CallMiner —
Conversation Intelligence at Scale
CallMiner is the leading conversation intelligence platform — AI-powered speech analytics, real-time agent coaching, omnichannel analysis, and compliance-grade redaction for contact centers. From automated quality management to live coaching during customer calls, CallMiner turns every interaction into actionable insight. Fibi sources and negotiates CallMiner on your behalf, at no cost to you.
Portfolio
CallMiner Services
Speech analytics, omnichannel analysis, real-time agent coaching, call and screen recording, AI summarization, PCI/PHI/PII redaction, and automated quality management — in one AI-native platform.
Speech Analytics & AI Transcription
AI-native transcription and analysis of every call — automatically converting voice to text and applying natural language processing to surface sentiment, topics, agent behaviors, and customer outcomes at scale. Unlike bolted-on ML approaches, CallMiner's AI engine is purpose-built for contact center conversation intelligence, delivering high transcription accuracy across accents, noisy environments, and industry-specific vocabulary.
Omnichannel Analytics
Unified analytics across voice, chat, email, social, and messaging channels — giving contact centers a single view of customer interactions regardless of how customers choose to engage. Omnichannel analysis identifies cross-channel trends, surfaces CX issues that only appear when channels are analyzed together, and eliminates the blind spots created by siloed voice-only or digital-only analytics tools.
CallMiner Realtime — Live Agent Coaching
Real-time conversation analytics that surfaces guidance, alerts, and suggested responses to agents on-screen during live calls — before the conversation ends. CallMiner Realtime detects compliance risks, escalation signals, and coaching moments as they happen, enabling supervisors to intervene and agents to self-correct in the moment rather than reviewing feedback days later. Realtime coaching changes agent behavior during the call, not after it.
Call Recording (CallMiner Record)
Enterprise-grade call recording integrated with the CallMiner conversation intelligence platform — ensuring every interaction is captured, stored securely, and immediately available for analytics, QA, and compliance workflows. CallMiner Record connects recording directly to the analysis engine, eliminating the integration gaps that create delays between recording and insight generation in multi-vendor stacks.
Screen Recording (CallMiner Screen Record)
Synchronized screen recording that captures agent desktop activity alongside call audio — providing supervisors and QA teams with full context on what agents were doing on-screen during each interaction. Screen Recording is essential for evaluating desktop compliance, identifying process adherence gaps, and delivering coaching that addresses both agent conversation behavior and system navigation efficiency.
AI Call Summarization
Automatic AI-generated summaries of calls and interactions — reducing after-call work (ACW) time, improving CRM data quality, and giving supervisors rapid access to interaction context without listening to full recordings. AI Call Summarization extracts key topics, outcomes, action items, and next steps from transcripts, enabling faster coaching, faster escalation handling, and more accurate interaction logging.
PCI/PHI/PII Redaction (CallMiner Redact)
Automated redaction of sensitive data — payment card numbers (PCI), protected health information (PHI), and personally identifiable information (PII) — from call recordings, transcripts, and screen recordings before storage. CallMiner Redact eliminates reliance on agent pause-and-resume procedures, reduces compliance audit scope, and lowers data breach exposure across stored interaction archives. Supports HIPAA, PCI-DSS, and GDPR compliance requirements.
Automated Quality Management (CallMiner Coach & Analyze)
100% interaction scoring against defined quality criteria — replacing the 1–3% manual QA sample with AI-driven evaluation of every call, chat, and digital interaction. CallMiner Coach delivers prioritized coaching queues to supervisors based on objective, consistent scoring data. CallMiner Analyze surfaces the trends, root causes, and performance patterns across the full interaction population that manual QA programs systematically miss.
Ideal For
Who CallMiner Serves Best
Contact Centers of All Sizes
CallMiner scales from mid-market contact centers to large enterprise deployments — delivering AI-powered conversation intelligence and automated QA across thousands of daily interactions. Purpose-built for contact center environments, CallMiner's platform addresses the scale challenges that manual QA programs cannot solve.
Healthcare & HIPAA Compliance
Healthcare contact centers handling PHI in calls, chats, and recordings rely on CallMiner Redact to automatically remove protected health information before storage — reducing HIPAA audit scope and breach risk without requiring agent process changes. Automated quality management ensures compliance adherence is scored on every interaction, not just a manual sample.
Financial Services & PCI Compliance
Financial services contact centers subject to PCI-DSS use CallMiner Redact to automatically remove payment card data from recordings and transcripts — eliminating the reliance on manual pause-resume procedures and reducing cardholder data environment (CDE) scope. Conversation intelligence surfaces compliance risks and script adherence issues before they become audit findings.
Customer Experience Leaders
CX and operations leaders use CallMiner to move beyond anecdotal coaching and sampled QA — replacing subjective, small-sample feedback programs with data-driven quality management across 100% of interactions. Realtime coaching, sentiment analysis, and trend identification give CX teams the visibility to systematically improve customer outcomes and agent performance.
Why CallMiner
Key Strengths
What sets CallMiner apart from other conversation intelligence and speech analytics platforms.
CallMiner's AI engine is purpose-built for conversation intelligence — not a generic ML layer retrofitted onto a legacy recording platform. This translates to higher transcription accuracy, better intent and sentiment detection, and faster time-to-insight compared to platforms that add AI as an afterthought. The platform is built from the ground up to turn conversation data into actionable intelligence at contact center scale.
Most conversation analytics tools are built for voice and add digital channels as an afterthought, or vice versa. CallMiner analyzes voice, chat, email, social, and messaging in a unified platform — giving contact centers consistent scoring, sentiment analysis, and QA workflows across every channel customers use. This eliminates the blind spots and integration complexity of running separate analytics tools by channel.
Post-call coaching improves future performance; CallMiner Realtime changes the outcome of the current call. By surfacing alerts, guidance, and suggested responses to agents on-screen in real time, CallMiner Realtime enables compliance corrections, escalation de-escalation, and best-practice prompts before the customer hangs up. This is the operational difference between a feedback loop that runs in days and one that runs in seconds.
CallMiner Redact automatically removes sensitive data from recordings, transcripts, and screen recordings at the point of capture — not through manual agent pause-resume procedures that introduce human error and compliance risk. For organizations subject to PCI-DSS, HIPAA, or GDPR, automated redaction materially reduces audit scope and stored data exposure without requiring changes to agent workflow.
CallMiner Product Connectors integrate with the major CCaaS platforms (Genesys, NICE CXone, Amazon Connect, Avaya, Cisco), CRM systems (Salesforce, Microsoft Dynamics), and WFM tools — enabling conversation intelligence data to flow into the workflows where supervisors and agents already operate. Deep integrations reduce friction, accelerate time-to-value, and eliminate the siloed tool problem that limits the ROI of standalone analytics deployments.
Why Use Fibi
CallMiner Direct vs. Through Fibi
Your contract is with CallMiner either way. The difference is the advisory, comparison, and support layer around it.
| Aspect | CallMiner Direct | CallMiner Through Fibi |
|---|---|---|
| Pricing | Standard rack rate | Volume-negotiated — equal or better |
| Provider comparison | CallMiner only | CallMiner vs other conversation intelligence platforms |
| Quote turnaround | 5–10 business days | 24–48 hours |
| Implementation guidance | CallMiner account team | Independent advisory on integration fit |
| Contract support | CallMiner account team | Independent advisor representing you |
| Advisory fee | N/A | $0 — carrier-funded |
FAQ
Common Questions About CallMiner
Get a Free CallMiner Quote Through Fibi
Fibi will evaluate CallMiner alongside competing conversation intelligence and speech analytics platforms for your contact center — platform fit, integration requirements, compliance coverage, and pricing from every relevant option. Side-by-side comparison, no obligation, no sales pressure.
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