Contact Centre Analyst Report: 11 Vendors Ranked

The Forrester Wave™: Conversation Intelligence for Customer Service, Q3 2023

The long wait is over!  Forrester has published its ranking of 11 software solution providers in the conversation intelligence space, specifically for customer service.

And CallMiner has been named the sole Leader.

What Forrester Has to Say About CallMiner

“CallMiner translates its mission statement, “elevating insights from the contact center to the boardroom,” into tangible action by integrating this mission into every aspect of its decision-making processes. ”*


“CallMiner’s leadership stems from its mastery of operational workflows. Its highly configurable and flexible taxonomy management experience, coupled with a vast library of prebuilt categories, delivers value to customers. Its quality scoring product enables teams of varying maturity levels to go beyond compliance tracking, translating system scores into meaningful coaching moments.”*

The report also includes an overview of the current state of the conversation intelligence for customer service marketplace. Use the report to learn more about the industry as well as to help formulate your short list of vendors if you’re currently in market for a solution.



To access the CallMiner report Click Here

CallMiner is the global leader in conversation intelligence to drive business performance improvement. CallMiner delivers the industry’s most comprehensive platform to analyse omnichannel customer interactions at scale, combining deep domain expertise with cutting edge AI technology and machine learning. By connecting the dots between insights and action, 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 organisations across all major verticals including technology, media and telecom (TMT), retail, manufacturing, financial services, healthcare, and travel and hospitality.

For additional information on the CallMiner view their Company Profile

*The Forrester Wave™: Conversation Intelligence for Customer Service, Q3 2023

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