CallMiner

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

History

CallMiner was founded in 2002 by Jeff Gallino, Cliff LaCoursiere and Kim Brown. 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. 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.