for enterprises, with a focus on industries like healthcare, finance, and retail.

How does CallMiner improve customer experience?

CallMiner improves customer experience by using AI to analyze interactions across voice, chat, and email. Its platform, CallMiner Eureka, provides actionable insights, while OmniAgent automates responses and enhances CX efficiency, helping businesses optimize service and reduce operational costs.

What industries does CallMiner serve?

CallMiner serves industries such as healthcare, financial services, retail, e-commerce, and business process outsourcing (BPO). Notable clients include Dell, Walmart, Santander, British Gas, Porsche, and UPMC Health Plan, highlighting its broad applicability across sectors.

What are CallMiner's key strengths?

CallMiner's strengths include leadership in Forrester Wave™ for Conversation Intelligence (2025), scalability with trillion-word annual data processing, and high customer satisfaction (NPS 64, double the industry average). Its AI-driven solutions are trusted by global enterprises.

What challenges does CallMiner face?

CallMiner faces challenges like AI governance gaps, reported by 67% of users in 2025, dependence on third-party AI software (51% of clients), and intense competition from cloud-native CX automation rivals, which impact its operational and market strategies.

What are CallMiner's recent innovations?

Recent innovations include bespoke AI classifiers, real-time agent assistance, and advancements in agentic AI frameworks. These updates, highlighted in Q4 2025, focus on enhancing CX automation and addressing AI governance gaps, positioning CallMiner as a leader in conversation intelligence.

Sources

  1. callminer.com — 30% CAGR and Goldman Sachs investment
  2. callminer.com — 2025 AI adoption and governance statistics
  3. callminer.com — Forrester Wave™ 2025 leadership recognition
  4. callminer.com — Q4 2025 product updates