According to many researchers: Speech Analytics Software is becoming a fast boom for many companies. One of the main reasons companies are keen to invest in speech analytics is risk-free analytics. The options are more significant for speech analytics than just simple analytics.
Because of advances in natural language processing (NLP) and natural language understanding (NLU), which have enhanced the accuracy of transcription from speech to text technology, modern solutions go beyond ensuring contact centers’ compliance and ensuring that they are in line with. Businesses can now leverage speech analytics to analyze customer feedback better, enhance customer communications, and obtain valuable insights that will help improve results for the company.
However, with advances in machine learning, dedicated and autonomous speech analytics tools have gained popularity over the last few years.
Speech analytics legacy will be mainly focused on transcription-oriented solutions, as it will provide the industry with the experience for optimizing conversation guidance and emotion detection.
That’s why we’ve made the top 5 speech analytics software tools on the market in 2022
Let’s get started.
Table of Contents
What is Speech Analytics Software Tool?
Speech analytics identifies and analyzes live calls from customers or recordings of voice with software that recognizes addresses to uncover valuable and vital data and provide high-quality assurance.
It examines recorded or ongoing phone calls and interprets the emotional signals to ensure quality. It is similar to voice recognition software in which it analyzes spoken words analyzed by using artificial intelligence (AI). These tools assist call center employees in determining the signs that customers are angry or stressed, which allows them to adjust in real-time or change following the fact.
Speech analytics is many applications, including identifying the cost drivers, trends in customers, the strengths and weaknesses of processes and products, monitoring of employees, fraud detection, and the compliance of regulatory agencies.
To be eligible to be included in the Speech Analytics category, a product must;
- Record and analyze the calls live.
- Offer insight into customers’ state of mind in real-time or after the fact.
- Provide training to call center reps.
- Create an archive of calls that were recorded.
That’s why we’ve made the top 5 speech analytics software tools on the market in 2022.
Let’s have a look.
Top 5 Speech Analytics Software tools in 2022.
Here’s a list of the top 5 speech analytics software tools on the market in 2022. We’ll also list their top features, the most utilized features, and the full description of each one below.
Talkdesk
Our list starts with Talkdesk. Talkdesk is the world’s most popular web-based contact center that assists businesses across the globe in building stronger relationships with their customers.
It’s the next generation cloud-based call center software that lets to connect with your clients. The simple-to-use interface has extensive capabilities with advanced features, comprehensive reporting, and seamless integrations with the 25+ tools for business to enable sales and service teams to engage in personal, productive dialogues with customers.
Box and Shopify trust the platform and thousands of other customer-focused top companies. With hundreds of custom-built features such as automated workflows, live reports, and skill-based route routing, Talkdesk can be the perfect business contact center solution.
Talkdesk provides agents with an all-round view of a client as it offers a seamless service that allows businesses to:
- Create more personal conversations with prospects and customers.
- Enhance the productivity of teams and increase efficiency.
- Take data-driven actions to enhance business KPIs.
- Deployment – Cloud, SaaS, Web-Based.
- Platform – Windows, Mac, Linux, Android, iPhone, iPad.
- Top Features – Activity Dashboard, Agent Interface, Alerts/Escalation, Automatic Call Distribution, Call Center Management, Call Monitoring, Call Recording, Call Routing, Call Scripting, Call Transfer, Customer Experience Management, Customer Surveys, Unified Communications, Video Conferencing, Virtual Assistant, VoIP, VoIP Connection, Voice Customization, Voice Mail, Voicemail Transcription, Workflow Management, Workforce Management.
- Free Trial Available
- Prize – $75/Per Month- Per user.
- Best for – Auto Dialer Software, Contact Center Quality Assurance Software, Customer Service Software, Predictive Dialer Software, Contact Management, Customer Database, Customer History, Customer Service Analytics.
- Support – Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support, 24/7 (Live Rep), Chat.
- Overall Rating – 5/5 Stars
CallMiner Eureka
The second that comes on the list is CallMiner Eureka. CallMiner offers a cloud-based customer engagement platform and speech analytics that uses AI and machine learning to collect the conversation, translate it, and provide insight from your interactions with your customers.
Based on artificial machine learning and artificial intelligence, CallMiner Eureka delivers the industry’s most complete platform for analyzing the omnichannel interactions of customers at a large scale. It allows organizations to understand the mood of their customers and find patterns to gain a deeper understanding of each conversation.
The Eureka speech-to-text engine blends advanced neural networks with machine learning to reach remarkable quality in transcription with the capability to analyze sentiment.
An automatic categorization engine combines the identification of keywords and phrases with words tempo or silence, agitation, and topic mapping, to give information with a predictive value that provides well-informed insights to action.
- Deployment – Cloud, SaaS, Web-Based.
- Top Features – Activity Dashboard, Alerts/Escalation, Automatic Transcription, Blended Call Center, Call Logging, Call Recording, Call Scripting, Campaign Management, Computer Telephony Integration, Customer Experience Management, Customer Segmentation, Dashboard, Data Security, Employee Coaching.
- Free Trial Available
- Prize – Price not provided by the vendor.
- Best for – Call Center Software, Contact Center Software, Contact Center Quality Assurance Software, Customer Experience Software, Speech Analytics Software.
- Support – Email/Help Desk, Knowledge Base, Phone Support, 24/7 (Live Rep).
- Overall Rating – 4.8/5 Stars
Observe.AI
Observe.AI is third on the list. Observe.AI can be described as an intelligent workforce platform that transforms contact centers by integrating AI into customer interactions, optimizing agent performance, and automating repeatable procedures that increase revenue and retain customers.
The application of AI powers allows managers to search and review conversations and gain insight into different aspects of interactions, such as holding time violations and negative feelings, and supervisory escalation. Observe.AI helps teams improve the quality of calls, track compliance, and guide agents to be the top performers. Managers can provide coaching tips to agents within the timestamped transcript, report compliance violations, and discuss evaluations with team members.
It also allows supervisors to design custom-made call times like call openers or closings using specific keywords or phrases. It will automatically remove private PII/PCI information gathered from video and audio call transcripts.
- Deployment – Cloud, SaaS, Web-Based.
- Top Features – Automatic Transcription, Business Coaching Call Center Management, Call Recording, Customer Experience Management, Natural Language Processing, Progress Tracking, Reporting/Analytics, Sentiment Analysis, API, Audio Capture, Automatic Transcription, Business Coaching, Call Center Management, Call Monitoring, Call Recording, Call Reporting, Call Tracking.
- Prize – Price not provided by the vendor.
- Best for – Call Center Software, Coaching Software, Contact Center Software, Speech Analytics Software.
- Support – Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support, Chat.
- Overall Rating – 4.7/5 Stars
Xdroid Voice Analytics
Xdroid Voice Analytics is a speech analytics software that enhances commercial and customer service efficiency, quality management, and customer satisfaction within call center operations.
The platform assists contact centers in enhancing agents’ performance, compliance, and customer experience. This AI-based platform is created with a powerful machine-learning engine and language algorithms. It can process speech-to-text with great accuracy and identify words while recognizing certain content in all calls.
The system also relies on an acoustic engine that can detect the silence or volume, emotion, speed, and speech styles of the agent and the client (happiness, displeasure, anger, insecurity, or neutrality).
The interface is simple to navigate and highly intuitive for users. It displays the outcomes of the business’s KPIs with easy-to-read graphs and valuable data.
The system’s architecture lets connections with various CRM software as well as, with the results of NPS or CSAT scores, it can import or export data effortlessly.
- Deployment – Cloud, SaaS, Web-Based.
- Top Features – Automatic Transcription, Call Center Management, Customer Experience Management, Predictive Analytics, Sentiment Analysis, Surveys & Feedback, Activity Dashboard, Automatic Call Distribution, Automatic Transcription, CRM, Call Center Management, Call Monitoring, Call Reporting, Categorization/Grouping, Compliance Management.
- Free Trial Available
- Prize – $100/Per month Per Feature.
- Best for – Contact Center Software, Speech Analytics Software, API, Activity Dashboard, Automatic Call Distribution, CRM, Call Center Management, Call Monitoring, Call Recording, Call Routing, Call Scripting.
- Support – Email/Help Desk, Chat.
- Overall Rating – 4.7/5 Stars
Tethr
Tether is a cloud-based conversation intelligence platform or speech analytics software designed to help contact centers.
Many business teams, including marketing, sales IT, finance, and others, use the power of artificial intelligence (AI) tech to turn conversations with customers via chats, phone calls, and emails into actionable information.
Tether works with any platform for voice and can provide the entire business with the most accurate information from your customer’s phone calls.
Managers can utilize deep learning algorithms to teach the platform, and release, distribute, or analyze the latest news within the company.
With Tether, the call center can deliver custom training sessions for agents, receive notifications about particular conversations, allow them to be sure to follow up with the caller, and search for call logs to discover customer interactions in real-time.
- Deployment – Cloud, SaaS, Web-Based.
- Top Features – API, Activity Dashboard, Activity Tracking, Alerts/Notifications, Audio Capture, Call Monitoring, Call Recording, Call Tracking, Categorization/Grouping, Chat/Messaging, Compliance Management, Customer Experience Management, Customer Service Analytics, HIPAA Compliant, Natural Language Processing, Predictive Analytics, Real-Time Analytics, Reporting & Statistics, Search/Filter, Speech-to-Text Analysis, Third Party Integrations.
- Prize – Price not provided by the vendor.
- Best for – Call Recording Software, Speech Analytics Software.
- Support – Email/Help Desk, Knowledge Base, Phone Support.
- Overall Rating – 4.4/5 Stars
Conclusion
It would be best if you now had a clear understanding of the fundamentals of what you’re looking for. The software in this list is specifically designed to assist you in getting accurate transcriptions of spoken words with the aid of technology for voice recognition.
Speech analytics will be the norm for companies involved in sales, customer engagement, and the call center industry in the coming years. Companies will build other predictive analytics stacks based on existing data, providing insight and predictability to companies. As technology advances, we will witness an increase in the amount of speech-to-text transcription, its expansion to other languages, and insights into the quality of the calls, such as the tone of the customer’s emotion, style, etc.
Check with them to determine if the software is compatible with your current budget and plans. This will let you know whether the software is suitable for your requirements. This article will provide the necessary information to choose the right software to meet your needs.
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