CallMiner: CallMiner is an enterprise conversation intelligence platform that transcribes and analyzes voice and digital customer interactions for sentiment, intent, and compliance. Dovetail: Customer insights platform that centralizes interviews and feedback, with AI transcription, analysis, search, and a research repository. The right pick comes down to team size, budget, and the workflows you want to automate.
How Hosiqo compares and tests toolsFinal recommendation
Shortlist CallMiner when contact centers monitoring agent performance and automating quality scoring and coaching matters most, and Dovetail when building a searchable repository of customer insights matters most. Trial each on a few real meetings before you commit — the better fit usually shows fast.
CallMiner is an enterprise conversation intelligence platform that transcribes and analyzes voice and digital customer interactions for sentiment, intent, and compliance.
Customer insights platform that centralizes interviews and feedback, with AI transcription, analysis, search, and a research repository.
CallMiner is an enterprise speech and conversation analytics platform, built around its Eureka product, that captures and analyzes customer interactions across voice and digital channels. It records and transcribes calls into text, then applies acoustic and linguistic AI to surface sentiment, emotion, intent, and behavioral signals — quantifying frustration, effort, satisfaction, and confidence rather than sampling a fraction of conversations. Designed for contact centers and large enterprises, it spans modules for analysis, automated agent scoring and coaching, real-time guidance during live calls, automated redaction of sensitive data, multilingual translation, and interactive dashboards. CallMiner ingests voice, chat, email, surveys, social media, and screen recordings, applying scoring models to isolate compliance risks, fraud, quality issues, and sales outcomes. It also includes generative and agentic AI features such as automatic category creation, contact summarization, and natural-language discovery. The platform is used across healthcare, finance, retail, insurance, and BPO sectors, and was named a leader in The Forrester Wave: Conversation Intelligence Solutions for Contact Centers, Q2 2025.
Best suited for
Dovetail is a customer insights and research platform that centralizes qualitative data from user interviews, sales calls, support tickets, and research studies into a single repository powered by AI. Teams can upload or import interview recordings and let Dovetail handle AI transcription, then analyze the material to turn raw feedback into structured intelligence. Its AI capabilities include automatic analysis, AI chat and search across customer data, AI dashboards that visualize trends alongside business metrics, and AI docs for creating shareable outputs. The research repository organizes studies, transcripts, tags, and highlights so insights remain searchable and reusable across projects, and highlight reels let teams clip and share video evidence of key moments. Dovetail supports transcription in multiple languages and includes redaction of sensitive information for privacy. It connects to other tools through integrations and an API so customer signals can flow across a team's stack. Used by product, design, research, and customer experience teams, Dovetail aims to replace assumption-based decisions with evidence drawn directly from customer conversations and feedback. Pricing varies by plan. Check the official website for current pricing.
Best suited for
CallMiner is custom pricing (contact sales); Dovetail is a free tier with paid upgrades (freemium). Always confirm current pricing on each vendor's site before buying.
| Feature | CallMiner | Dovetail |
|---|---|---|
| Core capability | Automatic transcription of voice and digital interactions across multiple languages | AI transcription of interview and meeting recordings |
| Standout feature | Acoustic and linguistic sentiment and emotion analysis (frustration, satisfaction, effort) | Automatic analysis that turns raw feedback into structured insights |
| Team usage | Real-time agent guidance and alerts during live calls plus post-call analysis | AI chat and search across all customer data |
| Integrations | Automated redaction of sensitive numeric data for compliance and security | Research repository for transcripts, tags, and highlights |
| Languages & capture | Automated scoring and quality management for compliance, performance, and sales | Highlight reels and video clips of key moments |
| Best-fit workflow | Omnichannel coverage: voice, chat, email, surveys, social, and screen recordings | AI dashboards, AI docs, and sensitive-information redaction |
CallMiner
Choose CallMiner if you need contact centers monitoring agent performance and automating quality scoring and coaching — strengths include analyzes 100% of interactions rather than a sampled subset, reducing blind spots.
Dovetail
Choose Dovetail if you need transcribing and analyzing user research interviews — strengths include centralizes interviews and feedback from many sources in one repository.
CallMiner
Dovetail
It depends on your workflow. CallMiner is strong for contact centers monitoring agent performance and automating quality scoring and coaching, while Dovetail is strong for transcribing and analyzing user research interviews. Both transcribe and summarize meetings.
CallMiner is custom pricing and Dovetail is a free tier with paid upgrades. Check each vendor's pricing page for the latest plans and free-tier limits.
You can — some teams pair them when each covers a different part of the meeting workflow.
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