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CallMiner Eureka
Waltham, Massachusetts, United States
What it is
CallMiner Eureka is a paid conversation-intelligence platform that analyzes customer interactions across voice and digital channels. It examines customer journeys, scores performance, and tags transcripts for sentiment and emotion to help organizations identify root causes. Coach provides automated scoring, data-based feedback, and progress monitoring for agent performance, while RealTime offers next-best-action guidance during interactions. The platform also includes customer outreach campaigns and voice-optimized virtual agents for automating customer interactions. Eureka Redact identifies and removes sensitive numeric data from conversations. APIs, connectors, and the Open Voice Transcription Standard connect data and applications; named integration examples include Genesys, Google speech-to-text, Five9, Twilio, and Zendesk. CallMiner says it undergoes third-party audits for SOC 2 Type II, FISMA, HITRUST, ISO 27001:2022, and PCI DSS controls and compliance. Subscription packages are described as scaling from midsize teams with more than 60 agents to global enterprises. Pricing is available on request and depends on factors including user count or interaction volume, enabled analytics modules, integration needs, and possible cloud or hybrid deployment.
For and against
For
- Analyzes interactions across voice and digital channels.
- Coach includes automated scoring and progress monitoring.
- RealTime gives agents next-best-action guidance.
- Redact removes sensitive numeric data from conversations.
- Offers APIs, connectors, and named integrations.
Against
- Pricing is available on request.
- Pricing depends on usage, modules, integrations, and deployment.
- Packages are described as starting above 60 agents.
The verdict
Eureka combines interaction analysis, agent coaching, real-time guidance, and automation for organizations handling customer conversations. Prospective buyers will need to request pricing and assess how their scale, modules, integrations, and deployment affect the subscription.
Who it suits
Eureka is aimed at organizations seeking to analyze customer conversations and support agent performance. CallMiner identifies customers across technology, retail, manufacturing, financial services, healthcare, and travel and hospitality.
Plans and prices
CallMiner Eureka
Pricing depends on user count or interaction volume, enabled analytics modules, integration needs, and possibly cloud or hybrid deployment.
Read 30 Sep 2026 · callminer.com
On the record
- Agent coaching
- Its Coach capabilities provide automated scoring, data-based feedback, and progress monitoring for agent performance.callminer.com · read 30 Sep 2026
- Analytics
- Eureka analyzes customer journeys, scores performance, and tags transcripts with sentiment and emotion to help identify root causes.callminer.com · read 30 Sep 2026
- Automation
- The platform includes customer outreach campaigns and voice-optimized virtual agents for automating customer interactions.callminer.com · read 30 Sep 2026
- Integration examples
- CallMiner lists integrations and partner offerings including Genesys, Google speech-to-text, Five9, Twilio, and Zendesk.callminer.com · read 30 Sep 2026
- Integrations and API
- CallMiner describes an open platform connecting data and applications through APIs, connectors, and the Open Voice Transcription Standard.callminer.com · read 30 Sep 2026
- Intended customers
- CallMiner describes Eureka as serving organizations across sectors including technology, retail, manufacturing, financial services, healthcare, and travel and hospitality.callminer.com · read 30 Sep 2026
- Interaction coverage
- The platform captures and analyzes customer interactions across voice and digital channels.callminer.com · read 30 Sep 2026
- Pilot availability
- CallMiner says pilot programs are available in certain cases to help organizations validate impact before a full rollout.callminer.com · read 30 Sep 2026
- Pricing scope
- CallMiner says its subscription packages scale from midsize teams with more than 60 agents to global enterprises.callminer.com · read 30 Sep 2026
- Privacy
- Eureka Redact identifies and removes sensitive numeric data from conversations.callminer.com · read 30 Sep 2026
- Purpose
- Eureka combines AI-powered conversation intelligence, automation, and agent augmentation to improve customer experience and reduce operational costs.callminer.com · read 30 Sep 2026
- Real-time guidance
- RealTime provides next-best-action guidance to agents during interactions.callminer.com · read 30 Sep 2026
- Security and compliance
- CallMiner says it undergoes third-party audits for SOC 2 Type II, FISMA, HITRUST, ISO 27001:2022, and PCI DSS controls and compliance.callminer.com · read 30 Sep 2026
- Support
- CallMiner provides technical customer support by email and phone, and describes onboarding that includes implementation guidance and training.callminer.com · read 30 Sep 2026
