CallMiner named a leader in the SPARK Matrix: Conversational Intelligence, 2026 report. May 26, 2026 - CallMiner recognized by QKS Group for its AI-powered conversational intelligence, automation, and operational intelligence capabilities for fifth consecutive year CallMiner, the global leader in customer experience (CX) automation powered by deep conversation intelligence, has been named a leader in the SPARK Matrix(TM): Conversational Intelligence, Q2 2026 report by QKS Group for the fifth consecutive year. The demand for conversational intelligence solutions has surged. Organizations are increasingly leveraging AI to turn customer interactions into measurable business outcomes by uncovering intent, delivering real-time agent guidance, and more. These innovations are shifting customer engagement from reactive service toward proactive, personalized experiences - driving improvements in CX, operational efficiency, and agent performance across every channel. QKS Group's latest report highlights these trends and recognizes CallMiner's leadership in helping organizations excel in this rapidly evolving market. "AI has become woven into every customer interaction, and organizations need technology that can both understand conversations and act on them instantly," said Jeff Gallino, CEO and founder at CallMiner. "From identifying customer pain points to automating workflows, CallMiner's innovative combination of AI-powered analytics and automation empowers both human and AI agents to deliver better customer experiences and stronger operational results at scale. CallMiner's latest placement in the QKS Group SPARK Matrix further affirms our role in shaping the future of conversation intelligence and customer engagement." The report recognizes CallMiner for its comprehensive approach to conversation intelligence, combining AI-driven automation with analytics, performance management, and compliance capabilities. QKS Group highlights the platform's unified architecture across intelligence, augmentation, and automation layers as a key differentiator, enabling organizations to better connect customer insights with operational workflows. The report also praises CallMiner's 2025 acquisition of VOCALLS, now CallMiner OmniAgent, for strengthening its conversational AI and automated interaction capabilities across channels. The report notes additional platform strengths, including the ability to analyze customer interactions using automated scoring, sentiment and emotion detection, cross-channel journey analysis, integrated audio and screen recording, and CallMiner Coach for scalable agent performance management. "In today's CX environment, the most valuable operational signals are already embedded within everyday customer conversations," said Amandeep Singh Khanuja, Principal Analyst and Practice Director at QKS Group. "CallMiner brings this intelligence into focus through conversation analytics, AI, and automation, identifying patterns across customer intent, sentiment, compliance risk, and agent performance at scale. As organizations prioritize measurable outcomes, CallMiner's ability to connect conversation insight with structured action makes it a differentiated and high-impact solution in the conversational intelligence market." The QKS Group SPARK Matrix(TM) provides competitive analysis and ranking of the leading conversational intelligence vendors. QKS Group defines conversational intelligence as solutions that monitor, capture, transcribe, and analyze human-to-human and human-to-machine interactions across channels, generating structured insights from unstructured interaction data to support quality, compliance, and more informed decision-making across customer-facing operations.

Etech and CallMiner partner to deliver end-to-end conversation intelligence and professional services at scale. Partnership brings industry-leading AI and analytics capabilities to Etech customers, while expanding CallMiner's professional services delivery capacity WALTHAM, MA - May 12, 2026 - Etech Global Services, a leading enterprise contact center outsourcing provider, has selected CallMiner, the global leader in customer experience (CX) automation powered by deep conversation intelligence, as its primary partner for artificial intelligence (AI) and analytics. The agreement enables Etech to consolidate its technology stack and integrate CallMiner's advanced analytics and AI-driven automation directly into its own platform, delivering new levels of insight into performance and operational efficiency for Etech customers. In an era defined by shifting customer expectations and the rise of AI, organizations face growing pressure to innovate at speed while doing more with less. According to the 2025 CallMiner CX Landscape Report, 96% of organizations say AI will help them optimize CX strategy under financial strain, up from 91% in 2024. AI-powered analytics equip leaders with the insights they need to make faster, smarter decisions, improve performance, reduce costs, and strengthen customer loyalty. By combining CallMiner's industry-leading intelligence with Etech's professional services model and real-time coaching and automated QA platform - Qeval - joint customers can improve agent performance, enhance customer experience, and optimize business processes, creating a closed loop from insight to action. Additionally, as part of this strategic relationship, Etech's ETSLabs team will be CallMiner Analyst Certified (CMAC) to deliver professional services directly to CallMiner customers. This designation expands CallMiner's professional services network, adding certified experts who can help scale capacity, enhance customer deployments, and accelerate ROI. Etech's ETSLabs will provide certified CallMiner professional services, including: * Accelerator engagements for rapid platform optimization and training * Automated Quality Assurance (AQA) to support transitions from manual QA to full automation with 100% interaction coverage * Health Assessments that identify optimization opportunities within CallMiner deployments * Managed Analytics Services (MAS) for providing ongoing analyst support * Custom scoped projects tailored to unique customer goals and use cases "We've spent over a decade building one of the most technically capable contact center operations in the industry, with 4,000 people, a dedicated AI lab, and a team that's delivered measurable outcomes for some of the most demanding brands in the market. CallMiner was one of the only platforms that met our standard," said Jim Iyoob, President, ETSLabs and CRO Etech Global Services. "But what makes this partnership different isn't the technology alone. It's that our ETSLabs team is now CallMiner certified to deliver professional services directly to their customers. That means faster deployments, deeper optimization, and real ROI, not from a vendor, but from operators who've actually run contact centers. That's a combination this industry hasn't seen before." Looking ahead, the partnership will extend into virtual AI agent offerings through CallMiner OmniAgent, helping joint clients identify, implement, and continuously improve automation initiatives at scale. "We're excited about our new partnership with Etech, both as a technology and a professional services partner. Their deep industry expertise and commitment to measurable outcomes align perfectly with CallMiner's mission to help organizations uncover and act on customer insights in meaningful ways," said Jeff Gallino, CEO and founder, CallMiner. "Also, with ETSLabs' certified analysts augmenting our services team, we can make it even easier for customers to get value out of the platform, whether that's uncovering trends, improving agent performance, or automating processes and interactions. Together, we're delivering intelligence that drives action." About CallMiner CallMiner is the global leader in customer experience (CX) automation, powered by deep conversation intelligence. Leveraging AI agents and human expertise, CallMiner delivers smarter, more efficient interactions that transform CX and reduce operational costs. Advanced AI and industry-leading analytics turn every conversation into actionable intelligence, driving process optimization, performance gains, customer engagement, and enterprise-wide automation. CallMiner is trusted to improve CX for leading brands across technology, media and telecom, retail, manufacturing, financial services, healthcare, and travel & hospitality. To learn more, visit CallMiner.com, read the CallMiner blog, or follow us on LinkedIn, X, YouTube, and Facebook. About Etech Global Services Etech Global Services is a certified MBE owned business that manages more than 200 million customer interactions annually across nine contact centers in three countries. We've handled the complexity of healthcare, financial services, retail, telecommunications, and technology verticals. Our platform translates what actually works in the field into deployable AI that moves real business metrics. We know the obstacles because we've managed them at enterprise scale. About ETSLabs ETSLabs by Etech Global Services analyzes over 2 billion customer interactions annually, delivering AI-driven insights that improve quality, performance, and customer experience. Built from decades of operational expertise, ETSLabs transforms what works in real contact center environments into deployable AI that drives measurable business results. Learn more at https://etslabs.ai/.