What it is
CallMiner is a long-established interaction analytics platform.
What you'd use it for
You would use CallMiner to analyse voice and text interactions for QA scoring, sentiment and emotion, and category tagging, with real-time monitoring and in-call guidance.
Examples of use
A regulated business needs to know its calls stayed compliant. CallMiner analyses recorded calls at scale to check.
A QA team handles a large call volume. CallMiner scores those interactions for quality across the whole volume.
A team wants to know how customers felt on a call. CallMiner detects sentiment and emotion within the conversation.
A reporting team needs calls grouped by type. CallMiner tags calls by category to feed that reporting.
An agent is on a live call. CallMiner's real-time monitoring guides them with an in-call prompt.
Years of call recordings sit unused. CallMiner mines them for patterns a team would never spot by hand.
How it works
CallMiner transcribes unstructured interactions and applies speech and text analytics, natural-language processing, and machine learning. In 2025 it announced an agentic design using a hierarchy of AI agents.
How it compares
CallMiner is the most established of the QA tools, where MaestroQA, Loris, and Level AI are newer specialists. With Observe.AI, it is one of the two here with a verifiable analyst position.
What others say
Named a Leader in The Forrester Wave for Conversation Intelligence Solutions for Contact Centers (Q2 2025); Forrester noted it best fits enterprises with sophisticated operations.