7 Best Speech Analytics Software to Consider in 2025

Speech analytics is quickly becoming a must-have feature for modern call centers. This makes sense since today’s call centers heavily rely on phone conversations and voice interactions to provide great customer service, grow their business, and boost customer satisfaction.

However, finding the right speech analytics solutions provider could be challenging since there are many options available in the market.

This blog explores the seven best contact center speech analytics solutions available in the market.

What is Speech Analytics Software?

Speech analytics software is a tool that uses AI and natural language processing (NLP) to convert voice data into text. It’s used in call centers to process call recordings and identify patterns, keywords, and phrases.

These insights help managers analyze conversations and improve the call centers.

The best speech analytics software reveals customer sentiment and intent and pinpoints problems’ root causes. It ensures agents follow company guidelines and comply with industry regulations, such as data privacy and security.

Types of Speech Analytics Software

There are various types of speech analytics software available for call centers, depending on use cases.

They can be categorized into two main types based on when the voice data is analyzed:

1.Real-time Speech Analytics – The live voice call data is analyzed, and call center agents are given feedback and suggestions during the call. It can detect keywords, phrases, and customer emotions, allowing agents to adjust their responses immediately. This is especially useful for improving customer service and ensuring compliance with regulations.

2. Post-call Speech Analytics – The voice data is analyzed after the call. It processes large amounts of call data, helping managers identify trends, common customer issues, and opportunities for improvement. This type is ideal for businesses that want to review past performance and make strategic decisions based on historical data.

Benefits of Speech Analytics Solutions for Call Centers

Speech analytics help you gain valuable insights from customer-agent interactions, which can benefit your business in several ways:

» Improve Customer Experience – You can capture the voice of the customer (VoC), which can help understand customer needs, pain points, and perceptions more clearly. Then, based on these insights, you can make targeted improvements to improve customer satisfaction.

» Enhance Operational Efficiency – Speech analytics software can help monitor calls, take notes, and enter data into CRM. By automating these manual tasks, it reduces the agent’s workload.

» Reduce Operational Costs – Speech analytics can automate tasks such as monitoring agent performance and ensuring compliance, reducing the need for manual supervision and cutting down on labor costs. With the best speech analytics software, agents can resolve customer issues faster, allowing them to handle more calls in less time.

» Ensure Compliance & Quality – Using speech analytics data, Call centers can easily identify conversations that may contain compliance violations or breaches. This nullifies the need to manually monitor each call for compliance with laws and regulations like HIPAA and GDPR.

Top Speech Analytics Software

Here are the best speech analytics software based on their features, performance, and user reviews:

1. Exotel 

Exotel is a cloud-based platform that provides AI-powered customer communication solutions, which include the best speech analytics features. It helps you analyze customer interactions, identify sentiments, and gather deep insights from voice conversations.

It also offers AI-powered features to analyze conversations against KPIs and maintain high-quality service.

Key Features:

• Supports omnichannel experience via channels like voice, chat, messages, and social media
• Multilingual call analytics to derive insights from voice calls in different languages
• AI-powered quality scoring for each conversation against your KPIs and SOPs
• Automatic conversation flagging and detection of compliance breaches
• Monitor the performance of call center operations in real time and identify performance gaps
• Other useful features for call recording, forwarding, IVR, and more

Pros:

• Offers APIs to integrate seamlessly with CRMs and other platforms
• Virtual extension mapping allows employees to stay connected, even on the move
• Cost savings by replacing traditional EPABX systems and ensuring 100% uptime
• Support for IVR and WhatsApp APIs, enhancing customer support and engagement

Cons:

• No option to log in via Google or OTP

2. Verint Speech Analytics

Verint is an enterprise software that provides business intelligence tools, including AI-driven speech analytics, workforce management, and fraud detection solutions.

Its speech analytics features focus on call transcription and analyzing large volumes of calls, helping businesses gain customer insights and enhance contact center performance.

Key Features:

• AI-driven insights through speech, text, and interaction analytics
• Omnichannel engagement to unify interactions across voice, digital, and social channels
• Quality and compliance management to ensure consistent and secure interactions across touchpoints

Pros:

• Detailed reporting, especially for tracking Social Customer Service KPIs
• Get real-time speech analytics alerts and notifications based on set triggers
• Offers an easy-to-use interface which is also integrable with other solutions

Cons:

• Frequent software updates disrupt workflow and annoy many users
• Pricing is not transparent and could cost a bit higher
• Search functionality needs improvement, making it hard to find information

3. JustCall

JustCall is a business communication platform that lets companies handle calls, texts, emails, and WhatsApp messages in one place. The platform automates workflows, integrates with over 100 tools, and uses AI to improve customer service. It helps businesses stay connected with customers and focus more on growth and retention.

Key Features:

• Manage calls efficiently with features like call forwarding and voicemail
• Combines voice, SMS, workflow automation, call scoring, and AI coaching
• Includes conversation intelligence with call transcription, sentiment analysis, and coaching tools
• Integrates with popular CRMs, helpdesks, and other tools

Pros:

• User-friendly, centralized communication platform that simplifies management
• Advanced tools for call analysis and coaching, boosting operational efficiency
• Boosts team productivity and customer accessibility with easy-to-use features

Cons:

• Limited video conferencing features compared to other platforms
• Occasional call quality issues, especially in low-network areas
• The steep learning curve for new users unfamiliar with the platform’s features

4. Observe.AI

Observe.AI is a conversation intelligence platform that helps contact centers enhance operations by analyzing and improving customer interactions. It offers AI-driven insights to boost agent performance, streamline workflows, and improve the customer experience.

Key Features:

• Automatic transcription with business coaching to improve interactions
• Offers sentiment insights from conversations for better grading and analytics
• Integrates seamlessly with any platform via robust APIs
• Secure audio capture combined with automatic transcription for accurate documentation

Pros:

• AI-driven insights help improve agent performance and customer experience
• Data-driven approach to optimize business operations

Cons:

• High reliance on AI might need human oversight for complex issues
• Pricing can be a barrier for smaller companies or startups

5. Talkdesk

Talkdesk is a cloud contact center that enhances customer experiences through AI-powered automation.

By streamlining essential customer service processes, Talkdesk helps businesses deliver exceptional experiences across various industries and channels. Its innovative phone system also supports hybrid workforces, optimizing costs while enhancing service quality.

Key Features:

• Comprehensive customer profiles to enable personalized service experiences
• User-friendly interface facilitating smooth communication with customers
• Integrates with over 25 business tools, including CRMs and helpdesk systems
• In-depth reporting and analytics supporting data-driven decision-making

Pros:

• Scalable solutions that cater to various industries and business sizes
• Robust reporting and analytics for informed decision-making
• Support for hybrid workforces, improving operational flexibility

Cons:

• Learning curve for new users due to extensive features
• Potential integration challenges with legacy systems

6. Gong

Gong is a leader in speech analytics for revenue intelligence and sales training, which helps large and small teams gain real-time insights into customer feelings, lead status, and potential sales opportunities. By analyzing customer interactions across different channels, Gong provides valuable data that allows sales teams to refine their strategies and boost conversion rates significantly.

Key Features:

• Sentiment analysis for understanding customer emotions and reactions during calls
• Keyword spotting to identify critical topics and themes in conversations
• Compliance monitoring to ensure adherence to industry regulations and standards
• Real-time insights for immediate feedback and analytics on sales interactions
• CRM integration to synchronize data and enhance workflow efficiency

Pros:

• In-depth call analysis enables users to gain insights through talk ratios, conversation lengths, and topic breakdowns
• Valuable coaching data helps track key metrics like talk time and question frequency
• Informed decision-making using call data to refine sales strategies and improve products and customer relationships

Cons:

• Limited language support
• Inconsistent call recording accuracy, especially with webinar software
• Transcription errors occur frequently, particularly with technical terms
• Challenging navigation within the platform’s timeline layout

7. Tethr

Tethr offers AI-based conversation intelligence to enhance contact center performance by providing actionable insights from customer interactions. The platform focuses on lowering operational costs, reducing customer churn, and increasing sales through real-time analytics and customizable dashboards.

Key Features:

• Sentiment analysis to gauge customer emotions during interactions
• Keyword spotting for identifying important terms and topics in conversations
• Trend detection to recognize patterns in customer behavior and preferences
• CRM integration for seamless data sharing and enhanced customer relationship management
• Real-time insights for making informed decisions based on current data

Pros:

• BI capabilities for capturing and analyzing insights through customizable reports
• In-depth call analysis with detailed breakdowns that allow filtering and examination of customer conversations
• Effective quality assurance dashboards for real-time monitoring and performance assessment

Cons:

• Slow and inaccurate call transcriptions, with users noting significant errors and misunderstandings
• Limited compatibility with other programs, particularly chat and social media platforms
• Has a steep learning curve for new users, indicating a need for simpler features and enhanced training resources

How to Choose the Right Software for Your Business?

Selecting the best speech analytics software for your call center requires careful consideration. Here’s how to ensure you make the right choice:

1. Understand Your Needs

Start by identifying the specific issues your call center is facing. Are you looking to resolve long call times, improve customer satisfaction, or enhance agent performance? Define the key features you need, such as real-time call monitoring, intelligent routing, or compliance automation. Consider the size of your contact center and the call volume it handles. 

For example, Spoton Logistics needed a solution that could manage a growing customer base while reducing agent fatigue. They choose AMEYO by Exotel to increase the answered calls by  20%.

2. Set a Realistic Budget

When budgeting for speech analytics software, factor in upfront costs and ongoing expenses like support, upgrades, and system maintenance. Ensure the investment aligns with your long-term business objectives.

3. Ensure Integration

Integrating your existing systems, like CRM, workforce management, and customer support platforms, is essential for streamlining workflows. Your speech analytics software should work well on its own and enhance the efficiency of other tools your team relies on.

4. Evaluate Support & Training

Implementing new technology can be complex, and without proper guidance, it’s easy to miss its full potential. Look for vendors who offer comprehensive training programs for your agents and supervisors, ensuring that everyone is equipped to use the software effectively from day one. 

Elevate Conversational Analytics with Exotel

Advanced speech analytics is a powerful tool for call centers where every word is important. AI can quickly analyze large amounts of data to find key phrases, topics, and trends, giving managers useful information they can use in many ways.

Use Exotel, you can access critical data that improves agent training, boosts performance, and increases productivity. It also paves the way for personalized interactions and a higher standard of customer service. 

Apart from speech analytics, it offers features like:

• Easy integrations with other apps
• Multi-level IVR
• Omnichannel customer engagement
• Drag-and-drop IVR builder

and more for a seamless call center management. You can book a demo today to learn more about how the platform can help your business.

FAQs

1. How Does Speech Analytics Differ from Speech Recognition?

Speech recognition converts spoken language into text for transcription purposes. In contrast, speech analytics software analyzes call data for deeper insights.

2. How Does Speech Analytics Improve Agent Performance?

Speech analytics software offers real-time feedback during customer interactions. It helps agents adjust their communication based on data. In call center speech analytics software, performance can be measured for training and compliance. This boosts productivity, customer satisfaction, and overall operational efficiency.

3. What is the Difference Between Real-time & Post-call Speech Analytics?

Real-time call center speech analytics software analyzes interactions as they happen, providing instant feedback for agents. Post-call speech analytics software reviews calls after completion for trend analysis. Both types of speech analytics software improve customer service and operational efficiency differently.

4. What Software is Used for Speech Recognition?

Popular speech recognition software includes Google Speech-to-Text, IBM Watson, and Microsoft Azure. Additionally, Exotel offers a cloud-based platform with integrated speech analytics software for call centers.