Eureka Platform

JSON twin: https://www.healthaidb.com/software/eureka-platform.json

Company Name

CallMiner

Product URL

https://callminer.com

Company URL

https://callminer.com

Categories

• patient Experience & Engagement
• contact Center Management
• ai Clinical Documentation Integrity
• health Data Analytics
• workforce Management
• remote Monitoring
• data Security
• compliance Management
• marketing Analytics
• Customer Experience
• Contact Center Analytics
• Ai-driven Insights
• Omnichannel Analytics
• Performance Management
• Real-time Monitoring
• Compliance
• Product Intelligence
• Brand Intelligence

Summary

CallMiner's Eureka Platform is an AI-driven conversation intelligence solution that analyzes 100% of customer interactions across multiple channels to enhance customer experience and operational efficiency.

Description

Eureka Platform by CallMiner captures and analyzes all customer interactions—calls, chats, emails, social media, and more—using advanced AI and machine learning to extract actionable insights, improve agent performance, and drive business growth.

Api Available

yes

Certifications

• SOC 2 Type II
• HITRUST CSF Certified
• ISO 27001:2022
• FISMA compliance attestations
• PCI DSS certified

Company Founding

2002

Company Offices

• United States
• United Kingdom
• Australia
• Germany
• France
• Netherlands
• India
• Singapore
• South Africa

Compliance

• SOC 2 Type II
• HITRUST CSF
• ISO 27001:2022
• FISMA
• PCI DSS
• HIPAA (supported via HITRUST/BAA)

Customers

• Alorica
• Gant Travel
• WorkHuman
• Checkatrade
• G2
• Enthu.ai
• 3CLogic Cloud Call Center
• Observe.AI
• NiCE CXone Mpower
• Verint Speech and Text Analytics
• Talkdesk

Data Residency

Global

Data Standards

• OVTS (Open Voice Transcription Standard)
• REST/JSON APIs
• Webhooks
• OAuth2

Deployment Model

• SaaS
• on_prem
• hybrid

Features

• Omnichannel capture (voice, chat, email, video)
• Automatic speech-to-text transcription
• Speaker separation
• Automated scoring and quality management
• Root-cause and trend analysis
• Real-time agent guidance and alerts
• Agent coaching and performance dashboards
• Conversation categorization and topic discovery
• Automated redaction of sensitive data
• Recording and screen recording ingestion
• Intelligent outreach and survey automation
• Virtual agents and voice-optimized bots (OmniAgent)
• Multilingual real-time translation (LiveTranslate)
• APIs and connectors for data export/ingest
• Visual analytics and interactive dashboards
• Workflow automation and integrations with case systems
• Policy/compliance monitoring and risk detection

Id

SW1032

Integration Partners

• Alorica
• Gant Travel
• WorkHuman
• Checkatrade
• G2
• Enthu.ai
• 3CLogic Cloud Call Center
• Observe.AI
• NiCE CXone Mpower
• Verint Speech and Text Analytics
• Talkdesk

Integrations

• Amazon Connect
• Genesys
• Five9
• Twilio
• Salesforce
• Microsoft Azure
• AWS Marketplace
• Zoom

Languages Supported

• English
• Spanish
• French
• German
• Italian
• Dutch
• Portuguese
• Japanese
• Chinese
• Korean

Last Updated

2025-10-11

License

commercial

Market Segment

• enterprise
• smb

Optional Modules

• Analyze
• Coach
• RealTime
• Outreach
• OmniAgent (virtual agent)
• LiveTranslate
• Redact
• Record
• Screen Record
• Visualize

Os Platforms

• Web

Pricing Details

Contact vendor for pricing information.

Pricing Model

subscription

Privacy Features

• BAA available (for HIPAA customers)
• Automated data redaction
• Data anonymization/pseudonymization options
• Audit trails for access and processing

Product Code

SW1032

Product Name

Eureka Platform

Ratings

• 4.5 out of 5 on G2
• 4.6 out of 5 on Observe.AI
• 4.3 out of 5 on NiCE CXone Mpower
• 4.3 out of 5 on Verint Speech and Text Analytics
• 4.5 out of 5 on 3CLogic Cloud Call Center
• 4.5 out of 5 on CallMiner Eureka

Regions Available

• United States
• Canada
• United Kingdom
• Australia
• Germany
• France
• Netherlands
• India
• Singapore
• South Africa

Related Urls

• https://elion.health/products/callminer

Release Year

2002

Security Features

• Encryption at-rest and in-transit
• Role-based access control (RBAC)
• SSO/SAML
• Audit logs
• Multi-factor authentication (2FA)
• Automated redaction

Specialties

• Customer Experience Management
• Contact Center Optimization
• Ai-driven Analytics
• Omnichannel Interaction Analysis
• Agent Performance Coaching
• Real-time Monitoring
• Data Security
• Compliance Management
• Product Intelligence
• Brand Intelligence

Support Channels

• email
• phone
• chat
• ticketing
• community
• 24x7

System Requirements

Target Users

• contact center managers
• customer experience teams
• product managers
• brand managers
• data analysts
• compliance officers

Training Options

• documentation
• webinars
• live_online
• onsite
• certification

Type

product

User Reviews

• I love the ability to find and leverage findings from directly within the CallMiner UX itself. Sometimes just looking at the contact distribution via metadata and chosen categories on the left blue pane is enough to provide quick, sharp insight to the business and allow a decision to be made on whether more effort is required.
• I appreciate the profound impact that CallMiner Eureka has on understanding customer interactions and agent skills. The category building functionality is fundamental for identifying key events and effectively communicating insights through scorecards.
• There are multiple reasons I would choose CallMiner again and again; it allows you to gather the most basic of information to incredibly intricate categories and scores that provide a wealth of data, the BA’s are always available and ready to help with anything tricky, and are always so knowledgeable, and the new functions coming to the system look absolutely amazing and open up some incredible opportunities for B2C interactions.
• Compared to the other platforms out there, it’s miles ahead. From an analyst view, it pinpoints quickly what you need to find. Probably the best bit is the willingness to adapt and tweak to fit your business. ‘It would be great if you could do this..”. Then they CSD will actually feed it back and on numerous occasions have managed to make the change.
• We have been able to continuously drive development through the features and partnership.
• I've been using CallMiner for 5 or more years now, and I’m extremely impressed with its ability to analyze customer interactions. The CallMiner tool offers powerful speech analytics that help us gain valuable insights from both voice and text data. The transcription accuracy is good, making it easy to search through thousands of calls quickly.
• CallMiner is an outstanding speech analytics platform that delivers deep insights into customer interactions. The interface is intuitive and easy to navigate, with customizable dashboards that allow teams to focus on the metrics that matter most. Reporting is powerful and detailed, making it easy to track trends, measure success, and identify areas for improvement.
• CallMiner helps support all projects within a business, customer experience should be at the forefront of every company. Understanding your customers will help grow and benefit your company and with CallMiner you can gain valuable insight whilst navigating an easy to use system.
• Best thing about CallMiner is that CallMiner team has been putting their experiences and learning with their innovative product enhancements to make the tool better for their end user. The team listens to our feedback, since we are the end users and that is great. CallMiner team has their roadmap for the next year ready and we are excited to see the enhancement and product launches very soon.
• CallMiner Eureka provides us with valuable and actionable insights around Agent and Customer opportunities. There is an abundance of data available to be able to identify and drive performance and process improvements. CallMiner also supports a large number of integrations with other technology partners.

Version

1.0

Alternatives

See related products

Canonical JSON

{
  "product_name": "Eureka Platform",
  "company_name": "CallMiner",
  "product_url": "https://callminer.com",
  "company_url": "https://callminer.com",
  "related_urls": [
    "https://elion.health/products/callminer"
  ],
  "product_code": "SW1032",
  "summary": "CallMiner's Eureka Platform is an AI-driven conversation intelligence solution that analyzes 100% of customer interactions across multiple channels to enhance customer experience and operational efficiency.",
  "description": "Eureka Platform by CallMiner captures and analyzes all customer interactions—calls, chats, emails, social media, and more—using advanced AI and machine learning to extract actionable insights, improve agent performance, and drive business growth.",
  "categories": [
    "patient Experience & Engagement",
    "contact Center Management",
    "ai Clinical Documentation Integrity",
    "health Data Analytics",
    "health Data Analytics",
    "workforce Management",
    "remote Monitoring",
    "data Security",
    "compliance Management",
    "marketing Analytics",
    "Customer Experience",
    "Contact Center Analytics",
    "Ai-driven Insights",
    "Omnichannel Analytics",
    "Performance Management",
    "Real-time Monitoring",
    "Data Security",
    "Compliance",
    "Product Intelligence",
    "Brand Intelligence"
  ],
  "market_segment": [
    "enterprise",
    "smb"
  ],
  "target_users": [
    "contact center managers",
    "customer experience teams",
    "product managers",
    "brand managers",
    "data analysts",
    "compliance officers"
  ],
  "specialties": [
    "Customer Experience Management",
    "Contact Center Optimization",
    "Ai-driven Analytics",
    "Omnichannel Interaction Analysis",
    "Agent Performance Coaching",
    "Real-time Monitoring",
    "Data Security",
    "Compliance Management",
    "Product Intelligence",
    "Brand Intelligence"
  ],
  "regions_available": [
    "United States",
    "Canada",
    "United Kingdom",
    "Australia",
    "Germany",
    "France",
    "Netherlands",
    "India",
    "Singapore",
    "South Africa"
  ],
  "languages_supported": [
    "English",
    "Spanish",
    "French",
    "German",
    "Italian",
    "Dutch",
    "Portuguese",
    "Japanese",
    "Chinese",
    "Korean"
  ],
  "pricing_model": "subscription",
  "pricing_details": "Contact vendor for pricing information.",
  "license": "commercial",
  "company_offices": [
    "United States",
    "United Kingdom",
    "Australia",
    "Germany",
    "France",
    "Netherlands",
    "India",
    "Singapore",
    "South Africa"
  ],
  "company_founding": "2002",
  "deployment_model": [
    "SaaS",
    "on_prem",
    "hybrid"
  ],
  "os_platforms": [
    "Web"
  ],
  "features": [
    "Omnichannel capture (voice, chat, email, video)",
    "Automatic speech-to-text transcription",
    "Speaker separation",
    "Automated scoring and quality management",
    "Root-cause and trend analysis",
    "Real-time agent guidance and alerts",
    "Agent coaching and performance dashboards",
    "Conversation categorization and topic discovery",
    "Automated redaction of sensitive data",
    "Recording and screen recording ingestion",
    "Intelligent outreach and survey automation",
    "Virtual agents and voice-optimized bots (OmniAgent)",
    "Multilingual real-time translation (LiveTranslate)",
    "APIs and connectors for data export/ingest",
    "Visual analytics and interactive dashboards",
    "Workflow automation and integrations with case systems",
    "Policy/compliance monitoring and risk detection"
  ],
  "optional_modules": [
    "Analyze",
    "Coach",
    "RealTime",
    "Outreach",
    "OmniAgent (virtual agent)",
    "LiveTranslate",
    "Redact",
    "Record",
    "Screen Record",
    "Visualize"
  ],
  "integrations": [
    "Amazon Connect",
    "Genesys",
    "Five9",
    "Twilio",
    "Salesforce",
    "Microsoft Azure",
    "AWS Marketplace",
    "Zoom"
  ],
  "data_standards": [
    "OVTS (Open Voice Transcription Standard)",
    "REST/JSON APIs",
    "Webhooks",
    "OAuth2"
  ],
  "api_available": "yes",
  "system_requirements": "",
  "compliance": [
    "SOC 2 Type II",
    "HITRUST CSF",
    "ISO 27001:2022",
    "FISMA",
    "PCI DSS",
    "HIPAA (supported via HITRUST/BAA)"
  ],
  "certifications": [
    "SOC 2 Type II",
    "HITRUST CSF Certified",
    "ISO 27001:2022",
    "FISMA compliance attestations",
    "PCI DSS certified"
  ],
  "security_features": [
    "Encryption at-rest and in-transit",
    "Role-based access control (RBAC)",
    "SSO/SAML",
    "Audit logs",
    "Multi-factor authentication (2FA)",
    "Automated redaction"
  ],
  "privacy_features": [
    "BAA available (for HIPAA customers)",
    "Automated data redaction",
    "Data anonymization/pseudonymization options",
    "Audit trails for access and processing"
  ],
  "data_residency": "Global",
  "customers": [
    "Alorica",
    "Gant Travel",
    "WorkHuman",
    "Checkatrade",
    "G2",
    "Enthu.ai",
    "3CLogic Cloud Call Center",
    "Observe.AI",
    "NiCE CXone Mpower",
    "Verint Speech and Text Analytics",
    "Talkdesk"
  ],
  "user_reviews": [
    "I love the ability to find and leverage findings from directly within the CallMiner UX itself. Sometimes just looking at the contact distribution via metadata and chosen categories on the left blue pane is enough to provide quick, sharp insight to the business and allow a decision to be made on whether more effort is required.",
    "I appreciate the profound impact that CallMiner Eureka has on understanding customer interactions and agent skills. The category building functionality is fundamental for identifying key events and effectively communicating insights through scorecards.",
    "There are multiple reasons I would choose CallMiner again and again; it allows you to gather the most basic of information to incredibly intricate categories and scores that provide a wealth of data, the BA’s are always available and ready to help with anything tricky, and are always so knowledgeable, and the new functions coming to the system look absolutely amazing and open up some incredible opportunities for B2C interactions.",
    "Compared to the other platforms out there, it’s miles ahead. From an analyst view, it pinpoints quickly what you need to find. Probably the best bit is the willingness to adapt and tweak to fit your business. ‘It would be great if you could do this..”. Then they CSD will actually feed it back and on numerous occasions have managed to make the change.",
    "We have been able to continuously drive development through the features and partnership.",
    "I've been using CallMiner for 5 or more years now, and I’m extremely impressed with its ability to analyze customer interactions. The CallMiner tool offers powerful speech analytics that help us gain valuable insights from both voice and text data. The transcription accuracy is good, making it easy to search through thousands of calls quickly.",
    "CallMiner is an outstanding speech analytics platform that delivers deep insights into customer interactions. The interface is intuitive and easy to navigate, with customizable dashboards that allow teams to focus on the metrics that matter most. Reporting is powerful and detailed, making it easy to track trends, measure success, and identify areas for improvement.",
    "CallMiner helps support all projects within a business, customer experience should be at the forefront of every company. Understanding your customers will help grow and benefit your company and with CallMiner you can gain valuable insight whilst navigating an easy to use system.",
    "Best thing about CallMiner is that CallMiner team has been putting their experiences and learning with their innovative product enhancements to make the tool better for their end user. The team listens to our feedback, since we are the end users and that is great. CallMiner team has their roadmap for the next year ready and we are excited to see the enhancement and product launches very soon.",
    "CallMiner Eureka provides us with valuable and actionable insights around Agent and Customer opportunities. There is an abundance of data available to be able to identify and drive performance and process improvements. CallMiner also supports a large number of integrations with other technology partners."
  ],
  "ratings": [
    "4.5 out of 5 on G2",
    "4.6 out of 5 on Observe.AI",
    "4.3 out of 5 on NiCE CXone Mpower",
    "4.3 out of 5 on Verint Speech and Text Analytics",
    "4.5 out of 5 on 3CLogic Cloud Call Center",
    "4.5 out of 5 on CallMiner Eureka"
  ],
  "support_channels": [
    "email",
    "phone",
    "chat",
    "ticketing",
    "community",
    "24x7"
  ],
  "training_options": [
    "documentation",
    "webinars",
    "live_online",
    "onsite",
    "certification"
  ],
  "release_year": "2002",
  "integration_partners": [
    "Alorica",
    "Gant Travel",
    "WorkHuman",
    "Checkatrade",
    "G2",
    "Enthu.ai",
    "3CLogic Cloud Call Center",
    "Observe.AI",
    "NiCE CXone Mpower",
    "Verint Speech and Text Analytics",
    "Talkdesk"
  ],
  "id": "SW1032",
  "slug": "eureka-platform",
  "type": "product",
  "version": "1.0",
  "last_updated": "2025-10-11",
  "links_json": {
    "self": "https://www.healthaidb.com/software/eureka-platform.json"
  }
}