CallMiner, a leader in AI-powered conversation intelligence, has been named a Leader in The Forrester Wave™: Conversation Intelligence Solutions for Contact Centers, Q2 2025. The recognition highlights CallMiner's strategic vision, deep product capabilities, and transformative impact on contact center operations and customer experience (CX). The platform's strength lies in turning vast contact center data into actionable insights that drive meaningful business outcomes.

1. Forrester’s Evaluation and Key Recognition

• Positioned as a Leader in the Forrester Wave™ report for Q2 2025.

• Top scores across seven current offering criteria, including:

  • Insights exploration

  • Topic and behavior classification

  • Signal extraction

  • Coaching efficiency and effectiveness

  • Natural language interface

• Described as having mastery of contact center workflows, with a flexible and robust toolkit.

2. Innovation and Strategy Leadership

• Highest scores possible in the strategy category:

  • Vision

  • Partner ecosystem

  • Adoption

• Forrester praises CallMiner’s vision to extend beyond contact centers to strategic CX transformation.

• AI Assist, its natural language interface, is seen as a cornerstone of the new agentic AI framework.

3. AI-Powered Insights for Scalable Action

• Uses generative AI and agentic AI to extract insights from omnichannel interactions.

• Enables businesses to:

  • Improve operational efficiency

  • Enhance agent performance

  • Elevate customer experiences

4. Reference Customers and Real-World Impact

• Interviewed customers are eager to adopt new AI features.

• Expected to accelerate time-to-value and improve ROI.

• Seen as ideal for enterprises ready to move from insights to automated action and impact.

CallMiner’s recognition by Forrester as a leader in conversation intelligence is a testament to its innovation, strategic clarity, and real-world impact. The company’s AI-powered platform empowers organizations to not only understand their customer interactions but also act on them with speed, precision, and purpose. With a vision that expands beyond traditional contact centers and into the realm of full-spectrum CX enhancement, CallMiner is well-positioned to shape the future of conversation intelligence.

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