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AI agents for support teams that resolve requests on chat, email and voice, triage tickets and score service quality.
CallMiner AI features, pricing and GDPR (October 2026)
Conversation intelligence for contact centers: analyzes all customer interactions, coaches agents live and runs voice agents with OmniAgent.
Contact for pricing
Pricing: Contact for pricing
The vendor's website shows no prices; quotes come through a demo request. As of October 2026.
What is CallMiner?
CallMiner is a US vendor of conversation intelligence software for contact centers. It captures calls, chats and emails, analyzes them with AI, supports agents with coaching and live guidance, and offers voice virtual agents for automated conversations.
CallMiner was founded in 2002 in Cape Coral, Florida, and its privacy policy gives headquarters in Waltham, Massachusetts. The platform covers recording and screen capture, automatic redaction of sensitive data, the Eureka analytics engine with scoring, categories and dashboards, Coach for agent feedback, RealTime for live alerts, Outreach for proactive contact, and OmniAgent for virtual agents. It analyzes voice and digital channels and connects to contact center and CRM systems. The vendor names technology, telecom, retail, financial services, healthcare and travel as its industries.
CallMiner AI features and use cases
- Analyzes every interactionAI classifies and summarizes calls, chats and emails, tags sentiment and emotion, and maps customer journeys. Analysts can ask questions in natural language and use prebuilt or custom classifiers, which replaces building complex categories by hand and speeds up root-cause work.
- Scores and coaches agentsCoach auto-scores interactions against manual or automated criteria, including script and legal compliance, and surfaces coaching moments with audio examples. Supervisors cover far more interactions than manual sampling allows, though the same scoring evaluates individual employees.
- Guides agents during live callsRealTime watches interactions in progress and sends alerts or next-best-action hints, and agents can ask AI for answers drawn from the conversation and the knowledge base. Supervisors see issues while a call is still running and can step in.
- Automates conversationsOmniAgent runs voice-optimized virtual agents for inbound and outbound flows such as authentication, FAQs, routing, collections and surveys. It uses conversation data to refine dialogue flows and connects to CRM and contact center systems for personalized replies.
What sets CallMiner apart
- Combines analysis of all interactions with automation: the same conversation data feeds coaching, live guidance and virtual agents.
- Automatic redaction of sensitive audio, text and transcripts, including in real time.
- Security page names SOC 2 Type II, ISO/IEC 27001:2022, HITRUST CSF and PCI DSS, audited by an independent third party.
- Servers and systems are located in the UK, the EEA, Australia, Canada and the United States, according to the privacy policy.
Where CallMiner is strongest
United States Available internationally
According to its privacy policy, CallMiner, Inc. is headquartered in Waltham, Massachusetts, and the company was founded in Florida in 2002. That documents the United States as its home market.
Questions to ask before you buy CallMiner
Prices are not published, so request a quote. Coach and RealTime score and alert on individual agents, and the vendor describes auto-scoring of agent empathy and emotion. Emotion recognition of employees at work is prohibited under the EU AI Act, and performance scoring is high-risk from December 2, 2027; in the US, call recording consent rules vary by state. Clarify settings and a data processing agreement first.
Using CallMiner in the EU: GDPR and AI Act
- Data locationMultiple regions, EU region available (according to the vendor). Hosting regions: United States, Canada, United Kingdom, Australia, EU.
- Data processing agreementNot published by the vendor: ask for one (Art. 28 GDPR).
- EU AI ActCheck whether the AI prepares decisions about people. If not, the high-risk rules usually do not apply. The high-risk obligations apply from December 2, 2027 (Digital Omnibus).
General information with sources, not legal advice.
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Questions about CallMiner
Does CallMiner publish prices?
No. The website offers demo requests and no prices, and the pricing address redirected away at our check in October 2026. Ask the vendor for a quote, as scope depends on channels and modules such as Eureka, Coach, RealTime and OmniAgent.
Which certifications does CallMiner name?
The security page names SOC 2 Type II, ISO/IEC 27001:2022, HITRUST CSF and PCI DSS, plus a FISMA audit. It states that an independent third party, KirkpatrickPrice, tests these controls.
Can CallMiner be used in the EU?
The privacy policy lists servers in the EEA and the UK as well as Australia, Canada and the United States, and names an EU representative for data protection matters. Which region hosts your data is a contract question, so confirm it with the vendor in writing.
CallMiner update historyno updates yet
No changes recorded for CallMiner yet.
Changes the vendor made and confirmed user reports, each checked against the vendor's own pages. We review every tool monthly.
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