CallMiner


CallMiner is a Massachusetts-based software company that develops speech analytics and interaction analytics software. It was founded in 2002 and is headquartered in Waltham, MA with offices in Fort Myers, FL, Boston, MA, and the United Kingdom. The company uses Artificial Intelligence to extract insight from the conversations that occur between businesses and their customers, typically through the contact center. These conversations can be voice-based and occur over the phone, or text-based and occur over digital mediums such as online, chat, email, social media messaging, and more. As of December 2019, CallMiner has raised six rounds of venture funding. Its largest and latest investment was 2019’s funding from GS Growth, an investment unit of Goldman Sachs.[1][2] [3]

CallMiner
TypePrivate
IndustrySoftware
Founded2002
Headquarters
Waltham, Massachusetts
Key people
Paul Bernard, President and CEO
Jeff Gallino, Founder and CTO
Adam Walton, COO
Robert Lane, CFO
ProductsSpeech Analytics
Websitecallminer.com

History

CallMiner was founded in 2002 by Jeff Gallino, Cliff LaCoursiere and Kim Brown.[4] The company develops technology for Customer service and call centers with a focus on improving contact center performance and gathering key business intelligence through analysis of contacts across companies’ communication channels.[5][6][7] As of September 2017, CallMiner has raised 5 rounds of funding from 7 investors, beginning with a $2 million Series A round in August 2004, with Inflexion Partners leading the round. Most recently, the company raised $6 million in venture capital in January 2016. In addition to Inflexion Capital, other investors include Florida Growth Fund, In-Q-Tel, Intersouth Partners, NewSpring Capital, Sigma Partners and Village Ventures.[8][9]

On 10 August 2020, CallMiner announced a partnership with Intradiem. The new alliance helps contact centers to increase the bar for customer loyalty and employee quality control by activating smart behavior from voice and text communications automatically.[10]

Products

CallMiner’s product offering consists of CallMiner Eureka, the company’s core analytics platform providing speech and text analytics for customer interactions, as well as several applications that work on top of the core platform including the following:[11][12][13]

  • Analyze - Analyst workbench for searching, categorizing, and scoring conversations across all customer communication channels.
  • Visualize - Graphical data exploration, discovery, and presentation powered by Tableau. Offered as an integrated add-on to Analyze.
  • Coach - An automated agent performance management and feedback solution, providing performance scoring results directly to supervisors and agents, and enabling coaching workflow.
  • Alert - A call center automated monitoring solution that monitors in-progress calls to detect specific language and acoustic characteristics, and then provides prompts to agents[11] and supervisors while the call is still ongoing. Alert also offers analytics via a real-time API for integrating data and alerts into third party applications.
  • Redact - A stand-alone product for removing sensitive payment and card holder data from call recordings, either in batch or real-time.
  • Capture - Acquires contact center audio in real-time specifically for speech analytics.
  • API – Provides programmatic access to applications for submitting data for analysis, extracting data, and conducting queries or system.

Awards
  • CallMiner named a Leader in The Forrester New Wave™: AI-Fueled Speech Analytics Solutions, Q2 2018 - 2018[14]
  • Top 10 Contact Centre Technologies of 2017 – 2017
  • 2016 PACE Technovation Award - 2016[15]
  • 2009 Product of the Year Award from Technology Marketing Corporation’s Customer Interaction Solutions magazine – 2009
  • Customer Interaction Solutions 2007 Speech Technology Excellence Award - 2007[16]

References
  1. "CallMiner gets another $3M for call center optimization tech". www.bizjournals.com. Retrieved 2017-11-06.
  2. "Call mining gets a boost". Highbeam. 2005-03-28. Archived from the original on 2017-11-07.
  3. {{Cite journal|date=2020-01-30|title=CallMiner Achieves 30% Compound Annual Growth Rate as Demand for Speech and Customer Interaction Analytics Surges |url=https://martechseries.com/analytics/callminer-achieves-30-compound-annual-growth-rate-demand-speech-customer-interaction-analytics-surges/|
  4. "VC firm Sigma Partners invests in CallMiner Speech Analytics". www.vcgate.com. Retrieved 2017-11-06.
  5. "How CallMiner uses analytics to secure customer data and ensure PCI compliance". TechRepublic. Retrieved 2017-11-06.
  6. "Callminer voice technology joins with Clarabridge.(CRM)". Highbeam. 2007-11-05. Archived from the original on 2017-11-07.
  7. "CallMiner reduces hardware for speech analytics.(SPEECH-WORLD[TM])(Brief article)". Highbeam. 2006-03-01. Archived from the original on 2017-11-07.
  8. "CallMiner Raises $16M in Funding". FinSMEs. 2015-09-15. Retrieved 2017-11-06.
  9. "CallMiner Raises $12M". Venturefizz. Retrieved 2017-11-13.
  10. "CallMiner and Intradiem Announce Partnership to Take Action on Behavioral Insight in Contact Centers". GlobeNewswire. 10 August 2020. Retrieved 2 September 2020.
  11. "QUALITY MONITORING". Highbeam. Archived from the original on 2017-11-13. Retrieved 2017-11-13.
  12. "Voxbone use Speech Analytics with CallMiner". financial-news.co.uk. Retrieved 2017-11-13.
  13. {{Cite journal|date=2019-03-19|CallMiner Announces 2 New Products: Capture and Visualize|url=https://callminer.com/blog/callminer-announces-2-new-products-capture-and-visualize/%7C
  14. "CallMiner named a Leader in The Forrester New Wave™: AI-Fueled Speech Analytics Solutions, Q2 2018". Forrester. 2018-06-22. Retrieved 2018-06-22.
  15. "CallMiner Wins 2016 PACE Technovation Award". Yahoo Finance. 2016-04-13. Retrieved 2017-11-22.
  16. "The 2007 Customer Interaction Solutions product of the Year Awards, Part One.(CALL CENTER TECHNOLOGY)". Highbeam. 2005-03-28. Archived from the original on 2017-11-07.
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