CallMiner
CallMiner is a customer-experience automation software company that applies artificial intelligence to voice and digital customer interactions.
Last updated August 31, 2026
AI crawler reads
No AI crawler has read this profile since Oct 28, 2026.
Overview
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.
History
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.
- 2025
Outreach added to Eureka
[1]CallMiner added an AI-based survey and customer-feedback capability to Eureka.
- 2025
Acquisition of VOCALLS
[1]CallMiner acquired VOCALLS to add AI voicebots, conversational automation, and real-language translation capabilities.
- 2024
CallMiner AI Assist added to Eureka
[1]The company added an agentic AI framework to its Eureka platform for contact-center assistance and workflow automation.
- 2023
Technology integrations expand
[1]CallMiner announced integrations or collaborations involving Microsoft Azure Cognitive Services and Zoom.
- 2021
Acquisition of OrecX
[1]CallMiner acquired OrecX to expand native call recording and transcription capabilities.
- 2019
Goldman Sachs investment
[1]CallMiner received a major investment from Goldman Sachs as part of its financing history.
- 2002
CallMiner is founded
[1]Jeff Gallino, Cliff LaCoursiere, and Kim Brown founded CallMiner to develop technology for customer-service and call-center analysis.
Products and positioning
Enterprise customer-experience automation and conversation intelligence for contact centers and organizations managing voice and digital customer interactions.
Conversation intelligence and customer-experience automation
CallMiner Eureka
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.
Agentic AI and contact-center assistance · 2024
CallMiner AI Assist
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.
Customer feedback and survey software · 2025
Outreach
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.
Call recording and transcription
OrecX capabilities
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.
AI voicebots and conversational automation · 2025
VOCALLS capabilities
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.
Real-language translation · 2025
LiveTranslate
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.
Brand decisions
2025
Add Outreach for customer feedbackProduct launchBackground
CallMiner sought to extend its customer-experience platform beyond analyzed conversations into structured feedback and survey programs.
Action taken
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.
2025
Acquire VOCALLS for voicebot and conversational AI capabilitiesM&ABackground
CallMiner continued moving toward interaction automation and sought native capabilities for AI-driven voice conversations and multilingual experiences.
Action taken
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.
2024
Add agentic AI through CallMiner AI AssistProduct launchBackground
As contact centers adopted generative and agentic AI, CallMiner broadened Eureka from analytics and insight generation toward active assistance and workflow automation.
Action taken
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.
2021
Acquire OrecX to strengthen native recordingM&ABackground
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.
Action taken
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.
Recent events
Jacada and CallMiner announce technology partnership[3]
Reported:
Jacada announced a strategic technology partnership with CallMiner, combining CallMiner’s Eureka platform with Jacada’s Interact low-code automation platform for real-time agent assistance and automation solutions.
CallMiner announces the Continuum Maturity Model[4]
Reported:
CallMiner announced the release of the Continuum Maturity Model, a framework for organisations to assess their use of engagement analytics and identify steps to improve maturity across people, process, and technology.
CallMiner launches Coronavirus Customer Think Tank[5]
Reported:
CallMiner launched its Coronavirus Customer Think Tank in March as a peer community for contact centre and speech analytics leaders to share operational and service-related best practices and ask questions.
Sources5 sources
Cite this profile: Cite the canonical profile. /brand-wiki/callminer · Editorial policy · How profiles are compiled