AI Call Summarization
CallMiner's AI summarization automatically generates structured summaries of interactions — capturing intent, key discussion points, outcomes, and required follow-ups — immediately after each call concludes. Summaries reduce after-call work (ACW) time, improve CRM data quality, and give managers and coaches a fast way to review interactions without listening to full recordings.
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CallMiner's AI-powered speech analytics engine transcribes and analyzes 100% of customer interactions — voice, chat, email, social, and messaging — extracting sentiment, intent, topics, and compliance signals at scale. Unlike sampling-based QA, CallMiner processes every conversation automatically, giving managers complete visibility into what is happening across the contact center.
Omnichannel Analytics
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CallMiner Realtime — Live Agent Coaching
CallMiner Realtime monitors active calls in progress and delivers in-call coaching prompts, alerts, and guidance to agents on their screen — without waiting for post-call review. Supervisors can monitor live interactions and intervene when compliance risks or customer escalation signals are detected. Realtime coaching changes agent behavior during the conversation rather than after, producing faster performance improvement than post-call feedback alone.
Call Recording — CallMiner Record
CallMiner Record captures 100% of voice interactions for compliance, quality management, and analytics purposes. Recordings are automatically paired with transcriptions, metadata, and analytics outputs in the CallMiner platform — eliminating the need to cross-reference recordings against a separate QA system. Supports stereo recording for separate agent and customer audio tracks.