- Home
- Call Center Quality Management Software
- CallMiner Quality Management
CallMiner Quality Management
Waltham, Massachusetts, United States
What it is
CallMiner Quality Management is a contact-center quality assurance solution for midsize teams with more than 60 agents through global enterprises. It supports automated quality forms, manual scoring, or a hybrid of both. Its Coach capability applies customized criteria to identify agent performance trends and coaching opportunities. Supervisors and agents use separate dashboards in a two-way coaching workflow, while agents can receive guidance and training during active conversations. CallMiner says the platform captures and analyzes 100% of omnichannel customer interactions. Screen Record captures agent screens during interactions for workflow review, compliance support, and coaching. Integrations include Amazon Connect, Salesforce, Twilio, and Zendesk, connected through APIs, connectors, and the Open Voice Transcription Standard. The service is available through an API, with pricing on request. CallMiner says implementation support, customized training, and coaching are included in customer success assistance.
For and against
For
- Automated, manual, or hybrid quality scoring
- Captures and analyzes omnichannel interactions
- Two-way coaching dashboards for agents and supervisors
- Screen recording supports workflow and compliance review
- Integrates with Salesforce, Twilio, and Zendesk
Against
- Pricing is available only on request
- Platform listing specifies API access
- Pricing varies by users, modules, integrations, and deployment
The verdict
CallMiner Quality Management combines interaction coverage, scoring options, coaching workflows, and screen review for contact-center quality programs. Organizations will need a pricing discussion and should match its API-based offering to their deployment needs.
Who it suits
It suits contact centers seeking omnichannel quality assurance, scoring, coaching, and compliance review. The listed subscription packages target midsize teams and global enterprises.
Plans and prices
Custom bundled subscription
Scales from teams with more than 60 agents to global enterprises · advanced AI included · cloud or hybrid deployment considered
Read 15 Oct 2026 · callminer.com
CallMiner Quality Management
Pricing varies by user count or interaction volume · depends on modules, integrations, and deployment model · subscription packages include advanced AI
Read 8 Oct 2026 · callminer.com
On the record
- API access
- The Eureka Ingestion API accepts audio or text media and metadata asynchronously using OAuth2 client credentials; its Swagger interface requires tenant login.apis.io · read 15 Oct 2026
- API and SDK history
- A 2015 Eureka release described an API and SDK for exporting interaction analytics into CRM, workforce-optimization and other custom workflows.callminer.com · read 15 Oct 2026
- Automated and hybrid scoring
- Quality teams can use fully automated evaluation forms or combine automated and manual scoring in a hybrid workflow.callminer.com · read 15 Oct 2026
- Behavior highlights
- Behavior and event highlights let reviewers focus on interaction issues and produce customizable feedback.callminer.com · read 15 Oct 2026
- Coaching workflow
- Coach supports two-way supervisor-agent coaching, with feedback delivered after interactions or in real time.callminer.com · read 15 Oct 2026
- Company identity
- CallMiner, Inc. is a privately held software company founded in 2002 and headquartered in Waltham, Massachusetts.linkedin.com · read 15 Oct 2026
- Company scale
- CallMiner says it has more than 300 employees, over 550 customers, more than 50 partners and nearly a dozen patents.callminer.com · read 15 Oct 2026
- Company size
- LinkedIn lists CallMiner in the 201–500 employee range.linkedin.com · read 15 Oct 2026
- Dashboards
- Individual dashboards show agents improvement areas while supervisor dashboards expose individual and team trends.callminer.com · read 15 Oct 2026
- Deployment
- Record supports cloud, on-premises and hybrid architectures and can capture calls from multiple telephony environments.callminer.com · read 15 Oct 2026
- Documentation
- CallMiner's October 2026 release says Online Help provides product documentation and step-by-step guidance, while CallMiner University offers role-based learning paths.callminer.com · read 15 Oct 2026
- Funding news
- Crunchbase News reported a $75 million Goldman Sachs growth-equity investment on December 16, 2019, bringing reported equity funding to about $140 million plus $15 million debt at that time.news.crunchbase.com · read 15 Oct 2026
- Google Play app
- CallMiner's LISTEN 2026 event app shows 100+ downloads and no displayed star rating; it is an event app rather than the Quality Management product.play.google.com · read 15 Oct 2026
- Integration methods
- CallMiner describes its connected ecosystem as using APIs, connectors, and the Open Voice Transcription Standard.callminer.com · read 8 Oct 2026
- Integrations
- CallMiner connects applications through APIs, connectors and the Open Voice Transcription Standard, with listings for systems such as Amazon Connect, Genesys, Five9, Salesforce, Zendesk, Qualtrics, ServiceNow and Zoom.callminer.com · read 15 Oct 2026
- Intended customers
- CallMiner describes subscription packages for midsize teams with more than 60 agents through global enterprises.callminer.com · read 8 Oct 2026
- Interaction coverage
- The platform analyzes every captured customer interaction rather than relying only on manually sampled calls.callminer.com · read 15 Oct 2026
- Licence
- CallMiner's terms identify CallMiner, Inc. as the legal entity and state that site content and code are owned or licensed with no implied licence, consistent with proprietary software.callminer.com · read 15 Oct 2026
