CallMiner: CallMiner is an enterprise conversation intelligence platform that transcribes and analyzes voice and digital customer interactions for sentiment, intent, and compliance. Observe.AI: Observe.AI is a contact-center conversation intelligence platform that records, transcribes, and auto-scores customer calls and chats against quality scorecards while guiding agents in real time. We compare them on cost, capture approach, and day-to-day fit so you can choose faster.
How Hosiqo compares and tests toolsFinal recommendation
Shortlist CallMiner when contact centers monitoring agent performance and automating quality scoring and coaching matters most, and Observe.AI when contact-center agents getting real-time prompts and after-call summaries during live interactions matters most. Test each on your own meetings; the right choice tends to become obvious quickly.
CallMiner is an enterprise conversation intelligence platform that transcribes and analyzes voice and digital customer interactions for sentiment, intent, and compliance.
Observe.AI is a contact-center conversation intelligence platform that records, transcribes, and auto-scores customer calls and chats against quality scorecards while guiding agents in real time.
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
Observe.AI is a conversation intelligence and CX platform built for contact centers. It captures customer interactions across voice, chat, and email, then transcribes them using a proprietary automatic speech recognition (ASR) engine that produces diarized transcripts with built-in PII redaction. On top of those transcripts, it layers large language models to automatically evaluate 100% of conversations against configurable QA scorecards, replacing the manual sampling most quality teams rely on. The platform surfaces sentiment, keyword spotting, and operational insights, and feeds them into coaching workflows for supervisors. For frontline agents, an Agent Copilot delivers real-time guidance, next-best-action prompts, and automated after-call summaries during live interactions. It's aimed at enterprise CX, support, and sales operations in regulated industries such as banking, insurance, healthcare, and travel, and offers hundreds of pre-built integrations with common contact-center and CRM systems. Distinct points include full-coverage auto QA, real-time agent assist tied to live sentiment, and an ASR engine tuned specifically for contact-center audio rather than general meetings.
Best suited for
CallMiner is custom pricing (contact sales); Observe.AI is custom pricing (contact sales). Always confirm current pricing on each vendor's site before buying.
| Feature | CallMiner | Observe.AI |
|---|---|---|
| Core capability | Automatic transcription of voice and digital interactions across multiple languages | Proprietary ASR that produces diarized call transcriptions with built-in PII redaction |
| Standout feature | Acoustic and linguistic sentiment and emotion analysis (frustration, satisfaction, effort) | Automated quality assurance that scores 100% of interactions against configurable QA scorecards |
| Team usage | Real-time agent guidance and alerts during live calls plus post-call analysis | Real-time Agent Copilot delivering live guidance, prompts, and next-best-action suggestions |
| Integrations | Automated redaction of sensitive numeric data for compliance and security | Automated after-call summaries for voice and chat interactions |
| Languages & capture | Automated scoring and quality management for compliance, performance, and sales | Sentiment analysis, keyword spotting, and conversation analytics across voice, chat, and email |
| Best-fit workflow | Omnichannel coverage: voice, chat, email, surveys, social, and screen recordings | Supervisor coaching workflows and pre-built integrations with contact-center and CRM tools |
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.
Observe.AI
Choose Observe.AI if you need quality assurance teams auto-scoring every support call against compliance and qa scorecards — strengths include auto-scores 100% of conversations instead of a small manual sample, giving full qa coverage.
CallMiner
Observe.AI
It depends on your workflow. CallMiner is strong for contact centers monitoring agent performance and automating quality scoring and coaching, while Observe.AI is strong for quality assurance teams auto-scoring every support call against compliance and qa scorecards. Both transcribe and summarize meetings.
CallMiner is custom pricing and Observe.AI is custom pricing. Check each vendor's pricing page for the latest plans and free-tier limits.
Often yes: teams combine tools when one handles capture and another handles analysis.
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