Latest news with #CallMiner
Associated Press
4 days ago
- Business
- Associated Press
CallMiner Named a Leader in Conversation Intelligence for Contact Centers Report by Top Analyst Firm
WALTHAM, Mass.--(BUSINESS WIRE)--Jun 5, 2025-- 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. The CallMiner platform received the highest scores possible across seven criteria within the current offering category, including insights exploration, topic and behavior classification, signal extraction, coaching efficiency and effectiveness, natural language interface, and more. The report states, 'CallMiner's greatest strength lies in its mastery of contact center workflows and its ability to translate that expertise into a flexible toolkit. It is one of the few vendors that consistently delivers on foundational capabilities like topic and behavior classification and insights exploration.' The report continues, 'CallMiner builds on this strong foundation with its natural language interface 'AI Assist,' the cornerstone of its new agentic AI framework.' CallMiner received the top score in the strategy category, with the highest scores possible in the vision, partner ecosystem, and adoption criteria. According to the Forrester report, 'CallMiner has consistently championed contact center data as a pivotal catalyst for enterprisewide value...' Additionally, 'CallMiner's vision sets its ambitions beyond contact center operations and on more strategic CX pastures; its recent innovations and roadmap emphasize fostering deeper customer understanding and bridging the gap to actionable interventions.' Through advanced AI, including generative AI and agentic AI, the CallMiner platform extracts valuable insights from omnichannel customer interactions at scale, revealing actionable intelligence from every conversation. The platform enables organizations to improve operational efficiency, while elevating agent performance and improving customer experience. Reference customers interviewed for the report 'are eager to adopt the vendor's newest AI features, believing that they will accelerate time to value.' 'Today's organizations already have a wealth of contact center data – but what many lack are the solutions needed to turn that data into actionable intelligence,' said Jeff Gallino, CEO and founder, CallMiner. 'I truly believe that CallMiner stands alone as the go-to platform for modern organizations looking to embrace AI and automation, and transform contact center and customer experience initiatives. For us, this recognition only strengthens our commitment to fostering innovation, helping our customers realize value and ROI, and raising the bar in the conversation intelligence industry.' According to Forrester, 'CallMiner best fits enterprises with sophisticated operations that are ready to evolve from collecting insights to driving impact through automated actions.' The Forrester Wave™: Conversation Intelligence Solutions for Contact Centers, Q2 2025 report is available source version on CONTACT: Media: Inkhouse on behalf of CallMiner [email protected] KEYWORD: UNITED STATES NORTH AMERICA MASSACHUSETTS INDUSTRY KEYWORD: COMMUNICATIONS DIGITAL MARKETING TECHNOLOGY DATA ANALYTICS SOFTWARE ARTIFICIAL INTELLIGENCE SOURCE: CallMiner Copyright Business Wire 2025. PUB: 06/05/2025 09:15 AM/DISC: 06/05/2025 09:15 AM
Business Wire
4 days ago
- Business
- Business Wire
CallMiner Named a Leader in Conversation Intelligence for Contact Centers Report by Top Analyst Firm
WALTHAM, Mass.--(BUSINESS WIRE)-- 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. The CallMiner platform received the highest scores possible across seven criteria within the current offering category, including insights exploration, topic and behavior classification, signal extraction, coaching efficiency and effectiveness, natural language interface, and more. The report states, 'CallMiner's greatest strength lies in its mastery of contact center workflows and its ability to translate that expertise into a flexible toolkit. It is one of the few vendors that consistently delivers on foundational capabilities like topic and behavior classification and insights exploration.' The report continues, 'CallMiner builds on this strong foundation with its natural language interface 'AI Assist,' the cornerstone of its new agentic AI framework.' CallMiner received the top score in the strategy category, with the highest scores possible in the vision, partner ecosystem, and adoption criteria. According to the Forrester report, 'CallMiner has consistently championed contact center data as a pivotal catalyst for enterprisewide value...' Additionally, 'CallMiner's vision sets its ambitions beyond contact center operations and on more strategic CX pastures; its recent innovations and roadmap emphasize fostering deeper customer understanding and bridging the gap to actionable interventions.' Through advanced AI, including generative AI and agentic AI, the CallMiner platform extracts valuable insights from omnichannel customer interactions at scale, revealing actionable intelligence from every conversation. The platform enables organizations to improve operational efficiency, while elevating agent performance and improving customer experience. Reference customers interviewed for the report 'are eager to adopt the vendor's newest AI features, believing that they will accelerate time to value.' 'Today's organizations already have a wealth of contact center data – but what many lack are the solutions needed to turn that data into actionable intelligence,' said Jeff Gallino, CEO and founder, CallMiner. 'I truly believe that CallMiner stands alone as the go-to platform for modern organizations looking to embrace AI and automation, and transform contact center and customer experience initiatives. For us, this recognition only strengthens our commitment to fostering innovation, helping our customers realize value and ROI, and raising the bar in the conversation intelligence industry.' According to Forrester, 'CallMiner best fits enterprises with sophisticated operations that are ready to evolve from collecting insights to driving impact through automated actions.' The Forrester Wave™: Conversation Intelligence Solutions for Contact Centers, Q2 2025 report is available here. Forrester does not endorse any company, product, brand, or service included in its research publications and does not advise any person to select the products or services of any company or brand based on the ratings included in such publications. Information is based on the best available resources. Opinions reflect judgment at the time and are subject to change. For more information, read about Forrester's objectivity here. About CallMiner CallMiner is the global leader in AI-powered conversation intelligence to improve customer experience (CX). CallMiner delivers the industry's most comprehensive platform to analyze omnichannel customer interactions at scale, combining deep domain expertise with cutting edge AI technology and machine learning. By uncovering better intelligence, CallMiner enables companies to identify areas of opportunity to drive better experiences, ultimately leading to business improvement, growth and transformational change. CallMiner is trusted by the world's leading organizations across all major verticals including technology, media and telecom (TMT), retail, manufacturing, financial services, healthcare, and travel and hospitality. To learn more, visit read the CallMiner blog, or follow us on LinkedIn, Twitter and Facebook.
Business Wire
07-05-2025
- Business
- Business Wire
CallMiner Advances Agentic AI Architecture, Making it Easier for Organizations to Gain Insights from and Take Action on Customer Conversations
WALTHAM, Mass.--(BUSINESS WIRE)-- 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. According to Forrester, 'Agentic AI systems are poised to not only become the backbone of the knowledge economy but will completely redefine how organizations operate and compete.' CallMiner is supporting this industry transformation by empowering users with agentic AI capabilities that understand complex customer motivations, as well as actively manage workflows, research, analysis and content creation – all through seamless collaboration among specialized AI agents. 'As generative AI becomes table stakes, companies will need to differentiate themselves by embracing agentic AI architecture. I believe that CallMiner is setting the bar by delivering the innovative agentic AI capabilities users need to uncover customer insights faster than ever before,' said Bruce McMahon, Chief Product Officer, CallMiner. 'The latest enhancements to CallMiner AI Assist build on our vision for agentic AI, which is focused on using technology to revolutionize how companies harness conversation data with deep investigation and meaningful, enterprise-wide action.' As part of the latest advancements, CallMiner AI Assist now uses a hierarchy of AI agents to divide tasks into workflows that can be assigned and accomplished to answer complex questions. This includes: Research agents that, via enhanced 'Investigate' functionality, enable analysts to pose natural language questions via a simple interface, triggering comprehensive research and insight exploration with actionable findings. Further, users can pass specific customer interactions into CallMiner AI Assist via the 'Review' function in Analyze, giving analysts optional control for increased transparency and supporting deeper analysis. Supervisor agents that help manage workflows between other agents to achieve complex tasks (like creating content and reports), provide education, analyze data based on user input and past interactions, or make suggestions and recommendations for next steps. This includes being able to proactively surface emerging patterns, identify critical signals, and flag high-risk or high-reward opportunities within customer conversations. With the addition of these new research and supervisor agents, CallMiner AI Assist empowers organizations to easily uncover customer challenges, motivations and patterns, and create meaningful reports aimed at improving customer outcomes and experiences. 'CallMiner AI Assist is a powerful example of how agentic AI can accelerate workflows, lower technical barriers, and quickly turn insights into action,' McMahon added. 'For organizations, this means they can better understand their customers, make smarter decisions, and ultimately drive superior business results.' CallMiner's agentic AI framework empowers users with connected workflows across the CallMiner platform and suite of products. This integrated approach ensures customer insights can be turned into proactive action in the form of notifications and reports to address issues and provide resolution as they happen. The enhanced CallMiner AI Assist capabilities are currently available to new and existing CallMiner customers. Learn more on the CallMiner website here. About CallMiner CallMiner is the global leader in AI-powered conversation intelligence to improve customer experience (CX). CallMiner delivers the industry's most comprehensive platform to analyze omnichannel customer interactions at scale, combining deep domain expertise with cutting edge AI technology and machine learning. By uncovering better intelligence, CallMiner enables companies to identify areas of opportunity to drive better experiences, ultimately leading to business improvement, growth and transformational change. CallMiner is trusted by the world's leading organizations across all major verticals including technology, media and telecom (TMT), retail, manufacturing, financial services, healthcare, and travel and hospitality. To learn more, visit read the CallMiner blog, or follow us on LinkedIn, Twitter and Facebook.
Business Wire
21-04-2025
- Business
- Business Wire
CallMiner Named a Leader in the SPARK Matrix: Conversational Intelligence, 2025 Report
WALTHAM, Mass.--(BUSINESS WIRE)-- 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 by QKS Group. Artificial intelligence (AI) continues to transform the conversation intelligence market, driving advancements in automated customer engagement, insight extraction, and omnichannel strategies. In its latest report, QKS Group reviewed emerging industry trends, vendor offerings, and competitive factors, once again recognizing CallMiner's exceptional technology excellence and customer impact. 'AI, including generative and agentic AI, has fundamentally changed how organizations do business and engage with their customers,' said Jeff Gallino, CEO and founder at CallMiner. 'To deliver truly proactive and personalized customer experiences at scale, companies need a conversation intelligence platform that can analyze omnichannel data, while uncovering actionable insights that help predict and address areas of opportunity. This latest placement from QKS Group further validates CallMiner's industry leadership, and our proven ability to support organizations in their efforts to improve customer service and customer experience initiatives.' CallMiner's key platform differentiators, including AI-driven behavioral analysis, real-time agent guidance, automated compliance scoring, robust omnichannel capabilities, and more, were recognized in the report. QKS Group emphasized CallMiner's advanced AI innovation, including the introduction of CallMiner AI Assist, and the company's strong global presence, noting the expansion of AI-powered multilingual discovery and analysis. The report further underscored CallMiner's focus on compliance and security, which enables organizations in highly regulated industries, such as financial services, healthcare, and government, to effectively manage risk and protect customer data. 'CallMiner continues to push the boundaries of what businesses can achieve with conversational intelligence. Its ability to drive agent performance improvements while maintaining a strong focus on compliance and quality makes it a valuable asset for contact centers. The introduction of CallMiner AI Assist has made powerful analytics more accessible, removing technical barriers for everyday users. This shift toward usability, combined with its predictive capabilities, gives businesses a strategic edge in managing customer experience,' said Madhu Kittur, Senior Analyst at QKS Group. Further, 'CallMiner showcases how advanced AI can be operationalized to convert vast volumes of unstructured conversation data into meaningful business outcomes. Its platform not only enables real-time and post-call intelligence, but also integrates seamlessly across communication channels, making it a cornerstone for enterprise-wide transformation. Its continued focus on scalability, predictive engagement, and intelligent automation positions it as a critical enabler of customer-centric growth in a highly competitive market,' said Amandeep Singh Khanuja, Practice Director and Principal Analyst at QKS Group. The QKS Group SPARK Matrix™ evaluates vendors based on technology excellence and customer impact. The report defines conversational Intelligence as an advanced AI-driven technology that enables businesses to analyze, interpret, and optimize human interactions across voice, text, and digital platforms. By leveraging Natural Language Technology, Generative AI, Automatic Speech Recognition (ASR), and sentiment analysis, it extracts meaningful insights from conversations in real-time. Download a complimentary copy of the SPARK Matrix™: Conversational Intelligence, 2025 here. About CallMiner CallMiner is the global leader in AI-powered conversation intelligence to improve customer experience (CX). CallMiner delivers the industry's most comprehensive platform to analyze omnichannel customer interactions at scale, combining deep domain expertise with cutting edge AI technology and machine learning. By uncovering better intelligence, CallMiner enables companies to identify areas of opportunity to drive better experiences, ultimately leading to business improvement, growth and transformational change. CallMiner is trusted by the world's leading organizations across all major verticals including technology, media and telecom (TMT), retail, manufacturing, financial services, healthcare, and travel and hospitality. To learn more, visit read the CallMiner blog, or follow us on LinkedIn, Twitter and Facebook. About QKS Group QKS Group is a global advisory and consulting firm focused on helping clients achieve business transformation goals with Strategic Business and Growth advisory services. At QKS Group, our vision is to become an integral part of our client's business as a strategic knowledge partner. Our research and consulting deliverables are designed to provide comprehensive information and strategic insights for helping clients formulate growth strategies to survive and thrive in ever-changing business environments. For more available research, please visit
