Alorica, TE Connectivity, TP, UPMC Health Plan, and other leading organizations recognized for breakthrough results in operational excellence, contact center performance, and CX innovation

CallMiner, the global leader in AI-powered conversation intelligence and customer experience (CX) automation, announced the winners of the 2025 LISTEN Awards at its annual user conference, LISTEN 2025. The CallMiner LISTEN Awards honor customers and partners for their use of CallMiner’s CX automation platform, driving improvements across CX, contact center efficiency, agent performance, and more.

"In an increasingly complex CX landscape, where customer expectations are higher than ever, organizations must leverage technology to drive both satisfaction and efficiency," said Jeff Gallino, CEO and founder, CallMiner. "The CallMiner LISTEN Awards highlight standout organizations tackling the CX challenges of today – and tomorrow – head on. They’re using the CallMiner platform to transform how their companies do business, from empowering employees and elevating customer outcomes to embracing advanced AI capabilities and accelerating measurable impact. This year’s winners are setting the bar for excellence and innovation, and we’re honored to be part of their success."

Here are the 2025 LISTEN Award winners. You can learn more about the winners in the appendix:

• Customer-Focused Brand of the Year: Alorica, in partnership with CallMiner, is transforming digital customer engagement across every industry with efficiency-boosting automated QA, measurable gains in CSAT and NPS, and powerful performance insights that elevate every interaction.
• Coaches of the Year (Agent Experience / Improvement): UPMC Health Plan is empowering its teams and enhancing member experience by using CallMiner insights to optimize operations, streamline processes, and drive enterprise-wide coaching excellence.
• Teamwork Award: TE Connectivity is leveraging CallMiner Coach and advanced AI to transform coaching, and agent scoring and development, aligning performance improvements with customer and enterprise growth goals.
• Business Impact Partner of the Year: Zenylitics continually turns conversation intelligence into measurable business results through speed to insights, deep client partnerships, and transformative analytics leadership.
• BPO Partner of the Year: TP (ex Teleperformance) has embraced AI-driven analytics, automated processes, and talent development, using CallMiner to help optimize operations and measurable value for its global clients.
• CX Innovator of the Year: Built on CallMiner OmniAgent, Estafeta’s AI-powered voicebot, Beatriz, automates millions of interactions annually, delivering faster resolutions, higher satisfaction, and a new standard for CX automation.
• Contact Center Experience (CCX) Innovator of the Year: Atlanticus has boosted empathy scores, improved CX, and elevated agent performance across multiple vendors by combining AI-powered analytics with innovative coaching strategies.
• Contributors of the Year: These awards recognize individual team members who go above and beyond, significantly contributing to the growth and development of their teams and organizations. The 2025 winners are:
  • Jillian Albetz, Manager, Training and Quality, Porsche Financial Services, Inc.
  • Bassem Halim, Head of Global CX Insights and Development, cxperts
  • Monte Hytche, Solutions Support Specialist, Atlanticus
  • Jack Johnson, Insights & Analytics Manager, ACC Premiere
• Executives of the Year: These awards recognize passionate, trailblazing executives who lead by example and drive positive change within their organizations. The 2025 winners are:
  • Dari Damazo, SVP of Digital Support Services, Atlanticus
  • Kelly Seis, AVP Operations Support, Exeter Finance

Read more about the 2025 LISTEN Award winners and their accomplishments in CX, automation, and conversation intelligence in the appendix.

"What sets this year’s LISTEN Award winners apart is their commitment to partnership and collaboration," said Jonathan Ranger, Chief Customer Officer, CallMiner. "They’ve proven that when our teams work side-by-side, we can develop intelligent, scalable programs that go beyond short-term gains. These organizations are driving sustained innovation and unlocking greater value from the CallMiner platform that positively impacts customers, employees, and enterprise-wide results. Congratulations to this impressive group of winners."

To learn more about CallMiner, visit: https://callminer.com/

About CallMiner

CallMiner is the global leader in AI-powered conversation intelligence and customer experience (CX) automation. CallMiner captures and analyzes 100% of omnichannel customer interactions, delivering deep intelligence to optimize processes, enhance agent performance, and automate workflows and conversations at scale. With advanced AI and industry-leading analytics, CallMiner helps organizations transform customer insights into operational efficiency, cost reductions, and faster, data-driven business decisions. 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 and Facebook.

APPENDIX

Customer-Focused Brand of the Year: Alorica is a leader in digitally powered customer experiences. Through the CallMiner platform, Alorica is transforming how organizations across a range of industries – including banking, hospitality, telecom, and more – engage with their customers. The combination of Alorica and CallMiner means joint clients can embrace efficiency-boosting automated quality assurance (QA), CSAT and NPS improvement, complaints mitigation and troubleshooting, and agent performance enhancement. In fact, a recent bottom-to-top analysis on agent performance helped Alorica close training gaps across multiple clients. Alorica and CallMiner are focused on strengthening their partnership through enhanced platform knowledge and expanded product implementation with new clients.

Coaches of the Year (Agent Experience / Improvement): UPMC Health Plan, a world-renowned health care provider and insurer, focuses on delivering exceptional member services. With this goal in mind and the support of the CallMiner platform, UPMC Health Plan has gained the insights needed to improve contact center efficiency – optimizing billing language, reducing call volume, and decreasing call avoidance. The team has also been able to drive enterprise-wide progress, such as streamlining processes and increasing leadership engagement via a champion program. By combining data-driven insights, strategic coaching, and cross-team engagement, UPMC Health Plan has empowered staff, elevated member experience, and set a new standard for contact center excellence, all while improving the bottom line.

Teamwork Award: TE Connectivity, a provider of sensing solutions that drive global connectivity, recently implemented CallMiner Coach to establish more effective agent scoring and coaching capabilities. By adding CallMiner Coach to their current suite of CallMiner products, including advanced AI solutions, the company has been able to transform their agent workforce through the development of interaction performance coaching and documentation – which will include the addition of four new scorecards in the next two months. These coaching efforts directly and strategically align with TE Connectivity’s customer and enterprise growth goals.

Business Impact Partner of the Year: Zenylitics is redefining how organizations turn conversation intelligence and CX investments into measurable business value. With a relentless focus on speed to actionable insights, the company enables clients to streamline operations, uncover hidden efficiencies, drive revenue growth, and elevate CX. But their impact goes beyond technology, which is why they’ve been recognized in this category for the second year in a row. Zenylitics embraces a true spirit of partnership, immersing themselves in each client’s goals, challenges, and vision to ensure success. Their unique combination of advanced analytics, human insight, and collaborative engagement consistently delivers transformative results.

BPO Partner of the Year: TP, a global digital business services company, is consistently commitment to collaboration, working hand‑in‑hand to accelerate CallMiner’s platform capabilities and meet evolving market needs involving ingestion of large volumes of data to drive actionable insights for clients. TP uses CallMiner’s advanced AI capabilities, including summarization and deep analytics, to help streamline client programs, enhance accuracy, and automate QA processes that improve both efficiency and insight generation. TP pairs this technology leadership with a strong investment in their people, upskilling business analysts through CallMiner’s robust certification process to ensure maximum value for every joint client.

CX Innovator of the Year: Estafeta, a leading logistics company in Latin America, is revolutionizing customer service with its AI-powered voice bot, Beatriz, created with CallMiner OmniAgent and Microsoft Azure AI technologies. Beatriz automates millions of interactions per year, eliminates wait times, reduces average handling time (AHT), and frees up human agents to focus on more complex issues. The results are significant: with Beatriz, Estafeta can answer more calls (120% more) and customers are more satisfied (88% of customers rate their experience with the voice bot very positively; 89% say that service through the voice bot is easy). The company's innovative implementation has set a new benchmark for customer experience automation.

CCX Innovator of the Year: Atlanticus is focused on delivering financial solutions that meet the needs of everyday consumers. By strategically integrating CallMiner’s capabilities across seven vendor contact centers, they created a powerful coaching and analytics framework that lifted empathy scores by 44% in one quarter, improved overall CX by 2%, and realized sustained empathy gains to 93% even after focus metrics shifted. Further, by combining advanced AI capabilities with innovative coaching and workflow optimization, Atlanticus elevated agent performance, engagement, and operational efficiency, delivering measurable outcomes that advance contact center excellence.

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