Why CallMiner?
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The modern call center captures more insight than any other part of the business. Every call reflects intent, effort, emotion, risk, and opportunity. Yet most organizations still rely on:
This results in:
AI-powered call center analytics from CallMiner changes that. By analyzing 100% of customer interactions, CallMiner Eureka converts raw conversation data into measurable intelligence to help you improve performance, reduce risk, and deliver better business outcomes.
Call centers manage thousands (or millions) of interactions each day. Each interaction directly affects customer loyalty, satisfaction, and brand perception.
Most call center teams work with the same challenges:
When insight is incomplete, improvement stalls. Too many missed signals means:
To compete, organizations need call center analytics that deliver full visibility, preserve real context, and turn insights into action as they happen.
CallMiner unifies call center analytics on a single AI-driven platform that consolidates, analyzes, and activates the insights hidden in every customer interaction.
With advanced speech analytics, natural language processing (NLP), and machine learning, CallMiner Eureka analyzes everything customers say, detects sentiment and intent, and exposes the causes of issues in real time across every conversation, not just a sample.
Teams get a clear view of performance and risk in real time. Decisions are faster. Intervention happens sooner. Improvements are multiplied across agents, processes, and customer experiences.
CallMiner Eureka delivers an end-to-end approach to call center analytics built around discovery, evaluation, and action, so insight moves from awareness to impact without delay.
1.Capture and transcribe - Record and transcribe calls using powerful speech analytics. 2.Analyze and classify - Use AI to uncover intent, emotion, compliance, and outcomes. 3.Score and measure - Benchmark performance against KPIs, QA standards, and CX objectives. 4.Surface insights and act - Deliver alerts, coaching, and recommendations where they drive impact. 5.Visualize and improve - Use dashboards to monitor trends and guide ongoing optimization.
Call center analytics should do more than report on activity. It should drive decisions. With complete visibility into 100% of customer conversations, CallMiner turns the contact center into a measurable engine for customer experience, efficiency, and growth.
CallMiner centralizes people, processes, and performance around the voice of the customer, turning everyday interactions into business outcomes you can see and improve.
CallMiner Eureka is purpose-built for organizations that rely on their call centers to deliver value.
As the leading conversation analytics platform, Eureka captures every interaction and transforms it into intelligence that drives better decisions and better outcomes.
With CallMiner Eureka, you get:
“CallMiner is a market leader when it comes to improving CX. We now have the data, skills and expertise to drive the insights our clients need, make informed decisions, and effectively coach our team.”
Daphnee Lysius-Dicette, Senior Product Manager, BPO division of NTT
Every call holds insight. Every insight drives opportunity.
Capture and analyze every conversation to improve performance, reduce risk, and enhance the customer experience with CallMiner call center analytics.
Call center analytics is the analysis of customer conversations to gain insight into performance, risk, and experience. It provides visibility into what customers are saying, how agents handle interactions, and which agent behaviors lead to desired outcomes (resolution, escalation, compliance, satisfaction, etc.) across the entire volume of interactions.
Traditional QA only scores a small sample of calls and is manual and subjective. AI-powered call center analytics automatically scores 100% of interactions, is consistent and objective, and detects sentiment and risk signals, identifying patterns that would otherwise go unnoticed with manual review alone.
CallMiner tracks quality and compliance metrics, agent behaviors, sentiment/emotion, handle time, escalation drivers, resolution effectiveness, policy adherence, call structure, and SLA compliance. By tracking these metrics, companies can identify new and emerging customer issues. Metrics can be tailored to fit specific operational, QA, and CX requirements.
CallMiner directly ties coaching to real conversations. Supervisors can flag specific behaviors, review and replay examples, and give focused feedback using objective data. This helps ensure consistent coaching, faster skill development, and measurable performance improvements.
CallMiner is built for fast deployment. Your team can be up and running, analyzing conversations and generating insight in weeks, not months, with no disruption to existing contact center operations.
Our call center’s continuous improvement process is anchored on CallMiner’s capabilities. Everything begins with speech analytics.
Business Analyst, Slimware Utilities
