Today, we are proud to announce that CallMiner has been recognized as a Leader in The Forrester Wave™: Conversation Intelligence Solutions for Contact Centers, Q2 2025 report. We believe CallMiner’s placement is a testament to our commitment to helping customers realize value and ROI in the evolving conversation intelligence and customer experience (CX) landscape.

In today’s uncertain economic environment, organizations need vendors that can help them capitalize on the promise of artificial intelligence (AI) and keep up with the pace of innovation. This requires adopting solutions that enhance both customer and agent experiences in the contact center and beyond.

Within the current offering category, CallMiner received the highest score possible in seven criteria, including insights exploration, topic and behavior classification, signal extraction, coaching efficiency and effectiveness, and natural language interface. In the strategy category, CallMiner also received the highest scores possible in the vision, partner ecosystem, and adoption criteria.

We believe Forrester's evaluation underscores CallMiner’s ability to meet the key business challenges of today and the future, validates our cutting-edge platform, and affirms our dedication to pioneering the future of conversation intelligence.

Agentic AI: The new front line of contact centers and CX

CallMiner is at the forefront of AI advancements with our innovative agentic AI framework, anchored by our natural language interface, AI Assist. The CallMiner platform transforms how organizations interact with their customer data, pioneering a fundamental shift towards agentic capabilities and empowering users to ask complex questions for clear, actionable answers. We’re making it easier than ever for users to interrogate their data, uncover insights, and take the action needed to drive business improvements.

According to the Forrester report, “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. CallMiner builds on this strong foundation with its natural language interface “AI Assist,” the cornerstone of its new agentic AI framework.”

It's the combination of both foundational capabilities and generative and agentic AI that makes the CallMiner platform so powerful – by improving discovery through AI and human collaboration, organizations can truly accelerate time to insight and enhance productivity.

As our CEO and founder Jeff Gallino noted, "In an era where AI and automation is reshaping industries, I believe CallMiner stands alone as the go-to platform for organizations looking to embrace this technology responsibly and transform their contact center and CX initiatives. For us, this Forrester recognition energizes our commitment to relentless innovation and to helping our customers unlock profound, measurable value."

Enterprise vision: Using contact center insights for company-wide impact

With the rise in AI and automation tools, forward-thinking business leaders are recognizing contact center interactions as a powerful source for transformation across their organizations. CallMiner unlocks this data's strategic potential.

The Forrester report notes, "CallMiner has consistently championed contact center data as a pivotal catalyst for enterprisewide value," and its "vision sets its ambitions beyond contact center operations and on more strategic CX pastures." With CallMiner, organizations are empowered to leverage customer insights across departments – from product development and marketing to sales and executive decision-making.

Now more than ever, organizations need to think holistically. What’s happening in their contact centers shouldn’t stay there – and vice versa. Real value is realized when organizations break down siloes and share customer insights across departments and functions. According to the report, CallMiner “now finds a market ready to recognize this potential.”

As the report continues, CallMiner's "recent innovations and roadmap emphasize fostering deeper customer understanding and bridging the gap to actionable interventions." With CallMiner, organizations unlock valuable insights to fuel company-wide improvements.

To learn more about CallMiner's industry-leading capabilities, we invite you to view The Forrester Wave™: Conversation Intelligence Solutions for Contact Centers, Q2 2025 report 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.