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Conversation analytics provides business insights that lead to better patient outcomes for the professionals in the healthcare industry.
Make your telecom and communications teams stand out from the crowd and better understand your customers with conversation analytics software.
Take your omnichannel retail and eccommerce sales and customer experience to new heights with conversation analytics for deep customer insights.
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Increase revenue while supporting customers in the tightly monitored and high-risk collections industry with conversation analytics.
Conversation analytics makes it possible to understand and serve insurance customers by mining 100% of contact center interactions.
Conversation analytics can help energy and utilities companies enhance customer experience and remain compliant to industry regulations.
Adopting cutting edge technology, like AI-powered analytics, means BPOs can help clients better understand customer interactions and drive value.
Drive CX, loyalty and brand reputation for your travel and hospitality organization with conversation intelligence.
December 16, 2019
This funding will enable CallMiner to help more organizations drive significant improvements in business performance, creating a better customer experience and greater brand loyalty CallMiner, the leading provider of AI-fueled speech and customer interaction analytics, has closed a $75 million investment round from Goldman Sachs. CallMiner will leverage the funding to accelerate go-to-market plans and use case expansion for its industry-leading analytics platform, Eureka.
“Customer intelligence is critical for organizations to compete effectively in today’s environment of rapid change and digital advancement. Success requires understanding what your customers and contact center agents say, mean and how they feel – and leveraging that insight to fundamentally change the way you operate and perform,” said Paul Bernard,
president and CEO of CallMiner. “We are revolutionizing the way brands and people interact and conduct business – and it all starts with AI-driven customer insights and intelligence. The investment from Goldman Sachs – a preeminent technology investor – is a significant milestone and we are thrilled to have them as a partner on this journey.”
CallMiner continues to experience exponential growth across its universe of over 400 customers including some of the world’s largest brands, financial institutions, communications companies, and business process outsourcers. The company pioneered the speech analytics industry in 2002, and today analyzes over 2 trillion words annually across all forms of customer interactions including calls, chats, emails, surveys and texts. Market demand has grown rapidly both inside the contact center and beyond, with business and performance applications across sales, marketing, customer experience (CX), security, compliance and automation.
“The convergence of customer interaction analytics and customer experience creates a
significant market opportunity,” said Holger Staude of Goldman Sachs Growth. “Backed by a strong management team, CallMiner is well positioned to transform the way organizations operate. We look forward to partnering with their team and supporting their continued growth and success.” Staude will join CallMiner’s board of directors.
CallMiner plans to leverage the funding to continue acceleration of new business applications, channel partner integration and development, international expansion, and platform innovation and capabilities.
Cowen served as exclusive financial advisor to CallMiner in connection with the transaction. DLA Piper acted as legal counsel.
Founded in 1869, The Goldman Sachs Group, Inc. is a leading global investment banking, securities and investment management firm. Goldman Sachs Merchant Banking Division (MBD) is the primary center for the firm’s long-term principal investing activity. MBD is one of the leading private capital investors in the world with investments across growth equity, private equity, infrastructure, private debt, and real estate.Back to Press Releases
CallMiner is the global leader in conversation analytics to drive business performance improvement. Powered by artificial intelligence and machine learning, CallMiner delivers the industry’s most comprehensive platform to analyze omnichannel customer interactions at scale, allowing organizations to interpret sentiment and identify patterns to reveal deep understanding from every conversation. By connecting the dots between insights and action, CallMiner enables companies to identify areas of opportunity to drive business improvement, growth and transformational change more effectively than ever before. CallMiner is trusted by the world’s leading organizations across retail, financial services, healthcare and insurance, travel and hospitality, and more.