CallMiner Named Best Conversational Intelligence Solution at the CX Awards 2025

CallMiner's AI innovation and proven platform execution recognized as key differentiators in the customer experience and contact center market

Waltham, Mass. – CallMiner, the leading provider of AI-powered conversation intelligence to improve customer experience (CX), was named the winner in the Best Conversational Intelligence Solution category at the CX Awards 2025. The recognition validates how CallMiner's innovative approach to artificial intelligence (AI) and automation empowers organizations to uncover insights across all customer interactions, transform CX and drive better business outcomes.

According to Finbarr Begley, Senior Analyst at Cavell, this year’s CX Awards evaluation focused on how solutions in the conversational intelligence category are going beyond basic functionality. He explained "...we've stepped beyond that realm of ticking the box on the technology…where's that interesting bit of AI that I haven't seen from anyone else, and where's the proof that it's actually working?"

The CX Awards judges considered market maturity, credibility, and innovative use of advanced technologies, as well as how vendors demonstrated clear differentiation and real customer impact. Begley continued, "I was thoroughly impressed by CallMiner and their innovative application of AI. Their claims were backed by compelling proof points, clearly demonstrating how the platform enhances both sales and service performance. The strength of their execution sets them apart. I'm confident in calling this a market-leading solution."

CallMiner leverages generative AI and agentic AI capabilities throughout its platform to improve workflows, enhance productivity, and drive business value. This includes:

• Human-AI collaboration: CallMiner’s agentic AI framework, AI Assist, makes it easier for users to uncover and take action on insights via natural language discovery. AI-generated visualizations and charts, automatic multilingual category creation, and other capabilities deliver a deeper understanding of conversations and accelerate time to value.
• Increased efficiency: By automating manual tasks, CallMiner streamlines workflows, enhances productivity, and helps users focus on more complex tasks. Actionable insights support data-driven decisions at every level, improving agent performance and customer outcomes.
• Faster time to insight: Organizations can quickly classify, search, and summarize interactions, surfacing critical patterns and trends, including those that might be previously unknown. This automation eliminates complexity and frees up resources to focus on strategic priorities like improving CX and driving growth.

“Today, AI is more than a nice to have. It’s a must have for CX leaders who are looking to differentiate themselves in the market. In fact, our annual CX Landscape Report reveals 87% of global CX leaders believe implementing generative AI is key for their customer service and CX teams,” said Jeff Gallino, CEO and founder at CallMiner. “Investing in the right technology solutions and partnering with the right vendors is critical to AI success. Being named Best Conversational Intelligence Solution by the CX Awards is proof that CallMiner is not only helping our customers adopt advanced AI technologies, but we’re helping them apply the technology in ways that drive impactful results and value.”

CallMiner continues to set the industry standard through sustained innovation and platform expansion. Earlier this year, CallMiner launched CallMiner Outreach, the industry’s first AI-powered customer feedback tool that triggers outreach based on specific interaction characteristics, combining insights from unsolicited interactions with solicited feedback for more intelligent, targeted surveys and customer engagement initiatives. Additionally, CallMiner recently announced its acquisition of voice-first conversation AI and automation platform, VOCALLS. The acquisition brings together native voice and text AI virtual agents with deep analytics to help organizations embrace customer service and CX automation, better understand what to automate, and identify areas of opportunity and improvement in automation workflows.

The CX Awards are organized by leading international news publication CX Today and celebrate those driving excellence in CX technology and innovation. The full list of the CX Award 2025 winners can be found here.