Best Speech Analytics Software for Call Center

Businesses now rely on telephone conversations to deliver customer service. But it is hard for them to know about the customer’s sentiments, emotions, needs, and preferences. 😞

Then, speech analytics software entered as a groundbreaker, becoming a crucial part of every call center. Its popularity has significantly increased over time and its main reason is that this software simply goes beyond recording calls. 

Speech analytics software helps businesses to know about the sentiments, emotions, and needs of customers through spoken words during a conversation. This helps companies to uncover what customers really mean. 

In this guide, we will discuss how speech analytics works, its benefits, and its types. We also suggest the best speech analytics software for your call center and examine their use cases in 2024.

What is speech analytics software?

Speech analytics software is a technology that transcribes conversations between agents and customers into written text. It also detects the emotions of the customers by identifying the words and analyzing audio patterns using natural language processing and artificial intelligence. 

This software has gained huge attention due to its quick and precise conversation analytics capabilities. As a result, most of the companies use it in customer service operations across the world. Speech analytics software extracts customer insights and classified interactions. Further, it analyzes the data for relevant and meaningful customer insights that help to make data-driven decisions. 

How does speech analytics work?

First and foremost, speech analytics software gathers all call center interactions between agents and customers from the call recording system. Once the audio is captured, then speech recognition technology converts spoken words into text. 

This text forms the foundation for further analysis. After that, NLP, or natural language processing, analyzes the text and identifies keywords, phrases, and even sentiments based on the tone of voice. Then, speech analytics software employs powerful algorithms to analyze the extracted text data. 

This involves identifying trends, recurring issues, or agent performance metrics. Once completed, it converts the analysis into actionable insights, presented through reports, dashboards, and visualizations.

Benefits of using speech analytics tools

Businesses can benefit in several ways using speech analytics tools. It helps you to improve customer experience and enhance agent performance. Apart from that, this powerful tool helps you to transform your call center from a reactive to a proactive environment. 

Besides that, here are the five major benefits that you can get from using speech analytics tools:

• Enhance customer service: Speech analytics tools offer your insight into customers to understand their needs, preferences, and behavior. Then, you can tailor your interaction with them to provide useful and relevant support. 

• Utilize real-time analysis for tailored interactions: This software gives you access to view the customer’s emotions, sentiments, and needs in real-time. After that, you can deliver personalized and high-quality customer service. 

• Optimize operational efficiency: Using speech analytics tools, you can automate tasks related to transcription eliminating the manual effort. It allows agents to save time that can be used to improve sales. 

• Improved agent performance: Supervisors can track agent performance where they mostly lack. Then, they can guide them in addressing the agent’s shortcomings with data-driven insights. It helps to improve communication skills to agents which ultimately helps them to be more efficient.  

• Gain a competitive edge in the market: You will get customer insights (their needs, preferences, and behavior) and even market trends with the software. This helps you to shape your support strategy. 

👍You May Also Like: How to Use Speech Analytics in Call Center

Types of speech analytics software

There are several types of speech analytics software, but mainly three types are categorized based on their functionalities as follows:

A. Transcription-based analytics

This tool creates a highly accurate textual transcript from the audio data. Its advanced speech recognition technology converts spoken words into text, forming the foundation for further analysis. These precise transcriptions help you to identify the keywords, emotion analysis, and valuable customer insights. 

B. Real-time analytics solutions

These tools prioritize instant insights during ongoing conversations between agents and customers. This software uses advanced algorithms to analyze voice data as the call unfolds, providing feedback in real time. This immediate feedback fosters improved call quality and empowers agents to navigate challenging situations more effectively.

C. Hybrid or comprehensive speech analytics

The combination of functionalities from transcription and real-time analytics offers you a broader range of features like sentiment analysis, keyword spotting, emotion detection, and categorization. It provides both detailed transcripts for later analysis and real-time insights to empower agents and supervisors during calls. 

12 Best speech analytics software in 2024

Finding the best speech analytics solution is important if you want to increase the efficiency of your call center.

However, you might get confused while choosing speech analytics software. So, to make it easier for you, we have suggested the best speech analytics software.

1. Five9

Five9 is one of the best cloud contact center software providers. It offers you a range of features that include agent call scripting, call center data importing, call center statistics, and call conferencing software to run your contact center operations efficiently. This provider aims to transform call and contact centers into customer engagement centers of excellence. 

In addition, Five9 automation features help you save time and save on manual work for your team members. It provides you with the most reliable cloud contact center that allows organizations to deliver extraordinary customer experience. 

 ⚡Key features 

• Agent call scripting
• Call center data importing
• Call center statistics
• Call conferencing software
• Speech recognition software

✅ Pros

• Cloud-based Solution
• Top-notch support
• Extensive CRM integrations
• Intuitive workforce automation interface

❌ Cons

• Confusing reports
• Lack of transparent pricing for add-ons
• Limited functionality in the supervisor area
• Expensive

💲Pricing

Plans	Pricing
Digital	$175/month
Core	$175/month
Premium	$235/month
Optimum	$290/month
Ultimate	$325/month

Trial: Five9 does not provide a free trial.

2. Avaya

Avaya is another speech analytics software that may be suitable for your company. It primarily specializes in business communications like unified communications and contact centers. This company provides a wide range of products and services to cater to the needs of all business sizes. 

Avaya offers you a solution to effortlessly manage customer interaction across various communication channels, such as call centers, emails, and social media. Using Avaya, you can enhance customer and employee experience by bridging capability gaps and fostering innovation seamlessly.

⚡Key Features

• Automated attendant
• Push voicemail to e-mail
• Multiple music on hold
• User and group announcements
• Click-to-Call

✅ Pros

• Scalability
• Wide range of features
• Integration capabilities
• Avaya OneCloud CCaaS

❌ Cons

• Complexity
• Customer support
• Cost
• Multiple applications

💲Plans & Pricing: Reach out to their contact sales team for pricing. 

Free Trial: Avaya offers a 90-day trial period. 

3. Genesys Cloud CX

Genesys Cloud CX is one of the popular contact center solutions that offers comprehensive speech analytics solutions for cloud-based contact centers. It offers you a range of features such as voice services, inbound routing, outbound campaigns, workforce engagement, and more to elevate your customer service. 

Further, no technical expertise is required to use the Genesys Cloud interface as it is easy to use. You can also easily automate repetitive tasks and leverage customer data to provide a memorable customer experience. Using Genesys Cloud CS, you can manage and analyze customer conversations across all channels effortlessly.

⚡Key Features

• Inbound routing
• Workforce engagement
• Reporting and analytics
• Unified communication
• Customer self-service

✅ Pros

• Excellent router for communication
• User-friendly interface
• Lots of contact center functionality
• Customizable application

❌ Cons

• Slow responses from support on open tickets
• Integration issues
• Limited segments inside a license
• Difficulty adjusting to the platform

💲Plans & Pricing

Plans	Pricing
Genesys Cloud 1 (Voice only)	$75/month
Genesys Cloud 2 (Digital only)	$95/month
Genesys Cloud 2 (Digital +Voice)	$115/month
Genesys Cloud 3 (Digital +WEM)	$135/month
Genesys Cloud 3 (Digital +WEM+Voice)	$155/month

Trial: Genesys Cloud CX offers a 14-day free trial.

4. Talkdesk

Talkdesk is a contact center solution that helps businesses deliver better customer experience across any industry and through any channel. You can leverage Talkdesk’s powerful tools to organize your call centers. Even though you do not know how to code, you can still build flows for different scenarios and upload IVR messages. 

This helps you to create various scenarios and activate them during peak hours. In addition, Talkdesk always focuses on enhancing its products to increase reliability, speed, agility, and security. You can even provide real-time assistance to make every agent your best agent. 

⚡Key Features

• Automatic call distributor
• Interactive voice response
• Call monitoring
• Real-time dashboards
• Forward-to-phone

✅ Pros

• Talkdesk virtual agent
• Workforce management
• Compliance
• Voice biometrics for self-service

❌ Cons

• Limited omnichannel communication in lower tiers
• Clunky reports
• Expensive
• Call routing limitations

💲Plans & Pricing

Plans	Pricing
CX Cloud Digital Essentials	$85/user/month
CX Cloud Essentials	$85/user/month
CX Cloud Elevate	$115/user/month
CX Cloud Elite	$145/user/month

Trial: Talkdesk does not offer a free trial.

5. NICE CXone

Most companies across the world are striving to elevate customer experience, strengthen brand value, and boost efficiency. But this is possible when you have a unified interaction, convergence of rich CX capabilities, and an AI purpose-built for CX.

Therefore, NICE CXone might be the perfect speech analytics tool for you. Using NICE CXone, you can easily transform your contact center into a world-class customer experience center. It provides various tools and features that help you delight your customers with seamless, efficient, and friendly conversations. 

⚡Key Features

• Session routing
• Auto Dialer
• IVR (Interactive Voice Response)
• Inbound screen pop
• Concurrent calling

✅ Pros

• Rich CX capabilities
• AI-driven experience
• Omnichannel routing
• Workforce optimization

❌ Cons

• Connectivity issues
• Configuration Challenges
• Limited Customization
• Call Answering Challenges

💲Plans & Pricing

Plans	Pricing
Essential Suite	$135/month
Core Suite	$169/month
Complete Suite	$209/month

Trial: NICE CXone offers you a 60-day trial period.

6. Google Cloud

Google Cloud, developed by Google isn’t a new name to people in this industry. It is the most popular among the people, offering you a complete contact center AI platform that supports multichannel communications between agents and customers. Its powerful tools empower your agents with actionable insights. 

Google Cloud gives you the power to automate mundane tasks, freeing up human agents to focus on more difficult and specialized calls.  It also provides real-time information, workflows, and guidance to increase sales reps’ efficiency. However, compared to other dedicated speech analytics platforms focused on customer service, Google Cloud might lack certain features such as detailed sentiment analysis. 

⚡Key Features

• Multichannel communication
• Natural language processing
• CCAI insights
• Virtual assistants
• Dialogflow CX

✅ Pros

• Integrates with existing technology
• Improves customer experience
• Real-time assistance for agents
• Natural language and speech capabilities

❌ Cons

• Sentiment analysis limitations
• Privacy concerns
• Integration challenges
• AI limitations

💲Plans & Pricing

Plans	Pricing
CCAI Insights Analysis (Sentiment, Entities, Highlighters)	$2 per 100 Conversations
Topic Model labeling	$2 per 100 Conversations

Trial: Google Cloud offers a free trial for its contact center AI platform. The trial includes $300 in credit. 

7. Salesken

With the use of Salesken, you can now get 100% visibility into every customer conversation. Its pitch intelligence features help you to discover customers’ questions, and ideal responses to objections and build a winning call profile unique to your organization.

In addition, agents will get an insight into customers to understand their personas, motivations for purchases, preferences, needs, and objections. It enables sales reps to address them in the pitch to reduce preventable losses. Besides that, you are also able to keep track of your team members’ performance and revenue goals. 

⚡Key Features

• Real-time guidance
• Pitch intelligence
• Call Summary
• Call advisory
• Pitch score

✅ Pros

• Sales performance management
• Real-time data and insights
• Sales engagement
• Sales Coaching

❌ Cons

• Feature overload
• Report issues

💲Plans & Pricing

Salesken’s pricing depends on some factors unique to your company. You can request pricing as per your requirements.

Trial: Salesken does offer a free trial.

8. Observe.AI

Choose Observe.AI as your speech analytics software and uncover insights from all your customer interactions. It offers you 100% visibility to the lead conversation in every channel and allows you to identify trends, opportunities, and risks. With its Generative AI suite, you can save valuable time for agents and empower them with self-improvement tips. 

Observe.AI also provides real-time guidance to agents to enhance the customer experience. Using Observe.AI, you can convert more interactions to sales. Plus, you can boost your contact center performance with a live conversation intelligence feature.

⚡Key Features

• Conversation intelligence
• Real-time AI
• Generative AI applications
• Sentiment analysis
• Automated redaction

✅ Pros 

• Integration with commonly used calendar and conferencing tools
• AI-assisted note-taking and action items
• Highly accurate transcription with speech recognition
• Silence detection

❌ Cons

• Complexity and learning curve
• Potential for technical issues
• Dependence on AI
• Data privacy concerns

💲Plans & Pricing

Observe.AI pricing model depends on the specific needs of businesses. For pricing, contact them and they will provide a breakdown of license models. 

Trial: Observe.AI does not provide a free trial but you can schedule a live demo. 

9. Verint Speech Analytics

Verint Speech Analytics is a highly rated and widely used speech analytics software. It helps an organization enhance the efficiency of agents and increase the customer satisfaction rate. Using Verint Speech Analytics tools, you can transcribe and analyze millions of calls, discover customer insights, and enhance contact center performance. 

Verint Speech Analytics utilizes artificial intelligence and natural language processing technology to transcribe recorded calls with unmatched transcription and comprehensive accuracy. It offers you sophisticated conversational analytics. 

⚡Key Features

• Unified visual player
• Accurate transcription
• Reveal occurrences of non-compliance
• Improve operational efficiency

✅ Pros

• Reliability
• Data export
• User-friendly interface
• Integrates with other Vering products

❌ Cons

• Constantly have to export the terms and then alphabetize
• Manual processes for certain features
• Lack of innovation
• Limited phonetic boosting

💲Plans & Pricing

Contact the Verint Speech Analytics agents to know about their plans and pricing. 

Trial: Verint Speech Analytics does not offer a free trial. But you can schedule a demo. 

10. Ozonetel CloudAgent

Ozonetel CloudAgent is one of the best speech analytics platforms. It offers a comprehensive suite of tools to enhance the productivity and efficiency of your contact centers. Using Ozonetel CloudAgent features like omnichannel capabilities and end-to-end customer service management, you can streamline contact center operations. 

This software provider provides a complete view of customer insights to deliver personalized interactions with each customer. Ozonetel CloudAgent is packed with all features to cater to all business sizes’ needs to manage contact center operations. 

⚡Key Features

• Automated call audits
• Conversational AI
• Voice bots
• Live monitoring and reports
• Screen recordings

✅Pros

• Dedicated account managers and highly responsive customer support
• Unparalleled data capture opportunities
• Intuitive and user-friendly interface
• Build-in AI capabilities

❌Cons

• Slow upload speed
• Adding new users can be tedious
• Limited for advanced features
• Bit expensive

💲Plans & Pricing

Contact their sales team to get pricing. 

Trial: Ozonetel CloudAgent offers a 21-day free trial. 

11. Invoca

Invoca has been a game-changer for many users to streamline their contact center operations. It helps you to tap into phone conversations, allowing you to understand each customer’s needs and preferences to deliver an outstanding customer experience. 

Furthermore, Invocaoffers you a powerful AI conversation analytics tool that helps you boost your sales reps’ performance. With this tool, you can analyze agents’ performance which allows you to improve customer service. 

⚡Key Features

• Speech analytics
• Conversation intelligence
• Call scoring
• Real-time reporting
• Call tracking

✅ Pros

• Robust call tracking capabilities
• AI-powered insights from phone conversations
• Offers real-time reporting features
• Easy to navigate through menus and filters

❌ Cons

• Learning to use Invoca can be a bit challenging
• Lacks certain functionalities like CRM Integration and lead capture
• The call tracking script does not run 100% of the time
• Support becomes solely through the support ticket system

💲Plans & Pricing

Plans	Pricing
Pro	Contact sales
Enterprise	Contact sales
Elite	Contact sales

Trial: Invoca does provide a free trial. 

12. Enthu.ai

Enthu.ai is created with a mission to make conversation analytics viable and affordable for all sizes of business. Since then, it has helped hundreds of brands to drive meaningful intelligence from customer conversations. Plus, it gives insight into customer interactions allowing agents to understand customer sentiment.

Enthu.ai has an intuitive interface that is easy to use, even for new onboarding members. While using Enthu.ai, you no longer have to worry about call quality. This platform always ensures that you have crystal-clear calls to communicate with customers without any interruption. 

⚡Key Features

• Speaker labels
• Caller history
• Call ignores
• Download transcripts
• Detailed call review

✅ Pros

• User-friendly interface and customizable options
• Playback library for important calls 
• Continuous improvement and feedback mechanism
• Trend identification and data-driven decision making

❌ Cons

• Certain features are limited
• The call tracking script does not run 100% of the time
• Bit expensive
• Support may be solely through the support ticket system,

💲Plans & Pricing (eValu8 (Manual QA Suite)

Plans	Pricing
SMB	$500/month
Mid-enterprise	$1499/month
Enterprise	Contact sales

Trial: Free 14-day trial.

Where can you use speech analytics software?

Speech analytics software has been used in various ways, especially in enhancing customer service, improving operational efficiency, and reinforcing quality assurance and compliance. Let’s explore some major use cases of speech analytics software in 2024:

Enhance customer service

Businesses are leveraging speech analytics software to understand customer needs and behavior. This allows them to provide relevant support for each customer. Plus, you can analyze customer interactions in real time to identify pain points and provide customized solutions. 

Optimize operational efficiency 

Using speech analytics software, you can automate tasks such as keyword spotting, speech-to-text transcription, and compliance monitoring. It reduces the manual effort of agents and helps to enhance their productivity. You can also analyze customer interactions to identify areas for improvement and implement change to optimize support operations. 

Real-time analysis for tailored interactions

Speech analytics software offers you real-time insights into customers during live interactions. It allows sales reps to make prompt decisions and resolve issues more efficiently. This eventually improves customer satisfaction and helps businesses stay on track with changing customer needs.

Sentiment analysis

This software has advanced so far that it analyzes the tone and emotions of customers’ voices to determine their sentiments. It helps agents to identify whether the customer is frustrated or upset. Then, agents can approach their interaction accordingly. 

Keyword spotting and trending topics

With the help of speech analytics software, you can identify trending topics and keywords in customer interactions. It allows you to stay up-to-date with customer needs and preferences. Then, you can tailor products and services to meet the changing needs of customers. 

How to choose the best speech analytics tool?

There are several things you need to consider before making any decision on speech analytics tools. Some of the things to consider are as follows:

• Accuracy and performance: The first thing to consider is accuracy as it is the most basic criterion of speech analytics. Look out for a solution with advanced recognition capabilities that can handle different accents, language, and speech patterns.  It helps you to ensure high accuracy in transcribing and analyzing speech. 

• Analysis capabilities: Opt for a tool that caters to your requirements. Always considered capabilities like sentiment analysis, emotion detection, keyword spotting, and trend identification. You can choose a provider that offers you a rich feature that is completely aligned with your company’s analytical needs. 

• Scalability & Flexibility: Changing the provider once your business grows can be challenging for you. So, choose a tool that aligns with your specific business process and also can be customized to match your unique steps. 

• Data integration and compatibility: Always ensure that the tool can seamlessly integrate with your current systems. Evaluate the software’s compatibility with the rest of your current technology stack, which includes your unified customer service solution, CRM system, and other relevant technologies.   

• Cost and Return on Investment (ROI): Estimate the total cost of the software solution including licensing fees, ongoing maintenance costs, and integration costs to align with your organization’s budget objectives. 

Conclusion

Speech analytics software is a game changer for businesses. It helps you to transcribe spoken words into text during a conversation with customers. Then, the software analyzes and gives you insight into customer emotions, needs, and preferences. 

Once the data is available, agents can personalize their interactions accordingly, ultimately enhancing customer experience. You can use this software to optimize operational efficiency and improve agent performance. But while choosing the provider, you have to consider a few terms such as cost, integration, features, and analysis capabilities. 

FAQ

What is AI speech analytics? 

AI speech analytics refers to a technology that uses artificial intelligence to understand, process, and analyze human speech in customer interactions. It leverages advanced techniques such as natural language processing, automatic speech recognition, machine learning, and AI to extract meaningful insights from customer interactions. 

What is the difference between speech analytics and voice analytics?

Speech analytics and voice analytics are two different, but related technologies used in analyzing customer interactions. While speech analytics focuses on the actual words spoken in a conversation, Voice analytics focuses on how words are said in a conversation. 

Speech analytics uses artificial intelligence, natural language processes, machine learning, and algorithms to analyze spoken words and extract meaning from audio recordings. Voice analytics analyzes audio partners in a voice recording for features such as pitch, tone, stress, and rhythm. 

What are the models of speech analytics?

Speech analytics software utilizes natural language processing, machine learning, speech recognition, and extended speech emotion to convert spoken words into text. Then, the software can analyze this text to provide valuable insights into customer sentiment, emotion, and needs. 

What technology is used for speech analytics? 

Speech analytics uses a multiple advanced technology to clearly analyze spoken words. However, the major technology is Automatic Speech recognition and Natural Language Processing. Automatic speech recognition transcribes the audio into written text whereas Natural Language Processing identifies the emotion, sentiment, and intent in the speech of customers.