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SPECIFICTION
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CallMiner Eureka

callminer.com

WebAPI
Visit callminer.com
Spec score 7.6 #9 of 30 in Contact Center Analytics Software

What it is

CallMiner Eureka is a conversation-intelligence platform for analyzing customer interactions and supporting agent performance. It captures voice and digital conversations, examines customer journeys, scores performance, and labels transcripts for sentiment and emotion to help identify root causes. Coach offers automated scoring, data-based feedback, and progress monitoring, while RealTime gives agents next-best-action guidance during interactions. The platform also includes customer outreach campaigns and voice-optimized virtual agents. Eureka Redact identifies and removes sensitive numeric data from conversations. CallMiner describes connections through APIs, connectors, and the Open Voice Transcription Standard, with integration examples including Genesys, Google speech-to-text, Five9, Twilio, and Zendesk. It says third-party audits cover SOC 2 Type II, FISMA, HITRUST, ISO 27001:2022, and PCI DSS controls and compliance. Subscription packages are described as spanning midsize teams with more than 60 agents through global enterprises; pricing depends on user count or interaction volume, analytics modules, integration needs, and possibly cloud or hybrid deployment. Pricing is on request.

Spec sheet

Purpose
Eureka combines AI-powered conversation intelligence, automation, and agent augmentation to improve customer experience and reduce operational costs.Read 30 Sep 2026 · callminer.com
Privacy
Eureka Redact identifies and removes sensitive numeric data from conversations.Read 30 Sep 2026 · callminer.com
Support
CallMiner provides technical customer support by email and phone, and describes onboarding that includes implementation guidance and training.Read 30 Sep 2026 · callminer.com
Headquarters
Waltham, Massachusetts, United StatesRead 23 Sep 2026 · callminer.com
Founded
2002Read 23 Sep 2026 · callminer.com
Agent coaching
Its Coach capabilities provide automated scoring, data-based feedback, and progress monitoring for agent performance.Read 30 Sep 2026 · callminer.com
Analytics
Eureka analyzes customer journeys, scores performance, and tags transcripts with sentiment and emotion to help identify root causes.Read 30 Sep 2026 · callminer.com
Automation
The platform includes customer outreach campaigns and voice-optimized virtual agents for automating customer interactions.Read 30 Sep 2026 · callminer.com
Integration examples
CallMiner lists integrations and partner offerings including Genesys, Google speech-to-text, Five9, Twilio, and Zendesk.Read 30 Sep 2026 · callminer.com
Integrations and API
CallMiner describes an open platform connecting data and applications through APIs, connectors, and the Open Voice Transcription Standard.Read 30 Sep 2026 · callminer.com
Intended customers
CallMiner describes Eureka as serving organizations across sectors including technology, retail, manufacturing, financial services, healthcare, and travel and hospitality.Read 30 Sep 2026 · callminer.com
Interaction coverage
The platform captures and analyzes customer interactions across voice and digital channels.Read 30 Sep 2026 · callminer.com
Pilot availability
CallMiner says pilot programs are available in certain cases to help organizations validate impact before a full rollout.Read 30 Sep 2026 · callminer.com
Pricing scope
CallMiner says its subscription packages scale from midsize teams with more than 60 agents to global enterprises.Read 30 Sep 2026 · callminer.com
Real-time guidance
RealTime provides next-best-action guidance to agents during interactions.Read 30 Sep 2026 · callminer.com
Security and compliance
CallMiner says it undergoes third-party audits for SOC 2 Type II, FISMA, HITRUST, ISO 27001:2022, and PCI DSS controls and compliance.Read 30 Sep 2026 · callminer.com

Plans and prices

CallMiner Eureka Priced on request Pricing depends on user count or interaction volume, enabled analytics modules, integration needs, and possibly cloud or hybrid deployment. Read 30 Sep 2026 · callminer.com

Every CallMiner Eureka plan and price →

Strong points and limits

Strong points

  • Analyzes voice and digital interactions.
  • Includes agent scoring and progress monitoring.
  • Redaction targets sensitive numeric conversation data.
  • Lists API and connector integrations.

Limits

  • Pricing is available on request.
  • Pricing depends on usage and deployment factors.

Who it suits

Eureka is presented for organizations in sectors including technology, retail, manufacturing, financial services, healthcare, and travel and hospitality. It may suit teams seeking interaction analytics alongside agent coaching or automation.

Verdict

Eureka combines interaction analysis with coaching, guidance, and automation capabilities. Organizations should request pricing based on their interaction volume, modules, integrations, and deployment needs.

Where Specifiction places it

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