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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    Talkdesk
    (82)4.3 out of 5
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    Optimized for quick response

    Talkdesk Enterprise Cloud Contact Center empowers companies to make customer experience their competitive advantage. With enterprise-class performance and consumer-like ease of use, Talkdesk easily adapts to the evolving needs of sales and support teams and their end-customers, resulting in increased customer satisfaction, productivity and cost savings. Over 1,400 innovative enterprises around the world, including Discovery Education and Peloton, rely on Talkdesk to power their customer interact

    NICE inContact
    (15)4.3 out of 5
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    Optimized for quick response

    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

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

    CallTrackingMetrics
    (41)4.7 out of 5
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    Optimized for quick response

    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 ma

    CallMiner Eureka
    (21)4.4 out of 5
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    Optimized for quick response

    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 thr

    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

    Designed by seasoned sales and customer success professionals, ExecVision is the only conversation intelligence software that was built to empower organizations to coach people efficiently at scale, improving performance and driving revenue. ExecVision analyzes conversations, providing the ability to identify what was said, the context of what was said, positive or negative reaction, and the phase of the conversation where it occurred. ExecVision then interprets and compares outcomes, giving yo

    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.

    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 i

    3CLogic Cloud Call Center
    (0)
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    Optimized for quick response

    Enterprises across the world modernize their communications with employees and customers with 3CLogic’s Cloud Contact Center Platform. Built on Amazon Web Services (AWS), the solution provides advanced and scalable speech-enabled offerings for leading CRMs systems of record and service management platforms including ServiceNow, Microsoft Dynamics, SAP, SugarCRM and Salesforce. With deployments on four continents and a growing base of Global 2000 clients, 3CLogic drives digital transformation b

    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.

    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.

    Vernacular.ai is building NLP Technology in Indian Languages to enable businesses interact and engage with their multi-lingual customers in the languages preferred by them

    Observe.AI uses a unique SpeechNLP approach to perform a deep analysis of the combined audio and text stream to detect patterns in tone of the speaker to derive rich call signals. Observe.AI models uncover new insights with no supervision. You can discover what your customers are talking about and how key drivers are trending in a matter of weeks. Observe.AI is an agent-first solution. Real-time call analysis is pushed to a live feed and personalized for each agent.

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