CallMiner

CallMiner describes itself as the global leader in AI-powered conversation intelligence and customer experience automation. Founded in 2002 by Jeff Gallino, the company is built on the belief that every conversation can become a catalyst for smarter decisions, faster action, and lasting results. Its Eureka platform captures and analyzes 100 percent of omnichannel customer interactions, delivering the insights organizations need to improve customer experience, enhance agent performance, and drive automation at scale. The platform is organized around four stages, capture, analyze, augment, and automate, combining AI, analytics, and real-time conversation intelligence to help organizations uncover customer needs, optimize processes, and automate workflows.

The company serves brands across technology, media and telecom, retail, manufacturing, financial services, healthcare, and travel and hospitality, and it lists BPO as a dedicated industry vertical alongside collections, insurance, and energy and utilities. Its published use cases map closely to outsourced contact center operations, covering contact center experience, quality management, contact center efficiency, risk and compliance, fraud detection, and sales effectiveness. For BPO providers running quality programs across large agent populations, the platform's stated ability to score every interaction rather than a sample, surface real-time agent guidance, and reduce operational costs positions it as a supervision and performance layer over outsourced service delivery.