Best Speech Analytics Software

Speech analytics software analyzes ongoing or recorded calls and interprets emotional cues for quality assurance purposes. Speech analytics software uses similar technology found in voice recognition software where spoken language is analyzed using artifical intelligence. However, speech analytics solutions differ from voice recognition in that the latter is concerned with just speech transcription, while the former provides additional emotional analysis and performance insights.

These tools can help call center representatives identify when customers are agitated or stressed, allowing them to adapt in real time or improve after the fact. Speech analytics solutions either integrate with, or are offered as a preloaded feature of, contact center software.

To qualify for inclusion within the Speech Analytics category, a product must:

  • Record calls and/or analyze calls in real time
  • Provide insight into the emotional state of customers in real time or after the fact
  • Offer coaching to call center representatives
  • Keep an archive of recorded calls
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    (79)4.3 out of 5
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    Talkdesk is a next-generation, cloud-based contact center software that helps deliver delightful customer experiences. Unlike legacy systems, Talkdesk can be quickly and easily deployed without phones or hardware. Talkdesk’s web-based interface provides robust, enterprise-level contact center functionality with advanced features, comprehensive reporting and seamless out-of-the-box integrations with 25+ business tools, including Salesforce, Zendesk, and Slack. Talkdesk empowers contact center managers to make data-driven decisions based on comprehensive information and contact center agents to have personalized, effective conversations with customers.

    NICE inContact
    (14)4.4 out of 5
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    NICE inContact is the cloud contact center software leader with the world’s #1 cloud customer experience platform. NICE inContact CXone™ combines best-in-class Omnichannel Routing, Analytics, Workforce Optimization, Automation and Artificial Intelligence on an Open Cloud Foundation. NICE inContact’s solution empowers organizations to provide exceptional customer experiences by acting smarter and responding faster to consumer expectations. NICE inContact’s DEVone developer program is an extensive partner ecosystem, providing applications from partner companies on the CXexchange marketplace that are designed to integrate with CXone. NICE inContact is recognized as a market leader by the leading industry analyst firms.

    (35)4.7 out of 5
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    CallTrackingMetrics is the only digital platform that uses call tracking intelligence to inform contact center automation—resulting in a more personalized customer experience. Discover which marketing campaigns are generating leads and conversions, and use that data to automate call flows and power your contact center. Unify communications across your entire organization with our phone, text, online form, and chat tools. More than 30,000 customers around the globe trust CallTrackingMetrics to manage communications for their marketing, sales, and service teams. Integrations with systems like Google, Salesforce, Facebook, Zendesk, and Microsoft Dynamics ensure that call conversions are seamlessly integrated into existing sales and marketing processes. CallTrackingMetrics has also been recognized in Inc. Magazine's 5000™ list of fastest-growing private companies, and as a leader on G2 Crowd for inbound call tracking software.

    CallMiner Eureka
    (21)4.4 out of 5
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    CallMiner Eureka is a SaaS-based, customer engagement and speech analytics platform that leverages AI and machine learning to capture, transcribe and reveal insight from 100% of your customer interactions. The CallMiner Eureka platform transforms the Voice of Your Customers and Agents into operational intelligence at scale. Customer Engagement Analytics delivers dialog and sentiment visibility, agent performance management and PCI-supported sensitive data redaction to enable secure sharing throughout the organization. Through automated scoring with sentiment analysis and sensitive data redaction creates awareness at scale with evidence to more effectively drive customer experience, contact center optimization, sales effectiveness and risk mitigation performance. The Eureka speech-to-text engine combines deep neural networks and machine learning to achieve extraordinary levels of transcription accuracy with sentiment analysis. An automated categorization engine merges keyword and phrase identification with word tempo, silence, agitation and topic mapping to generate insight with predictive value for uniquely informed insight-to-action. Qualitative data from your contact center is a vast resource for understanding your most impactful bottom-line issues. The challenge is converting vast volumes of audio and text based data into actionable insight. Engagement Analytics accomplishes this task by: • Converting audio with language patterns, acoustics and timing into categorized results for focus • Identifying customer AND agent dialog with sentiment to pinpoint optimization opportunities • Delivering targeted audio and transcriptions to encourage action with data-driven confidence Eureka Engagement Analytics offers a suite of applications that deliver customer experience, contact center and compliance intelligence at scale from every call. A modular cloud-based platform makes it easy to securely discover and share insight, integrate with existing systems and drive action from awareness. Eureka products span real-time and post-call analytics. Graphical user interfaces with role-based dashboards tune analytics for analysts, managers and agents. Standards-based APIs facilitate integration with corporate systems.

    Verint Speech Analytics enables you to transcribe and analyze millions of calls to discover customer insights and improve contact center performance.

    Calabrio ONE elevates contact center workforce optimization (WFO) with its seamlessly embedded analytics tools. By bringing together call recording, quality management, workforce management and voice-of-the-customer (VoC) analytics into one fully-integrated workforce optimization (WFO) software suite, Calabrio ONE helps companies put their customers first. The integrated analytics helps business users of all backgrounds easily analyze and act upon the data gathered everyday in the contact center to improve customer satisfaction, protect your brand, increase product innovation. Whether you’re running your contact center in the Cloud, On-Premises, or in a Hybrid Environment, Calabrio ONE is easy to use, easy to personalize, and provides the smart insight you need to improve customer and agent experience in your contact center. Find news and information at Follow @calabrio on Twitter.

    An intelligent platform that listens to customer phone calls to surface insights. Enabling you to increase sales, improve customer loyalty & ensure compliance.

    VoiceBase is defining the future of deep learning and communications by providing unparalleled access to spoken information for businesses to make better decisions. With flexible APIs developers and enterprises build scalable solutions with VoiceBase by embedding speech-to-text, conversational analytics, and predictive analytics capabilities into any big voice application. VoiceBase’s customers include Amazon Web Services, Twilio, Nasdaq, HireVue and Veritone. The company is privately held and is based in San Francisco, California.

    Analyze LIVE calls with high accuracy, alerts, reminders, scripting, and call scoring. Do it all while the call is occurring:

    ia.Enterprise is a quality and liability management solutions that helps with call recording and monitoring, screen capture, quality management, agent scoring, and agent scripted coaching and learning.

    Nexidia Analytics organizes, analyzes, and operationalizes multichannel contact center interactions - providing crucial insight into the business in order to solve the business challenges and improve customer engagement.

    From NICE, the leader in contact center business performance solutions, comes Uptivity Workforce Engagement Management powerful technologies specifically designed to help your call center deliver a better customer experience.

    PerformLine is a marketing compliance company bringing SaaS automation and scale to companies.

    ransform call center and back office performance with workforce engagement call center software that engages employees and provides meaningful experiences

    An all-inclusive speech analytics application that enables you to visualize your audio using state-of-the-art speech recognition, transcription and text analytics technologies.

    SpeechIQ is an easy-to-use, cost-effective solution to drive agent productivity, operations efficiency and improved customer engagement.

    Talvala Surveillance is a compliance monitoring product, it combines an advanced speech-to-text transcription engine with alerts generation for a revolutionary 2-in-1 surveillance speech analytics solution.

    Unrivaled productivity with omni-channel reach. TCN's multichannel communications are designed with productivity and efficiency in mind. From inbound, outbound and blended to predictive dialing and customizable IVRs, TCN five you the power to connect with your customers like never before. Eliminate hassle with TCN's blended, inbound and outbound contact center suite. is building NLP Technology in Indian Languages to enable businesses interact and engage with their multi-lingual customers in the languages preferred by them