Speech Analytics Software

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VoiceAnalytics is a voice and data analysis platform based on advanced artificial intelligence technology. The system processes and analyzes digitally stored audio and its metadata provided by a customer's recording system. The p...Read more about VoiceAnalytics

4.83 (6 reviews)

assist365 - AI-powered Virtual Assistant

assist365 is a multilingual conversational AI that can clearly understand and respond to more than 20 languages. The well-optimized NLP and NLU engine in the assist365 deliver a human-like interaction experience to the users acro...Read more about assist365 - AI-powered Virtual Assistant

5.00 (1 reviews)


AgentAssist, helps you to serve your customers better through real-time voice analysis and digital interactions. The technology improves conversations between agents and customers by turning analysis into unique insights and reco...Read more about AgentAssist

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CallFinder is a cloud-based call monitoring solution designed to help businesses in education, healthcare, insurance, manufacturing, retail, hospitality and other industry verticals manage scoring, transcribing, and analysis of cu...Read more about CallFinder

4.67 (12 reviews)


Stratifyd is an augmented intelligence (AI) and data analytics solution that helps businesses analyze unstructured and structured datasets in real-time. It offers a speech analytics system, which allows contact centers to automati...Read more about Stratifyd

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Tethr is artificial intelligence (AI)-enabled speech analytics solution, which allows call centers and various business teams to track, analyze and gain insights into customer conversations to uncover actionable insights on a unif...Read more about Tethr

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DeepTone Insights Anywhere is a web-based speech analytics SDK designed to help businesses detect speech, gender and language to gain insights into various metrics in human speech. Key features include audio capture, voice recogni...Read more about OTO

5.00 (1 reviews)

Alvaria Engagement Analytics

Alvaria Engagement Analytics extends your quality management process by providing a holistic view into 100% of your speech and text interactions, easily surfacing valuable and actionable insights. By turning every conversation int...Read more about Alvaria Engagement Analytics

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Observe.AI is a cloud-based call analysis solution, which helps businesses transcribe calls, automate speech recognition and gauge customer sentiments in order to improve agent’s performance in real-time. Features include data red...Read more about Observe.AI

4.33 (3 reviews)

Contact Cubed

Contact Cubed is a cloud-based speech analytics solution designed to help businesses across a variety of industry verticals like banking, insurance, sales and collections improve conversions, Natural Language Processing (NLP) and ...Read more about Contact Cubed

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Prodigal is a cloud-based Consumer Finance Intelligence solution. Lenders, collection agencies, and healthcare providers depend on Prodigal to analyze every agent and customer conversation to enhance profits, customer experience, ...Read more about Prodigal

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CallTrackingMetrics is a cloud-based call tracking and contact center solution for businesses and agencies that helps with tracking campaigns, reaching new audiences through integrated text marketing and online forms and using int...Read more about CallTrackingMetrics

4.57 (98 reviews)

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Marsview Notes

Marsview Notes automatically transcribes what’s spoken, shown and written in a live or a pre-recorded meeting. Using patent-pending AI technologies, the application writes out comprehensive notes, actions, questions and decisions....Read more about Marsview Notes

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EvaluAgent is a quality assurance solution for customer service organizations designed to evaluate and coach agents. This solution unifies customer feedback and agent performance data. It provides automated scoring for all custome...Read more about EvaluAgent

4.63 (19 reviews)


NICE inContact is cloud-based call center software that helps businesses to maximize the quality of leads and minimize the cost of client interaction. The solution comprises many features required to process inbound support reques...Read more about NICE CXone

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Snowfly is an employee engagement solution that helps businesses streamline employee recognition and satisfaction operations through incentives, rewards and gamification capabilities. It allows managers to monitor employees’ perfo...Read more about Snowfly

4.11 (18 reviews)


MaxContact is an omnichannel contact center solution that is designed for businesses across different sectors including BPO’s, financial services, utility providers, and more. Supporting inbound and outbound operations, MaxContact...Read more about MaxContact

4.73 (11 reviews)


Fonetik is the latest behaviourally-informed speech analytics platform in the market designed to help businesses understand customers, and what they say and feel. Fonetik puts the power into your hands through an intuitive point-a...Read more about Fonetik

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POWERFUL INSIGHTS INTO THE VOICE OF THE CUSTOMER Each and every interaction in your organisation contains a wealth of powerful intelligence to help shape customer experience, compliance, and strategic planning. However, organisa...Read more about VoiceAI

4.00 (1 reviews)


MiaRec allows businesses to take full advantage of its modern hub for customer and agent experience in your contact center. The software helps businesses increase productivity, efficiency and optimization, customer satisfaction, a...Read more about MiaRec

5.00 (1 reviews)

Buyers Guide

Last Updated: September 12, 2022


Businesses often lack insights when it comes to understanding the problems their customers face. While post-purchase surveys and customer feedback forms try to fill this gap, they are somewhat ineffective as customers don’t always respond to such inquiries.

However, in today’s world, understanding what frustrates customers and what delights them has become easier. With innovations such as automatic speech recognition and speech analytics technology, customer service managers can now do much more than just listening in on calls their teams make/take. A speech analytics solution not only helps judge a caller’s emotional state but also the likelihood of them converting into a customer.

In this buyers guide, you’ll learn about the core features, key considerations, and other important aspects that will help you make an informed decision while choosing a speech analytics tool for your business.

Here’s what we’ll cover:

What is speech analytics software?

Speech analytics software helps businesses analyze live and recorded calls between customers and customer support teams, which allows improving the customer journey and providing a better customer experience. The software gives businesses better customer insight into how to improve their sales and customer engagement practices.

The software offers sentiment analysis and pattern detection capabilities that enable customer success teams to identify recurring customer challenges and determine the best possible resolutions.

Quality monitoring in CallFinder

Quality monitoring in CallFinder (Source)

Common features of speech analytics software

Vendors offer various kinds of features with their software products but to make the best choice, you need an understanding of the common features that a speech analytics software tool must have.

Sentiment analysis

Judge the tone and mood of any conversation in real time to understand the positive, negative, or neutral sentiment and link it with the overall customer experience.

Automatic transcription

Convert conversations in audio and video files into text and highlight key phrases with accuracy.

Call recording and archiving

Record, store, and categorize customer calls based on emotional analysis.

Predictive analytics

Analyze past and concurrent data to discover patterns and generate insights into future outcomes.

Language support

Understand and support a host of languages for speech-to-text conversion and customer sentiment analysis.

Call metrics dashboard

Access every customer interaction and gather insights related to caller intent, call duration, and key trends.


Analyze, discover, and create reports on trends, key phrases, and recurring topics.

Real-time support

Provide technical support and training to sales and customer success teams.

What type of buyer are you?

The customer-facing role of any business makes investing in this technology necessary. Let’s have a look at the various types of buyers for speech analytics software.

  • Businesses with large customer support teams: These buyers usually belong to industries such as ecommerce, travel, and tourism, and may handle a lot of face-time with customers. Speech analytics software can help them optimize their contact center through customer sentiment analysis and offer quicker customer resolutions and more effective customer servicing.
  • Businesses with large sales teams: These buyers typically look for tools that help with sales gamification to enhance their sales processes. Managers can access call archives and view interactions to understand where their salespeople did well and which parts need improvement. By grading their calls and creating scorecards, this data can gamify and incentivize behavior. Predictive analytics is also used to identify cross-sell opportunities and educate and enhance salespeople to perform better.

Benefits of speech analytics software

Using speech analytics software can offer a lot of benefits to contact centers and users in customer-facing roles.

  • Improves customer experience: Speech analytics tools analyze thousands of calls and gather a lot of insights about customer needs and wants. Additionally, the tool can detect whether a customer is upset or frustrated through emotional cues. With such data in their hands, contact centers can quickly determine how to best solve customer issues and increase customer satisfaction rates.
  • Improves agent performance: When contact center agents speak with customers, speech analytics software can monitor these calls to evaluate agent performance and identify coaching opportunities. With the help of real-time monitoring, call center agents and customer support teams can be given instant feedback on areas that need improvement.
  • Ensures compliance and identifies risks: Speech analytics can also be used to check whether service calls are following organizational compliance criteria. Using a speech analytics tool will result in a workforce that is familiar with protocols and required disclosures. This can be a crucial advantage in terms of quality assurance in highly regulated industries such as healthcare or finance.
  • Increases cross-sell and up-sell opportunities: In both service-oriented and product-centric businesses, conversations can be monitored to find out which services or products are being mentioned the most by customers. This information can then be used to enhance sales conversion rates. Marketing teams can also take advantage of these insights to produce more effective marketing campaigns.

Key considerations

With a host of vendors in the speech analytics market, it is easy to get confused with choosing the right product. We suggest these key considerations before finalizing a speech analytics vendor to do business with.

  • Data reliability: The primary factor that goes into choosing the right speech analytics software is the reliability of its data. Data reliability, in this case, would include the accuracy and completeness with which conversations are analyzed and stored.
  • Sentiment analysis vs. voice recognition: A majority of buyers get confused between speech analytics and voice recognition technologies. The latter identifies audio and transcribes it into text while speech analytics goes beyond mere transcription and helps with emotion detection as well as call categorization based on keywords, caller intent, behavior, and customer needs, eliminating the need to evaluate calls manually.
  • Deployment: Another important consideration before investing in speech analytics software is the deployment options a tool offers. In today’s remote work environment, a web-based or cloud-based service is preferred over on-premise deployment models.

Note: The application selected in this article is an example to show a feature in context and is not intended as an endorsement or recommendation. It has been obtained from sources believed to be reliable at the time of publication.