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CallMiner Quality Management
What CallMiner Quality Management is
CallMiner Quality Management helps contact centers manage quality assurance across customer interactions and support customer experience improvement. CallMiner says its platform captures and analyzes all omnichannel customer interactions. Teams can score quality with automated forms, manual reviews, or a hybrid of both. Its Coach capability uses tailored manual or automated criteria to surface agent performance trends and coaching opportunities. Supervisors and agents can work through a two-way coaching workflow, with individual dashboards for both roles. Agents can also receive guidance and training while conversations are underway.
Screen Record captures agents’ screens during customer interactions, giving supervisors material to review workflows, support compliance, and coach agents. CallMiner lists Amazon Connect, Salesforce, Twilio, and Zendesk among its integrations, connected through APIs, connectors, and the Open Voice Transcription Standard. The company says it undergoes independent third-party testing for SOC 2 Type II, FISMA, HITRUST, ISO 27001:2022, and PCI DSS controls and compliance. Founded in 2002 and headquartered in Waltham, Massachusetts, CallMiner offers subscription packages for midsize teams with more than 60 agents through global enterprises. Pricing is on request and varies with usage, modules, integrations, and deployment needs.
Who it suits
CallMiner Quality Management suits contact centers that need quality scoring and coaching across omnichannel interactions. It is aimed at organizations with more than 60 agents, including midsize teams and global enterprises.
What it does well
- Supports automated, manual, and hybrid quality scoring.
- Captures and analyzes omnichannel customer interactions.
- Provides two-way coaching workflows and role-specific dashboards.
- Offers screen recording for workflow review and compliance support.
- Integrates with Amazon Connect, Salesforce, Twilio, and Zendesk.
What to know first
- Pricing is available on request and varies with usage and configuration.
- Subscription packages target teams with more than 60 agents.
Limits
Pricing varies by user count or interaction volume, enabled modules, integration needs, and cloud or hybrid deployment. Subscription packages are described for midsize teams with more than 60 agents through global enterprises.
Plans
| Plan | Billed and limits | Price |
|---|---|---|
| CallMiner Quality Management | Pricing varies by user count or interaction volume · depends on modules, integrations, and deployment model · subscription packages include advanced AI | On request |
| Custom bundled subscription | Quoted according to user count or interaction volume · Scales from teams with more than 60 agents to global enterprises · advanced AI included · cloud or hybrid deployment considered | On request |
As callminer.com lists them, read 8 Oct 2026. The maker's own page has the final word.
Getting started
- Visit the CallMiner Quality Management website.
- Contact CallMiner for pricing based on user count or interaction volume, modules, integrations, and deployment.
- Discuss implementation support, customized training, and coaching with CallMiner’s customer success team.
- Ask whether a pilot program is available for your organization.
Verdict
Choose CallMiner Quality Management if your contact center needs scalable omnichannel QA with flexible scoring and coaching workflows. Organizations should look elsewhere if they need a published price or a package intended for teams of 60 agents or fewer.
Questions
How much does CallMiner Quality Management cost?
Pricing is on request and depends on user count or interaction volume, enabled analytics modules, integration needs, and potentially cloud or hybrid deployment.
Who is CallMiner Quality Management for?
CallMiner describes subscription packages for midsize teams with more than 60 agents through global enterprises.
What platforms does it support?
The listed platform is API.
Which integrations are listed?
CallMiner lists Amazon Connect, Salesforce, Twilio, and Zendesk. Its connected ecosystem uses APIs, connectors, and the Open Voice Transcription Standard.
Does it support automated quality scoring and coaching?
Yes. Teams can use automated, manual, or hybrid scoring, and the coaching workflow supports two-way supervisor and agent engagement.
What security standards and controls does CallMiner cite?
CallMiner says it undergoes independent third-party testing for SOC 2 Type II, FISMA, HITRUST, ISO 27001:2022, and PCI DSS controls and compliance.
Facts from CallMiner Quality Management's own pages
- API access
- The Eureka Ingestion API accepts audio or text media and metadata asynchronously using OAuth2 client credentials; its Swagger interface requires tenant login. · apis.io, 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. · callminer.com, 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. · callminer.com, 15 Oct 2026
- Behavior highlights
- Behavior and event highlights let reviewers focus on interaction issues and produce customizable feedback. · callminer.com, 15 Oct 2026
- Coaching workflow
- Coach supports two-way supervisor-agent coaching, with feedback delivered after interactions or in real time. · callminer.com, 15 Oct 2026
- Company identity
- CallMiner, Inc. is a privately held software company founded in 2002 and headquartered in Waltham, Massachusetts. · linkedin.com, 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. · callminer.com, 15 Oct 2026
- Company size
- LinkedIn lists CallMiner in the 201–500 employee range. · linkedin.com, 15 Oct 2026
- Dashboards
- Individual dashboards show agents improvement areas while supervisor dashboards expose individual and team trends. · callminer.com, 15 Oct 2026
- Deployment
- Record supports cloud, on-premises and hybrid architectures and can capture calls from multiple telephony environments. · callminer.com, 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. · callminer.com, 15 Oct 2026
- Founded
- 2002 · callminer.com, 28 Sept 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. · news.crunchbase.com, 15 Oct 2026
- 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. · play.google.com, 15 Oct 2026
- Headquarters
- Waltham, Massachusetts, United States · callminer.com, 28 Sept 2026
- Integration methods
- CallMiner describes its connected ecosystem as using APIs, connectors, and the Open Voice Transcription Standard. · callminer.com, 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. · callminer.com, 15 Oct 2026
- Intended customers
- CallMiner describes subscription packages for midsize teams with more than 60 agents through global enterprises. · callminer.com, 8 Oct 2026
- Interaction coverage
- The platform analyzes every captured customer interaction rather than relying only on manually sampled calls. · callminer.com, 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. · callminer.com, 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. · trustradius.com, 15 Oct 2026
- Limit: documentation and learning curve
- Capterra reviewers say the learning curve is difficult and help documentation needs improvement. · capterra.com, 15 Oct 2026
- Limit: integration friction
- G2 reviewers report integration problems with some telephony and CRM providers and request deeper CRM connectivity. · g2.com, 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. · capterra.com, 15 Oct 2026