Omnichannel Analytics
CallMiner's omnichannel analytics extends conversation intelligence beyond voice to include chat transcripts, email threads, social messages, and digital messaging — providing a unified view of customer interactions across all channels. Cross-channel analysis identifies patterns that single-channel tools miss, enabling organizations to understand the full customer journey from first contact through resolution.
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Speech Analytics & AI Transcription
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.
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.
Screen Recording — CallMiner Screen Record
CallMiner Screen Record captures agent desktop activity during calls — synchronized with voice recordings for full interaction context. Screen recordings allow QA teams to evaluate not just what agents say, but how they navigate systems, how long they spend in applications, and whether desktop workflows match standard procedures. Combined with speech analytics, screen recording enables comprehensive quality evaluation without live monitoring.