CallMiner

CallMiner is a Massachusetts-based enterprise software company focused on customer-experience automation, conversation intelligence, and contact-center performance. Founded in 2002 by Jeff Gallino, Cliff LaCoursiere, and Kim Brown, the company developed from a focus on analyzing customer-service and call-center interactions into a broader platform for understanding and automating business communications. Its headquarters are in Waltham, Massachusetts, and it has maintained offices in the United Kingdom and Prague. The company’s software analyzes interactions between organizations and their customers across multiple channels. These can include telephone conversations, online chat, email, surveys, social-media messaging, online reviews, and other digital contacts. CallMiner uses artificial intelligence, speech and text analytics, transcription, machine learning, and workflow automation to identify recurring topics, customer sentiment, compliance issues, operational risks, and opportunities to improve service. Organizations can use these outputs for quality assurance, agent coaching, customer-feedback analysis, business intelligence, and the monitoring of both human and automated agents. CallMiner’s principal platform is Eureka, a conversation-intelligence and customer-experience system designed to turn large volumes of unstructured interaction data into operational insight. The platform supports automated quality management and can help contact-center teams identify interactions that require review, discover drivers of customer dissatisfaction, assess agent performance, and surface trends that may not be visible through traditional sampling. Its scope has expanded beyond retrospective analytics toward automation and real-time assistance. In 2024, CallMiner added CallMiner AI Assist, an agentic artificial-intelligence framework intended to support contact-center workflows and assist employees or automated agents. In 2025, the company added Outreach, an AI-based survey and customer-feedback capability, to Eureka. These additions broadened the brand’s proposition from conversation analysis toward a more integrated customer-feedback and workflow-automation platform. CallMiner has also expanded through acquisitions and technology partnerships. In 2021, it acquired OrecX, a provider of call-recording software, strengthening native recording and transcription capabilities. In June 2025, it acquired VOCALLS, an AI voicebot company, adding conversational AI, interaction automation, and real-language translation through LiveTranslate. The company has announced integrations and collaborations with technology providers including Microsoft Azure Cognitive Services and Zoom, and it operates an app marketplace for extensions, partner applications, and related services. The company serves businesses that operate contact centers or manage substantial volumes of customer communication. Its positioning combines enterprise SaaS, artificial intelligence, customer-experience management, quality assurance, and business intelligence. CallMiner’s software is intended to help organizations improve customer outcomes while increasing operational efficiency, strengthening governance, and reducing the limitations of manual interaction review.

CallMiner was established in 2002 by Jeff Gallino, Cliff LaCoursiere, and Kim Brown. The company’s early and continuing focus was the use of technology to analyze customer-service and call-center communications. Rather than relying solely on manually sampled calls or conventional performance metrics, CallMiner developed software intended to examine larger volumes of interactions and extract information useful to contact-center operators. Over time, the company’s scope expanded from call analysis into customer-experience automation. Its technology began addressing both voice and text-based interactions, including telephone calls, online chat, email, surveys, online reviews, and social-media messaging. This multichannel approach allowed organizations to study customer needs, sentiment, recurring issues, agent behavior, compliance risks, and operational bottlenecks across a broader portion of the customer journey. CallMiner’s Eureka platform became the center of this proposition. Eureka uses artificial intelligence and conversation analytics to identify insights in customer interactions and support workflows such as automated quality assurance, agent coaching, customer-feedback analysis, business intelligence, and contact-center optimization. The platform is designed to help organizations move beyond manual review and make interaction data available for operational decisions. The company expanded its capabilities through investment, partnerships, and acquisitions. Investors identified in published company material include NewSpring Capital and In-Q-Tel. In 2021, CallMiner acquired OrecX, a call-recording software company. The transaction strengthened CallMiner’s ability to provide recording and transcription as part of its broader analytics environment rather than depending exclusively on external recording systems. Partnership activity also became part of the company’s expansion strategy. In 2023, CallMiner announced integrations or collaborations involving Microsoft Azure Cognitive Services and Zoom. These relationships supported the use of CallMiner’s conversation intelligence and automation capabilities alongside widely used cloud, communications, and business platforms. The company also developed an app marketplace for extensions and partner applications. In 2024, CallMiner added CallMiner AI Assist to Eureka. The agentic AI framework represented a move toward more active assistance and workflow automation, complementing the platform’s earlier emphasis on analysis and insight generation. In 2025, CallMiner added Outreach, an AI-based survey and customer-feedback platform, to Eureka, broadening its coverage of structured feedback and customer-listening programs. In June 2025, CallMiner acquired VOCALLS, an AI voicebot company. The acquisition added native conversational AI and interaction automation to CallMiner’s offering, together with real-language translation through LiveTranslate. This further extended the company’s direction from post-interaction analytics toward systems that can participate in, automate, translate, and evaluate customer interactions. CallMiner remains an active enterprise SaaS brand headquartered in Waltham, Massachusetts, with offices in the United Kingdom and Prague. Its overall business proposition combines conversation intelligence, artificial intelligence, customer-experience management, contact-center quality assurance, agent performance, feedback analysis, and automation for organizations with significant customer-communication volumes.

1. 2025Outreach added to Eureka

   CallMiner added an AI-based survey and customer-feedback capability to Eureka.

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2. 2025Acquisition of VOCALLS

   CallMiner acquired VOCALLS to add AI voicebots, conversational automation, and real-language translation capabilities.

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3. 2024CallMiner AI Assist added to Eureka

   The company added an agentic AI framework to its Eureka platform for contact-center assistance and workflow automation.

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4. 2023Technology integrations expand

   CallMiner announced integrations or collaborations involving Microsoft Azure Cognitive Services and Zoom.

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5. 2021Acquisition of OrecX

   CallMiner acquired OrecX to expand native call recording and transcription capabilities.

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6. 2019Goldman Sachs investment

   CallMiner received a major investment from Goldman Sachs as part of its financing history.

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7. 2002CallMiner is founded

   Jeff Gallino, Cliff LaCoursiere, and Kim Brown founded CallMiner to develop technology for customer-service and call-center analysis.

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Enterprise customer-experience automation and conversation intelligence for contact centers and organizations managing voice and digital customer interactions.

• CallMiner EurekaConversation intelligence and customer-experience automation

  Eureka is CallMiner’s core platform for analyzing voice and digital customer interactions. It applies artificial intelligence, transcription, and conversation analytics to identify customer concerns, sentiment, compliance issues, agent-performance patterns, and operational trends. The platform supports automated quality assurance, coaching, business intelligence, customer-feedback analysis, and contact-center workflow improvement.

• CallMiner AI AssistAgentic AI and contact-center assistance2024

  CallMiner AI Assist is an agentic AI framework added to Eureka in 2024. It is intended to support contact-center workflows by helping agents or automated systems use interaction intelligence more actively, moving the platform beyond passive analysis toward assistance and workflow automation.

• OutreachCustomer feedback and survey software2025

  Outreach is an AI-based survey and customer-feedback capability added to Eureka in 2025. It extends CallMiner’s customer-listening proposition by bringing structured feedback collection and analysis into the same broader environment used for conversation intelligence.

• OrecX capabilitiesCall recording and transcription

  OrecX’s call-recording software became part of CallMiner’s portfolio following the 2021 acquisition. The technology strengthened CallMiner’s native ability to capture and transcribe voice interactions for subsequent analytics and quality-management workflows.

• VOCALLS capabilitiesAI voicebots and conversational automation2025

  VOCALLS contributes AI voicebot and conversational-AI capabilities to CallMiner following the June 2025 acquisition. The addition supports automated customer interactions and expands CallMiner’s role from analyzing conversations to helping conduct them.

• LiveTranslateReal-language translation2025

  LiveTranslate is a real-language translation capability associated with the VOCALLS acquisition. It is intended to support multilingual conversational interactions and broaden the language coverage of CallMiner’s automation platform.

• 2025Add Outreach for customer feedbackProduct launch

  CallMiner sought to extend its customer-experience platform beyond analyzed conversations into structured feedback and survey programs.

  What changed. The company added Outreach, an AI-based survey and customer-feedback platform, to Eureka.

  Aftermath. Eureka’s scope expanded to include customer-feedback collection and analysis alongside conversation intelligence.

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• 2025Acquire VOCALLS for voicebot and conversational AI capabilitiesM&A

  CallMiner continued moving toward interaction automation and sought native capabilities for AI-driven voice conversations and multilingual experiences.

  What changed. In June 2025, CallMiner acquired VOCALLS, an AI voicebot company, adding conversational AI, interaction automation, and LiveTranslate.

  Aftermath. The acquisition broadened CallMiner’s platform from analyzing customer interactions to supporting automated voice interactions and real-language translation.

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• 2024Add agentic AI through CallMiner AI AssistProduct launch

  As contact centers adopted generative and agentic AI, CallMiner broadened Eureka from analytics and insight generation toward active assistance and workflow automation.

  What changed. CallMiner added CallMiner AI Assist to the Eureka platform.

  Aftermath. The platform gained an AI-assistance layer intended to support contact-center agents and automated systems.

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• 2021Acquire OrecX to strengthen native recordingM&A

  CallMiner’s analytics proposition depended on access to recorded and transcribed interactions. Acquiring OrecX provided a way to deepen the platform’s native recording and transcription capabilities.

  What changed. CallMiner acquired OrecX, a call-recording software company.

  Aftermath. The transaction expanded CallMiner’s contact-center technology stack and supported a more integrated path from interaction capture to analysis.

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• 2025CallMiner adds Outreach to Eureka

  CallMiner expanded Eureka with Outreach, an AI-based survey and customer-feedback capability.

  Product launch
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• 2025CallMiner acquires VOCALLS

  In June 2025, CallMiner acquired AI voicebot company VOCALLS, adding conversational AI, interaction automation, and real-language translation capabilities through LiveTranslate.

  M&AProduct generation
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• 2024CallMiner adds CallMiner AI Assist to Eureka

  CallMiner introduced an agentic AI framework within its Eureka platform to support contact-center workflows and assistance for agents and automated systems.

  Product launch
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• 2023CallMiner announces integrations with Microsoft Azure Cognitive Services and Zoom

  The company announced collaborations and integrations intended to connect its conversation intelligence and automation capabilities with major business and communications platforms.

  Other
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• 2021CallMiner acquires OrecX

  CallMiner acquired call-recording software company OrecX, expanding its native call-recording and transcription capabilities.

  M&A
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1. CallMiner
2. CallMiner official website