| Compass | CallMiner Eureka | |
|---|---|---|
| Platform Type | Compass: Conversation Quality, Compliance, Coaching, and Findings Intelligence. Omni-channel across sales, CS, support, and contact center. | Conversation Analytics + CX Automation |
| Core Analysis Approach | Findings Intelligence. Compass aggregates insights across every customer touchpoint into structured, actionable findings, each anchored to the exact transcript moment and delivered to the team that needs to act on it, with recommendations on what to do next. | Keyword and rule-based analytics with AI layered on top. Findings surfaced through configured categories and manual query building. |
| Primary Users | Revenue, CS, Support, QA, and Compliance leaders | Dedicated speech analysts, data teams, IT-supported QA |
| Interface Philosophy | Ask questions in plain English, get answers with evidence | 12+ product modules, configuration-heavy dashboards, query builders |
| Ideal Customer | 5-500+ agent teams in fintech, health services, home services, insurance | Large enterprise contact centers (1,000+ seats) with dedicated analytics staff |
| Pricing Model | Transparent, scales with your team | Custom enterprise pricing |
| Capability | Compass | CallMiner |
|---|---|---|
| 100% interaction analysis | ✓ | ✓ |
| Evidence-backed findings (grounded in specific transcript moments with timestamps) | ✓ | ✗ Keyword matches, not evidence chains |
| Behavioral detection (what actually happened, not just keywords) | ✓ 364+ detected behaviors | ✗ Rule and keyword-based categories |
| System confidence scoring (tells you how much to trust each evaluation) | ✓ | ✗ |
| Predicted CSAT from conversation content | ✓ | ✗ |
| Natural language questions ("Why are customers churning?") | ✓ Built-in | ✗ Requires analyst to build queries |
| Capability | Compass | CallMiner |
|---|---|---|
| Automated QA | ✓ Evidence-based pipeline | ✓ Rule-based scoring |
| Custom scoring rubrics by interaction type | ✓ Different rubrics for sales, support, informational, recovery | ✗ Limited customization |
| Test rubrics before deploying | ✓ | ✗ |
| Evaluation quality auditing (system checks its own work) | ✓ | ✗ |
| Plain-English scorecard setup | ✓ Type your questions, Compass understands them | ✗ Requires category and rule configuration |
| Capability | Compass | CallMiner |
|---|---|---|
| Agent Lift Analysis (which behaviors drive outcomes) | ✓ | ✗ |
| Coaching recommendations from evidence | ✓ | ✗ |
| Per-agent performance tracking | ✓ | ✓ |
| Supervisor can find coaching moments without analyst help | ✓ | ✗ Typically requires analyst to surface examples |
| Capability | Compass | CallMiner |
|---|---|---|
| Ask questions in plain English, get answers | ✓ | ✗ |
| Saved queries as reusable dashboard tiles | ✓ | ✓ (via Visualize module) |
| Configurable dashboards | ✓ | ✓ (via Visualize module) |
| Root cause analysis | ✓ Behavioral co-occurrence, automatic | ✓ Manual category mapping |
| Automated recurring analytics | ✓ | ✓ |
| Capability | Compass | CallMiner |
|---|---|---|
| Multi-channel ingestion (voice, chat, email, SMS) | ✓ | ✓ |
| Meeting capture (Zoom, Teams, Google Meet) | ✓ | ✓ |
| Real-time agent assist | ✓ Phase-aware, context-driven | ✓ Keyword-triggered prompts |
| PII redaction | ✓ | ✓ (dedicated Redact module) |
| Screen recording | ✗ | ✓ (dedicated Screen Record module) |
| Customer-facing AI agents | No - Chordia analyzes conversations, it doesn't replace the humans having them | ✓ OmniAgent |
| Built-in CRM | ✓ | ✗ |
| SSO / RBAC | ✓ | ✓ |
| API access | ✓ | ✓ |
| SOC 2 Type II | ✓ | ✓ |
CallMiner is a mature speech analytics platform built for large enterprise contact centers with dedicated analyst teams. It scores calls through keyword categories and rule configuration inside the contact center. Compass delivers Findings Intelligence: structured, evidence-anchored findings surfaced from every customer conversation, with recommendations on what to do next, across calls, email, support tickets, video, and chat, spanning your CCaaS, CRM, helpdesk, email, video conferencing, and VoIP tools. QA and compliance leaders get the automated, evidence-based scoring they'd expect. Revenue and CS leaders get forecasting, deal momentum, and renewal risk from the same platform.
One thread. Every customer. From first touch to renewal.
