CallMiner Quality Management
CallMiner Quality Management is a contact-center quality assurance solution for reviewing interactions, coaching agents, and supporting customer experience i…
What CallMiner Quality Management is
CallMiner Quality Management is a contact-center quality assurance solution for reviewing interactions, coaching agents, and supporting customer experience improvement. CallMiner says its platform captures and analyzes 100% of omnichannel customer interactions. Teams can use automated quality forms, manual scoring, or a hybrid of both. Coach applies customized criteria to identify performance trends and coaching opportunities, while individual dashboards support two-way supervisor and agent engagement. Agents can receive guidance and training during conversations. Screen Record captures agent screens during customer interactions for workflow review, compliance support, and coaching. Listed integrations include Amazon Connect, Salesforce, Twilio, and Zendesk, with connections through APIs, connectors, and the Open Voice Transcription Standard. CallMiner says it undergoes independent third-party testing for SOC 2 Type II, FISMA, HITRUST, ISO 27001:2022, and PCI DSS controls and compliance. Pricing is on request and varies by user count or interaction volume, modules, integrations, and deployment model. CallMiner was founded in 2002 and is headquartered in Waltham, Massachusetts.
Good
- Supports automated, manual, or hybrid quality scoring.
- Dashboards support two-way supervisor-agent coaching.
- Screen recordings support workflow review and coaching.
- Lists integrations with Amazon Connect, Salesforce, Twilio, and Zendesk.
Watch out
- Pricing is available on request.
- Cost depends on volume, modules, integrations, and deployment.
- Subscription packages target teams with more than 60 agents.
Who it suits
The solution is aimed at contact centers, with subscription packages described for midsize teams of more than 60 agents through global enterprises. It may suit teams seeking structured quality reviews and coaching workflows across channels.
Verdict
CallMiner Quality Management brings interaction scoring, screen review, and coaching into a contact-center quality workflow. Request pricing based on your team size, interaction volume, integrations, and deployment needs.
Plans and prices
From CallMiner Quality Management's own pricing page, checked 8 Oct 2026.
| Plan | Price | What it gives you |
|---|---|---|
| CallMiner Quality Management | Priced on request | Pricing varies by user count or interaction volume · depends on modules, integrations, and deployment model · subscription packages include advanced AI |
| Custom bundled subscription | Priced on request | Scales from teams with more than 60 agents to global enterprises · advanced AI included · cloud or hybrid deployment considered · Quoted according to user count or interaction volume |
The facts
Each one read from CallMiner Quality Management's own pages, with the date it was checked.
What it does
- API access
- The Eureka Ingestion API accepts audio or text media and metadata asynchronously using OAuth2 client credentials; its Swagger interface requires tenant login.checked 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.checked 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.checked 15 Oct 2026
- Behavior highlights
- Behavior and event highlights let reviewers focus on interaction issues and produce customizable feedback.checked 15 Oct 2026
- Coaching workflow
- Coach supports two-way supervisor-agent coaching, with feedback delivered after interactions or in real time.checked 15 Oct 2026
- Dashboards
- Individual dashboards show agents improvement areas while supervisor dashboards expose individual and team trends.checked 15 Oct 2026
- Deployment
- Record supports cloud, on-premises and hybrid architectures and can capture calls from multiple telephony environments.checked 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.checked 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.checked 15 Oct 2026
- Integration methods
- CallMiner describes its connected ecosystem as using APIs, connectors, and the Open Voice Transcription Standard.checked 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.checked 15 Oct 2026
- Intended customers
- CallMiner describes subscription packages for midsize teams with more than 60 agents through global enterprises.checked 8 Oct 2026
- Interaction coverage
- The platform analyzes every captured customer interaction rather than relying only on manually sampled calls.checked 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.checked 15 Oct 2026
- Limit: actionability
- TrustRadius feedback says reporting is strong but interpretation and accuracy can be weaker, with insights sometimes lacking concrete next steps.checked 15 Oct 2026
- Limit: documentation and learning curve
- Capterra reviewers say the learning curve is difficult and help documentation needs improvement.checked 15 Oct 2026
- Limit: integration friction
- G2 reviewers report integration problems with some telephony and CRM providers and request deeper CRM connectivity.checked 15 Oct 2026
- Limit: transcription accuracy
- Reviewers report transcription errors with complex accents and speaker-separation problems involving third-party voices, hold music or transfers.checked 15 Oct 2026
The company
- Company identity
- CallMiner, Inc. is a privately held software company founded in 2002 and headquartered in Waltham, Massachusetts.checked 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.checked 15 Oct 2026
- Company size
- LinkedIn lists CallMiner in the 201–500 employee range.checked 15 Oct 2026
- Founded
- 2002checked 28 Sep 2026
- Headquarters
- Waltham, Massachusetts, United Stateschecked 28 Sep 2026
Where it runs
- 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.checked 15 Oct 2026
Alternatives to CallMiner Quality Management
- 1
MaestroQA
Free planWebAPIExtensionmacOS7.9From $185 a month - 2
QualityDesk
Free planAndroidiOSWebAPI7.9From €339 a month - 3
Convin
Free planAndroidiOSWebAPI7.6Free plan - 4
Voxjar
Free planWebAPI7.5From $90 a month - 5
MiaRec
WebAPILinuxSelf-hosted7.4From $25 a month - 67.2From $24 a month