Q2 2025 has been a busy quarter for CallMiner. Among other important product development work, we’ve spent significant time and effort over the last few months enhancing our security controls. As AI technology has continued to evolve, so have the industry regulations and standards intended to govern it, so many of our recent updates have focused on helping organizations more effectively embrace security and compliance measures. We know AI governance is critically important, and CallMiner continues to lead the way in combining both AI innovation and AI security.

But that wasn’t all that happened in Q2. Following the launch of CallMiner Outreach in Q1, we’ve continued to significantly enhance the product, staying focused on delivering valuable analytics and improving organizations’ CX initiatives. We also announced our acquisition of VOCALLS at our annual international customer conference, LISTEN UK, in the same week that we were named a leader in The Forrester Wave: Conversation Intelligence Solutions for Contact Centers, Q2 2025. It's safe to say we ended the first half of the year with a bang – and I believe these milestones are further proof of our industry-leading platform and our differentiated vision for the future.

I’m excited about all that’s to come during the remainder of the year, including continuing to deliver tools and solutions that meet the business needs of our customers. Read on for more.

Data privacy and compliance updates

As I mentioned, evolving regulations – particularly around the governance of AI – have changed how organizations approach adopting technology, ensuring data privacy and more. Through it all, CallMiner has remained committed to helping our customers navigate these changes.

Some of our recent platform updates include:

• New optional controls that streamline the ability to restrict recipients who can access reports and data, including requiring logins when accessing report links, via opt-in functions, improving security.
• Users’ ability to decide whether they generate biometric-based emotion measurements (e.g. voice agitation or stress) within interactions – including hiding agitation and stress metadata fields from the admin UI when this feature is disabled – helping to comply with emerging AI regulations and improve AI governance.
• Controls that meet voiceprint retention rules, helping organizations abide by specific regulations that require the deletion of this data after a certain period of time.
• Redaction capabilities within Screen Record to blur agent screens for the duration of an audio trigger. Redaction is configurable with a buffer, and multiple redaction indicators in a row will continually blur the screen.

Expanded CallMiner RealTime capabilities and integrations

We know that CallMiner RealTime is an important product for many of our customer’s conversation intelligence programs, and over the last quarter, we have delivered significant enhancements to the solution’s capabilities.

This includes being able to push AI summaries into CRM systems in real time and expanding our integrations to make it easier for customers to capture real-time audio streams based on their preferred CCaaS and conferencing platforms.

Updated Notifications functionality and permissions

Notifications have become an integral part of many of our customers’ workflows, helping to inform internal stakeholders of important information, events and more. Updated permissions and options now make it easier to configure requirements related to user authentication, as well as create alerts related to contact reports that help users take quick action on contacts that might need attention.

If the first half of the year is any indication, CallMiner is on track for a landmark 2025. I look forward to sharing more of our innovations with you, as we stay focused on delivering the industry’s leading conversation intelligence and automation platform.