CallMiner Named a Leader in Conversation Intelligence for Contact Centers Report by Top Analyst Firm

CallMiner recognized for its vision, agentic AI framework, contact center workflows, partner ecosystem, adoption strategy and more

WALTHAM, Mass.--(BUSINESS WIRE)--CallMiner, the leading provider of AI-powered conversation intelligence to improve customer experience (CX), today announced that Forrester Research identified the company as a Leader in The Forrester Wave™: Conversation Intelligence Solutions for Contact Centers, Q2 2025.

The CallMiner platform received the highest scores possible across seven criteria within the current offering category, including insights exploration, topic and behavior classification, signal extraction, coaching efficiency and effectiveness, natural language interface, and more. The report states, “CallMiner’s greatest strength lies in its mastery of contact center workflows and its ability to translate that expertise into a flexible toolkit. It is one of the few vendors that consistently delivers on foundational capabilities like topic and behavior classification and insights exploration.”

The report continues, “CallMiner builds on this strong foundation with its natural language interface ‘AI Assist,’ the cornerstone of its new agentic AI framework.”

CallMiner received the top score in the strategy category, with the highest scores possible in the vision, partner ecosystem, and adoption criteria. According to the Forrester report, “CallMiner has consistently championed contact center data as a pivotal catalyst for enterprisewide value...” Additionally, “CallMiner’s vision sets its ambitions beyond contact center operations and on more strategic CX pastures; its recent innovations and roadmap emphasize fostering deeper customer understanding and bridging the gap to actionable interventions.”

Through advanced AI, including generative AI and agentic AI, the CallMiner platform extracts valuable insights from omnichannel customer interactions at scale, revealing actionable intelligence from every conversation. The platform enables organizations to improve operational efficiency, while elevating agent performance and improving customer experience. Reference customers interviewed for the report “are eager to adopt the vendor’s newest AI features, believing that they will accelerate time to value.”

“Today’s organizations already have a wealth of contact center data – but what many lack are the solutions needed to turn that data into actionable intelligence,” said Jeff Gallino, CEO and founder, CallMiner. “I truly believe that CallMiner stands alone as the go-to platform for modern organizations looking to embrace AI and automation, and transform contact center and customer experience initiatives. For us, this recognition only strengthens our commitment to fostering innovation, helping our customers realize value and ROI, and raising the bar in the conversation intelligence industry.”

According to Forrester, “CallMiner best fits enterprises with sophisticated operations that are ready to evolve from collecting insights to driving impact through automated actions.”

The Forrester Wave™: Conversation Intelligence Solutions for Contact Centers, Q2 2025 report is available here.

Forrester does not endorse any company, product, brand, or service included in its research publications and does not advise any person to select the products or services of any company or brand based on the ratings included in such publications. Information is based on the best available resources. Opinions reflect judgment at the time and are subject to change. For more information, read about Forrester’s objectivity here.

About CallMiner
CallMiner is the global leader in AI-powered conversation intelligence to improve customer experience (CX). CallMiner delivers the industry’s most comprehensive platform to analyze omnichannel customer interactions at scale, combining deep domain expertise with cutting edge AI technology and machine learning. By uncovering better intelligence, CallMiner enables companies to identify areas of opportunity to drive better experiences, ultimately leading to business improvement, growth and transformational change. CallMiner is trusted by the world’s leading organizations across all major verticals including technology, media and telecom (TMT), retail, manufacturing, financial services, healthcare, and travel and hospitality. To learn more, visit CallMiner.com, read the CallMiner blog, or follow us on LinkedIn, Twitter and Facebook.