CallMiner just secured a notable position in the refreshed CMP Research Prism for Conversational IVR/Voicebot, earning recognition as a core performing provider. The designation reinforces CallMiner’s momentum in the fast-expanding market for AI-driven self-service, conversational voice automation, and customer experience (CX) intelligence.

The timing is strategic. The voice channel, long dependent on rigid touch-tone IVRs, is undergoing a major reboot. CMP Research notes that conversational AI, generative models, and emerging agentic capabilities are driving leaders to modernize their automated voice systems. And CallMiner sits squarely at the center of that shift.

Self-Service Demand Is Driving AI Investment

CallMiner’s own 2025 CX Landscape Report highlights the trend: 40% of senior CX and contact center leaders say AI’s biggest CX benefit is enabling customers to resolve issues independently. That aligns with rising expectations for fast, low-friction self-service—especially during periods of workforce strain and tight customer experience budgets.

CMP Research’s latest evaluation examines 20 voicebot vendors and positions CallMiner among those helping enterprises advance automation strategies while improving customer satisfaction. In a crowded field, this placement signals that CallMiner is delivering measurable value in real-world deployments.

OmniAgent Brings Voice-Optimized Automation to the Forefront

A major contributor to CallMiner’s performance is CallMiner OmniAgent, the company’s virtual agent solution built specifically for voice. The platform uses AI to automate omnichannel interactions with natural, human-like delivery. According to CallMiner, organizations using OmniAgent can reduce operational costs while improving the quality and consistency of customer engagements.

The real differentiator is its integration with CallMiner’s broader conversation intelligence platform. This pairing gives enterprises an end-to-end loop: identify which conversations to automate, deploy optimized flows, and continuously monitor automated interactions to refine accuracy and improve outcomes. It turns automation from a static deployment into a living system that learns.

CEO and founder Jeff Gallino says the companies that stand out in the automation wave will balance efficiency with customer experience. He argues CallMiner is already there, delivering “seamless, personalized automation” powered by insights extracted from real customer interactions.

A Framework Designed for CX Decision-Makers

CMP Research’s Prism is one of the few evaluation models built exclusively for customer contact and CX leaders. Updated twice a year, it reflects the latest market performance and technology advancements. For buyers navigating a crowded landscape, the Prism’s positioning helps distinguish vendors based on measurable capabilities, not marketing claims.

Nicole Kyle, Managing Director of CMP Research, says the framework exists to give decision-makers clear guidance during high-stakes technology evaluations. With AI voicebots accelerating in maturity and adoption, these assessments are becoming essential for risk-averse CX leaders planning long-term automation strategies.

The Bigger Market Signal

Recognition in the Prism suggests CallMiner is well-positioned as enterprises shift toward digital-first voice automation. Demand for conversational IVR and voicebots is rising quickly, driven by the need for efficiency, reduced wait times, and personalized self-service experiences. As AI models power more natural, accurate voice interactions, platforms like OmniAgent are becoming critical infrastructure for modern contact centers.

With AI reshaping expectations across CX, CallMiner’s growing influence indicates a broader industry pivot—one where conversation intelligence and automation aren’t just add-ons, but core pillars of customer engagement.

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