CallMiner is a Massachusetts-based software company that develops

speech analytics Speech analytics is the process of analyzing recorded calls to gather customer information to improve communication and future interaction. The process is primarily used by customer contact centers to extract information buried in client interaction ...

and interaction analytics software. It was founded in 2002 and is headquartered in

Waltham, MA Waltham ( ) is a city in Middlesex County, Massachusetts, United States, and was an early center for the labor movement as well as a major contributor to the Technological and industrial history of the United States, American Industrial Revolution ...

with offices in Fort Myers, FL, Boston, MA, and the United Kingdom. The company uses Artificial Intelligence to extract insight from the conversations that occur between businesses and their customers, typically through the contact center. These conversations can be voice-based and occur over the phone, or text-based and occur over digital mediums such as online, chat, email, social media messaging, and more. As of December 2019, CallMiner has raised six rounds of venture funding. Its largest and latest investment was 2019’s funding from GS Growth, an investment unit of Goldman Sachs.

History

CallMiner was founded in 2002 by Jeff Gallino, Cliff LaCoursiere and Kim Brown. The company develops technology for

Customer service Customer service is the assistance and advice provided by a company to those people who buy or use its products or services. Each industry requires different levels of customer service, but in the end, the idea of a well-performed service is that ...

and

call centers A call centre ( Commonwealth spelling) or call center (American spelling; see spelling differences) is a managed capability that can be centralised or remote that is used for receiving or transmitting a large volume of enquiries by telephone. ...

with a focus on improving contact center performance and gathering key business intelligence through analysis of contacts across companies’ communication channels. As of September 2017, CallMiner has raised 5 rounds of funding from 7 investors, beginning with a $2 million Series A round in August 2004, with Inflexion Partners leading the round. Most recently, the company raised $6 million in venture capital in January 2016. In addition to Inflexion Capital, other investors include Florida Growth Fund, In-Q-Tel, Intersouth Partners, NewSpring Capital, Sigma Partners and Village Ventures.

References

{{reflist, 2 2002 establishments in Massachusetts Software companies established in 2002 Software companies based in Massachusetts Companies based in Waltham, Massachusetts Speech recognition software Software companies of the United States