FORT LAUDERDALE, FL – CallMiner Inc., which sells enterprise speech analytics software, has received a $3 million investment from the Florida Growth Fund. The company raised $4 million from from Boston-based  Sigma Partners, Durham, NC-based  Intersouth Partners, and Florida-based Inflexion Partners, and an undisclosed strategic partner in September.

The Florida Growth Fund made the investment on the recommendation of the Fund’s management group, Hamilton Lane Advisors.

Greg Baty, a VP with Hamilton said, “CallMiner is an impressive software company and our extensive due diligence on their product and customers proved they are on a fast track to success.”

Other Investors in the company include Village Ventures, Williamstown, MA; and In-Q-Tel, the U.S. Intelligence venture arm based in Arlington, VA.

Speech analytics, which helps companies evaluate how well their service call people handle help requests, pinpoint anger or frustration in a caller’s voice, and target improvements, are becoming more and more common.

CallMiner Eureka!® enables organizations to hear and act on the true voice of their customers as captured in contact center conversations. Eureka speech analytics automates the overwhelming process of extracting information from customer calls uncovering consistent and reliable information about customer demands, market trends, how well agents are meeting their service needs and more.

We suspect anything that gives firms better data on how they’re doing with service calls is going to be a growth industry. People often dread making service calls to a firm, but we have noticed that even when dealing with outsourced reps in India, the way these calls are handled in the tech arena seems to be improving.

CallMiner clients include Continental Airline, Daimler Financial Services, and Comcast, among others.

The company raised an C round in an undisclosed amount in March, 2009, a $10 million B round in 2006 and a $2.8 million A round in 2004.

As part of CallMiner’s expansion activities over the next five years, it says it plans to increase total head count by nearly 150 percent, with 68 percent of the total team expected to be based in Florida.

Growth in CallMiner’s head count will come primarily in prestigious software development and professional services positions, with an average fully loaded annual salary of more than $70,000.

CallMiner presented at Tech Media’s  2010 Southeast Venture Conference.

For TechJournal South’s profile of the company in Feb. 2010 see:

CallMiner digs actionable gold from service calls

To contact TechJournal South writer/editor Allan Maurer: Allan at TechJournalSouth dot com.