Sold by: CallMiner
Deployed on AWS
CallMiner supercharges business performance by harnessing AI to extract vital insights from customer interactions & feedback across all channels. By analyzing everything from contact center calls to surveys and online reviews, CallMiner empowers companies to enhance customer experiences, guiding frontline staff and alerting leadership to critical events, ensuring swift action and continuous improvement
4.5
Overview
CallMiner improves customer experience and business outcomes using AI to turn customer conversations and feedback into actionable insights. By analyzing interactions across channels, CallMiner empowers frontline teams to deliver exceptional service and sales performance, and provides managers and executives with real-time insights for informed decision making and immediate action. CallMiner integrates with Amazon Connect for access to call recordings, screen recordings, and messages and can optionally ingest transcriptions from Amazon transcribe maximizing the return on your current AWS investments.
Combining insights from contact center interactions with other sources of customer feedback, CallMiner supports a broad range of use cases, including the following;
Contact Center and Agent Performance: CallMiner drives efficiency by providing deep insights into contact drivers, channel preferences, and contact handling processes. It automates routine tasks, allowing agents to focus on higher-value interactions. Real-time guidance and suggestions, along with supervisor monitoring, enhance decision-making and customer engagement. Automated quality assurance and coaching ensure continuous agent performance feedback for exceptional customer experiences.
Customer Experience and Effort: CallMiner helps organizations understand what drives positive and negative customer experiences by analyzing customer interactions and feedback. Automated scoring predicts net promoter score and measures customer effort, loyalty, and other satisfaction indicators. Correlating these measures with customer groups, products, or other topics, combined with executive dashboards, journey mapping, and notifications, enables organizations to take action to improve customer experience.
Customer Retention: Insights from omni-channel interactions help identify at-risk customers and drive retention actions. CallMiner helps organizations understand the primary reasons customers stay or go, allowing for corrective action to increase lifetime value.
Complaints Management: CallMiner analyzes speech and text data from customer interactions to identify common complaints, notify response teams, analyze complaint sentiment, correlate to specific topics, measure resolution effectiveness, and identify training opportunities to improve complaint processes. This data-driven approach enables businesses to address issues more efficiently, improve customer satisfaction, maintain regulatory compliance, and protect their brand reputation.
Product Feedback: CallMiner provides product owners and managers with insights into customer challenges, wants, and needs. This information helps inform feature requests, safety concerns, and more, as input to roadmap prioritization. Tracking competitor mentions provides intelligence on threats and opportunities for improved market positioning.
Sales & Marketing Effectiveness: CallMiner improves sales and marketing effectiveness by providing valuable insights from interactions, feedback, and transactional data. These insights can be used to enhance coaching, optimize sales processes, track campaign mentions and metadata, personalize messaging, and improve customer segmentation. Marketing and revenue teams can drive improved results through data-driven decisions.
CallMiner achieves all of this with a comprehensive set of data integration and capture capabilities, deep search, agentic AI and AI-powered analytics tools, visually rich configurable dashboards, coaching applications and notification workflows, and real-time guidance and monitoring tools.
Highlights
- Deep Analytics Insight, Simplified through AI - CallMiner AI Assist provides a natural language interface to surface insights about your customer interactions and tackle key analytical tasks such as chart generation. Combined with semantic search and customizable rules for specific needs, CallMiner supports a broad range of use cases, accurate results, and deeper insights.
- Coaching Workflows - A pioneer in QM and performance feedback automation, CallMiner's coaching workflows, shaped by customer input, provide a comprehensive suite of capabilities bridging AI-guided manual QM to real-time agent guidance. The result is driving sustainable behavioral change for your front line.
- Customer Experience & Business Outcomes - Achieving business outcomes requires organizational awareness and closed-loop workflows to ensure the right insights reach the right people for action. CallMiner aggregates insights from complex customer interactions to simple feedback, providing a complete view of the customer's voice, supporting a broad range of business needs and use cases.
Details
Sold by
Delivery method
Deployed on AWS
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Features and programs
Financing for AWS Marketplace purchases
AWS Marketplace now accepts line of credit payments through the PNC Vendor Finance program. This program is available to select AWS customers in the US, excluding NV, NC, ND, TN, & VT.
Pricing
Pricing is based on the duration and terms of your contract with the vendor. This entitles you to a specified quantity of use for the contract duration. If you choose not to renew or replace your contract before it ends, access to these entitlements will expire.
Additional AWS infrastructure costs may apply. Use the AWS Pricing Calculator to estimate your infrastructure costs.
Dimension | Description | Cost/12 months |
|---|---|---|
Annual Recorded Hours | Licensing is based on an inventory of annual call recording hours to be analyzed, with a minimum of 60,000 hours, incrementing in 10,000 hour increments. Text interactions are given an hourly equivalent to support a single pool of inventory that can be used across channels. | $0.01 |
Agent Seats per Month | Licensing is based on named agents analyzed in the system. | $0.01 |
Dimensions summary
This listing offers two ways to license the platform, available through a private offer. The Annual Recorded Hours option prices by the volume of call recording hours you plan to analyze each year. It starts at 60,000 hours and increases in 10,000-hour steps. Text interactions convert to an hourly equivalent, so voice and text draw from one shared pool. The Agent Seats per Month option prices by the number of named agents analyzed in the system. You pick the model that matches how your usage scales, whether by interaction volume or agent count.
Top-of-mind questions for buyers
Each text interaction, such as chat, email, or SMS, converts to an hourly equivalent value. That value draws from the same inventory as voice recording hours. This lets you spend one shared pool across both voice and text channels instead of tracking separate allowances for each.
A seat maps to a named agent analyzed in the system. Counting is based on the individual agents whose interactions the platform evaluates, not on total interaction volume. Your cost scales with how many named agents you include, regardless of how many hours those agents talk.
Annual Recorded Hours meters the volume of interactions you analyze, sized in 10,000-hour steps from a 60,000-hour minimum. Agent Seats per Month meters your named agent count instead. Choose hours if volume drives your usage, or seats if a stable agent roster does.
www.callminer.com
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No refunds.
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Delivery details
Software as a Service (SaaS)
SaaS delivers cloud-based software applications directly to customers over the internet. You can access these applications through a subscription model. You will pay recurring monthly usage fees through your AWS bill, while AWS handles deployment and infrastructure management, ensuring scalability, reliability, and seamless integration with other AWS services.
Resources
Vendor resources
Support
Vendor support
Contact support at support@callminer.com .
AWS infrastructure support
AWS Support is a one-on-one, fast-response support channel that is staffed 24x7x365 with experienced and technical support engineers. The service helps customers of all sizes and technical abilities to successfully utilize the products and features provided by Amazon Web Services.
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Customer reviews
Hospital & Health Care
Endless Possibilities for Data Insights and Discovery
Reviewed on Jun 08, 2026
Review provided by G2
What do you like best about the product?
The endless possibilities of what you can do with the data are incredible. It’s a wealth of knowledge and offers endless opportunities for what you can achieve!
What do you dislike about the product?
I think it would be a neat feature if the system could highlight any duplicate syntax as I’m building it.
What problems is the product solving and how is that benefiting you?
Being able to identify trends based on issues we weren’t previously aware were occurring, including how often they happen and how significantly they impact the organization.
Information Technology and Services
Easy to Use, Feature-Complete, and Packed with Analysis Tools
Reviewed on Jun 03, 2026
Review provided by G2
What do you like best about the product?
It’s easy to use and very complete. It offers many positive features, such as analysis tools.
What do you dislike about the product?
Some filters are too strict, and when I try to duplicate a page to compare two filters, I end up having to create the second filter from scratch instead of just changing one thing.
What problems is the product solving and how is that benefiting you?
Call auditing and call findings help us gather more information and better understand the areas that need improvement.
Outsourcing/Offshoring
Quality Assessment at Scale That Uncovers Hidden Trends
Reviewed on May 12, 2026
Review provided by G2
What do you like best about the product?
Being able to assess quality at scale helps us spot and quantify trends we would never have noticed before.
What do you dislike about the product?
I’ve run into technical issues with integrations, and connecting with certain telephony or CRM providers can be challenging to resolve.
What problems is the product solving and how is that benefiting you?
We’ve been able to scale up our quality monitoring, identify trends more clearly, and contact drivers while quantifying far more than we ever could before. We’re also using it to better understand where we can improve, where we have gaps, and where we can grow.
Shaily D.
Promising Analytics with Need for Improved CRM Integration
Reviewed on May 02, 2026
Review provided by G2
What do you like best about the product?
I like CallMiner Eureka for its ease of navigation and interface features, which make it easy to understand. The operators are strong, and the AI assistance appears to be promising.
What do you dislike about the product?
Renaming categories and placing them in different folders is tedious. Also, integration with CRMs is what I would like to see.
What problems is the product solving and how is that benefiting you?
I use CallMiner Eureka for interaction analytics, which helps with top topic identification and identifying gaps in processes.
Phil M.
A Platform That Drives Actionable Insight
Reviewed on Apr 30, 2026
Review provided by G2
What do you like best about the product?
What I like most about CallMiner is the depth and quality of the data it provides. The insights I can obtain allow me to produce meaningful analysis that directly enables action to be taken across the operation, rather than just high‑level reporting. The platform performs well and offers a wide range of functionality that would be valuable for any contact centre, with a UI that is intuitive once embedded into day‑to‑day use and strong integration capabilities that support downstream reporting and analysis.
From a value perspective, the insight generated easily justifies the investment, and the support and onboarding experience has been strong. In terms of AI and intelligence, the analytics capabilities are particularly powerful. One feature I especially like is Coach, as it plays a key role in driving continuous improvements in call handling and supporting real behavioural change within the operation.
From a value perspective, the insight generated easily justifies the investment, and the support and onboarding experience has been strong. In terms of AI and intelligence, the analytics capabilities are particularly powerful. One feature I especially like is Coach, as it plays a key role in driving continuous improvements in call handling and supporting real behavioural change within the operation.
What do you dislike about the product?
One area where CallMiner is currently a bit behind is in parts of its AI capabilities, although it’s clear this is being addressed in upcoming platform updates. Also, while the newer API is a step in the right direction, it still lacks some helpful functionality—especially around advanced filtering and access to company-level usage data. These gaps don’t take away from the overall value of the platform, but closing them would further improve its flexibility and analytical potential.
What problems is the product solving and how is that benefiting you?
CallMiner Eureka helps solve the challenge of turning large volumes of unstructured conversation data into clear, actionable insights. It lets me understand what’s really happening across customer interactions at a scale that would be impossible to uncover manually. For me, this means I can make more data-driven decisions and support continuous improvement across the operation.