# Best Speech Analytics Software

  *By [Jeffrey Lin](https://research.g2.com/insights/author/jeffrey-lin)*

   Speech analytics software analyzes ongoing or recorded calls and detects emotional cues for quality assurance. The software uses similar technology found in [voice recognition software](https://www.g2.com/categories/voice-recognition) where spoken language is analyzed using artificial intelligence. However, speech analytics differs from voice recognition in that the latter is concerned with just speech transcription and identifying the speaker, while the former provides emotional analysis and sentiment analysis for performance insights.

Speech analytics tools help call center representatives and managers identify when customers are agitated, confrontational, or stressed. It allows them to adapt and improve their representative’s future performance by coaching them on how to react to difficult situations and providing satisfactory customer support. Speech analytics solutions either integrate with or are offered as a preloaded feature of [contact center software](https://www.g2.com/categories/contact-center).

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

- Record or analyze calls in real time
- Provide insight into the emotional state of customers in real time or after the fact
- Generate quality assurance reports to improve performance of call center representatives
- Archive all recorded calls





## Category Overview

**Total Products under this Category:** 151


## Trust & Credibility Stats

**Why You Can Trust G2's Software Rankings:**

- 30 Analysts and Data Experts
- 20,300+ Authentic Reviews
- 151+ Products
- Unbiased Rankings

G2's software rankings are built on verified user reviews, rigorous moderation, and a consistent research methodology maintained by a team of analysts and data experts. Each product is measured using the same transparent criteria, with no paid placement or vendor influence. While reviews reflect real user experiences, which can be subjective, they offer valuable insight into how software performs in the hands of professionals. Together, these inputs power the G2 Score, a standardized way to compare tools within every category.


## Best Speech Analytics Software At A Glance

- **Leader:** [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews)
- **Highest Performer:** [JustCall](https://www.g2.com/products/saas-labs-justcall/reviews)
- **Easiest to Use:** [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews)
- **Top Trending:** [Creovai](https://www.g2.com/products/creovai/reviews)
- **Best Free Software:** [Convin.ai](https://www.g2.com/products/convin-ai/reviews)


---

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### evaluagent

evaluagent gives contact centres a single platform for Auto-QA and Conversation Intelligence - so you can score every interaction automatically, uncover what's really happening across your customer conversations, and take action that actually improves performance. Built around Auto-QA at its core, evaluagent scores every interaction automatically from day one. Add Conversation Intelligence and you unlock a deeper layer of insight - understanding not just how conversations are handled, but what they reveal about your customers, your processes, and where to act next. Get up and running quickly Connect to your existing tech stack easily. evaluagent integrates with Five9, Genesys, 8x8, Salesforce, Intercom, Talkdesk, Amazon Connect, Puzzel, Freshdesk, Aircall, and more. An intuitive interface means your team can hit the ground running, with dashboards and reports that are easy to understand and share. Need to push data further? Connect seamlessly to Power BI, Tableau, Looker, Metabase, and more. Score 100% of interactions automatically Handle growing conversation volumes without growing your team. Fully customisable AI scorecards evaluate every interaction across every channel, automatically flagging priority conversations for human review where it matters most. Turn conversations into intelligence Analyse every call, chat, email and more to identify patterns, understand root causes, and predict CX trends - all without manual effort. Insights are easy to share across teams so everyone's working from the same picture. Improve agent performance, consistently Objective, consistent scoring across all channels - paired with an integrated LMS - means coaching is targeted, timely, and fair. Whether you're developing human agents or digital ones, evaluagent helps your team improve continuously, not just reactively. Build a culture agents actually want to be part of Fair evaluations, gamified recognition, and personalised feedback give agents a clear sense of how they're doing and where they're headed. Better engagement leads to better retention and better customer experiences.



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---

## Top-Rated Products (Ranked by G2 Score)
  ### 1. [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews)
  The Genesys Cloud CX™ platform is trusted by thousands of small, medium and large enterprises and recognized across the globe as an industry-leading cloud call center solution and customer experience (CX) platform. No matter where the customer conversation starts or ends, Genesys Cloud CX transforms your customer experience. It connects insights across teams, tools and interactions so you have the data to address customers problems with ease. Meet your customers anywhere, anytime, on any channel, with a suite of digital channels. Automate Successful Outcomes Simplify how you connect with customers across channels. With smart automation across the entire customer journey, you can use data and insights gained to take the right action at the right time to create the best outcomes. With an all-in-one suite of digital capabilities in Genesys Cloud CX, call center employees and customers can engage in seamless conversations across digital channels like chat, email, text and social media. Enhance the customer experience with bots and predictive artificial intelligence (AI) and route to a human call center agent when customers have more complex needs. Innovate at Scale Give your employees and call center agents the information they need in a tool built to drive engagement, improve customer interactions and boost your team’s performance. Reimagine Experiences that Matter Use Genesys Cloud CX as an all-in-one cloud call center application and easily extend the suite with hundreds of packaged integrations. Take full advantage of the composable customer experience platform with third-party integrations and applications so you can reach customers any moment, on any channel. Genesys is redefining the customer experience with innovative call center software. Our award-winning Genesys Cloud CX deploys in days, is intuitive to use and innovates with upgrades each week. With real-time dashboards, simple management tools and analytics, Genesys Cloud CX provides the insights you need to run your business. And you’ll take your contact center and CX strategy into tomorrow — no matter where your agents are located or which channels they handle.


  **Average Rating:** 4.4/5.0
  **Total Reviews:** 1,447

**User Satisfaction Scores:**

- **Has the product been a good partner in doing business?:** 8.5/10 (Category avg: 9.2/10)
- **Quality of Support:** 8.2/10 (Category avg: 9.0/10)
- **Ease of Use:** 8.9/10 (Category avg: 9.0/10)
- **Ease of Admin:** 8.5/10 (Category avg: 8.8/10)


**Seller Details:**

- **Seller:** [Genesys](https://www.g2.com/sellers/genesys)
- **Company Website:** https://www.genesys.com
- **Year Founded:** 1990
- **HQ Location:** Menlo Park, CA
- **Twitter:** @Genesys (32,257 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/601919/ (8,509 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Who Uses This:** Case Advocate, Manager
  - **Top Industries:** Information Technology and Services, Financial Services
  - **Company Size:** 46% Mid-Market, 40% Enterprise


#### Pros & Cons

**Pros:**

- Ease of Use (144 reviews)
- Features (103 reviews)
- Reliability (79 reviews)
- Efficiency (74 reviews)
- Intuitive (62 reviews)

**Cons:**

- Limited Features (58 reviews)
- Missing Features (55 reviews)
- Complexity (44 reviews)
- Inadequate Reporting (38 reviews)
- Learning Curve (38 reviews)

  ### 2. [CloudTalk](https://www.g2.com/products/cloudtalk/reviews)
  CloudTalk is the leading global AI business calling software for growing SMBs, offering unparalleled call quality and country coverage. Over 4,000 modern SMBs rely on CloudTalk's crystal-clear call quality in over 160 countries, seamless integration with existing systems, and AI-powered analytics to have MORE and BETTER calls. Best-in-class dialers, CTIs, productivity features, and seamless integrations boost call volume by up to 120%. Superior call quality, extensive country coverage, AI-powered coaching, call recordings, transcripts, and more ensure every conversation is effective and professional. Whether you need a powerful phone system to scale outbound sales, a reliable phone option to support your existing help and service channels, or a modern replacement for traditional phone lines and manual dialing, CloudTalk is designed to meet your needs and drive your global growth. Learn more on a 1:1 personalized demo: https://www.cloudtalk.io/demo/


  **Average Rating:** 4.4/5.0
  **Total Reviews:** 1,716

**User Satisfaction Scores:**

- **Has the product been a good partner in doing business?:** 8.9/10 (Category avg: 9.2/10)
- **Quality of Support:** 8.8/10 (Category avg: 9.0/10)
- **Ease of Use:** 9.1/10 (Category avg: 9.0/10)
- **Ease of Admin:** 8.9/10 (Category avg: 8.8/10)


**Seller Details:**

- **Seller:** [CloudTalk](https://www.g2.com/sellers/cloudtalk)
- **Company Website:** https://www.cloudtalk.io
- **Year Founded:** 2016
- **HQ Location:** New York
- **LinkedIn® Page:** https://www.linkedin.com/company/17944841/ (197 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Who Uses This:** CEO, Account Executive
  - **Top Industries:** Computer Software, Information Technology and Services
  - **Company Size:** 64% Small-Business, 32% Mid-Market


#### Pros & Cons

**Pros:**

- Ease of Use (358 reviews)
- Reliability (170 reviews)
- Intuitive (162 reviews)
- Helpful (155 reviews)
- Calling Features (152 reviews)

**Cons:**

- Call Issues (176 reviews)
- Connection Issues (81 reviews)
- Call Management (69 reviews)
- Missing Features (68 reviews)
- Poor Connectivity (50 reviews)

  ### 3. [Voiso](https://www.g2.com/products/voiso/reviews)
  Voiso is an AI-powered contact center platform designed to enhance the efficiency and effectiveness of sales and support teams. By leveraging advanced technology, Voiso enables organizations to deliver superior customer interactions at a faster pace. This platform caters to a diverse range of users, from high-growth startups to established global enterprises, all seeking to improve agent productivity, lower operational costs, and expand customer engagement across various channels and regions. The target audience for Voiso includes businesses of all sizes that require a robust solution for managing customer communications. Whether a company is focused on outbound sales campaigns or managing inbound customer support, Voiso provides the necessary tools to streamline operations. The platform is particularly beneficial for teams looking to enhance their performance through automation and data-driven insights, allowing them to focus on building relationships with customers rather than getting bogged down by administrative tasks. Voiso offers a comprehensive suite of features that set it apart in the contact center software category. The AI Predictive Dialer is a standout feature, enabling agents to make up to four times more calls per hour while significantly reducing call abandonment rates. This tool automates the outbound calling process by utilizing real-time data to connect agents with live prospects quickly, minimizing downtime and maximizing productivity. Additionally, the Flow Builder allows users to create customized call flows and interactive voice responses (IVRs) without any coding knowledge, further enhancing operational efficiency. Another key feature is the AI Speech Analytics, which provides instant insights into conversations. With the ability to transcribe calls with high accuracy and perform sentiment analysis, this tool empowers teams to understand customer interactions better and ensure compliance across multiple languages. Voiso’s omnichannel capabilities enable businesses to engage customers through various platforms, including voice, SMS, and social media, all managed from a single interface. This integration fosters improved customer engagement and response times, making it easier for teams to connect with their audience. Real-time dashboards and a mobile app further enhance the user experience by providing teams with immediate access to performance metrics and operational control from anywhere. With customizable dashboards, organizations can monitor key performance indicators and agent activity in real time, supporting informed decision-making. Voiso's commitment to flexibility is evident through its open APIs and enterprise-grade security, ensuring that businesses can scale their contact center operations globally without added complexity. This combination of features makes Voiso a comprehensive solution for modern contact center needs.


  **Average Rating:** 4.8/5.0
  **Total Reviews:** 92

**User Satisfaction Scores:**

- **Has the product been a good partner in doing business?:** 8.9/10 (Category avg: 9.2/10)
- **Quality of Support:** 10.0/10 (Category avg: 9.0/10)
- **Ease of Use:** 9.8/10 (Category avg: 9.0/10)
- **Ease of Admin:** 9.4/10 (Category avg: 8.8/10)


**Seller Details:**

- **Seller:** [Voiso](https://www.g2.com/sellers/voiso)
- **Company Website:** https://voiso.com
- **HQ Location:** Singapore, Singapore
- **LinkedIn® Page:** https://www.linkedin.com/company/voiso (94 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Who Uses This:** Account Manager, Data Analyst
  - **Top Industries:** Information Technology and Services, Information Services
  - **Company Size:** 96% Mid-Market, 13% Small-Business


#### Pros & Cons

**Pros:**

- Reliability (42 reviews)
- Ease of Use (38 reviews)
- Features (34 reviews)
- Artificial Intelligence (21 reviews)
- AI Technology (20 reviews)

**Cons:**

- Complex Processes (7 reviews)
- Inadequate Reporting (7 reviews)
- Complexity (6 reviews)
- Lack of Intuitiveness (6 reviews)
- Learning Curve (6 reviews)

  ### 4. [CallMiner Eureka](https://www.g2.com/products/callminer-eureka/reviews)
  CallMiner is the global leader in AI-powered conversation intelligence and customer experience (CX) automation. By combining deep domain expertise with advanced AI and industry-leading analytics, CallMiner delivers the most comprehensive platform for capturing and analyzing 100% of omnichannel customer interactions — from voice to text — to transform how organizations understand and act on customer insights. This deep intelligence empowers improvements in agent performance, operational efficiency, and CX enterprise-wide, while also enabling automation and faster, data-driven decisions. The CallMiner platform analyzes every voice and text-based interaction at the deepest levels, including unsolicited feedback, such as contact center interactions, and solicited feedback, like customer surveys. By interpreting nuance and identifying patterns and traits, organizations can shed light on new areas of opportunity, from agent performance and operational efficiency to product innovation and marketing and sales effectiveness. With these insights, organizations can also better understand what to automate and identify areas of opportunity and improvement in automation workflows. CallMiner’s AI-powered conversation intelligence and CX automation platform empowers organizations to: • Collect structured and unstructured data from 100% of customer interactions • Use AI and ML to uncover intelligence and insights, such as customer sentiment or satisfaction • Leverage intelligence to make informed decisions around agent training and augmentation, automation, business decisions, and more • Embrace automation through virtual agents and customer engagement initiatives • Continually monitor customer interactions (both with humans and AI automation) to make improvements CallMiner’s product suite covers four areas: • Capture: Through recording, screen recording, and redaction capabilities, organizations can capture all of their customer interactions and ingest them into the CallMiner platform • Intelligence: With advanced AI capabilities, including an agentic AI framework, organizations are able to uncover trends and opportunities across omnichannel customer insights at scale • Augmentation: Agent performance and real-time agent guidance capabilities help organizations improve coaching and training initiatives, as well as support agents in real time during interactions • Automation: Voice-first virtual agents help organizations automate inbound and outbound customer service efforts, improving efficiency; the industry's first AI-powered customer engagement tool helps organizations more effectively interact and gain feedback from customers through surveys, forms, and more. CallMiner is trusted to improve CX for leading brands across technology, media and telecom, retail, manufacturing, financial services, healthcare, and travel & hospitality.


  **Average Rating:** 4.5/5.0
  **Total Reviews:** 216

**User Satisfaction Scores:**

- **Has the product been a good partner in doing business?:** 9.4/10 (Category avg: 9.2/10)
- **Quality of Support:** 9.0/10 (Category avg: 9.0/10)
- **Ease of Use:** 8.3/10 (Category avg: 9.0/10)
- **Ease of Admin:** 8.1/10 (Category avg: 8.8/10)


**Seller Details:**

- **Seller:** [CallMiner](https://www.g2.com/sellers/callminer)
- **Company Website:** https://callminer.com/
- **Year Founded:** 2002
- **HQ Location:** Waltham, MA
- **Twitter:** @CallMiner (3,244 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/42084/ (332 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Who Uses This:** Speech Analyst, Business Analyst
  - **Top Industries:** Financial Services, Insurance
  - **Company Size:** 47% Mid-Market, 40% Enterprise


#### Pros & Cons

**Pros:**

- Innovation (12 reviews)
- Ease of Use (11 reviews)
- Helpful (11 reviews)
- Improvement (10 reviews)
- Artificial Intelligence (8 reviews)

**Cons:**

- Learning Curve (8 reviews)
- Missing Features (5 reviews)
- Steep Learning Curve (5 reviews)
- Difficult Setup (4 reviews)
- Training Required (4 reviews)

  ### 5. [Google Cloud Speech-to-Text](https://www.g2.com/products/google-cloud-speech-to-text/reviews)
  Google Cloud’s Speech API processes more than 1 billion voice minutes per month with close to human levels of understanding for many commonly spoken languages. Powered by the best of Google's AI research and technology, Google Cloud's Speech-to-Text API helps you accurately transcribe speech into text in 73 languages and 137 different local variants. Leverage Google’s most advanced deep learning neural network algorithms for automatic speech recognition (ASR) and deploy ASR wherever you need it, whether in the cloud with the API, on-premises with Speech-to-Text On-Prem, or locally on any device with Speech On-Device.


  **Average Rating:** 4.6/5.0
  **Total Reviews:** 231

**User Satisfaction Scores:**

- **Has the product been a good partner in doing business?:** 8.9/10 (Category avg: 9.2/10)
- **Quality of Support:** 8.9/10 (Category avg: 9.0/10)
- **Ease of Use:** 9.3/10 (Category avg: 9.0/10)
- **Ease of Admin:** 8.8/10 (Category avg: 8.8/10)


**Seller Details:**

- **Seller:** [Google](https://www.g2.com/sellers/google)
- **Year Founded:** 1998
- **HQ Location:** Mountain View, CA
- **Twitter:** @google (31,885,216 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/1441/ (336,169 employees on LinkedIn®)
- **Ownership:** NASDAQ:GOOG

**Reviewer Demographics:**
  - **Who Uses This:** Data Engineer, Software Engineer
  - **Top Industries:** Information Technology and Services, Computer Software
  - **Company Size:** 41% Mid-Market, 41% Small-Business


#### Pros & Cons

**Pros:**

- Ease of Use (8 reviews)
- Speech to Text Conversion (5 reviews)
- Transcription Accuracy (5 reviews)
- Accuracy (4 reviews)
- Real-time Transcription (4 reviews)

**Cons:**

- Expensive (3 reviews)
- Pricing Issues (3 reviews)
- Accuracy Issues (2 reviews)
- Complexity (2 reviews)
- Cost (2 reviews)

  ### 6. [Verint Speech and Text Analytics](https://www.g2.com/products/verint-speech-and-text-analytics/reviews)
  Verint Speech and Text Analytics is an enterprise-grade solution can automatically discover and analyze words, phrases, categories, and themes that may be affecting customer experience. This rich source of behavioral data can deliver immediate business outcomes for your organization. Powered by Verint Exact Transcription Bot, Verint Speech Analytics can provide unmatched transcription and comprehension accuracy at your fingertips. With Verint, you can accurately process voice with complete speaker separated transcription for 100% of customer interactions. Genie Bot Verint Genie Bot leverages generative AI to supercharge your analyst capacity. The bot gives analysts the power to ask questions about their unstructured data for immediate insights. This bot is embedded in Verint Speech Analytics. PII Redaction Bot With the PII Redaction Bot, you can automatically redact sensitive information such as credit card number or social security number from a voice interaction, without the need for any additional product or service subscription. Sentiment Bot Verint Sentiment Bot accurately scores every voice and digital customer interaction so you can identify, quantify, and analyze the various factors that are influencing customers’ sentiment during interactions. AI Business Outcomes with Verint Speech Analytics $3M In Revenue Major US healthcare company was able to significantly improve cross selling and drive $3M in incremental revenue within 3 months. 10% Increase In Agent Capacity Global Insurance firm saw their self-service success improve by 12%, resulting in 10% increase in agent capacity.


  **Average Rating:** 4.4/5.0
  **Total Reviews:** 83

**User Satisfaction Scores:**

- **Has the product been a good partner in doing business?:** 8.7/10 (Category avg: 9.2/10)
- **Quality of Support:** 8.3/10 (Category avg: 9.0/10)
- **Ease of Use:** 8.6/10 (Category avg: 9.0/10)
- **Ease of Admin:** 8.2/10 (Category avg: 8.8/10)


**Seller Details:**

- **Seller:** [Verint](https://www.g2.com/sellers/verint)
- **Year Founded:** 1994
- **HQ Location:** Melville, New York
- **Twitter:** @Verint (7,748 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/verint (4,226 employees on LinkedIn®)
- **Ownership:** NASDAQ: VRNT

**Reviewer Demographics:**
  - **Top Industries:** Insurance, Banking
  - **Company Size:** 67% Enterprise, 28% Mid-Market


#### Pros & Cons

**Pros:**

- Ease of Use (15 reviews)
- Accuracy (8 reviews)
- Call Recording (8 reviews)
- Analytics (7 reviews)
- Artificial Intelligence (6 reviews)

**Cons:**

- Accuracy Issues (11 reviews)
- Inaccuracy (10 reviews)
- Accent Recognition (5 reviews)
- Inadequate Reporting (3 reviews)
- Integration Issues (3 reviews)

  ### 7. [Talkdesk](https://www.g2.com/products/talkdesk/reviews)
  Talkdesk® is leading a new era in customer experience with Customer Experience Automation (CXA)—a new category and platform designed to automate the full complexity of modern customer journeys. CXA replaces fragmented, human-coordinated workflows with autonomous, multi-agent AI orchestration that delivers intelligent, scalable, and outcome-focused service across the entire CX lifecycle. Learn more at: https://www.talkdesk.com/use-cases/ At the core of CXA is the Talkdesk Data Cloud, which turns transcripts, call recordings, case notes, and customer records from across CRMs and systems of record into real-time, actionable knowledge. This enables AI agents to operate with full context, collaborating seamlessly to resolve complex customer problems with speed, precision, and adaptability. Talkdesk CXA supports both cross-industry workflows and industry-specialized use cases in sectors like healthcare, financial services, retail, utilities, travel, and government. With prebuilt AI agents, a virtuous automation cycle (Discover, Build, Orchestrate, Measure), and rapid time-to-value, Talkdesk helps enterprises modernize customer experience without the need for a full rip-and-replace. Trusted by global brands and recognized for continuous innovation, Talkdesk empowers organizations to grow revenue, reduce costs, and transform service delivery through coordinated, AI-driven automation. Companies that love their customers use Talkdesk. Talkdesk is a registered trademark of Talkdesk, Inc. All product and company names are trademarks™ or registered® trademarks of their respective holders. Use of them does not imply any affiliation with or endorsement by them.


  **Average Rating:** 4.4/5.0
  **Total Reviews:** 2,421

**User Satisfaction Scores:**

- **Has the product been a good partner in doing business?:** 8.9/10 (Category avg: 9.2/10)
- **Quality of Support:** 8.8/10 (Category avg: 9.0/10)
- **Ease of Use:** 9.1/10 (Category avg: 9.0/10)
- **Ease of Admin:** 8.9/10 (Category avg: 8.8/10)


**Seller Details:**

- **Seller:** [Talkdesk](https://www.g2.com/sellers/talkdesk)
- **Company Website:** https://www.talkdesk.com
- **Year Founded:** 2011
- **HQ Location:** Palo Alto, CA
- **Twitter:** @talkdesk (6,958 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/2837787/ (1,369 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Who Uses This:** Supervisor, Team Lead
  - **Top Industries:** Consumer Services, Computer Software
  - **Company Size:** 60% Mid-Market, 21% Enterprise


#### Pros & Cons

**Pros:**

- Ease of Use (188 reviews)
- Efficiency (113 reviews)
- Features (112 reviews)
- Call Management (102 reviews)
- Helpful (97 reviews)

**Cons:**

- Call Issues (66 reviews)
- Technical Issues (42 reviews)
- Missing Features (37 reviews)
- Connection Issues (33 reviews)
- Poor Connectivity (31 reviews)

  ### 8. [JustCall](https://www.g2.com/products/saas-labs-justcall/reviews)
  JustCall is the only AI-powered business communication platform that brings calls, texts, email, and WhatsApp together in one place. It helps customer-facing teams work more efficiently, respond faster, and connect better with prospects and customers. 6,000+ businesses worldwide use JustCall to: - Manage all customer conversations from a single platform - Automate routine tasks and workflows - Get real-time AI insights to improve conversations - Ensure 24/7 coverage with inbound AI Voice Agents (outbound support coming soon) Key features: - Calling: Global phone numbers, inbound/outbound calling, smart routing, auto/predictive/power dialers - Messaging: SMS & MMS, workflows, bots, shared WhatsApp inbox, multi-level IVR, shared email inbox - AI tools: Real-time agent assist, AI coaching, sentiment analysis, call scoring, live monitoring, SMS Copilot, inbound AI Voice Agent - Integrations & collaboration: 100+ CRM integrations, collaborative team workspace


  **Average Rating:** 4.3/5.0
  **Total Reviews:** 2,349

**User Satisfaction Scores:**

- **Has the product been a good partner in doing business?:** 8.6/10 (Category avg: 9.2/10)
- **Quality of Support:** 8.3/10 (Category avg: 9.0/10)
- **Ease of Use:** 8.8/10 (Category avg: 9.0/10)
- **Ease of Admin:** 8.6/10 (Category avg: 8.8/10)


**Seller Details:**

- **Seller:** [Saas Labs](https://www.g2.com/sellers/saas-labs)
- **Company Website:** https://www.saaslabs.co/
- **Year Founded:** 2016
- **HQ Location:** Palo Alto, California
- **Twitter:** @saas_labs (306 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/10436435/ (430 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Who Uses This:** CEO, Account Executive
  - **Top Industries:** Computer Software, Financial Services
  - **Company Size:** 59% Small-Business, 31% Mid-Market


#### Pros & Cons

**Pros:**

- Ease of Use (853 reviews)
- Features (528 reviews)
- Helpful (453 reviews)
- Call Management (415 reviews)
- Calling Features (389 reviews)

**Cons:**

- Call Issues (466 reviews)
- Call Functionality (324 reviews)
- Connection Issues (271 reviews)
- Poor Call Quality (234 reviews)
- Slow Loading (223 reviews)

  ### 9. [SuccessKPI](https://www.g2.com/products/successkpi/reviews)
  An AI-powered operating system for high-performing contact centers that delivers insights, action and automation. Complete BI reporting, AI-powered Quality Management, WFM, speech and text analytics, agent automation, and more. - Unified visibility and control: See what’s happening across channels, teams, systems, and workflows in one place, so nothing important is hidden and nothing critical is left unmanaged. - Insight that leads directly to action: Move beyond dashboards and reports to insights that tell you what to do next, who should do it, and where to focus to improve outcomes. - Tools to improve people and processes at scale: Identify coaching opportunities, process breakdowns, and automation candidates across thousands of agents without adding manual effort. - Built for enterprise complexity and regulation: Designed to work inside large, regulated environments with the security, governance, and flexibility enterprise teams require. Rather than monitoring 3-5% of sampled calls, SuccessKPI allows you to monitor 100% of customer contacts allowing companies to catch problems, identify upsell opportunities, and reduce agent churn. Our customers report an average of 10% improvement in NPS. Business Intelligence: Unify CX & EX data across every channel and tool into a single, secure foundation. Measure and improve your customer experience with BI for contact centers. Speech and Text Analytics: Surface real-time insights, anomalies, and signals from every customer interaction with AI-powered speech, text and sentiment analysis. Real-Time Agent & Supervisor Assist: Deliver next-best actions and guidance to agents, and empower supervisors with powerful real-time capabilities. Quality Monitoring: Save time, improve agent performance, and mitigate compliance risks by modernizing your quality management. Supercharge your experience with AI-powered evaluations and scoring. Workforce Management: Forecast interactions, automatically generate schedules, and gain the ability to monitor in real-time giving insight to everyone from the agent to the supervisor. Playbook Builder: Bring powerful AI to life in the most flexible and robust action platform available for contact centers. Put insights to action instantly and achieve better outcomes. Last-Mile Connectivity: Detect, act, and automate resolution of last-mile connectivity issues before they escalate. Keep a pulse on tech problems that plague remote agents such as desktop, network, and headset issues that create bad CX from what should have been successful interactions.


  **Average Rating:** 4.3/5.0
  **Total Reviews:** 74

**User Satisfaction Scores:**

- **Has the product been a good partner in doing business?:** 8.5/10 (Category avg: 9.2/10)
- **Quality of Support:** 7.6/10 (Category avg: 9.0/10)
- **Ease of Use:** 8.4/10 (Category avg: 9.0/10)
- **Ease of Admin:** 8.3/10 (Category avg: 8.8/10)


**Seller Details:**

- **Seller:** [SuccessKPI](https://www.g2.com/sellers/successkpi)
- **Company Website:** https://successkpi.com/
- **Year Founded:** 2017
- **HQ Location:** Chantilly, US
- **Twitter:** @successkpi (72 Twitter followers)
- **LinkedIn® Page:** http://www.linkedin.com/company/successkpis (169 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Top Industries:** Consumer Services, Information Technology and Services
  - **Company Size:** 59% Mid-Market, 21% Enterprise


  ### 10. [Mihup](https://www.g2.com/products/mihup/reviews)
  Mihup Interaction Analytics analyses 100% of customer conversations, uncovering their voice while revealing sales, service, and renewal opportunities for contact center teams to capitalise on. Its AI comes pre-trained on domain-specific contact centre context for faster, effective insights. The product evaluates every conversation against audit parameters and flags compliance breaches immediately. It also tracks agent effectiveness helping them level up with comprehensive coaching capabilities. What’s also important is Mihup Interaction Analytics’ ability to recommend approaches to close sales, enhance service delivery, and optimise processes, thanks to a fine-tuned Generative AI model. The flexible underpinning of the platform allows it to quickly introduce features expected in rapidly evolving industries like BFSI, fintech, e-commerce, and travel tech. With end-to-end automation offered out-of-the-box, Mihup Interaction Analytics accelerates insights, quality audit efficiency, and agent performance improvement. In addition, it delivers next best approaches and unified customer context. Get an enterprise-ready solution with customisable insights and dashboards. We help you go live in weeks, not months.


  **Average Rating:** 4.7/5.0
  **Total Reviews:** 68

**User Satisfaction Scores:**

- **Has the product been a good partner in doing business?:** 9.2/10 (Category avg: 9.2/10)
- **Quality of Support:** 9.1/10 (Category avg: 9.0/10)
- **Ease of Use:** 9.3/10 (Category avg: 9.0/10)
- **Ease of Admin:** 9.4/10 (Category avg: 8.8/10)


**Seller Details:**

- **Seller:** [Mihup Communications Private Limited.](https://www.g2.com/sellers/mihup-communications-private-limited)
- **Year Founded:** 2016
- **HQ Location:** Kolkata, India
- **Twitter:** @mihup_ai (50 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/mihup/ (111 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Who Uses This:** Quality Analyst
  - **Top Industries:** Financial Services, Consumer Services
  - **Company Size:** 58% Mid-Market, 25% Small-Business


#### Pros & Cons

**Pros:**

- Accuracy (30 reviews)
- Ease of Use (21 reviews)
- Features (20 reviews)
- Artificial Intelligence (14 reviews)
- Call Recording (14 reviews)

**Cons:**

- User Interface Issues (17 reviews)
- Improvement Needed (10 reviews)
- Poor UI Design (10 reviews)
- Accuracy Issues (8 reviews)
- Dashboard Issues (8 reviews)

  ### 11. [Convin.ai](https://www.g2.com/products/convin-ai/reviews)
  Convin is a conversation intelligence platform that employs Generative AI to empower customer-facing teams. Designed for the dynamic environments of sales, support, and collection call centers, Convin offers AI-backed tools to track, transcribe, and analyze agent-customer interactions across calls, emails, and chats. The platform is segmented into real-time, post-call analysis, conversation insights, and customer experience suite, addressing critical challenges such as manual intervention and reactive quality assurance. 👉 Convin’s Key Products: A. CX Suite 1. AI Phone calls: Convin AI Phone Call optimizes 100% of inbound and outbound calls with virtual agents, enabling businesses to connect with thousands of leads through personalized, AI-driven voice interactions at low latency. B. Real-time Suite 1. Real-time Agent Assist: Unlock agent potential with live Agent Assist. Turn every conversation into a revenue-generating opportunity with real-time guidance. 2. Supervisor Assist: Get 100% visibility into all agent-customer conversations in real-time. Observe real-time changes in sentiment trends, track violations, and prevent escalations with Convin’s supervisor assist dashboard. C. Post-Interaction Suite: 1. Automated QA: Eliminate random sampling, human bias, and inaccurate scoring with Auto QA. Monitor every conversation, including calls, chats, and emails, to understand agent performance and assign coaching. 2. Automated Coaching: Take call center coaching one notch higher with targeted peer-to-peer automated coaching. Have a grip over call center training sessions that are auto-assigned by AI based on best-performing agent conversations. Reduce agent onboarding time by 60% and uptick annual call center ROI. 3. AI Learning Management System: Leverage agent training with a robust LMS comprising manual coaching, a knowledge base, assessments, and courses. Create customized assessments for agents, enrich the knowledge base with the required information, and track agent participation in coaching sessions. D. Voice of Customer: 1. Convin Insights: Experience a scalable voice of customer analysis that captures 100% of conversations. Not only understand customer needs but also pinpoint areas that need attention. Train agents, refine products, and cater precisely to customer expectations. 2. Conversation Behavior Analysis: Track and analyze winning and losing trends behind agent-customer interactions and leverage call behavior, action, and phrases to drive more business-winning deals. Replicate winning behavior and eliminate losing behavior to drive a successful and forward-moving business. 3. Customer Intelligence: Unleash the hidden insights within customer calls using customer intelligence. Find keywords and phrases that led to won and lost deals. Listen to customer conversations to discover competitors, objectives, product features, competition, and sentiments. E. Add-ons, 1. Quality Management System: Your one-stop solution for call listening, randomizer (for sampling), call auditing, and custom reporting. Leave audio and video comments for intuitive feedback and prompt auto-send of reports and feedback. 2. Mobile App: Experience agent performance review and coaching on the go. Convin's versatile app empowers business managers and agents alike. While managers access agent performance and conversation data, agents can improve conversation quality with swift coaching.


  **Average Rating:** 4.7/5.0
  **Total Reviews:** 538

**User Satisfaction Scores:**

- **Has the product been a good partner in doing business?:** 9.4/10 (Category avg: 9.2/10)
- **Quality of Support:** 9.6/10 (Category avg: 9.0/10)
- **Ease of Use:** 9.5/10 (Category avg: 9.0/10)
- **Ease of Admin:** 9.2/10 (Category avg: 8.8/10)


**Seller Details:**

- **Seller:** [Convin](https://www.g2.com/sellers/convin)
- **Year Founded:** 2020
- **HQ Location:** Bengaluru, IN
- **Twitter:** @convin (12 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/convin/ (167 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Who Uses This:** Quality Analyst, Policy Advisor
  - **Top Industries:** Education Management, Health, Wellness and Fitness
  - **Company Size:** 63% Enterprise, 31% Mid-Market


#### Pros & Cons

**Pros:**

- Ease of Use (9 reviews)
- Accuracy (7 reviews)
- User Interface (6 reviews)
- Auditing Efficiency (5 reviews)
- Auditing (4 reviews)

**Cons:**

- Auditing Issues (3 reviews)
- Inadequate Reporting (3 reviews)
- Call Issues (2 reviews)
- Improvement Needed (2 reviews)
- Inadequate AI Capabilities (2 reviews)

  ### 12. [Creovai](https://www.g2.com/products/creovai/reviews)
  Creovai is a software suite designed to bring intelligence and guidance to contact centers worldwide. By transforming unstructured conversation data into actionable insights, it empowers contact center leaders to make smarter decisions that improve agent performance for reduced customer churn, increased sales, and lowered service costs. Our promise is simple: the fastest ROI, the easiest-to-use solution, and the most trustworthy insights to drive real business impact. The platform’s combination of analytics and real-time agent support creates a continuous improvement loop, enabling organizations to adapt and excel. Creovai identifies important trends, bridges knowledge gaps, and equips agents with the right information at the right moment—so they can handle even the most complex interactions with confidence. Hyper-focused on intelligence and guidance, Creovai improves contact center operations, helping you deliver better outcomes for your customers and your teams that serve them.


  **Average Rating:** 4.3/5.0
  **Total Reviews:** 198

**User Satisfaction Scores:**

- **Has the product been a good partner in doing business?:** 9.3/10 (Category avg: 9.2/10)
- **Quality of Support:** 9.0/10 (Category avg: 9.0/10)
- **Ease of Use:** 8.4/10 (Category avg: 9.0/10)
- **Ease of Admin:** 8.8/10 (Category avg: 8.8/10)


**Seller Details:**

- **Seller:** [Capacity](https://www.g2.com/sellers/capacity)
- **Company Website:** https://www.capacity.com
- **Year Founded:** 2017
- **HQ Location:** University City, Missouri
- **Twitter:** @GoCapacity (522 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/teamcapacity/ (630 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Who Uses This:** Supervisor
  - **Top Industries:** Consumer Services, Banking
  - **Company Size:** 58% Mid-Market, 26% Enterprise


#### Pros & Cons

**Pros:**

- Ease of Use (34 reviews)
- Helpful (20 reviews)
- Reporting (18 reviews)
- Accuracy (15 reviews)
- Transcription Accuracy (15 reviews)

**Cons:**

- Call Issues (17 reviews)
- Learning Curve (12 reviews)
- Inaccurate Data Analysis (11 reviews)
- Missing Features (11 reviews)
- Search Functionality (11 reviews)

  ### 13. [Five9 Intelligent Cloud Contact Center Platform](https://www.g2.com/products/five9-intelligent-cloud-contact-center-platform/reviews)
  Founded in 2001 and headquartered in San Ramon, California, Five9 has evolved into a global CX leader with over 2,500 customers worldwide. As a pioneer in cloud contact center technology, Five9 serves organizations across industries looking to transform customer experiences through intelligent, personalized interactions. With over 1,400 partners globally and 2,700 employees, Five9 combines deep CX expertise with innovative technology to help brands deliver better business outcomes. The Five9 Intelligent CX Platform provides a comprehensive suite of solutions, including omnichannel engagement, agent assistance, workforce engagement, and AI-powered automation. Five9 Genius AI embeds practical artificial intelligence across the platform, enabling hyper-personalized customer journeys where AI Agents and Human Agents work hand in hand. Our open, cloud-native platform integrates effortlessly with leading CRM and enterprise systems, ensuring businesses can personalize experiences while maximizing operational agility. Five9 transforms CX from fragmented, frustrating experiences into seamless, AI-driven journeys that anticipate customer needs. By combining AI's efficiency with the human touch, businesses can deliver better experiences at lower costs, turning their contact centers from cost centers into strategic assets. With industry-leading reliability (99.999% uptime), deep CX expertise, and a consultative partnership approach, Five9 helps businesses unlock efficiency, boost customer satisfaction, and drive long-term loyalty. With Five9, the New CX Starts Here—where customer joy becomes a driving force for business growth.


  **Average Rating:** 4.1/5.0
  **Total Reviews:** 581

**User Satisfaction Scores:**

- **Has the product been a good partner in doing business?:** 8.6/10 (Category avg: 9.2/10)
- **Quality of Support:** 8.2/10 (Category avg: 9.0/10)
- **Ease of Use:** 8.4/10 (Category avg: 9.0/10)
- **Ease of Admin:** 8.0/10 (Category avg: 8.8/10)


**Seller Details:**

- **Seller:** [Five9](https://www.g2.com/sellers/five9)
- **Company Website:** https://www.Five9.com
- **Year Founded:** 2001
- **HQ Location:** San Ramon, CA
- **Twitter:** @Five9 (14,832 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/16827/ (2,968 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Who Uses This:** Customer Service Representative
  - **Top Industries:** Consumer Services, Financial Services
  - **Company Size:** 56% Mid-Market, 23% Small-Business


#### Pros & Cons

**Pros:**

- Ease of Use (131 reviews)
- Customer Support (89 reviews)
- Helpful (88 reviews)
- Features (78 reviews)
- Efficiency (64 reviews)

**Cons:**

- Call Issues (46 reviews)
- Missing Features (41 reviews)
- Complexity (35 reviews)
- Technical Issues (33 reviews)
- Poor Customer Support (31 reviews)

  ### 14. [NiCE CXone](https://www.g2.com/products/nice-cxone/reviews)
  NiCE (NASDAQ: NICE) is transforming the world with AI that puts people first. Our purpose-built AI-powered platforms automate engagements into proactive, safe, intelligent actions, empowering individuals and organizations to innovate and act, from interaction to resolution. Trusted by organizations throughout 150+ countries worldwide, NiCE’s platforms are widely adopted across industries connecting people, systems, and workflows to work smarter at scale, elevating performance across the organization, delivering proven measurable outcomes. www.nice.com


  **Average Rating:** 4.3/5.0
  **Total Reviews:** 1,602

**User Satisfaction Scores:**

- **Has the product been a good partner in doing business?:** 8.2/10 (Category avg: 9.2/10)
- **Quality of Support:** 8.3/10 (Category avg: 9.0/10)
- **Ease of Use:** 8.7/10 (Category avg: 9.0/10)
- **Ease of Admin:** 8.3/10 (Category avg: 8.8/10)


**Seller Details:**

- **Seller:** [NiCE](https://www.g2.com/sellers/nice)
- **Year Founded:** 1986
- **HQ Location:** Hoboken, New Jersey
- **Twitter:** @NICELtd (14,643 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/nice-systems/ (13,947 employees on LinkedIn®)
- **Ownership:** NASDAQ: NICE

**Reviewer Demographics:**
  - **Who Uses This:** Customer Service Representative, Supervisor
  - **Top Industries:** Consumer Services, Information Technology and Services
  - **Company Size:** 52% Mid-Market, 34% Enterprise


#### Pros & Cons

**Pros:**

- Ease of Use (38 reviews)
- Features (27 reviews)
- Efficiency (26 reviews)
- Helpful (21 reviews)
- User Interface (15 reviews)

**Cons:**

- Call Issues (14 reviews)
- Technical Issues (14 reviews)
- Learning Curve (10 reviews)
- Missing Features (10 reviews)
- Poor Customer Support (10 reviews)

  ### 15. [Observe.AI](https://www.g2.com/products/observe-ai/reviews)
  Observe.AI is the AI Agents platform for customer experience, designed to help organizations deliver faster, smarter, and more efficient customer service at scale. The platform enables businesses to deploy specialized AI agents that autonomously execute work across the full CX lifecycle—from handling customer conversations to supporting frontline teams and optimizing operations. Each AI agent is purpose-built for a specific role, equipped to understand context, make decisions, take action, and continuously improve outcomes. This allows organizations to increase resolution speed, elevate service quality, and reduce operational costs while empowering your frontline team to focus on higher-value work. Built on a CX-native foundation, Observe.AI works with 300+ global brands in Financial Services, Insurance, Healthcare and Consumer Services, including brands like DoorDash, Affordable Care, to improve customer satisfaction, boost productivity, and deliver consistent, scalable performance across every customer interaction.


  **Average Rating:** 4.6/5.0
  **Total Reviews:** 217

**User Satisfaction Scores:**

- **Has the product been a good partner in doing business?:** 9.3/10 (Category avg: 9.2/10)
- **Quality of Support:** 9.2/10 (Category avg: 9.0/10)
- **Ease of Use:** 9.2/10 (Category avg: 9.0/10)
- **Ease of Admin:** 9.2/10 (Category avg: 8.8/10)


**Seller Details:**

- **Seller:** [Observe.AI](https://www.g2.com/sellers/observe-ai)
- **Company Website:** https://observe.ai
- **Year Founded:** 2017
- **HQ Location:** San Francisco, California
- **Twitter:** @observeAI (1,506 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/18090845/ (403 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Who Uses This:** Assistant Quality Assurance, Quality Analyst
  - **Top Industries:** Outsourcing/Offshoring, Consumer Services
  - **Company Size:** 66% Mid-Market, 22% Small-Business


#### Pros & Cons

**Pros:**

- Ease of Use (26 reviews)
- Efficiency (20 reviews)
- Helpful (19 reviews)
- Artificial Intelligence (16 reviews)
- Coaching (16 reviews)

**Cons:**

- Accuracy Issues (16 reviews)
- Inaccuracy (15 reviews)
- Inaccurate Data Analysis (12 reviews)
- Call Issues (7 reviews)
- Missing Features (7 reviews)

  ### 16. [evaluagent](https://www.g2.com/products/evaluagent/reviews)
  evaluagent gives contact centres a single platform for Auto-QA and Conversation Intelligence - so you can score every interaction automatically, uncover what's really happening across your customer conversations, and take action that actually improves performance. Built around Auto-QA at its core, evaluagent scores every interaction automatically from day one. Add Conversation Intelligence and you unlock a deeper layer of insight - understanding not just how conversations are handled, but what they reveal about your customers, your processes, and where to act next. Get up and running quickly Connect to your existing tech stack easily. evaluagent integrates with Five9, Genesys, 8x8, Salesforce, Intercom, Talkdesk, Amazon Connect, Puzzel, Freshdesk, Aircall, and more. An intuitive interface means your team can hit the ground running, with dashboards and reports that are easy to understand and share. Need to push data further? Connect seamlessly to Power BI, Tableau, Looker, Metabase, and more. Score 100% of interactions automatically Handle growing conversation volumes without growing your team. Fully customisable AI scorecards evaluate every interaction across every channel, automatically flagging priority conversations for human review where it matters most. Turn conversations into intelligence Analyse every call, chat, email and more to identify patterns, understand root causes, and predict CX trends - all without manual effort. Insights are easy to share across teams so everyone's working from the same picture. Improve agent performance, consistently Objective, consistent scoring across all channels - paired with an integrated LMS - means coaching is targeted, timely, and fair. Whether you're developing human agents or digital ones, evaluagent helps your team improve continuously, not just reactively. Build a culture agents actually want to be part of Fair evaluations, gamified recognition, and personalised feedback give agents a clear sense of how they're doing and where they're headed. Better engagement leads to better retention and better customer experiences.


  **Average Rating:** 4.5/5.0
  **Total Reviews:** 428

**User Satisfaction Scores:**

- **Has the product been a good partner in doing business?:** 9.4/10 (Category avg: 9.2/10)
- **Quality of Support:** 9.1/10 (Category avg: 9.0/10)
- **Ease of Use:** 9.0/10 (Category avg: 9.0/10)
- **Ease of Admin:** 9.1/10 (Category avg: 8.8/10)


**Seller Details:**

- **Seller:** [EvaluAgent](https://www.g2.com/sellers/evaluagent)
- **Company Website:** https://www.evaluagent.com/
- **Year Founded:** 2012
- **HQ Location:** Middlesbrough, GB
- **Twitter:** @evaluagent (1,113 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/2505438/ (55 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Who Uses This:** Ambassador, Quality Assurance Manager
  - **Top Industries:** Financial Services, Consumer Services
  - **Company Size:** 65% Mid-Market, 17% Small-Business


#### Pros & Cons

**Pros:**

- Ease of Use (117 reviews)
- Helpful (66 reviews)
- Improvement (62 reviews)
- User Interface (47 reviews)
- Navigation Ease (38 reviews)

**Cons:**

- Missing Features (22 reviews)
- Layout Issues (20 reviews)
- Not Intuitive (20 reviews)
- Learning Curve (18 reviews)
- Complexity (17 reviews)

  ### 17. [Balto](https://www.g2.com/products/balto/reviews)
  Balto is the AI workforce for the contact center. Balto delivers a complete contact center solution in a single license, uniting best-in-class Agent Assist, QA, Compliance, Coaching, Notes, and Insights in one cohesive platform. The result is value at every level of the organization: agents perform better, QA teams eliminate manual reviews, supervisors can coach at scale, and executive leaders gain clear visibility into conversation-driven business trends. Top-performing contact centers rely on Balto to protect revenue, reduce compliance risk, and improve customer experiences. To date, Balto has guided 500M+ conversations, supports 300+ customers, and leads our G2 category with 500+ five-star reviews. Products Include: - Real-Time Guidance (Agent Assist): Balto automatically provides agents with resources in real-time. - Quality Assurance: Balto automatically scores interactions. - Compliance: Balto automatically flags compliance issues. - Coaching: Balto automatically surfaces and delivers coaching recommendations. - Notes: Balto automatically summarizes conversations. - Insights: Balto automatically extracts insights from conversation data.


  **Average Rating:** 4.8/5.0
  **Total Reviews:** 568

**User Satisfaction Scores:**

- **Has the product been a good partner in doing business?:** 9.8/10 (Category avg: 9.2/10)
- **Quality of Support:** 9.6/10 (Category avg: 9.0/10)
- **Ease of Use:** 9.6/10 (Category avg: 9.0/10)
- **Ease of Admin:** 9.4/10 (Category avg: 8.8/10)


**Seller Details:**

- **Seller:** [Balto](https://www.g2.com/sellers/balto)
- **Company Website:** https://www.balto.ai/
- **Year Founded:** 2017
- **HQ Location:** St Louis, US
- **Twitter:** @balto_ai (245 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/16265721/ (164 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Who Uses This:** Medicare Sales Representative, MSR
  - **Top Industries:** Insurance, Consumer Services
  - **Company Size:** 48% Mid-Market, 25% Enterprise


#### Pros & Cons

**Pros:**

- Ease of Use (49 reviews)
- Helpful (48 reviews)
- Accuracy (22 reviews)
- Call Recording (16 reviews)
- Customer Support (16 reviews)

**Cons:**

- Call Issues (20 reviews)
- Accuracy Issues (12 reviews)
- AI Inaccuracy (11 reviews)
- Missing Features (9 reviews)
- Pop-up Issues (7 reviews)

  ### 18. [WhatConverts](https://www.g2.com/products/whatconverts/reviews)
  WhatConverts is an all-in-one lead tracking software for marketing agencies and their clients. WhatConverts automatically shows marketers and business owners how well their marketing is working. Use WhatConverts for call tracking, form tracking, and chat tracking for all leads. For PPC ads, WhatConverts offers keyword call tracking that reveals which campaigns work best. WhatConverts also has robust lead management and lead reporting. It's more than just call tracking software; it's a complete lead tracking, managing and reporting dashboard.


  **Average Rating:** 4.9/5.0
  **Total Reviews:** 296

**User Satisfaction Scores:**

- **Has the product been a good partner in doing business?:** 9.7/10 (Category avg: 9.2/10)
- **Quality of Support:** 9.9/10 (Category avg: 9.0/10)
- **Ease of Use:** 9.2/10 (Category avg: 9.0/10)
- **Ease of Admin:** 9.4/10 (Category avg: 8.8/10)


**Seller Details:**

- **Seller:** [WhatConverts](https://www.g2.com/sellers/whatconverts)
- **Company Website:** https://www.whatconverts.com
- **Year Founded:** 2014
- **HQ Location:** Charlotte, NC
- **Twitter:** @whatconverts (274 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/9313296/ (41 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Who Uses This:** Owner, CEO
  - **Top Industries:** Marketing and Advertising, Construction
  - **Company Size:** 87% Small-Business, 12% Mid-Market


#### Pros & Cons

**Pros:**

- Customer Support (89 reviews)
- Helpful (71 reviews)
- Ease of Use (61 reviews)
- Easy Setup (37 reviews)
- Positive Experience (34 reviews)

**Cons:**

- Expensive (17 reviews)
- Missing Features (13 reviews)
- Learning Curve (12 reviews)
- Integration Issues (10 reviews)
- Learning Difficulty (9 reviews)

  ### 19. [Level AI](https://www.g2.com/products/level-ai/reviews)
  Level AI is the intelligence and orchestration layer for customer experience. We analyze 100% of customer interactions across voice, chat, email, and messaging to turn unstructured conversations into measurable insights and automation. From Voice of Customer and journey insights to automated quality, real-time coaching, and AI agents, Level AI helps teams improve customer outcomes, operational performance, and profitable growth.


  **Average Rating:** 4.7/5.0
  **Total Reviews:** 194

**User Satisfaction Scores:**

- **Has the product been a good partner in doing business?:** 9.0/10 (Category avg: 9.2/10)
- **Quality of Support:** 9.0/10 (Category avg: 9.0/10)
- **Ease of Use:** 8.9/10 (Category avg: 9.0/10)
- **Ease of Admin:** 9.0/10 (Category avg: 8.8/10)


**Seller Details:**

- **Seller:** [Level AI](https://www.g2.com/sellers/level-ai)
- **Company Website:** https://thelevel.ai/
- **Year Founded:** 2018
- **HQ Location:** Mountain View, US
- **Twitter:** @TheLevelAI (201 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/level-ai (210 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Who Uses This:** Supervisor, Quality Analyst
  - **Top Industries:** Consumer Services, Food & Beverages
  - **Company Size:** 58% Mid-Market, 30% Enterprise


#### Pros & Cons

**Pros:**

- Ease of Use (78 reviews)
- Helpful (55 reviews)
- Efficiency (43 reviews)
- Accuracy (37 reviews)
- User Interface (34 reviews)

**Cons:**

- Inaccuracy (23 reviews)
- Slow Performance (17 reviews)
- Accuracy Issues (15 reviews)
- AI Inaccuracy (13 reviews)
- Translation Accuracy (13 reviews)

  ### 20. [Invoca](https://www.g2.com/products/invoca/reviews)
  Which of your campaigns drive the best phone leads? Are you losing sales because of bad call experiences? Are you getting credit for all of your conversions? Invoca helps businesses drive revenue growth by unlocking new data from calls, so they can acquire and retain more customers for less money. With Invoca's revenue execution platform, businesses are driving unbelievable results: • Marketing teams — like the one at Rogers Communications — are driving up lead quality and driving down acquisition costs by 82% • Contact centers — like the one at MoneySolver — are boosting agent performance and conversion rates by 100% • Multi-location businesses — like Renewal by Andersen — are increasing appointments set over the phone by nearly 50% Invoca is trusted by the world’s top brands, including AutoNation, Flagstar Bank, Mayo Clinic, Orkin, Subaru, and Verizon, as well as: • 6 of the top 10 US health systems • 4 of the top 6 US mortgage lenders • 5 of the top 10 US property & casualty insurance companies • 5 of the top 7 US telecommunications companies To see more customer results, visit www.invoca.com/customers.


  **Average Rating:** 4.5/5.0
  **Total Reviews:** 925

**User Satisfaction Scores:**

- **Has the product been a good partner in doing business?:** 9.2/10 (Category avg: 9.2/10)
- **Quality of Support:** 9.1/10 (Category avg: 9.0/10)
- **Ease of Use:** 8.4/10 (Category avg: 9.0/10)
- **Ease of Admin:** 8.3/10 (Category avg: 8.8/10)


**Seller Details:**

- **Seller:** [Invoca](https://www.g2.com/sellers/invoca)
- **Company Website:** https://www.invoca.com/
- **Year Founded:** 2008
- **HQ Location:** Santa Barbara, CA
- **Twitter:** @Invoca (4,201 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/210676/ (393 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Who Uses This:** Digital Marketing Manager, Marketing Manager
  - **Top Industries:** Marketing and Advertising, Hospital & Health Care
  - **Company Size:** 38% Small-Business, 33% Mid-Market


#### Pros & Cons

**Pros:**

- Helpful (28 reviews)
- Ease of Use (25 reviews)
- Analytics (23 reviews)
- Customer Support (20 reviews)
- Attribution Accuracy (19 reviews)

**Cons:**

- Learning Curve (9 reviews)
- Missing Features (9 reviews)
- Call Issues (8 reviews)
- Complexity (8 reviews)
- Complex Setup (8 reviews)

  ### 21. [Maqsam](https://www.g2.com/products/maqsam/reviews)
  The first Arabic-native AI agent integrated into the region’s leading customer service software. We are the leading Arabic AI-powered customer service software in the MENA region, revolutionizing customer experience by integrating with CRMs to optimize data management, automate tasks, boost efficiency, and drive revenue growth while offering local numbers globally. Maqsam’s Arabic-native AI Agent brings smarter conversations to the Arab world. Seamlessly integrated into our customer service software, Maqsam’s easy-to-deploy AI agent understands different Arabic dialects, context, and cultural nuances. Supported by a full suite of AI features, and the most accurate Arabic speech-to-text call transcription on the market, Maqsam’s platform empowers agents to respond faster and more naturally, and build upon rich insights from accurate sentiment analysis tools, a live dashboard, and so much more. Maqsam also makes it easy for businesses to grow roots and expand into new regional markets with local numbers, ensuring that every customer feels connected and supported close to home. By combining automation with a deep understanding of language and culture, Maqsam enables businesses to deliver reliable, personal, and around-the-clock support that customers truly connect with. Maqsam is leading the future of Arabic AI with a dedicated research team developing the company's own LLM model, leveraging the latest advancements in AI technology. Maqsam has become a pioneer in accurately transcribing Arabic calls and delivering advanced reports and analytics, making it the top choice for business communication solutions that effectively handle the various complexities of the Arabic language.


  **Average Rating:** 4.6/5.0
  **Total Reviews:** 61

**User Satisfaction Scores:**

- **Has the product been a good partner in doing business?:** 9.1/10 (Category avg: 9.2/10)
- **Quality of Support:** 9.0/10 (Category avg: 9.0/10)
- **Ease of Use:** 9.1/10 (Category avg: 9.0/10)
- **Ease of Admin:** 9.0/10 (Category avg: 8.8/10)


**Seller Details:**

- **Seller:** [Maqsam](https://www.g2.com/sellers/maqsam)
- **Company Website:** https://maqsam.com/?utm_source=g2&utm_medium=referral&utm_campaign=g2campaign?utm_content=visit-website#contact
- **Year Founded:** 2019
- **HQ Location:** Al Rabie District, SA
- **Twitter:** @MaqsamHQ (268 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/52185164 (146 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Top Industries:** Information Technology and Services, Financial Services
  - **Company Size:** 48% Small-Business, 44% Mid-Market


#### Pros & Cons

**Pros:**

- Ease of Use (14 reviews)
- Features (8 reviews)
- Call Management (7 reviews)
- Customer Support (7 reviews)
- Helpful (7 reviews)

**Cons:**

- Call Issues (6 reviews)
- Call Quality Issues (5 reviews)
- Poor Call Quality (4 reviews)
- Voice Quality Issues (4 reviews)
- Audio Issues (2 reviews)

  ### 22. [Puzzel CX Platform](https://www.g2.com/products/puzzel-cx-platform/reviews)
  Puzzel is a leading European provider of cloud contact centre solutions, offering a customer-centric, AI-powered CX ecosystem designed to give organisations full control and visibility over the entire customer journey. In a world where contact centres face increasing pressure from agent attrition, rising customer expectations, and growing operational costs, many leaders find themselves stuck with outdated systems and disconnected tools. Puzzel changes that by: \* Unifying Processes \* Centralising Data \* Automating Routine Tasks \* Scaling Flexibly To meet modern customer service demands — helping CX teams deliver faster, more consistent, and more personalised support. Puzzel’s AI-driven platform brings together a powerful set of solutions, including a fully integrated: \* Omnichannel Cloud Contact Centre \* Conversational Intelligence to analyse customer interactions and uncover actionable insights \* Virtual Agents across - Chat - Email - Voice \* Workforce Management to optimise: - Scheduling - Forecasting - Agent engagement We believe in striking the right balance between smart technology and the human touch. Our solutions are built to empower CX teams with the right information, tools and support to work more efficiently, focus their time where it matters most: on the meaningful, high-value conversations that strengthen customer loyalty. With Puzzel, businesses can do more with less. Our customers reduce: \* Manual Admin \* Improve First-Contact Resolution \* Elevate Agent and Customer Experiences Organisations using Puzzel have reported up to 278% ROI, demonstrating the measurable value of smart, scalable, people-focused customer service. Hundreds of organisations across Europe rely on Puzzel to help them simplify operations, support their teams, and deliver better customer experiences every day.


  **Average Rating:** 4.6/5.0
  **Total Reviews:** 149

**User Satisfaction Scores:**

- **Has the product been a good partner in doing business?:** 9.1/10 (Category avg: 9.2/10)
- **Quality of Support:** 8.8/10 (Category avg: 9.0/10)
- **Ease of Use:** 8.7/10 (Category avg: 9.0/10)
- **Ease of Admin:** 8.5/10 (Category avg: 8.8/10)


**Seller Details:**

- **Seller:** [Puzzel](https://www.g2.com/sellers/puzzel)
- **Company Website:** https://www.puzzel.com
- **HQ Location:** Alna District, Oslo
- **LinkedIn® Page:** https://www.linkedin.com/company/18006024 (352 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Top Industries:** Telecommunications, Oil & Energy
  - **Company Size:** 51% Mid-Market, 23% Small-Business


#### Pros & Cons

**Pros:**

- Ease of Use (63 reviews)
- Helpful (47 reviews)
- Customer Support (46 reviews)
- Efficiency (35 reviews)
- User Interface (27 reviews)

**Cons:**

- Missing Features (14 reviews)
- Limited Customization (13 reviews)
- Complexity (9 reviews)
- Learning Curve (9 reviews)
- Poor Reporting (8 reviews)

  ### 23. [CTM](https://www.g2.com/products/ctm-ctm/reviews)
  CTM helps businesses turn everyday conversations into growth. Trusted by more than 100,000 users worldwide, including leading brands like Tinuiti, Morgan & Morgan, Tutor Doctor, and ServiceMaster, CTM connects marketing performance to revenue outcomes, giving teams the clarity to see which campaigns drive conversions and the insight to optimize every customer touchpoint. The result: more efficient lead handling, higher conversion rates, and improved ROI. Powered by rich conversation analytics, CTM unifies fragmented call, text, chat, and form interactions into a single, actionable view of customer behavior. With deep integrations across leading marketing, advertising, and CRM platforms—and partnership opportunities for agencies, affiliates, and technology providers—CTM makes it simple to align data, teams, and results. Guided by our purpose to create a better human experience through technology, CTM empowers businesses to make every conversation count.


  **Average Rating:** 4.5/5.0
  **Total Reviews:** 725

**User Satisfaction Scores:**

- **Has the product been a good partner in doing business?:** 9.2/10 (Category avg: 9.2/10)
- **Quality of Support:** 9.0/10 (Category avg: 9.0/10)
- **Ease of Use:** 8.6/10 (Category avg: 9.0/10)
- **Ease of Admin:** 8.6/10 (Category avg: 8.8/10)


**Seller Details:**

- **Seller:** [CTM](https://www.g2.com/sellers/ctm)
- **Company Website:** https://www.ctm.com/
- **Year Founded:** 2009
- **HQ Location:** 231 Najoles Rd Suite 500, Millersville, MD 21108
- **Twitter:** @CallTrac (3,780 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/5377709/ (93 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Who Uses This:** Owner, President
  - **Top Industries:** Marketing and Advertising, Internet
  - **Company Size:** 65% Small-Business, 30% Mid-Market


#### Pros & Cons

**Pros:**

- Customer Support (49 reviews)
- Ease of Use (48 reviews)
- Helpful (43 reviews)
- Call Tracking (31 reviews)
- Features (28 reviews)

**Cons:**

- Learning Curve (23 reviews)
- Complexity (15 reviews)
- Difficult Navigation (15 reviews)
- Steep Learning Curve (15 reviews)
- Missing Functionality (12 reviews)

  ### 24. [Avaya Experience Platform](https://www.g2.com/products/avaya-experience-platform/reviews)
  The Avaya Experience Platform aims to turn moments with customers into momentum for businesses by making it easier to deliver memorable experiences across all channels and devices, at all times, giving employees tools to respond faster, with greater insight, while engaging and satisfying the needs of customers. The solution boasts an innovation without disruption approach to reduce the amount of investment required to add best-in-class technologies into the customer experience workflows to drive new business outcomes.


  **Average Rating:** 4.1/5.0
  **Total Reviews:** 153

**User Satisfaction Scores:**

- **Has the product been a good partner in doing business?:** 7.9/10 (Category avg: 9.2/10)
- **Quality of Support:** 8.2/10 (Category avg: 9.0/10)
- **Ease of Use:** 8.4/10 (Category avg: 9.0/10)
- **Ease of Admin:** 7.8/10 (Category avg: 8.8/10)


**Seller Details:**

- **Seller:** [Avaya](https://www.g2.com/sellers/avaya)
- **Year Founded:** 2000
- **HQ Location:** Durham, North Carolina
- **Twitter:** @Avaya (36,791 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/1494/ (11,842 employees on LinkedIn®)
- **Ownership:** NYSE: AVYA

**Reviewer Demographics:**
  - **Who Uses This:** Telecom engineer
  - **Top Industries:** Telecommunications, Information Technology and Services
  - **Company Size:** 52% Enterprise, 34% Mid-Market


#### Pros & Cons

**Pros:**

- Calling Features (2 reviews)
- Analytics (1 reviews)
- Call Quality (1 reviews)
- Connectivity (1 reviews)
- Ease of Use (1 reviews)

**Cons:**

- Complexity (1 reviews)
- Customization Difficulty (1 reviews)
- Difficult Implementation (1 reviews)
- Difficult Setup (1 reviews)
- Error Handling (1 reviews)

  ### 25. [Sprinklr Service](https://www.g2.com/products/sprinklr-service/reviews)
  Sprinklr Service is a cloud-native unified customer service platform powered by AI that enables seamless customer & agent experience across 30+ digital, social and voice channels, and delivers real-time actionable & scalable insights – eliminating the need for any other point solution. - Enables customers to interact with your brand on their preferred channel for consistent brand experience leading to customer delight. - Empowers agents with unified/360 customer view and recommends the most relevant responses with the power of AI to improve agent productivity and experience. - Provides meaningful and actionable insights to supervisors to drive growth and operational excellence - Helps leaders uncover opportunities for growth, transformation and innovation through real- time contact center insights scalable across the enterprise.


  **Average Rating:** 4.3/5.0
  **Total Reviews:** 661

**User Satisfaction Scores:**

- **Has the product been a good partner in doing business?:** 8.6/10 (Category avg: 9.2/10)
- **Quality of Support:** 8.1/10 (Category avg: 9.0/10)
- **Ease of Use:** 8.2/10 (Category avg: 9.0/10)
- **Ease of Admin:** 8.1/10 (Category avg: 8.8/10)


**Seller Details:**

- **Seller:** [Sprinklr](https://www.g2.com/sellers/sprinklr)
- **Company Website:** https://www.sprinklr.com
- **Year Founded:** 2009
- **HQ Location:** New York
- **Twitter:** @Sprinklr (38,124 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/399351/ (4,349 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Who Uses This:** Social Media Manager, Social Media Specialist
  - **Top Industries:** Consumer Services, Marketing and Advertising
  - **Company Size:** 41% Enterprise, 30% Mid-Market


#### Pros & Cons

**Pros:**

- Ease of Use (81 reviews)
- Features (64 reviews)
- Helpful (52 reviews)
- Efficiency (47 reviews)
- Customer Support (37 reviews)

**Cons:**

- Complexity (29 reviews)
- Learning Curve (27 reviews)
- Missing Features (26 reviews)
- Slow Loading (23 reviews)
- Steep Learning Curve (21 reviews)



## Parent Category

[Call & Contact Center Software](https://www.g2.com/categories/call-contact-center)



## Related Categories

- [Contact Center Software](https://www.g2.com/categories/contact-center)
- [Conversation Intelligence Software](https://www.g2.com/categories/conversation-intelligence)
- [Contact Center Quality Assurance Software](https://www.g2.com/categories/contact-center-quality-assurance)