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Experience CallMiner’s AI-driven conversation intelligence and customer experience automation platform that listens, learns, and fuels continuous CX improvement. Capture every signal automatically, surface the root causes of friction, and close the loop between insights and action.
Scale and personalization are no longer mutually exclusive when it comes to delivering a great customer experience. By automating CX with omnichannel customer engagement automation and contact center process automation, you can measure every interaction and respond in real time, without losing the human touch. Eliminate time-consuming, manual tasks to allow agents to focus on higher-value, more relationship-building conversations that drive loyalty.
CX automation also ensures consistency across all channels. Automated CX applies the same data-driven logic to every interaction, improving accuracy and speed to drive customer satisfaction. Every customer gets the same quality of service, regardless of when or how they choose to engage.
Data drives the entire process. CX automation uses omnichannel data (voice, chat, email, SMS, web, etc.) and leverages AI to identify patterns, intent, and initiate actions in real time. With Eureka’s conversational AI for customer service, organizations gain a deeper understanding of context, sentiment, and emotion across every interaction. These insights power automated workflows that enhance performance, reduce costs, and deliver a faster, more proactive, and scalable way to improve CX.
Delivering an excellent customer experience starts with understanding every interaction, then acting on that insight automatically. CX automation unites data, intelligence, and action into a closed-loop workflow that continuously improves customer experiences across the organization.
CallMiner Eureka ingests 100% of customer interactions across voice, chat, email, surveys, and more, giving a complete view of every touchpoint. Centralizing interactions in one platform delivers full CX context, powering automation tools that connect journeys end-to-end and deliver insights across the enterprise.
Advanced AI detects sentiment, intent, emotion, and root cause in every channel, revealing what customers truly think and feel. CallMiner turns raw data into actionable intelligence, helping identify trends and friction points to boost satisfaction and loyalty.
Drive rapid improvements with real-time insights. Agents get prompts, coaching, and next-best-action recommendations for faster, more empathetic responses. Managers gain instant visibility into performance, enabling targeted coaching at the individual level.
Act instantly on insights. AI-driven workflows can trigger outreach, escalate issues, launch surveys, or integrate with virtual agents and translation tools. The result: a seamless, responsive CX delivered whenever and wherever customers need it — at scale and speed.
CallMiner has been mining data from billions of hours of customer conversations for over 20 years to drive automation that revolutionizes the way organizations interpret and act on customer experience. Rooted in world-class conversation intelligence, the CallMiner Eureka Platform connects every aspect of the customer journey, from listening and understanding to real-time action and engagement, to give CX leaders a reliable foundation for scaling personalization, elevating performance, and reducing operational expenses through automation.
Unlock insights from every conversation.
CallMiner Analyze automatically scores and analyzes 100% of your customer conversations across voice, chat, email, and digital channels. Eureka detects sentiment, emotion, and root cause to deliver the insights you need to drive opportunity and continuously improve CX at scale.
Turn insights into personalized performance improvements.
CallMiner Coach automates agent evaluation and development with AI-based scoring, performance tracking, and personalized feedback. Supervisors gain instant visibility into agent behaviors, while automated coaching workflows ensure every employee gets consistent, actionable guidance.
Empower agents when it matters most.
CallMiner RealTime delivers AI-based guidance, compliance alerts, and next-best-action prompts to agents during live interactions. Agents are empowered to instantly respond to customer sentiment and context, improving satisfaction and reducing churn, while increasing efficiency at the same time.
Automate follow-ups and proactive engagement.
CallMiner Outreach functions as proactive customer outreach software and AI outbound engagement technology that automatically responds to key customer moments. It closes the feedback loop and turns insights into action by triggering automated, personalized surveys, callbacks, and outreach campaigns. Organizations are empowered to automatically respond to key moments, creating more meaningful and lasting relationships.
Unify human and virtual customer experiences.
CallMiner OmniAgent delivers consistent, context-aware automation across live agents and virtual assistants, providing personalized service experiences across multiple channels. From phone calls to chat interactions, automation ensures customers receive fast, accurate, and personalized responses.
Break down language barriers in real time.
CallMiner LiveTranslate delivers multilingual, real-time conversation translation to support global audiences and automate translation workflows at scale while maintaining consistency and accuracy.
CX automation leverages AI, analytics, and intelligent workflows to deliver smarter, faster, and more scalable customer experiences without adding complexity. Automated analysis and feedback processes drive superior CX and agent productivity.
● Scale as your organization grows. Automate thousands of interactions, reducing manual review workloads. Automatically analyze 100% of conversations to scale visibility and insight without adding headcount.
● Respond faster and smarter. Real-time analysis and next-best action recommendations drive improved outcomes. Surface intent, emotion, and opportunity in the moment for agents to take the best action, fast.
● Improved quality and consistency. Enforce brand voice, eliminate variability, and ensure compliance. AI-powered automation standardizes evaluation and messaging across channels, allowing every agent to maintain brand consistency and compliance.
● Cost reduction and efficiency. Reduce hold times, handle time, and costly escalations. Automated workflows streamline processes, optimize resource utilization and performance, and help you resolve issues before they require human intervention.
● Enhanced personalization. Deliver more relevant and proactive interactions throughout the customer journey to meet customers where they are and create loyalty. With VoC and feedback collection automation, you can close the feedback loop faster and capture deeper insights across all channels.
● Better agent experience. Unburden agents from repetitive tasks and provide real-time support to improve performance. Automation handles routine tasks, freeing agents to focus on the conversations that truly matter. This leads to better agent engagement and lower attrition.
CX automation can be used to drive quantifiable impact at every point in the customer journey, from initial contact to post-call follow-up. From increased operational efficiency to personalization at scale and better outcomes, the CX automation use cases below demonstrate how CallMiner Eureka leverages automation to drive business results.
Power smart virtual agents that can automatically handle FAQs and transactions, recognize intent, and adapt to context and nuance in order to scale personalization and reduce dependence on live agents. Leverage AI-driven customer service automation and enterprise outbound call automation to manage routine inquiries efficiently.
Coach agents with real-time prompts, compliance alerts, and AI-driven recommendations that guide conversations live, in the moment, and help deliver improved customer outcomes.
Enable automated, AI-driven analysis of calls that can rapidly pinpoint coaching opportunities and deliver personalized, 1:1 feedback to agents, accelerating performance improvements across your contact center.
Integrate customer feedback automation to gather insights automatically. Automate proactive surveys, callbacks, or other follow-up actions based on conversation outcomes, risk scores, or sentiment to help you close the loop with customers and nurture relationships.
Communicate in real-time with customers in any language using automated translation to help global organizations deliver consistent, personalized customer experiences, no matter where they do business.
“Setting up CallMiner Eureka was incredibly easy, thanks to the tremendous support provided by the entire CallMiner team, making the setup process a breeze. One of the most significant advantages is that CallMiner has facilitated our transition from manual QA to automated QA, drastically increasing the volume of interactions we can audit in the same amount of time.” -- Crina P., Sr. Manager, Global Quality & Standards (Via G2)
“I find CallMiner Eureka invaluable for our operations as it robustly supports us in various areas, including QA automation, sales effectiveness, and monitoring customer experience trends while ensuring compliance through audits. This comprehensive suite of functionalities not only helps us streamline operations but also allows us to deliver smarter, more valuable solutions on behalf of our end clients, enhancing their satisfaction and outcomes. The solution's analysis capabilities are particularly useful, as they provide us with insights that drive improvements and efficiencies in our service delivery.” -- Verified User in Market Research (Via G2)
“One of the biggest reasons for evaluating a conversation analytics solution was getting away from surveying and focusing on utilizing the interactions we already have with customers. With conversations, you can take customer feedback in the moment – using it to improve CX measures, reduce friction points, and drive value props in a more effective and efficient way.” -- Robin Gomez, director of customer care innovation at Radial (Via Radial case study)
CallMiner has been the global leader in conversation and customer experience intelligence for over 20 years and is trusted by organizations across many industries, including financial services, retail, insurance, healthcare, travel, telecoms, and more. The CallMiner Eureka platform converts billions of hours of customer conversations into automated intelligence that drives measurable business impact.
Experience the full power of CX automation with CallMiner:
● Get Comprehensive AI Insights. Analyze sentiment, emotion, and intent across all channels, including voice, chat, email, and digital.
● Automate in Real-Time. Trigger workflows and in-the-moment, next-best-action guidance to improve experiences and lower churn.
● Break Down Silos with Omnichannel Intelligence. Break down silos by surfacing insights across departments and systems to enable a more consistent, personalized engagement at every touchpoint.
● Scale with Flexible Integrations. Scale faster with out-of-the-box connectors to CRMs, QA, business intelligence, and other systems.
● Continuous Learning and Support. From the CallMiner Learning Center — with on-demand webinars, case studies, podcasts, whitepapers, and more — to the CallMiner Customer Success team and CallMiner Community, customers have the resources they need to achieve ROI, build subject matter expertise, and drive innovation.
● Global Reach. Deliver intelligent CX automation to customers worldwide with multilingual transcription, redaction, and translation via LiveTranslate. CallMiner’s CX automation solutions empower enterprise teams to connect data, automate workflows, and deliver consistent, personalized engagement across every touchpoint.
With CallMiner Eureka, organizations go beyond conversation analysis, automating insight, action, and continuous improvement to deliver exceptional customer experiences at scale.
From data capture to real-time action, automation is redefining how companies deliver experience.
Connect every interaction, channel, and insight with CallMiner’s CX automation platform.
Chatbots and IVRs are effective at automating point solutions, but they lack the necessary context to provide personalized experiences or have a significant impact on an organization. CX automation is a platform that listens to and learns from all customer conversations, both individual and collective, then uses that to power chatbots, provide live agents with real-time guidance, trigger follow-up activities, and hunt for the true root cause of problems to give you a smarter, connected experience vs a point solution.
CX automation is designed to work in tandem with your agents. It handles repetitive tasks, automated analysis, and real-time guidance, which is work that frustrates agents and pushes them towards burnout. By providing the tools to guide agents through calls and freeing up their time, CX automation empowers agents to focus more time on high-value conversations, allowing them to demonstrate the empathy that both agents and customers crave. This results in lower burnout, increased performance, and happier agents.
Yes. CallMiner offers flexible integrations or out-of-the-box connectors for many of your current and most popular systems, including CRMs (such as Salesforce), quality assurance (QA) platforms, business intelligence (BI) tools, and workforce management tools.
