Company:CallMiner

From HandWiki
CallMiner
TypePrivate
IndustrySoftware
Founded2002
Headquarters
Waltham, Massachusetts
Key people
Jeff Gallino, Founder and CEO[1]
Jonathan Ranger,[2] Chief Customer Officer
Robert Lane, CFO
Ben Miele,[3] Chief Revenue Officer
ProductsSpeech Analytics
Virtual Agents
Customer experience automation
Number of employees
267 (2021)[4]
Websitecallminer.com

CallMiner is a Massachusetts-based customer experience (CX) automation software company. Founded in 2002, it is headquartered in Waltham, Massachusetts with offices in the United Kingdom and Prague.[5]

CallMiner develops software that uses artificial intelligence to analyze conversations between businesses and their customers. These interactions may be voice-based and occur over the phone, or text-based and occur over digital channels such as online reviews, chat, surveys, email, social media messaging, and more. Organizations use the resulting insights to improve automation, operational efficiency, and agent performance.[6]

History

CallMiner was founded in 2002 by Jeff Gallino, Cliff LaCoursiere and Kim Brown.[7] The company develops technology for Customer service and call centers with a focus on improving contact center performance, customer experience, monitoring human and AI agents, automated quality assurance, and gathering key business intelligence. Analysis and automation of contacts across companies’ communication channels enhance accuracy and performance, and deliver better customer outcomes.[8][9][10] CallMiner has raised multiple rounds of funding from investors such as NewSpring Capital and In-Q-Tel, including a $75 million investment from Goldman Sachs in 2019.[11][12][13][14][15]

CallMiner’s Eureka platform uses artificial intelligence to analyze customer interactions to identify insights and to automate various contact center workflows.[16] The company’s agentic AI framework, CallMiner AI Assist, was added to the platform in 2024.[17] In 2025, CallMiner added Outreach, an AI-based survey and customer feedback platform, to Eureka.[18]

CallMiner acquired call recording software company OrecX in 2021, expanding its native call recording and transcription capabilities.[19] In June 2025, CallMiner acquired AI voicebot company VOCALLS, adding native conversational AI and interaction automation, and real-language translation via LiveTranslate to its platform.[20][21]

CallMiner collaborates and integrates with a range of contact center and technology providers, including Microsoft Azure Cognitive Services and Zoom, announced in 2023. These partnerships support the integration of CallMiner's automation and conversation intelligence into other major business platforms.[22] CallMiner also has an app marketplace for product extensions and partner apps and services.[23]

References

  1. ↑ "Our Leaders CallMiner". https://callminer.com/our-company/leadership. 
  2. ↑ "CallMiner Appoints Jonathan Ranger as Chief Customer Officer". https://callminer.com/news/press-releases/callminer-appoints-jonathan-ranger-as-chief-customer-officer. 
  3. ↑ "CallMiner Names Benedetto A. Miele as Chief Revenue Officer". https://callminer.com/news/press-releases/callminer-names-benedetto-a-miele-as-chief-revenue-officer. 
  4. ↑ "Top 40 large employers in Massachusetts for 2021 - The Boston Globe". https://www.bostonglobe.com/2021/12/01/magazine/top-40-large-employers-massachusetts-2021/. 
  5. ↑ FinSMEs (2025-06-03). "CallMiner Acquires VOCALLS" (in en-US). https://www.finsmes.com/2025/06/callminer-acquires-vocalls.html. 
  6. ↑ Iansek, Peter (2023-12-20). "CallMiner Review & Alternatives [2023"]. https://www.operativeintelligence.com/blog/callminer-review. 
  7. ↑ "VC firm Sigma Partners invests in CallMiner Speech Analytics". http://www.vcgate.com/VC-firm-Sigma-Partners-invests-in-CallMiner-Speech-Analytics.asp. 
  8. ↑ "How CallMiner uses analytics to secure customer data and ensure PCI compliance" (in en). TechRepublic. https://www.techrepublic.com/article/how-callminer-uses-analytics-to-secure-customer-data-and-ensure-pci-compliance/. 
  9. ↑ "Callminer voice technology joins with Clarabridge.(CRM)". DM News. 2007-11-05. https://www.highbeam.com/doc/1G1-171540602.html. 
  10. ↑ "CallMiner reduces hardware for speech analytics.(SPEECH-WORLD[TM)(Brief article)"]. Customer Interaction Solutions. 2006-03-01. https://www.highbeam.com/doc/1G1-144567808.html. 
  11. ↑ "Speech analytics company raises ‘biggest round yet’ from Goldman Sachs" (in en-US). 2019-12-17. https://www.bizjournals.com/boston/news/2019/12/17/speech-analytics-company-raises-biggest-round-yet.html. 
  12. ↑ "CallMiner Raises $16M in Funding" (in en-US). FinSMEs. 2015-09-15. http://www.finsmes.com/2015/09/callminer-raises-16m-funding.html. 
  13. ↑ "CallMiner Raises $12M" (in en-US). Venturefizz. https://venturefizz.com/deals/callminer-raises-12m. 
  14. ↑ "CallMiner gets another $3M for call center optimization tech". https://www.bizjournals.com/boston/news/2016/12/30/callminer-gets-another-3m-for-call-center.html. 
  15. ↑ "Call mining gets a boost.". Network World. 2005-03-28. https://www.highbeam.com/doc/1G1-130967908.html. 
  16. ↑ Critic, C. M. S. (2025-03-25). "Survey Says? CallMiner Rings the CX Bell with New AI-Powered Customer Feedback" (in en). https://cmscritic.com/survey-says-callminer-rings-the-cx-bell-with-new-ai-powered-customer-feedback. 
  17. ↑ "A New Conversation: CallMiner Adds Enhanced GenAI Capabilities" (in en). https://www.genaitoday.ai/topics/genai-today/articles/460988-new-conversation-callminer-adds-enhanced-genai-capabilities.htm. 
  18. ↑ "CallMiner Outreach Brings AI Insight to Customer Feedback" (in en-US). 2025-05-13. https://www.crmbuyer.com/story/callminer-outreach-brings-ai-insight-to-customer-feedback-177473.html. 
  19. ↑ Read, Carly (2021-10-19). "CallMiner Acquires Machine Learning Provider OrecX" (in en-GB). https://www.cxtoday.com/contact-center/callminer-acquires-machine-learning-provider-orecx/. 
  20. ↑ Warfel, Hannah (10 October 2025). "No Jitter Roll: Qualtrics to Acquire Press Ganey Forsta". https://www.nojitter.com/ai-automation/no-jitter-roll-qualtrics-to-acquire-press-ganey-forsta. 
  21. ↑ Hawley, Michelle. "CallMiner’s VOCALLS Integration Sets New Benchmark for AI‑Powered CX" (in en). https://www.vktr.com/ai-market/why-callminers-vocalls-integration-sets-a-new-benchmark-for-ai-powered-cx/. 
  22. ↑ Mitchell, Charlie (2022-11-14). "Zoom Announces Several Partnerships to Strengthen Its CCaaS Platform" (in en-GB). https://www.cxtoday.com/contact-center/zoom-announces-partnerships-strengthen-ccaas-platform/. 
  23. ↑ Devlin, Kieran (2024-07-16). "CallMiner Enhances Call Interactions And Summaries With Gen AI" (in en-GB). https://www.uctoday.com/unified-communications/callminer-enhances-call-interactions-and-summaries-with-gen-ai/. 



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