CallMiner Named Strong Performer in Forrester Wave

CallMiner has been named a Strong Performer in The Forrester Wave: Customer Feedback Management And Analytics Solutions, Q3 2026.

The company received the highest possible scores across eight criteria: Vision, AI, Topic Modeling, Natural Language Understanding, Conversation Intelligence for CX, Analytics, Specialization, and Data Masking.

The report states: “CallMiner’s AI-native vision is one of the most forward-looking in the market, combining conversational intelligence, real-time action, and enterprise-scale CX insight.”

It also highlights conversation intelligence as a key strength, stating: “CallMiner’s strength is conversation intelligence, pairing strong text mining capabilities such as topic modeling and natural language understanding with advanced AI and analytics.”

This is CallMiner’s first inclusion in a Forrester Wave focused on customer feedback management and analytics.

CallMiner’s approach centres on combining customer conversations and feedback from voice and digital channels, rather than relying solely on solicited feedback or sampled interactions.

The company uses these interactions to identify customer needs and friction, support frontline performance, inform business decisions, and guide human and automated actions.

“Customer conversations are one of the richest and most direct sources of intelligence about the customer relationship,” said Jeff Gallino, CEO and founder of CallMiner.

“For us, our first inclusion in this evaluation reflects the growing importance of connecting customer intelligence to meaningful action across the enterprise.

Organizations do not need more AI for AI’s sake. They need trusted intelligence that helps them take measurable action, improve customer outcomes, and continuously strengthen both human and automated interactions.”

CallMiner’s conversation-first approach brings together customer feedback management, conversation intelligence, and CX automation.

The company says this enables organisations to capture and analyse interactions, take action through employee guidance, customer outreach, enterprise workflows and AI-powered automation, and use the resulting insights to inform future decisions and experiences.

The recognition comes as organisations look to connect expanding AI capabilities with measurable CX and business outcomes, with customer interaction data providing one source of insight for informing those decisions.

Author: Hannah Swankie

Reviewed by: Robyn Coppell