Conversation & speech analytics · CallMiner

CallMiner

Contact-centre conversation analytics that transcribes and scores 100% of agent calls for compliance, quality and sentiment.

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CallMiner (Eureka) is a contact-centre speech and text analytics platform bought by quality assurance, compliance and customer experience teams to review agent-customer interactions at scale. It transcribes calls, chats and emails, then applies scoring models to flag compliance risk, agent behaviour, sentiment and emerging customer issues across the full population of interactions rather than a sample. It is cloud-delivered and integrates with major contact-centre and CRM platforms to pull in call audio and case data automatically. CallMiner differs from marketing call-tracking tools (Invoca, CallRail) in that it analyses interactions already routed to agents for coaching and risk, rather than attributing inbound calls back to marketing campaigns. It is aimed at large, regulated contact centres rather than small-business phone teams.

At a glance

Vendor CallMiner
Pricing model Quote only
Free tier No
Deployment Cloud
Open source No
Best for Large regulated contact centres needing 100% call coverage for compliance and QA

Pricing

Enterprise contracts sized by seat count and call volume; CallMiner does not publish self-serve pricing.

Pricing has not been verified yet — see the vendor's site.

Features

  • Full-population call and text transcription
  • Compliance and script-adherence scoring
  • Sentiment and emotion detection
  • Agent coaching and scorecards
  • Root-cause and trend analysis across interactions
  • Real-time agent guidance
  • Category and topic auto-tagging

Integrations

Profile last reviewed September 21, 2026

Alternatives

Verint Enterprise customer-experience automation suite whose speech and text analytics scores agent calls for compliance and coaching. NICE CXone Cloud contact-centre platform whose built-in interaction analytics scores agent calls for quality, compliance and sentiment. Calabrio Workforce engagement suite for contact centres combining speech analytics, QA and workforce management. Observe.AI AI-native contact-centre platform that auto-scores every agent call for QA, coaching and compliance.

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Terms to know

Churn rate The share of customers or revenue a business loses over a given period. Net Promoter Score (NPS) A single-question survey score that gauges customer loyalty by asking how likely someone is to recommend a company. Speech analytics Software that transcribes and analyzes spoken audio, such as call center recordings, to extract sentiment, keywords, and compliance signals. Text analytics The techniques used to extract structured information and insight from unstructured text, from keyword counts to deep NLP.

Related guides

How to choose a conversation and speech analytics tool Marketing call-attribution tools and contact-centre QA suites both analyze calls, but they answer different questions and rarely substitute for each other. Speech and audio analytics, explained How spoken words and audio streams become structured data — transcription, diarization and what contact-centre and podcast analytics actually measure.