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Observe.AI is the fastest way to boost contact center performance with live conversation intelligence. Built on the most accurate AI engine in the industry, Observe.AI uncovers insights from 100% of customer interactions and maxim...Read more about Observe.AI

4.3 (3 reviews)


MiaRec is a provider of conversational intelligence and automated QA for contact centers. Contact centers can use MiaRec across the workforce to modernize workflows and surface intelligence at scale. MiaRec's Conversational Analy...Read more about MiaRec

5.0 (1 reviews)

Call Journey

Call Journey's conversation intelligence and analytics technology leverages advanced techniques such as natural language processing (NLP), Natural Language Understanding (NLU), and advanced machine learning (ML) to transform custo...Read more about Call Journey

4.0 (2 reviews)

Gong's Revenue Intelligence platform captures your customer interactions across phone, web conferencing, and email, understands what was said in these interactions, and delivers insights to help your team win more deals. Learn ho...Read more about


Sprinklr is a cloud-based customer experience management solution designed for businesses of all sizes. It offers social experience core, content marketing, social media management, paid advertising, website management (first-part...Read more about Sprinklr


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


Chorus is the leader in conversation intelligence and an integral part of ZoomInfo’s (NASDAQ: ZI) leading modern go-to-market software, data, and intelligence for more than 20,000 companies worldwide. Founded in 2015, Chorus’ Conv...Read more about Chorus


Experience the future of medical transcription with this Advanced AI solution. Tailored specifically for healthcare specialists,this platform offers a seamless integration of technology and accuracy, ensuring every piece of medica...Read more about Deepcura

5.0 (5 reviews)

Dragon Professional Individual

Dragon Professional Individual is an on-premise speech recognition solution, which enables professionals to transcribe documents using deep learning technology. Teams can create reports and documents and import or export custom li...Read more about Dragon Professional Individual

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As the leading platform for conversation analysis in Scandinavia, Capturi converts your customer conversations into concrete insights. With these insights, you will not only know what works but also what specific word choices and ...Read more about Capturi

4.8 (5 reviews)


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

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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


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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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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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


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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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

5.0 (1 reviews)


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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Buyers Guide

Last Updated: March 16, 2023


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 (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.