CallMiner contact center AI profile

Conversation intelligence platform (CallMiner Eureka) for analyzing, scoring and acting on voice and text customer interactions.

Research note: This neutral profile summarizes first-party material published by CallMiner, last checked Oct 20, 2026. Capabilities can differ by plan, channel and integration, so verify the exact capability you need.

CallMiner at a glance

Focus: Post-interaction analytics, automated scoring and compliance monitoring across voice and text, with real-time and virtual agent modules.
Good fit for: Midsize and large contact centers, especially in collections and other regulated work, that want deep analytics and compliance monitoring on top of their current systems.
Capabilities: Automated QA, Compliance monitoring, Agent assist, Coaching, VoC analytics, AI agents
Channels: Voice and text-based channels
Deployment: AI layer on existing CCaaS
Recent changes: Forrester Wave Leader (Q2 2025); 2026 CX Landscape Report (September 2026); new AI-powered capabilities announced (October 14, 2026).
Website: callminer.com

This profile summarizes CallMiner's first-party product, security, pricing and news pages as checked on 2026-10-20. The Contact Center AI Index has not tested the product, and each claim is attributed to the CallMiner page that makes it.

What is CallMiner?

CallMiner sells the CallMiner Eureka platform, organized on its homepage into modules including Record, Screen Record, Redact, Analyze, Visualize, Coach, RealTime, Outreach and OmniAgent (homepage). Its pricing FAQ says packages are aimed at teams from "more than 60 agents" up to global enterprises (pricing FAQ).

Sources: CallMiner homepage · Pricing FAQ

Which AI capabilities does CallMiner document?

Analytics and automated scoring. CallMiner says Analyze uncovers insights "from 100% of your interactions" and provides "auto-scored interaction insight for every customer interaction" (Analyze).
Compliance monitoring. The risk and compliance page says CallMiner can "scan every voice and text-based interaction in real time" and tag violations, lists Mini Miranda, Right Party Contact and FDCPA language as monitored items, and describes PCI and PII redaction (risk and compliance).
Real-time assist. RealTime "automatically notifies agents or supervisors based on AI-driven customer interaction indicators" and gives supervisors a live view (RealTime).
Coaching. Coach supports "manual and automated scoring options" and agent self-coaching dashboards (Coach).
AI agents. OmniAgent "delivers voice-optimized virtual agents" across voice and digital channels (OmniAgent).

Sources: Analyze · Risk and compliance · RealTime · Coach · OmniAgent

How does it connect to existing contact center systems?

CallMiner's integrations page says conversation analytics can sync with "CRM technologies, such as Salesforce, BI, contact center and CX solutions," and refers to pre-built connectors. The page text does not name specific CCaaS partners (integrations). Its pricing FAQ lists integration needs and deployment model (cloud or hybrid) as pricing factors (pricing FAQ).

Sources: Integrations · Pricing FAQ

What security and compliance evidence is public?

CallMiner's security page says independent audits by KirkpatrickPrice cover SOC 2 Type II, FISMA and HITRUST, and it cites PCI DSS controls and ISO 27001:2022 certification. HIPAA is addressed through HITRUST CSF rather than as a separate claim (security page).

Sources: Security page

What changed in 2025-2026?

June 5, 2025: CallMiner announced it was named a Leader in The Forrester Wave: Conversation Intelligence Solutions for Contact Centers, Q2 2025 (press release).
September 15, 2026: CallMiner published its 2026 CX Landscape Report, a vendor-commissioned survey reporting that 99% of CX organizations use automation but only 24% say it delivers "very positive" experiences (newsroom).
October 14, 2026: A release titled "CallMiner Advances CX Intelligence and Agent Augmentation with New AI-Powered Capabilities" is listed; the full release could not be retrieved, so its details are not summarized here (newsroom).

Sources: Forrester release · Newsroom

What should buyers verify?

Ask for the list of certified CCaaS and recording connectors, since the integrations page text names only Salesforce. Ask how real-time compliance alerts perform and what accuracy CallMiner measures. CallMiner says pricing comes in bundles based on user count or interaction volume but publishes no prices (pricing FAQ).