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Call Journey CI automates customer intelligence storytelling, uncovering experience transformation opportunities in vast communication data. We take customer intelligence to new frontiers using purpose-built AI to analyze everyday conversations and transl...Read more about Call Journey
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 recommending actions that enab...Read more about AgentAssist
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XEBO.ai platform offers users a variety of experience management products to investigate and analyze their business and take decisive actions. XEBO.ai is a cloud-based CX platform that offers features for data collection, benchmarking, customer recovery, ...Read more about XEBO.ai
Transkriptor is an artificial intelligence (AI)-enabled online transcription solution that converts audio and video content within meetings, interviews, lectures, podcasts, and other files into text. Transkriptor allows users to transcribe audio and vide...Read more about Transkriptor
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 platform uses artificial in...Read more about VoiceAnalytics
CallAI is one of the best analytics solutions that can help contact centers achieve these benefits. CallAI is a speech analytics solution developed by GoVivace Inc., a leading conversational AI and speech analytics solutions provider. It uses natural langu...Read more about CallAI
3CX is a business communication platform that helps businesses streamline calling, video, and live chat. The platform has evolved from a PBX system into a full-featured communications solution that allows businesses to manage their voice, video and messagi...Read more about 3CX
MeetRecord 's AI-powered Revenue Intelligence Solution provides deep insights into customer conversations to accelerate deal conversion, implement CRM automation, and personalize AI coaching. MeetRecord automatically captures your sales interactions acros...Read more about MeetRecord
Fathom serves as an AI meeting assistant, capturing, transcribing, and summarizing meetings. The application allows users to concentrate on the discussions rather than note-taking....Read more about Fathom
Convin is a contact centre software with AI support that leverages CI to record, summarize, and analyze every client communication you have during calls, chats, and emails. It is your one-stop shop for optimizing agent performance across the board, enhanci...Read more about Convin
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 how companies like LinkedIn,...Read more about Gong.io
Sonix is a web-based solution that allows businesses to transcribe audio and video files. The fully automated software is able to transcribe 30 minutes of audio or video in approximately 3-4 minutes, for industries that require quick and stress-free transc...Read more about Sonix
Leexi is a cloud-based conversational intelligence platform that enables businesses to analyze, summarize, and transcribe audio and video calls. With its AI-powered meeting summary and automated note-taking features, it optimizes sales, telephony, and vide...Read more about Leexi
Talkatoo is a speech recognition and dictation solution that helps veterinary organizations utilize the power of speech-to-text technology. With Talkatoo, teams can dictate chart notes on a centralized platform, allowing staff to capture patient informatio...Read more about Talkatoo
MeetRox is the ultimate solution for optimizing your sales meetings with artificial intelligence. Integrated with leading CRM systems such as Salesforce, HubSpot CRM, RD CRM, Ploomes, Zoho CRM, and Pipedrive, MeetRox automates CRM entry, saving valuable ti...Read more about MeetRox
Avaya Experience Platform is a unified communications solution designed to connect people using a range of channels, including voice, email, and chat. The software is designed to deliver effortless experiences for customers and employees at every touchpoin...Read more about Avaya Experience Platform
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 medical documentation is transcr...Read more about Deepcura
As the leading platform for conversation analysis in Scandinavia, Capturi converts your customer conversations into concrete insights. With these insights, your customer service team will learn how wording, efficiency, and win-back strategies affect custo...Read more about Capturi
Modjo is a sales enablement tool that help modern business to close more deals. An entirely cloud-based conversation intelligence software that integrates seamlessly with popular productivity and helpdesk tools. Modjo was built to make every interaction ...Read more about Modjo
Designed for small to large businesses, Spiky is a cloud-based sales coaching tool that helps analyze sales calls, onboarding sessions, and coaching meetings to provide actionable insights, streamline workflows, and enhance communication. The platform prov...Read more about Spiky.ai
Z-CRM transforms how you connect with customers through a cloud-based, AI-powered CRM and comprehensive call center suite. Enhance your team's productivity with intelligent dialers, streamline multi-channel communication, and tailor the system to meet your...Read more about Zenith CRM
Callbox is a cloud-based solution offering voice and video collaboration, customer relationship management (CRM), a contact center, and omnichannel capabilities. The system is suitable for businesses aiming to streamline costs and merge communications with...Read more about Callbox
Cloud Speech-to-Text is a service that provides access to automatic speech recognition (ASR) capabilities for transcribing audio recordings, which can be useful for improving productivity and collaboration. It leverages Google’s infrastructure to provide h...Read more about Google Cloud Speech-to-Text
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 ensures that businesses h...Read more about MaxContact
Samu is a call center workforce management software that helps businesses capture, transcribe and analyze video calls to gain insights into sales calls. Administrators can identify main conversation topics using AI-enabled tools. Additionally, the platform...Read more about Samu
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Buyers Guide
This detailed guide will help you find and buy the right speech analytics software for you and your business.
Last Updated on January 27, 2025Introduction
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. |
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. |
Clustering | 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.