CallMiner, a Waltham, MA-based provider of customer interaction analytics solutions, raised $16m in funding.
The round was led by new investor NewSpring Capital with participation from all current major investors including Sigma Partners, Intersouth Partners, and the Florida Growth Fund.
The company intends to use the funds to fund the customer base, increase the global delivery presence, and extend the product suite into customer engagement optimization.
Founded in 2002 and led by Terry Leahy, President and CEO, CallMiner provides customer interaction analytics solutions to businesses in manufacturing, energy, utilities, collections, financial services, travel, hospitality, retail, health care and communications to improve contact center performance and gather business intelligence by automating their ability to analyze every customer interaction. The company’s cloud-based voice of the customer analytics solution automatically analyzes contacts across calls, chat, email, and social.
It offers both real-time monitoring and post-call analytics, delivering actionable insights to contact center staff, business analysts, and executives.