CallMiner, Inc.

CallMiner, Inc. is a U. S. -based company that specializes in conversation intelligence and automation software, enhancing customer experience across multiple industries through advanced analytics.

Founded in 2002 and headquartered in Waltham, US, CallMiner, Inc. develops software solutions that focus on understanding customer interactions. The company has not undergone significant operational changes and has raised a total of USD 75 mn over several funding rounds, with the latest being a Series E round on December 16, 2019, led by Goldman Sachs Merchant Banking Division at a current valuation of USD 227. 622 mn.

CallMiner specializes in conversation intelligence and automation software designed to enhance customer experience (CX) across various industries. The company's flagship offering, the CallMiner Eureka Platform, captures, analyzes, and automates omnichannel customer interactions, including audio, surveys, and screen recordings. This platform leverages advanced artificial intelligence to generate actionable insights from 100% of interactions, helping organizations understand customer needs and improve agent performance. Target end users include businesses in sectors such as technology, retail, financial services, healthcare, travel, and hospitality, with notable clients among leading brands in these industries.

CallMiner's products are marketed primarily in North America, Europe, and Asia-Pacific, showcasing the company's commitment to addressing global market demands. CallMiner generates revenue primarily through a subscription model, offering tiered pricing plans for its software solutions tailored to the specific needs of businesses. Clients typically enter into annual contracts that grant access to the CallMiner Eureka Platform and associated services, which can include data analytics, coaching tools for agents, and compliance solutions. The transaction structure is designed to facilitate long-term partnerships with organizations looking to leverage AI-driven insights for operational improvement.

Specific services offered, such as advanced analytics and fraud detection tools, are integral to enhancing client interactions and driving efficiency. The company's pricing structure aligns with the complexity and scale of the solutions provided, allowing clients to adjust their commitments based on growth and evolving requirements. In December 2019, CallMiner, Inc. raised USD 75 mn in Series E funding from Goldman Sachs Asset Management.

The company will use the funding to accelerate its go-to-market plans and expand use cases for its industry-leading analytics platform, Eureka. Future plans include introducing new products designed to enhance customer experience and expanding into additional markets in North America and Europe.