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Case study

Call Miner

Our Client

Call Miner

What We Did

Nearshore Staffing


Conversation Analytics


Seven months to hire 15 developers




CallMiner is the global leader in conversation analytics to drive business performance improvement. Powered by artificial intelligence and machine learning, CallMiner delivers a platform to analyze omnichannel customer interactions, so organizations can interpret sentiment and identify patterns.

By connecting the dots between insights and action, CallMiner enables companies to identify areas of opportunity for business improvement, growth and change.

CallMiner is trusted by the world’s leading organizations across retail, financial services, healthcare and insurance, travel and hospitality, and more.




CallMiner leverages Artificial Intelligence (AI) and Machine Learning (ML) to analyze customer interactions across all channels and automatically uncover actionable intelligence, which drives contact center performance improvement by gathering key business intelligence.

Outsourcing for the first time, they needed a nearshore partner that delivered the right talent in the same time zone to meet a challenging goal.


CallMiner had seven months to deliver a critical product launch and needed to significantly grow their development team by 15 people within 3 months. Unable to hire this quickly, they set out to find a partner that could staff their needs.

Over the next six months, CallMiner investigated 75 companies in 18 countries, eventually narrowing down the list to four finalists: Indonesia, Romania, Argentina, and Costa Rica. In the end, they chose Costa Rica for the following reasons:

  • The talent pool
  • Time zone alignment
  • Government/exchange stability

In addition, since CallMiner has several patents and copyrights, the fact that Costa Rica is part of The Central America Free Trade Agreement (CAFTA) gave them confidence that their intellectual property would be protected. After selecting Costa Rica, CallMiner contacted four major companies, including EX Squared.

After visiting locations and meeting with each management team, we won the bid because of our convenient downtown location, highly experienced and professional staff, and modern facilities.


After seven months, our Costa Rica team was hitting the same development velocity targets as their U.S. counterparts - who had been with the company for 10 years.


Near shore developers to keep your IT roadmap moving forward…and on budget.

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