CallMiner, a leader in AI-powered conversation intelligence, has been named the Best Conversational Intelligence Solution at the CX Awards 2025, held on July 10, 2025. This accolade, announced in Waltham, Mass., recognizes CallMiner’s innovative use of AI and automation to deliver actionable insights, enhance customer experience (CX), and drive business value across industries.
CallMiner wins Best Conversational Intelligence Solution at CX Awards 2025.
Recognized for innovative AI, including generative and agentic capabilities.
AI Assist framework enhances human-AI collaboration and insight discovery.
Automates workflows, boosting efficiency and reducing manual tasks.
Serves clients like UCHealth, eBay, and NTT DATA across multiple sectors.
Recent innovations include CallMiner Outreach and VOCALLS acquisition.
The CX Awards, organized by CX Today, evaluated solutions based on market maturity, credibility, and innovative use of advanced technologies. “I was thoroughly impressed by CallMiner and their innovative application of AI,” said Finbarr Begley, Senior Analyst at Cavell. “Their claims were backed by compelling proof points, clearly demonstrating how the platform enhances both sales and service performance. The strength of their execution sets them apart.” CallMiner’s platform leverages generative and agentic AI to transform CX by analyzing omnichannel interactions at scale.
CallMiner’s platform delivers:
Human-AI Collaboration: The AI Assist framework enables natural language discovery, AI-generated visualizations, and multilingual category creation, accelerating insight delivery.
Increased Efficiency: Automation of manual tasks streamlines workflows, enhancing productivity and allowing focus on strategic priorities.
Faster Time to Insight: Rapid classification and summarization of interactions uncover critical trends, improving agent performance and CX outcomes.
“Today, AI is more than a nice to have. It’s a must have for CX leaders,” said Jeff Gallino, CEO and founder of CallMiner. “Being named Best Conversational Intelligence Solution by the CX Awards is proof that CallMiner is helping our customers adopt advanced AI technologies in ways that drive impactful results.”
In 2025, CallMiner launched CallMiner Outreach, an AI-powered feedback tool that triggers targeted surveys based on interaction characteristics, combining solicited and unsolicited feedback for deeper insights. The acquisition of VOCALLS, a voice-first conversation AI platform, further enhances CallMiner’s capabilities, integrating native voice and text AI agents with analytics to optimize automation workflows and improve CX. These advancements support industries like healthcare, retail, and finance, serving clients such as UCHealth and eBay.
CallMiner’s platform supports 100% interaction analysis, improving metrics like First Call Resolution (FCR) and Average Handle Time (AHT). Its 2024 CX Landscape Report notes that 87% of CX leaders view generative AI as critical for customer service. By integrating with platforms like Qualtrics and offering real-time guidance, CallMiner empowers organizations to enhance compliance, reduce fraud, and boost customer loyalty.
This CX Awards recognition solidifies CallMiner’s leadership in conversational intelligence, driving transformative CX outcomes through AI innovation.
CallMiner is the global leader in AI-powered conversation intelligence to improve customer experience (CX). CallMiner delivers the industry’s most comprehensive platform to analyze omnichannel customer interactions at scale, combining deep domain expertise with cutting edge AI technology and machine learning. By elevating insights from the contact center to the boardroom, CallMiner enables companies to identify areas of opportunity to drive business improvement, growth and transformational change more effectively than ever before. CallMiner is trusted by the world’s leading organizations across all major verticals including technology, media and telecom (TMT), retail, manufacturing, financial services, healthcare, and travel and hospitality.
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