CallMiner has been recognized as a core performing provider in the newly refreshed CMP Research Prism for Conversational IVR and Voicebot, further strengthening its position as a global leader in artificial intelligence driven conversation intelligence and customer experience automation. This acknowledgment places CallMiner among the vendors helping customer contact organizations elevate their automation capabilities while delivering more efficient interactions for customers across the voice channel.
CMP Research noted that self service technology continues to gain importance within customer contact environments. The Prism report states, “Self-service in the voice channel is a big opportunity. Historically enabled by touch-tone standard IVRs, recent advancements in conversational, generative and even some agentic models are prompting many executives to explore upgrading their automated voice experience.” This shift aligns with growing business priorities highlighted by CallMiner’s own 2025 CX Landscape Report, which found that 40 percent of senior customer experience and contact center leaders view AI powered automation as a key enabler for customers to independently resolve concerns.
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CallMiner has been included among the core performers recognized for empowering CX leaders to modernize their strategies through intelligent voice automation. The company’s OmniAgent solution focuses on automating omnichannel customer support with a level of human like responsiveness and precision that not only reduces operational pressure but also aims to improve satisfaction. Organizations using the solution can integrate virtual agent capabilities directly into CallMiner’s wider AI platform which allows them to better identify which customer interactions are most suitable for automation. Through continuous monitoring and analysis of virtual conversations they are able to adjust and improve performance over time and ensure more effective responses.
Jeff Gallino, CEO and founder of CallMiner, emphasized the significance of this shift in the industry. He said, “As organizations increasingly embrace automation including conversational IVR and voicebot solutions the ones that stand out will be those that balance operational efficiency with exceptional customer experiences. We believe that CallMiner is at the forefront of this evolution. With CallMiner OmniAgent, we’re empowering organizations with AI-powered, intelligent automation that harnesses deep insights from every interaction to better meet customer needs and preferences. The result is seamless, personalized automation that’s transforming how businesses connect with and serve their customers.”
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The CMP Research Prism evaluated 20 voice automation providers in this latest update. The framework was created by CMP Research, a division of Customer Management Practice, and undergoes review twice each year. Nicole Kyle, Managing Director of CMP Research, explained the importance of the evaluation system. She stated, “With the crowded technology landscape, customer contact leaders need a reliable source to guide their technology decisions. CMP Research Prism was created to assess solution providers like CallMiner to equip buyers and influencers of the customer contact and CX technology stack with insights to inform their investments.” The CMP Research Prism is the only assessment model designed exclusively for executives making decisions about CX technologies and helps them compare and select vendors with greater confidence.
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