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SubscribeFor meeting the goal of quality control, speech analytics software examines live or recorded calls and decodes emotional signs. Similar to voice recognition software, speech analytics software analyzes spoken language through artificial intelligence. Voice recognition, on the other hand, just focuses on speech transcription, whereas speech analytics systems also offer additional emotional analysis and performance insights.
Voice analytics tools can assist call center agents in recognizing when clients are angry or stressed so they can respond in the moment or better after knowing the fact. Such software for contact centers sometimes comes with a preloaded function for speech analytics, or it can be integrated with it.
For a product to be eligible for inclusion in the Speech Analytics category, it must enable:
- Calls to be recorded and/or monitored in real-time.
- Real-time or post-event information about clients’ emotional states also should be provided.
- Give call center agents instructions using call center voice analytics software.
- Keep a call recording archive.
Top 10 Software for Speech Analytics
The top 10 trusted voice analytics software of 2023 are shown below.
- Justcall
- Talkdesk
- NICE CXone
- Salesken
- CallMiner Eureka
- Genesys Cloud CX
- Avaya OneCloud CCaaS
- Observe.AI
- CloudTalk
- Five9
JustCall
A contemporary cloud phone solution for sales and support teams is called JustCall. It seamlessly incorporates all widely used business tools (Slack, Zapier, Helpdesk, CRM, Intercom & more).
A conversation intelligence technology called JustCall IQ records each call, analyses it, and produces a call transcript that can be downloaded at any time to listen in on the conversation happening in real-time.
The manager can add notes and recommendations at any specific time throughout the call. The agent can use this to analyze and implement changes.
Your sales employees can make more calls and close more deals using JustCall. And your customer service representatives won’t ever miss a call. You could use JustCall on the web, on a desktop computer, and a mobile device running iOS or Android.
Improve Customer Communications With Powerful AI Insights
Talkdesk
Talkdesk® is the global cloud contact center market leader for customer-focused businesses. Better consumer experiences, they think, begin with AI. Their customer experience solutions that prioritize automation optimize the customers’ most crucial customer service processes.
Their rapid innovation, deep vertical expertise, and worldwide footprint reflect their dedication to ensuring that organizations around the world can deliver better customer experiences across any industry and through every channel, resulting in higher customer satisfaction and faster business outcomes. Acxiom, Fujitsu, Hunter Douglas, IBM, Trivago, Tuft & Needle, YMCA, and 2U are among the 1,800 innovative firms that collaborate with Talkdesk to give a better path to exceptional customer experience.
Talkdesk provides Talkdesk CX Cloud, Talkdesk Industry Experience Clouds, and Talkdesk Phone all on one platform for a uniform and seamless integrated holistic customer experience journey.
Talkdesk CX CloudTM combines commercial scale with consumer ease, giving previously unrivaled benefits in terms of speed, agility, dependability, and security. In addition to their flagship CX Cloud, they offer Talkdesk industry Experience CloudsTM, which is designed to match the needs of vertical industries in order to improve CX and generate industry-specific business outcomes. They provide the first and only business phone system that is natively built on a major cloud contact center platform, which cuts expenses and allows hybrid workforces to give better customer experiences.
Users: Supervisor; Customer Service Representative
Industries: Computer Software; Internet
Market Segment: 62% Mid-Market; 20% Small-Business
NICE CXone
The leading provider of cloud contact center software and the top cloud platform for the customer experience is NICE (previously NICE inContact). On an Open Cloud Foundation, NICE CXoneTM integrates industry-leading omnichannel routing, analytics, workforce optimization, automation, and artificial Intelligence. By acting more intelligently and swiftly in response to customer demands, NICE’s technology equips businesses to deliver excellent customer experiences.
The vast partner ecosystem of NICE’s DEVone developer program offers CXexchange applications from partners that are created to interface with NICE CXone. The most reputable industry analyst companies acknowledge NICE as a market leader.
Website: NICE CXone
Discussions: NICE CXone Community
Company Website: www.niceincontact.com
Users: Customer Service Representative;
Industries: Consumer Services; Information Technology and Services;
Market Segment : 51% Mid-Market ; 35% Enterprise.
Salesken
A conversational intelligence technology called Salesken.ai aids sales teams in enhancing performance and lowering acquisition expenses. The application provides sales representatives with in-conversation indications in real time to aid in improving customer engagement. Through thorough conversation analytics that include emotions, objections, intent, and more, the platform enables managers and sales representatives presence in every call.
Users: Sales; Sales Executive
Industries: E-Learning; Education Management
Market Segment : 59% Mid-Market ; 38% Enterprise
CallMiner
CallMiner is a SaaS-based platform for voice analytics and customer engagement that uses artificial intelligence and machine learning to record, transcribe, and extract insights from 100% of your customer interactions. The CallMiner Eureka platform converts the voice of your customers and voice of your employees into operational intelligence at scale.
Customer Conversation Analytics offers agent performance management, dialogue and sentiment visibility, and PCI-supported sensitive data redaction for secure sharing across the enterprise. Sensitive data is redacted and automated scoring combined with sentiment analysis generates vast knowledge and proof to improve performance in risk mitigation, contact center optimization, sales effectiveness, and customer experience.
The Eureka speech-to-text engine combines deep neural networks and machine learning to reach exceptional levels of sentiment analysis and transcription accuracy. Using a combination of word tempo, silence, agitation, topic mapping, and keyword and phrase identification, an automatic classification engine creates insight with predictive value for a specifically informed insight-to-action.
Your contact center’s qualitative data is a valuable source for learning about the problems that have the biggest effects on your bottom line. The difficulty is turning massive amounts of audio and text-based data into knowledge that can be put to use. The approach conversation analytics uses to do this is:
Generating categorized results for focus from audio with linguistic patterns, acoustics, and timing. Delivering customized audio and transcriptions to inspire action with data-driven certainty. Identifying customer and agent dialogue with sentiment to find optimization opportunities.
Users: Business Analyst; Industries
Financial Services: Telecommunications
Market Segment : 49% Mid-Market ; 35% Enterprise
Genesys Cloud CX
Customer relationships can be complex, but that doesn’t mean they have to be difficult. Genesys Cloud CX™ makes customer relationships simple. Built to handle any channel, the Genesys Cloud CX™ solution follows the conversation everywhere—turning calls, email, chats, and social comments into a seamless conversation.
Connect with Customers
Genesys Cloud CX™ simplifies the way you connect with customers across channels, providing all the context you need to deliver more personalized experiences and build stronger relationships.
Empower Your Teams
Give your employees the information they need in a tool they’ll love using. Get an all-in-one application built to engage your employees and boost your team’s performance.
Understand Your Business
With real-time dashboards and up-to-the-second analytics, Genesys Cloud CX™ provides the insights you need to run your business—no matter where your agents are located or which channels they handle.
Our award-winning software deploys in days, is intuitive to use, and continually innovates with upgrades each week. Use it as an all-in-one application, easily add hundreds of packaged integrations, or customize the platform and make it your own. Genesys Cloud CX™ is built for people and built for change.
Avaya OneCloud
Avaya OneCloud CCaaS is a cloud contact center solution created for businesses of any size who want to improve the experiences of their employees and clients.
In order to create a true cloud customer care call center, Avaya OneCloud CCaaS offers voice and digital channel customer involvement in addition to sophisticated self-service automation and workforce productivity capabilities. Avaya OneCloud staff will assist you and provide advice as part of your subscription.
Users: Customer Service Representative; Telecom engineer
Industries: Telecommunications; Information Technology and Services
Market Segment: 55% Enterprise; 34% Mid-Market
Observe.AI
An Intelligent Workforce Platform called Observe.AI improves contact centers by integrating AI into customer conversations, enhancing agent effectiveness, and automating recurring tasks that increase revenue and customer retention. Contact centers may enhance important business metrics across all client touchpoints by utilizing Observe.AI to expose intelligence across every interaction, give staff highly accurate, actionable feedback using built-in coaching and evaluation workflows, and more.
Numerous clients and partners, including Resmed, Pearson, 23andMe, Accolade, and Group 1 Automotive, have confidence in Observe.AI. Observe is supported by Zoom, Menlo Ventures, Scale Ventures, Nexus Ventures, and Softbank Vision Fund 2. With a location in Bangalore, India, Observe AI has its main office in San Francisco.
Users: Assistant Quality Assurance; Quality Analyst
Industries: Consumer Services; Outsourcing/Offshoring
Market Segment: 70% Mid-Market; 17% Small-Business
CloudTalk
For sales and support teams, CloudTalk is a simple cloud-based phone system. It is utilized by SMEs, startups, scale-ups, and eCommerce businesses to enhance teamwork and consumer experiences. CloudTalk offers more than 50 cutting-edge calling capabilities to help with this. As a result of CloudTalk’s easy integration with popular technologies (such as CRM, Helpdesk, e-commerce platforms, etc.), businesses are better able to provide first-rate client experiences, which increases their profitability. 1000+ satisfied users from companies like DHL, Electronic Star, and Kärcher use Cloudtalk.
Users: CEO; Account Executive
Industries: Information Technology and Services; Marketing and Advertising
Market Segment: 75% Small-Business; 22% Mid-Market
Five9
Five9 is a top supplier of cloud contact center software, enabling more than five billion call minutes yearly and giving the power of the cloud to more than 2,000 customers globally.
In order to create a more conversational service experience while lowering service costs, their best-in-class AI automates interactions and supports your live agents.
It’s like having a completely new, multilingual crew that streamlines your most important business processes and speaks hundreds of different languages.
Users: Customer Service Representative
Industries: Consumer Services; Information Technology and Services
Market Segment: 57% Mid-Market; 25% Small-Business
Conclusion
In the future years, voice analytics will be the norm for organizations involved in sales, customer engagement, and the call center industry. Companies will create other predictive analytics stacks based on existing data, providing companies with insight and predictability. As technology advances, we will see more of voice transcription, its spread to other languages, and insights into call quality, such as the tone of the customer’s mood, style, and so on.
