Speech analytics software transforms customer data into actionable insights. First, it converts speech to text and then provides you with rich insights that you can use to improve employee performance and increase customer satisfaction. What’s more, speech analytics technology gives you access to sentiment analysis and shows you exactly how can you enhance customer interactions and, in consequence, improve sales. But how to choose the right speech analytics software? What are the key features that you should look for? In this article, we prepared an overview of the best speech analytics software solutions that call centers use to leverage the success of their business. We hope that after reading the article you will find the best solution for your company. So let's dive in.
Top 7 Speech Analytics Software in 2022
Here's a list of the best speech analytics solutions with features that are bound to help you improve the performance of your call center:
1. Ender Turing
Pricing: Starting at $39 a month per user
Advanced features: Automated call review and scoring, speech analytics, self-coaching tool, speech recognition, natural language processing
User review: Dimitry L.: To stay ahead of the competition and meet customer expectations, we must act as a conduit for innovation, going beyond standard solutions and approaches. In this regard, Ender Turning products are at the forefront of contact center expertise. Speech analytics software has worked well in practice, and the API-first approach which Ender Turing adheres to is a cutting-edge approach to software development.
Free trial: Yes, 14 days
- Event automation
- CRM integration
- Root cause analysis
- Instant search
- Agent tips and suggestions
- Room for more integrations
Ender Turing is a speech analytics solution that helps to improve the contact center's ability to serve customers and offer the best service possible.
Ender Turing extracts behavior patterns of top performers by automatic processing 100% of customer conversations with agents. Then it uses the real examples of top performers to provide targeted coaching to all agents.
The automated processing of 100% of customer calls helps you identify the reasons behind conversation problems and employ best practices to lower customer churn. Ender Turing also allows you to provide self-coaching opportunities to every employee and set up automated emails to notify you about events in conversations.
The software is able to evaluate agent performance and delivers automated personalized feedback after each call, helping to improve each employee's performance. It provides you with information about
- Each agent's performance
- Parts of conversations that require coaching
- Cross talk-ratio
- Number of complaints
- Response and resolution time
- Number of non-FCR calls
In addition to supporting English, Mexican, and Spanish, Ender Turing supports all European languages.
If you'd like to see how Ender Turing can improve employee performance in your call center and take advantage of the rich customer insights it provides sign up for our 14-day free trial.
Image source: agencyanalytics.com
Pricing: Call Rail's pricing plans start at $45 a month, however, if you want to have access to the speech analytics function, you need to choose their Conversation Analytics plan. It gives you access to automated call transcriptions, keyword analysis, AI-powered lead tagging, and automated call scoring.
G2 rating: 4.6/5
Advanced features: dynamic number insertion, managing multiple phone numbers, ability to have local numbers for each market User review: Emma K. on Capeterra: The main reason we switched from another call tracking software is because of the fact that CallRail integrates directly with Google Analytics. I love that we are able to set up phone calls as a goal right in GA. This also then means it integrates directly with our GDS reporting software. Free trial: Yes Pros:
- Easy to use
- Enables different agents' activity tracking
- Plenty of attribution options
- Some reports lack clarity
Call Rail is a platform that utilizes its core feature, Call Tracking, to empower your marketing campaigns with text massages tailored to the customers' needs. Reports and analytics allow you to learn about your campaign performance.
The tool provides your team members with call recordings and delivers call transcripts, which are very useful if you want to analyze the calls.
Their Conversation Intelligence tool is an AI-powered solution that provides automatic transcriptions of call recordings. It allows you to improve your conversations by identifying key terms and tagging your recordings. You can use call analytics to drive insights on how to improve contact center performance and train your staff.
Beyond that, the Automation Rules feature highlights all the words and phrases you want to target and tags them automatically.
Image source: gong.io
Pricing: The vendor provides a customized price quote upon request.
G2 rating: 4.7/5
Advanced features: Archiving and retention, event-triggered actions, assessment management User review Renée O. on G2 Gong's product is easy to use and it serves a variety of important use cases for our team. First and foremost, it allows our team to get insight into our pipelines and quickly spot deals that might not be on track so we can respond and get ahead. Second, it allows us to more quickly onboard new employees in customer-facing teams by allowing them to listen to real calls and learn along the way. Lastly, it gives us insight into enablement programs we've launched to ensure new message/collateral/etc. are being used as expected. Gong.io provides you with valuable insights into your customer interactions via phone calls, web conferencing, and email. It records and transcribes calls so you can review them immediately and allows for answering requests in a comprehensive manner. It offers multiple search options to easily find the conversation you are interested in, saving your time. What’s more, you can control the speed of the playback up to 2.5 times. Free trial: No Pros:
- AI speech analytics flags important topics
- G-suite integration
- Ability to search by keywords to help you find moments of customer interaction that you want to look back over
- Transcripts are not 100% accurate
Image source: medallia.com Pricing: Not provided by the vendor
G2 rating: 4.4/5
Medallia is a software platform focused on customer experience. It captures customer insights across different channels like mobile, social, web, and contact center. The tool analyzes the feedback in real-time and provides actionable workflows.
Apart from social and mobile feedback, the product provides a survey creation feature as well as text analytics. It collects input directly from the customer and provides analytics, so you can recognize areas of success and find which areas you need to improve.
Their AI-powered speech analytics software allows you to examine recorded calls and discover customer insights. Beyond transcribing 100% of calls it can capture metrics such as emotion and gender. User review: Ryan B. on G2 Medallia does a great job at providing great tools to analyze not just numbers from customer feedback but has great text analytics. Any place of business that takes customer feedback seriously needs to adopt this software. It's great that we can respond directly to our customers. Free trial: No
- Mobile friendly
- Staff can use it as a visual learning tool thanks to the color-coding
- Easy to navigate
- Complex to configure
- Limited reporting
Image source: softwareadvice.com
Pricing: Vendor provides a customized price quote upon request
G2 rating: 4.4/5
Advanced features: advanced IVR features, loss sales recovery
User review: Sparsh S. on Capterra: It is truly simple to explore through the menus & filters, with examination and voice calls, you can streamline the whole buy way, snap to call and it is incredibly effective. API, Keyword Tracking, ROI Tracking, IVR, etc are the best features of this software. Free trial: Yes Pros:
- Easy to navigate through menus
- Provides granular performance insights
- There are limitations around filters and reporting
Invoca is AI-powered speech analytics software that helps you drive rich insights from customer conversations using speech analytics so you can immediately act on the information you receive.
It enables you to activate automated call scoring after you define scoring criteria. With Invoca, you can improve sales effectiveness by using the feature called Loss Sales Recovery. It analyzes contact center calls and helps you uncover hidden issues like call droppings of your phone system, improper functions of your interactive voice response, or lack of contact center agents. When you know where the problem lies, you will be able to improve the operational efficiency of your contact center.
6. CallMiner Eureka
Image source: voicebot.ai
Pricing: Vendor provides a customized price quote upon request
G2 rating: 4.5/5
Advanced features: omnichannel analytics, AI-driven search, contact detail view
User review: Nicolas M on G2: The depth and customizable nature of the CM tool is truly impressive, and so important when it comes to finding data that matters. Even when the needed feature isn't there, The team is great at taking feedback and implementing ideas to continually innovate their tool.
Remember, the data from the conversations in your company is already there – you just need to have the right tools to find it. I think CallMiner is absolutely that too.
Free trial: Yes Pros:
- Variety of attributes and metadata make it easy to create searches and reports.
- Expansive dictionary
- Difficult to learn
- Transcript accuracy is low
CallMiner Eureka is a speech analytics platform that captures your customer interactions, transcribes them, and provides actionable insights on how to increase customer satisfaction. It offers automated scoring, and sentiment analysis that help you effectively improve agent performance and customer experience. It uses machine learning to provide a high level of transcription accuracy.
CallMiner Eureka gives you access to various data points, so you don’t have to review them manually anymore, and can use them to identify patterns and better understand every conversation.
Image source: cloudtalk.io
Pricing: CloudTalk offers 4 pricing levels. With each level, the number of available features increases. You can choose from
Starter for $25 a month
Essential for $30 a month
Expert for $50 a month
Custom – contact the vendor to get a price quote
G2 rating: 4.3/5
Advanced features: call queuing, internal phone number tags
User review Aaron S. on G2 I like best that you can easily connect the tool with any CRM. We work with Pipedrive and from there it's only one click to call our clients with Cloudtalk. And the most important thing: it's working all the time.
Free trial: Yes, 14 days
Works also from your mobile phone
It counts all calls and missed calls
Learning curve at the beginning
Errores in the call monitoring process
CloudTalk is a speech analytics software with easy to set up interactive voice response. It offers 70+ advanced calling features that help you drive actionable insights and improve both the customer experience and agent performance.
It offers integrations with the most popular tools like Pipedrive, Hubspot, Zendesk, and others. CloudTalk combines advanced IVR and small call routing to make sure that your clients can quickly speak to the correct agent.
One of the key features of CloudTalk is their provision of customized post-call surveys, where you can include all types of questions you want. The speech analytics tool is available on both desktop and mobile applications, although the desktop version provides more features.
Speech analytics software: a short overview
We prepared a table view to help you find some of the important speech analytics tools features at a glance
|Ender Turing||CallRail||Gong||Medallia||Invoca||CallMiner Eureka||CloudTalk|
|Pricing starting at||$39 a month||$45 a month||Not provided||Not provided||Not provided||Not provided||$25 a month|
Which speech analytics software should you choose? Even when you pick the option packed with the most amazing features, first you have to learn how to make the most of each conversation with speech analytics. Thus we recommend going for a tool that is intuitive and easy to learn. And why should you buy a pig in a poke? If a tool offers a free trial, make the most out of it and see if it's a good fit for you. Ender Turning, for example, offers you 14 days to test all the amazing features of the tool for free.