Drive better outcomes with real-time guidance

CallMiner RealTime automatically notifies agents or supervisors based on customer interaction indicators. Customer behaviors are uncovered and used to drive action while a call is in progress to alter the course of an interaction and improve outcomes.

RealTime feature image

Always-ready guidance for agents at the most crucial moments

UI Alert Main

Real-time intelligence for proactive agility 

CallMiner RealTime delivers a level of proactivity that improves customer and agent experience. Dynamic insights help drive action to reduce customer issue escalations, resolve potential compliance risks, and recover from a negative customer interaction in real time.

Drive specific outcomes or alert management to issues in the moment

UIF Alert CXIntervention

In-the-moment CX intervention 

  • Identify at-risk customers in real time and take proactive steps to retain them
  • De-escalate emerging issues or automatically elevate to a supervisor to prevent formal complaints
  • Identify retention and upsell opportunities with dynamic suggestions 

UIF Alert OptimizeAgPerf

Optimize agent performance 

  • Direct agent attention with self-customizable alert thresholds
  • Provide agents next-best guidance in real time
  • Improve conversation response times and lower overall monitoring costs 

UIF Alert Compliance-Risk

Ensure compliance & mitigate risk 

  • Automatically redact sensitive audio, text and transcription data in real time
  • Identify legal and script compliance, including timing of required disclosures with immediate resolution guidance 
  • Real-time supervisor visibility for in-the-moment intervention  

Key Features

Alerts by category

Automated categorization allows for alert types customized for each kind of call to improve efficacy.

API-driven power

Integrate with existing agent desktops, CRM platforms, and other live monitoring applications.

Expands across the platform

Integrate with CallMiner Coach to monitor real-time alerts in the interface and with CallMiner Analyze for post-contact analysis using AI-powered scoring of transcribed audio.

Live insights

Contact center supervisors can deliver guidance via a desktop alert to agents during customer interactions. Customized insights address diverse situations, including compliance warnings or critical customer information.

Live listen

Authorized supervisors can listen in on agent conversations while they are happening. Used in conjunction with alerts, supervisors can step in and help agents as needed with personalized support.

Agent call for help

Agents can proactively ask a supervisor or authorized user for help during a customer interaction, such as when a customer makes a request for escalation.

Agent status

When an agent is online, a green icon will appear, allowing supervisors additional visibility, which is especially helpful for remote agents.


CallMiner lets us enable our agents with real-time guidance to draw attention to what’s actually happening. This helps us encourage and drive active listening skills, while also guiding the agent to take appropriate action.

Sabine Harrison

Contact Center Director, Kelsey-Seybold Clinic


CallMiner's leadership stems from its mastery of operational workflows.

The Forrester Wave: Conversation Intelligence for Customer Service, Q3 2023