CallMiner Eureka is a speech analytics platform that analyzes customer interactions to improve service quality, enhance customer experience, and drive business insights.
CallMiner Eureka is an AI-powered conversation analytics platform that analyzes customer interactions across voice, text, chat, email, social media, and surveys to uncover insights into customer emotions, behaviors, and preferences, driving improvements in service quality, agent performance, and business outcomes. Its core value proposition lies in delivering a comprehensive omnichannel solution that combines speech-to-text transcription, machine learning, natural language processing, emotion detection, automated scoring, and intelligent topic discovery to transform raw conversations into actionable intelligence at scale. Key features include real-time and post-call analytics, customer journey mapping, agent coaching tools, screen recording integration, and agentic AI capabilities such as multi-step planning, adaptive learning, and proactive assistance for enhanced decision-making. Designed for contact centers, sales teams, and enterprises in industries like finance, healthcare, and retail, it supports use cases such as compliance monitoring, lead qualification, churn reduction, and sales enablement by evaluating 100% of interactions. What sets CallMiner Eureka apart is its open architecture with robust API integrations for CRM, telephony, and workforce optimization systems, user-friendly customizable scorecards that reduce reliance on professional services, and proven recognition as the best speech analytics solution for its depth, speed, and ability to score emotional nuances like tempo, volume, and agitation.[1][2][3][5]
Sources
Privacy Policy states data is used to 'better understand how users access and use our Site and our Services' and for 're
No training opt-out mechanism was identified in the legal documents.
Moderate risk. Suitable for internal data but avoid confidential information.
Privacy Policy states data is used to 'better understand how users access and use our Site and our Services' and for 'research and analytical purposes,' but does not explicitly state whether user content trains AI models. Language is vague on model training specifically, though 'improve our Site and Services' could imply training use.
“[Privacy] 'To better understand how users access and use our Site and our Services, both on an aggregated and an individualized basis, to improve our Site and Services, and for other research and analytical purposes.'”
Terms of Service and Privacy Policy do not explicitly define the scope of content license granted by users. The absence of clear license terms creates ambiguity about whether CallMiner claims rights to user-generated content or outputs, though no perpetual or sublicensing language is explicitly stated.
“[ToS] Not found in documents”
Privacy Policy permits sharing with 'affiliates,' 'marketing partners,' 'service providers,' and 'authorized other parties,' with some controls mentioned (e.g., 'subject to this Policy'). However, specific sub-processor lists are not published, and sharing with 'data brokers' and 'advertising networks' is mentioned without detailed DPA requirements.
“[Privacy] 'We may disclose the information we collect from you to our affiliates or subsidiaries... to other parties that jointly participate in marketing initiatives... to vendors, service providers, contractors or agents who perform functions on our behalf.'”
Privacy Policy states retention is 'for as long as necessary to provide our Services to you, to fulfil the purposes described in this Policy, and/or to assist with our business purposes, or as required by law,' which is vague. No specific retention periods, automatic deletion timelines, or account termination cleanup procedures are documented.
“[Privacy] 'We retain your personal information for as long as necessary to provide our Services to you, to fulfil the purposes described in this Policy, and/or to assist with our business purposes, or as required by law, regulation, or internal policy.'”
Terms of Service and Privacy Policy do not explicitly address ownership of outputs generated by the service. The absence of clear IP ownership language creates ambiguity about whether the company retains exclusive ownership of content created with CallMiner Eureka.
“[ToS] Not found in documents”
Privacy Policy mentions GDPR compliance, Standard Contractual Clauses, and EU representative (VeraSafe), but does not reference SOC 2 Type II, ISO 27001, HIPAA, or other formal security certifications. A 'Security' link is mentioned in the footer but no detailed security documentation is provided in the available documents.
“[Privacy] 'We have implemented reasonable measures to protect the information we collect from loss, misuse, and unauthorized access... When CallMiner is processing information collected at the direction of CallMiner's customers, we are acting as a data processor.'”
Track and measure your AI tools with Olakai's observability platform.
Explore Olakai