Articles from CallMiner

CallMiner, a leading provider of AI-powered conversation analytics to improve customer experience (CX), today announced its collaboration and integration with Microsoft Dynamics 365 Contact Center. By delivering AI-powered conversation analytics for interactions occurring through Dynamics 365 Contact Center, Microsoft customers can use deep insights to boost customer service representative effectiveness, better understand voice of the customer (VoC), improve proactive issue resolution, and ultimately drive business growth.

CallMiner, the leading provider of AI-powered conversation intelligence to improve customer experience (CX), today announced that Forrester Research identified the company as a Leader in The Forrester Wave™: Conversation Intelligence Solutions for Contact Centers, Q2 2025.

CallMiner, the leading provider of AI-powered conversation intelligence to improve customer experience (CX), today announced it has acquired VOCALLS, a leading voice-first conversational AI and automation platform. CallMiner will combine its industry-leading conversation intelligence capabilities with VOCALLS’ voice, chat, social messaging and email AI virtual agents and task automation technology. Together, CallMiner and VOCALLS are transforming contact center efficiency and CX scalability, helping organizations embrace customer service and CX automation, better understand what to automate, and identify areas of opportunity and improvement in automation workflows.

CallMiner, the leading provider of AI-powered conversation intelligence to improve customer experience (CX), today announced significant advancements to CallMiner AI Assist, building on the agentic AI architecture introduced in October 2024. These updates redefine how organizations use natural language to turn customer interaction data into actionable insights, accelerating workflows and driving smarter business decisions with minimal human intervention.

CallMiner, the leading provider of AI-powered conversation intelligence to improve customer experience (CX), announced today that it has been named a leader in the SPARK Matrix™: Conversational Intelligence, 2025, Q1 2025 report by QKS Group.

CallMiner, the leading provider of conversation intelligence to improve customer experience (CX), today announced CallMiner Outreach. Built on advanced analytics and artificial intelligence (AI), CallMiner Outreach is a revolutionary CX and customer feedback management solution that empowers businesses to connect with customers in more meaningful ways, fostering stronger relationships and uncovering actionable insights that drive enterprise-wide benefits.

CallMiner, the leading provider of conversation intelligence to improve customer experience (CX), has been named one of the Top Places to Work in Massachusetts in the 17th annual employee-based survey project from The Boston Globe. This is the third time in four years that CallMiner has made the list, and is ranked 26th in the medium-size companies category.

CallMiner, the leading provider of conversation intelligence to improve customer experience (CX), announced the winners of the 2024 LISTEN Awards at its annual user conference, LISTEN 2024. The CallMiner LISTEN Awards honor customers and partners for their use of CallMiner’s AI-powered conversation intelligence platform, driving improvements in contact center experience (CCX), CX and enterprise-wide results.

CallMiner, the leading provider of conversation intelligence to improve customer experience (CX), today announced CallMiner AI Assist, a collection of new and enhanced generative artificial intelligence (AI) capabilities that help organizations take action within the CallMiner platform and automate analytical tasks across the entire customer spectrum. Announced at CallMiner’s annual LISTEN user conference, CallMiner AI Assist is the company’s latest AI innovation, adding to the platform enhancements announced in 2024, including sematic search, AI classifiers, real-time summarization and more.

Today, CallMiner released its annual CX Landscape Report in partnership with Vanson Bourne, revealing that 87% of global contact center and customer experience (CX) leaders across financial services, healthcare, retail, and technology industries believe implementing generative artificial intelligence (AI) is key for their customer service and CX teams, and 91% agree that AI will help optimize CX strategies.

CallMiner, the leading provider of conversation intelligence to improve customer experience (CX), has announced new and enhanced generative artificial intelligence (AI) capabilities to advance post-interaction and real-time AI summarization features in the CallMiner platform.

CallMiner, the leading provider of conversation intelligence to improve customer experience (CX), today announced the availability of the CallMiner App Marketplace, a one-stop destination for complementary partner technology applications and services, as well as CallMiner product extensions.

CallMiner, the leading provider of conversation intelligence to improve customer experience (CX), today announced that Forrester Research identified the company as a Leader in The Forrester Wave™: Real-Time Revenue Execution Platforms, Q2 2024 report.

CallMiner, the leading provider of conversation intelligence to improve customer experience (CX), announced today that it has been named a leader in the 2024 SPARK Matrix™: Speech Analytics, Q1 2024 Report by Quadrant Knowledge Solutions for the third consecutive year.

CallMiner, the leading provider of conversation intelligence to improve customer experience (CX), today announced the availability of new and enhanced generative AI features, extending the rich AI capabilities already available in the company’s platform.

CallMiner, the leading provider of conversation intelligence to drive business performance improvement, announced the winners of the 2023 LISTEN Awards at its annual user conference, LISTEN 2023. The CallMiner LISTEN Awards honor customers and partners for their use of CallMiner’s conversation intelligence platform, driving improvements in the contact center, customer experience and enterprise-wide results. This year, CallMiner recognized 12 organizations, teams and individuals across 10 categories.

CallMiner, the leading provider of conversation intelligence to drive business performance improvement, has announced new and enhanced features in the CallMiner platform. New capabilities revealed at CallMiner’s annual LISTEN user conference expand on the company’s continued artificial intelligence (AI) innovation over the past year, including recent generative AI enhancements such as an in-platform conversational assistance help bot, omnichannel AI-based contact summarization and more.

CallMiner’s annual CX Landscape Report, conducted in partnership with Vanson Bourne, reveals nearly half (49%) of global customer experience (CX) and contact center decision makers firmly believe that artificial intelligence (AI) technologies will help them achieve greater efficiency to optimize CX strategies when under financial strain, and a third (33%) agree AI adoption will be critical to how their organization approaches CX in the future.

CallMiner, the leading provider of conversation intelligence to drive business performance improvement, today announced that Forrester Research identified the company as the only Leader in The Forrester Wave™: Conversation Intelligence for Customer Service, Q3 2023 report.

CallMiner, the leading provider of conversation intelligence to drive business performance improvement, announced it was named the 2023 CCW Excellence Award winner for Automation Solution of the Year. CallMiner won the same award in 2021 and was named runner up for Workforce Innovation of the Year at the 2022 CCW Excellence Awards.

CallMiner, the leading provider of conversation intelligence to drive business performance improvement, today announced new functionality in its real-time agent guidance product, RealTime. By combining comprehensive real-time and post-interaction analytics capabilities, CallMiner’s artificial intelligence (AI)-powered platform empowers organizations to improve customer experience (CX). This includes better supporting agent onboarding, reinforcing behaviors with personalized alerts, escalating issues appropriately, driving faster time to resolution, and more, through advanced machine learning and generative AI.

CallMiner, a leading provider of conversation intelligence to drive business performance improvement, today announced it has expanded its use of Microsoft Azure artificial intelligence (AI) and machine learning as a Microsoft partner. CallMiner has validated its deep knowledge, extensive experience and proven success in enabling customer adoption of AI and implementing Azure solutions.

CallMiner, the leading provider of conversation intelligence to drive business performance improvement, today announced a new integration with Zoom Meetings. By ingesting and analyzing video and audio from one of the world’s most popular collaboration and communication platforms, CallMiner customers can gain the deep insights needed to improve the effectiveness of service, support, sales, compliance and product development teams.

CallMiner, the leading provider of conversation intelligence to drive business performance improvement, announced today that it has been named a technology leader in the Quadrant Knowledge Solutions’ SPARK Matrix: Speech Analytics, Q1 2023.

CallMiner, the leading provider of conversation intelligence to drive business performance improvement, today announced new artificial intelligence (AI)-driven capabilities for improved redaction and automated summarization. These features advance CallMiner’s AI-powered platform, and help organizations increase operational efficiency, reduce risk and improve agent satisfaction, while driving a positive customer experience (CX).

CallMiner, the leading provider of conversation intelligence to drive business improvement, has been named one of the Top Places to Work in Massachusetts in the 15th annual employee-based survey project from The Boston Globe. CallMiner is ranked 18th in the large employers category.

CallMiner, the leading provider of conversation intelligence to drive business improvement, today announced new integrations with Zoom Contact Center and Zoom Phone that expand the conversation types that can be ingested and analyzed by the CallMiner platform, helping enable organizations to continuously measure, report on, and improve customer experience (CX).

CallMiner, a leading provider of conversation intelligence to drive business improvement, today announced it has launched CallMiner for Salesforce on Salesforce AppExchange, empowering sales and support leaders with critical insights into recent customer and prospect interactions, such as voice-based calls, emails and text conversations. By gaining access to CallMiner within Salesforce, organizations can enhance visibility into customer journeys, improve customer satisfaction and drive new revenue opportunities with existing customers.

CallMiner, the leading provider of conversation intelligence to drive business improvement, today announced that Jonathan Ranger has joined the company as Chief Customer Officer (CCO).

A new global report released by CallMiner reveals that 70% of contact center and customer experience (CX) decision makers acknowledge some improvements are needed to the ways their organizations use data to enhance CX. The inaugural CallMiner CX Landscape Report, conducted in partnership with Vanson Bourne, identifies how organizations today are collecting and acting on customer data to effectively overcome challenges, maximize opportunities and drive better experiences.

CallMiner, the leading provider of conversation intelligence to drive business improvement, today announced new integrations with Genesys Cloud CX and Amazon Connect, enabling organizations to gain quick, seamless access to powerful real-time analytics capabilities within existing or future Contact Center as a Service (CCaaS) deployments.

CallMiner, the leading provider of conversation intelligence to drive business improvement, today announced that Benedetto A. Miele has joined the company as Chief Revenue Officer (CRO).

CallMiner, the leading provider of conversation intelligence to drive business improvement, announced today that it has been named the Best Overall AI-based Analytics Company in the 5th annual AI Breakthrough Awards.

Customer Contact Week Las Vegas 2022, Booth 613--CallMiner, the leading provider of conversation intelligence to drive business improvement, today announced new and expanded workforce intelligence capabilities to help organizations improve the performance and experience of contact center and customer service agents, aimed at driving positive customer experiences and business outcomes.

CallMiner, the leading provider of conversation intelligence to drive business improvement, announced today that it has been named a top performer and market leader in the 2022 SPARK Matrix for Speech Analytics by Quadrant Knowledge Solutions.

CallMiner, the leading provider of conversation intelligence to drive business improvement, today announced the appointment of Rachel Simone as Chief Information Officer (CIO).

CallMiner, the leading provider of conversation analytics to drive business improvement, has been recognized as a winner of the 2022 Top Workplaces USA Award by Energage.

CallMiner, the leading provider of conversation analytics to drive business improvement, today announced it was named the 2021 CCW Excellence Award winner for Automation Solution of the Year. The award reinforces the power of the CallMiner platform to enhance customer experience (CX), agent performance and operational efficiency in the contact center and drive business improvement enterprise-wide.

CallMiner, the leading provider of conversation analytics to drive business improvement, today announced that its HITRUST boundary has earned Certified status for information security by HITRUST. HITRUST CSF Certified status demonstrates that CallMiner’s HITRUST boundary has met key regulations and industry-defined requirements and is appropriately managing risk.

CallMiner, the leading provider of conversation analytics to drive business improvement, today announced it was named one of the Top Places to Work in Massachusetts in the 14th annual employee-based survey project from The Boston Globe. CallMiner is ranked 19th in the large employers category.

CallMiner, the leading provider of conversation analytics to drive business improvement, today announced major advancements across the CallMiner Conversation Analytics Platform with its Fall Release. With a focus on agility and flexibility, the Fall Release enables organizations to analyze and uncover insights from more customer conversations than ever before, driving enterprise-wide business improvement.

CallMiner, the leading provider of conversation analytics to drive business improvement, today announced that Marty Pankau has joined the company as chief customer officer (CCO), leading all aspects of customer success.

CallMiner, a leading provider of conversation analytics to drive business improvement, today announced that it has acquired OrecX, an audio and screen capture provider for recording, analytics and machine-based learning.

CallMiner, a leading provider of conversation analytics to drive business improvement, today announced it is enabling organizations to use the power of the CallMiner Eureka Platform with Microsoft Azure Speech to Text as a powerful, unified solution.

CallMiner, the leading provider of conversation analytics to drive business improvement, today announced the launch of Sales Conversation Analytics (SCA), a new solution within the CallMiner Eureka Platform. The solution introduces functionality that unlocks intelligence for sales organizations by analyzing customer and prospect conversations, delivering the critical insights needed to drive better sales outcomes, revenue and business improvement.

CallMiner, the leading provider of conversation analytics to drive business improvement, today introduced the Open Voice Transcription Standard (OVTS), a standard programming framework that enables organizations to leverage their existing or preferred speech recognition vendor with CallMiner. The open architecture makes it easier for organizations to analyze interactions, gain insights from customer conversations at scale and drive business improvement, as well as achieve enhanced ROI on existing speech to text (STT) solutions and resources.

A new Forrester Consulting study, commissioned by CallMiner, the leading provider of speech and customer interaction analytics, explores how contact center leaders are increasingly prioritizing the experiences of customer service representatives (CSR) to improve customer experience (CX).