--- title: "Best Speech Analytics Software - 2026 Reviews & Pricing" description: "Find the best Speech Analytics Software for your organization. Compare top Speech Analytics Software systems with customer reviews, pricing, and free demos." source_url: "https://www.softwareadvice.com/speech-analytics/" page_type: "category" language: "en" --- [Home](https://www.softwareadvice.com/) / Speech Analytics Software Software Advice offers objective insights based on verified user reviews and independent product and market research. When our advisors match you to a software provider, we may earn a referral fee. # Best Speech Analytics Software of 2026 Updated October 21, 2026 On this page 1. Popular Comparisons 2. Buyers Guide 3. Related Software Filter products 136 results ### Compare Products Showing 1 - 25 of 136 products #### Company Size - Self-Employed - 2-10 - 11-50 - 51-200 - 201-500 - 501-1000 - 1000+ #### Pricing Options - $$$$$ - $$$$$ - $$$$$ - $$$$$ - $$$$$ ### Compare Products Sort by **Sponsored**: Sorts listings by software vendors running active bidding campaigns, from the highest to lowest bid. Vendors who have paid for placement have a ‘Visit Website’ button, whereas unpaid vendors have a ‘Learn More’ button. **Reviews**: Sorts listings by the number of user reviews we have published, greatest to least. **Average Rating**: Sorts listings by overall star rating based on user reviews, highest to lowest. **Alphabetically (A-Z)**: Sorts listings by product name from A to Z. ### [3CX](/voip/3cx-phone-system-profile/) - Overall rating: 4.4/5 - Reviews: 468 - Starting price: $350.00/year - Best for: Small businesses - Free trial: Available - Free demo: Available #### Overview 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 [Read more](/voip/3cx-phone-system-profile/) ##### What users love - Cost-effective communication solution - Flexible call handling features - User-friendly and intuitive interface ##### To take in mind - Limited and inconsistent support experience - Connection reliability and call quality #### Features ##### Best rated features - Task Management: 5/5 - SMS Messaging: 5/5 - Multi-User Collaboration: 5/5 - Real-Time Monitoring: 5/5 ##### Worst rated features - Callback Scheduling: 1/5 [See all features](/voip/3cx-phone-system-profile/#key-features) #### Pricing ##### 3CX SMB - Price: Custom - Pricing available upon request - Up to 10 Users. ##### 3CX PRO - Price: $350.00/year - For 11-25 Users. ##### 3CX ENT - Price: $425.00/year - For 11-25 Users. [See full pricing details](/voip/3cx-phone-system-profile/#pricing-and-plans) --- ### [Convin](/speech-analytics/convin-profile/) - Overall rating: 4.9/5 - Reviews: 232 - Starting price: ₹80.00/month - Best for: Performance Management - Free trial: Available - Free demo: Not available #### Overview Convin is a cutting-edge platform designed to tackle the challenges faced by contact centers in today’s dynamic environments. With AI-powered real-time agent assistance, automated [Read more](/speech-analytics/convin-profile/) #### Features ##### Best rated features - Performance Management: 4.8/5 - Training Management: 4.8/5 [See all features](/speech-analytics/convin-profile/#key-features) #### Pricing ##### Basic - Price: ₹80.00/month [See full pricing details](/speech-analytics/convin-profile/#pricing-and-plans) --- ### [Gong](/call-center/gong-profile/) - Overall rating: 4.8/5 - Reviews: 561 - Best for: Mid-size businesses - Free trial: Not available - Free demo: Not available #### Overview Gong is a cloud-based revenue intelligence platform built for B2B go-to-market teams across technology, media, telecommunications, professional services, financial services, [Read more](/call-center/gong-profile/) ##### What users love - Collaborative call review tools - Driving sales team improvement - In-depth conversation breakdowns ##### To take in mind - Transcription accuracy limitations - Recording reliability and privacy issues #### Features ##### Best rated features - Data Visualization: 5/5 - Trend Analysis: 5/5 - Sales Automation: 5/5 - Sales Trend Analysis: 5/5 ##### Worst rated features - Sales Onboarding & Training: 1/5 - Call Scripting: 3/5 - Sales Pipeline Management: 3/5 [See all features](/call-center/gong-profile/#key-features) --- ### [Transkriptor](/speech-recognition/transkriptor-profile/) - Overall rating: 4.7/5 - Reviews: 551 - Starting price: $8.33/month - Best for: File Sharing - Free trial: Available - Free demo: Not available #### Overview Transkriptor is an artificial intelligence (AI)-enabled online transcription solution that converts audio and video content within meetings, interviews, lectures, podcasts, and [Read more](/speech-recognition/transkriptor-profile/) ##### What users love - Fast and accurate transcription results - Intuitive and beginner-friendly interface - Boosts workflow and efficiency ##### To take in mind - Expensive and inflexible pricing plans - Editing and formatting limitations #### Features ##### Best rated features - Sentiment Analysis: 5/5 - Meeting Notes: 5/5 - File Sharing: 4.7/5 - Audio/video file upload: 4.7/5 ##### Worst rated features - Third-Party Integrations: 3/5 - Multiple File Format Support: 3.5/5 - Automatic Transcription Services: 3.7/5 [See all features](/speech-recognition/transkriptor-profile/#key-features) #### Pricing ##### Pro - Price: $8.33/month - For Individuals just getting started with Transkriptor: 2400 minutes per month 100+ language [See full pricing details](/speech-recognition/transkriptor-profile/#pricing-and-plans) --- ### [Talkatoo](/speech-recognition/talkatoo-profile/) - Overall rating: 4.7/5 - Reviews: 221 - Starting price: $40.00/month - Best for: Small businesses - Free trial: Not available - Free demo: Not available #### Overview 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 [Read more](/speech-recognition/talkatoo-profile/) #### Features ##### Best rated features - Call Recording: 4.8/5 - Audio Capture: 4.6/5 - Notes Management: 4.6/5 - Activity Dashboard: 4.5/5 ##### Worst rated features - Third-Party Integrations: 4/5 [See all features](/speech-recognition/talkatoo-profile/#key-features) --- ### [WhatConverts](/marketing/whatconverts-profile/) - Overall rating: 4.9/5 - Reviews: 50 - Starting price: $30.00/month - Free trial: Available - Free demo: Not available #### Overview WhatConverts is a cloud-based lead tracking and reporting platform built for marketing agencies, franchise businesses, and small to midsize companies across a range of industries. [Read more](/marketing/whatconverts-profile/) #### Features ##### Best rated features - ROI Tracking: 5/5 - Performance Metrics: 5/5 - Lead Management: 5/5 - Call Recording: 4.8/5 ##### Worst rated features - Call Transcription: 1/5 - Keyword Tracking: 4/5 - Real-Time Reporting: 4/5 - CRM: 4/5 [See all features](/marketing/whatconverts-profile/#key-features) #### Pricing ##### Call Tracking - Price: $30.00/month - Includes $30 free usage credit. ##### Plus - Price: $60.00/month - Includes $30 free usage credit. ##### Pro - Price: $100.00/month - Includes $30 free usage credit. [See full pricing details](/marketing/whatconverts-profile/#pricing-and-plans) --- ### [CTM](/voip/calltrackingmetrics-profile/) - Overall rating: 4.7/5 - Reviews: 159 - Starting price: $79.00/month - Best for: Features - Free trial: Not available - Free demo: Not available #### Overview CTM is a conversation analytics software designed to provide tracking and insights for sales and marketing teams. It helps organizations analyze campaign performance and customer [Read more](/voip/calltrackingmetrics-profile/) #### Features ##### Best rated features - Call Tagging: 5/5 - Campaign Scheduling: 5/5 - Performance Management: 5/5 - Data Security: 5/5 ##### Worst rated features - Multi-Touch Attribution: 2.8/5 - Call Scripting: 3/5 - File Transfer: 3/5 [See all features](/voip/calltrackingmetrics-profile/#key-features) --- ### [Leexi](/note-taking/leexi-profile/) - Overall rating: 4.9/5 - Reviews: 35 - Starting price: €23.00/month - Free trial: Available - Free demo: Not available #### Overview 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 [Read more](/note-taking/leexi-profile/) #### Features ##### Best rated features - Audio Capture: 5/5 - Onboarding: 5/5 - Calendar Sync: 5/5 - Content Management: 5/5 ##### Worst rated features - Real-Time Analytics: 3.5/5 [See all features](/note-taking/leexi-profile/#key-features) #### Pricing ##### AI-Meeting / AI-Notetaker - Price: €23.00/month ##### AI-Business - Price: €39.00 ##### Sales module - Price: €55.00/month [See full pricing details](/note-taking/leexi-profile/#pricing-and-plans) --- ### [Dialshree](/call-center/dialshree-profile/) - Overall rating: 4.7/5 - Reviews: 74 - Starting price: $15.00/month - Free trial: Available - Free demo: Not available #### Overview Dialshree offers a single point of access to all the information they need regarding leads, opportunities, accounts, contacts, and more. It offers a wide range of features which [Read more](/call-center/dialshree-profile/) #### Features ##### Best rated features - Campaign Specific Caller ID: 5/5 - Knowledge Base Management: 5/5 - List Management: 5/5 - Call Transfer: 5/5 ##### Worst rated features - Live Chat: 3/5 - Email Management: 4/5 - Progressive Dialer: 4/5 [See all features](/call-center/dialshree-profile/#key-features) #### Pricing ##### Basic - Price: $15.00/month [See full pricing details](/call-center/dialshree-profile/#pricing-and-plans) --- ### [XM for Customer Experience](/customer-experience/customer-frontlines-profile/) - Overall rating: 4.6/5 - Reviews: 255 - Starting price: $1,500.00/year - Best for: Customer support - Free trial: Available - Free demo: Not available #### Overview Qualtrics CustomerXM is a cloud-based customer experience management system that helps small to large sized businesses monitor customer interactions and forecast purchase behavior. [Read more](/customer-experience/customer-frontlines-profile/) #### Features ##### Best rated features - Support Ticket Tracking: 5/5 - Behavioral Analytics: 5/5 - Customizable Fields: 5/5 - Multi-Channel Data Collection: 5/5 ##### Worst rated features - Segmentation: 2/5 [See all features](/customer-experience/customer-frontlines-profile/#key-features) #### Pricing ##### Basic - Price: $1,500.00/year [See full pricing details](/customer-experience/customer-frontlines-profile/#pricing-and-plans) --- ### [Replicant](/crm/replicant-profile/) - Overall rating: 4.9/5 - Reviews: 21 - Starting price: $0.30/month - Free trial: Not available - Free demo: Not available #### Overview Replicant allows businesses to establish and manage an autonomous contact center powered by the Thinking Machine to streamline customer service operations using voice AI. Voice is [Read more](/crm/replicant-profile/) #### Features ##### Best rated features - Code-free Development: 5/5 - Call Monitoring: 5/5 - Chatbot: 5/5 - Computer Telephony Integration: 5/5 [See all features](/crm/replicant-profile/#key-features) --- ### [Clootrack](/customer-satisfaction/clootrack-profile/) - Overall rating: 5/5 - Reviews: 16 - Starting price: $25,000.00/year - Free trial: Available - Free demo: Not available #### Overview Clootrack is an intelligent customer experience analytics platform that helps D2C brands understand the reasons why CX scores like NPS, CSAT, Star ratings drop. Our powerful [Read more](/customer-satisfaction/clootrack-profile/) #### Features ##### Best rated features - Sentiment Analysis: 5/5 - Negative Feedback Management: 5/5 - Multi-Channel Communication: 5/5 - Communication Management: 5/5 ##### Worst rated features - Natural Language Processing: 3/5 - Customizable Reports: 4/5 - Real-Time Analytics: 4/5 [See all features](/customer-satisfaction/clootrack-profile/#key-features) #### Pricing ##### Basic - Price: $25,000.00/year [See full pricing details](/customer-satisfaction/clootrack-profile/#pricing-and-plans) --- ### [Modjo](/live-chat/modjo-profile/) - Overall rating: 4.7/5 - Reviews: 60 - Free trial: Not available - Free demo: Not available #### Overview 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 [Read more](/live-chat/modjo-profile/) #### Features ##### Best rated features - For Sales Teams/Organizations: 5/5 - Call Recording: 5/5 - On-Demand Recording: 5/5 - Collaboration Tools: 5/5 [See all features](/live-chat/modjo-profile/#key-features) --- ### [Crisp](/help-desk/crisp-profile/) - Overall rating: 4.6/5 - Reviews: 148 - Starting price: $0.00/month - Best for: Value for money - Free trial: Available - Free demo: Not available #### Overview Crisp is a cloud-based helpdesk platform designed to help small to midsize enterprises improve communications with website visitors using personalized campaigns, live chat, and [Read more](/help-desk/crisp-profile/) #### Features ##### Best rated features - Lead Distribution: 5/5 - Interaction Tracking: 5/5 - CRM: 5/5 - Automated Routing: 5/5 [See all features](/help-desk/crisp-profile/#key-features) #### Pricing ##### Free - Price: $0.00/month - This is a free plan. ##### Mini - Price: $45.00/month - The plan includes 4 seats, 5000 user profiles and offers a 14-day free trial. ##### Essentials - Price: $95.00/month - The plan includes 10 seats, 50 000 user profiles and offers a 14-day free trial. [See full pricing details](/help-desk/crisp-profile/#pricing-and-plans) --- ### [NUACOM](/call-center/nuacom-profile/) - Overall rating: 4.8/5 - Reviews: 30 - Starting price: €9.99/month - Free trial: Not available - Free demo: Not available #### Overview NUACOM is a call center and business VoIP solution that helps manage business operations using softphones, IVR, auto-attendant, conferencing room, number porting and more. The [Read more](/call-center/nuacom-profile/) --- ### [MaxContact](/call-center/maxcontact-profile/) - Overall rating: 4.7/5 - Reviews: 33 - Starting price: £80.00/month - Free trial: Available - Free demo: Not available #### Overview MaxContact is the AI-powered customer engagement platform that transforms customer conversations into measurable business outcomes. Built around industry-leading intelligent [Read more](/call-center/maxcontact-profile/) #### Features ##### Best rated features - Email Management: 5/5 - Auto-Dialer: 5/5 - Data Security: 5/5 - Customer Database: 5/5 ##### Worst rated features - Automated Routing: 3.8/5 - Queue Management: 4/5 [See all features](/call-center/maxcontact-profile/#key-features) #### Pricing ##### Generic - Price: £80.00/month [See full pricing details](/call-center/maxcontact-profile/#pricing-and-plans) --- ### [Outdoo AI](/product/265316-Outdoo/) - Overall rating: 4.9/5 - Reviews: 16 - Free trial: Available - Free demo: Not available #### Overview Outdoo AI is a cloud-based sales coaching and enablement platform serving SMB, mid-market, and enterprise teams across industries. The software helps sales managers identify skill [Read more](/product/265316-Outdoo/) #### Features ##### Best rated features - Reporting/Analytics: 5/5 - Recording: 5/5 - Call Reporting: 5/5 - Data Import/Export: 5/5 [See all features](/product/265316-Outdoo/#key-features) #### Pricing ##### Enterprise (Custom Plan) - Price: Custom - Pricing available upon request [See full pricing details](/product/265316-Outdoo/#pricing-and-plans) --- ### [Voiso](/call-center/voiso-profile/) - Overall rating: 4.7/5 - Reviews: 30 - Starting price: $1.00 - Free trial: Available - Free demo: Not available #### Overview Voiso is a cloud-based contact center software for sales and support teams that use phone calls, SMS, messengers, and social media to engage customers. Voiso's dialers and [Read more](/call-center/voiso-profile/) #### Features ##### Best rated features - Manual Dialer: 5/5 - Call Scripting: 5/5 - Alerts/Escalation: 5/5 - Campaign Management: 5/5 ##### Worst rated features - Alerts/Notifications: 4/5 - Multi-Channel Communication: 4/5 [See all features](/call-center/voiso-profile/#key-features) #### Pricing ##### Core - Price: $24.00/month - For teams that need essential voice, SMS, routing, and admin tools, with CRM integration and mobile ##### PRO - Price: $52.00/month - For teams that need advanced dialers, omnichannel, automations, AI speech analytics, and API access. ##### Customer - Price: $1.00 - For complex requirements, including custom integrations, compliance needs, and tailored onboarding. [See full pricing details](/call-center/voiso-profile/#pricing-and-plans) --- ### [MeetRox](/product/449689-MeetRox/) - Overall rating: 5/5 - Reviews: 9 - Free trial: Not available - Free demo: Not available #### Overview 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, [Read more](/product/449689-MeetRox/) #### Features ##### Best rated features - Call Recording: 5/5 - Automatic Transcription: 5/5 - Conversation Intelligence: 4.8/5 - Document Management: 4.5/5 ##### Worst rated features - Search/Filter: 3.7/5 - Training Management: 4/5 - Content Library: 4/5 - Commenting/Notes: 4/5 [See all features](/product/449689-MeetRox/#key-features) --- ### [Deepcura](/speech-analytics/deepcura-profile/) - Overall rating: 4.8/5 - Reviews: 15 - Starting price: $49.00/month - Free trial: Available - Free demo: Not available #### Overview Experience the future of medical transcription with this Advanced AI solution. Tailored specifically for healthcare specialists,this platform offers a seamless integration of [Read more](/speech-analytics/deepcura-profile/) #### Features ##### Best rated features - Audio Capture: 5/5 - Multiple Format Support: 5/5 - Secure Data Storage: 5/5 - Automatic Formatting: 5/5 ##### Worst rated features - API: 4/5 [See all features](/speech-analytics/deepcura-profile/#key-features) #### Pricing ##### Basic - Price: $49.00/month [See full pricing details](/speech-analytics/deepcura-profile/#pricing-and-plans) --- ### [Klearcom](/product/520443-Klearcom/) - Overall rating: 4.8/5 - Reviews: 11 - Starting price: $0.01/year - Free trial: Available - Free demo: Not available #### Overview Domestic IVR Testing In Over 100+ Countries. Experience real-time toll and toll-free number testing with Klearcom’s single-test SaaS platform, featuring fixed line/GSM, no [Read more](/product/520443-Klearcom/) #### Features ##### Best rated features - Predictive Dialer: 5/5 - Real-Time Reporting: 5/5 - Employee Coaching Tools: 5/5 - Real-Time Notifications: 5/5 ##### Worst rated features - Activity Dashboard: 3/5 [See all features](/product/520443-Klearcom/#key-features) #### Pricing ##### Klearcom Pricing - Price: $0.01/year - Discover Why Top Companies Have Made the Move. From better performance to unmatched support, see [See full pricing details](/product/520443-Klearcom/#pricing-and-plans) --- ### [OnPage Incident Management System](/itsm/onpage-incident-management-system-profile/) - Overall rating: 4.6/5 - Reviews: 40 - Starting price: $13.99/month - Free trial: Available - Free demo: Not available #### Overview OnPage Incident Management System is an incident management and emergency notification management solution that helps businesses streamline processes related to alert management, [Read more](/itsm/onpage-incident-management-system-profile/) #### Features ##### Best rated features - Communication Management: 5/5 - Service Level Agreement (SLA) Management: 5/5 - Availability Management: 5/5 - Mobile Access: 5/5 ##### Worst rated features - Two-Way Communication: 4/5 [See all features](/itsm/onpage-incident-management-system-profile/#key-features) #### Pricing ##### Basic - Price: $13.99/month [See full pricing details](/itsm/onpage-incident-management-system-profile/#pricing-and-plans) --- ### [Diabolocom](/auto-dealer/diabolocom-profile/) - Overall rating: 4.9/5 - Reviews: 9 - Starting price: €30.00/month - Free trial: Not available - Free demo: Not available #### Overview Diabolocom is a cloud-based contact center platform that helps businesses across banking, insurance, healthcare, and retail manage customer interactions at scale. It suits small to [Read more](/auto-dealer/diabolocom-profile/) #### Features ##### Best rated features - Automatic Call Distribution: 5/5 - Queue Management: 5/5 - Call Scripting: 5/5 - Caller ID: 5/5 ##### Worst rated features - Voice Mail: 3/5 - Alerts/Notifications: 4/5 [See all features](/auto-dealer/diabolocom-profile/#key-features) --- ### [Samu](/sales-coaching/samu-profile/) - Overall rating: 4.7/5 - Reviews: 15 - Starting price: $40.00/month - Free trial: Available - Free demo: Not available #### Overview 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 [Read more](/sales-coaching/samu-profile/) #### Features ##### Best rated features - Performance Management: 5/5 - Call Monitoring: 5/5 - Scheduled Recording: 5/5 - Call Transcription: 5/5 [See all features](/sales-coaching/samu-profile/#key-features) #### Pricing ##### Basic - Price: $40.00/month - - Usuarios gratis ilimitados (solo pagan los quqe graban llamadas) - Grabaciones ilimitadas - Hasta [See full pricing details](/sales-coaching/samu-profile/#pricing-and-plans) --- ### [Infinity Call Tracking](/product/470524-Call-Tracking/) - Overall rating: 4.7/5 - Reviews: 17 - Starting price: $65.00/month - Free trial: Available - Free demo: Not available #### Overview Infinity offers a cloud-based call tracking solution that helps small to large businesses manage customer engagement, marketing communication and call recording with sentiment [Read more](/product/470524-Call-Tracking/) #### Pricing ##### Basic - Price: $65.00/month [See full pricing details](/product/470524-Call-Tracking/#pricing-and-plans) --- 1 [2](https://www.softwareadvice.com/speech-analytics/?__ai_markdown=true&page=2)[3](https://www.softwareadvice.com/speech-analytics/?__ai_markdown=true&page=3)[4](https://www.softwareadvice.com/speech-analytics/?__ai_markdown=true&page=4)[5](https://www.softwareadvice.com/speech-analytics/?__ai_markdown=true&page=5)[6](https://www.softwareadvice.com/speech-analytics/?__ai_markdown=true&page=6) ## Popular Comparisons [ 3CX vs RingEX ](https://www.softwareadvice.com/voip/3cx-phone-system-profile/vs/office/)[ Amazon Connect vs Talkdesk ](https://www.softwareadvice.com/call-center/amazon-connect-profile/vs/talkdesk/)[ Genesys Cloud CX vs NiCE CXone ](https://www.softwareadvice.com/call-center/genesys-contact-centre-profile/vs/incontact-hosted-call-center-software/)[ Talkatoo vs Transkriptor ](https://www.softwareadvice.com/speech-recognition/talkatoo-profile/vs/transkriptor/)[ JustCall vs CTM ](https://www.softwareadvice.com/voip/calltrackingmetrics-profile/vs/justcall/) ## Introduction 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?](#Whatisspeechanalyticssoftware) - [Common features of speech analytics software](#Commonfeaturesofspeechanalyticssoftware) - [What type of buyer are you?](#Whattypeofbuyerareyou) - [Benefits of speech analytics software](#Benefitsofspeechanalyticssoftware) - [Key considerations](#Keyconsiderations) ## 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](https://www.softwareadvice.com/speech-analytics/callfinder-profile/) _(_[Source](https://www.softwareadvice.com/speech-analytics/callfinder-profile/)_)_ ## 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. | Feature | Description | | --- | --- | | 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. | | 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._ ### Related Speech Analytics Software - [Call Center Software](https://www.softwareadvice.com/call-center/) - [Customer Experience Software](https://www.softwareadvice.com/customer-experience/) - [Speech Recognition Software](https://www.softwareadvice.com/speech-recognition/)