What are your customers really saying?
You have hours of call recordings, but it’s impossible to sift through them for actionable insights when you’re overwhelmed by so many options.
So, critical feedback gets lost. Your agents keep making the same mistakes, and your strategy is based on guesswork instead of real customer data.
The demand for a solution is growing. The Business Research Company reports a projected 22.4% CAGR growth in speech analytics. This reflects the urgent need to fix these customer service inefficiencies.
The right software solves this by analyzing every call automatically, pinpointing trends and flagging key moments so you can take immediate action.
In this article, I’ll guide you through the best speech analytics software. I’ll break down the top options to help you choose with confidence.
You’ll find tools that deliver accurate transcriptions and real-time reporting to enhance customer experience and guide your strategy forward with clarity.
Let’s dive in.
Quick Summary:
# | Software | Rating | Best For |
---|---|---|---|
1 | Balto → | Contact centers, operational efficiency | |
2 | CallMiner → | Enterprise-scale customer insights | |
3 | Observe.AI → | Contact centers, AI automation | |
4 | Verint → | Customer experience, mid-large businesses | |
5 | Gong → | Revenue teams, sales organizations |
1. Balto
Struggling to gain clear customer insights from your calls?
Balto offers comprehensive Contact Center AI software to provide immediate insights and real-time guidance. This means your team can finally uncover hidden trends and elevate customer interactions effortlessly.
The software addresses your pain points by instantly viewing key trends that are driving your business, ready for you out of the box with no setup. This eliminates the burden of manual data digging.
Here’s how Balto helps you go faster.
Balto equips agents with immediate answers by pulling information from your knowledge base in real-time. This helps agents navigate conversations confidently and improves their skills through continuous feedback.
The software also offers an Agent Assist feature to help agents on calls in real time and automatically summarize conversations in your CRM. It also offers generative AI to answer your most important business questions.
Additionally, Balto empowers supervisors to coach agents faster by identifying coaching moments and preparing coaching packets. It even automates call scoring for quality assurance teams, reducing manual effort and surfacing QA trends for leadership. The result? Enhanced customer experience, improved operational efficiency, and actionable insights.
Key features:
- Real-time guidance and insights: Balto provides agents with immediate answers and dynamic prompts, while offering instant views of key business trends without setup.
- Automated coaching and QA: Supervisors can coach agents faster with AI-prepared packets, and quality assurance teams can automate call scoring, significantly reducing manual effort.
- Compliance and note-taking automation: Balto scans 100% of calls for compliance issues in real time and automatically summarizes conversations in your CRM.
Balto features, pricing, & alternatives →
Verdict: Balto stands out as a best speech analytics software solution by offering comprehensive AI features that automate quality assurance, enhance agent performance with real-time guidance, and provide instant insights. Its ability to reduce QA costs by 70% and double supervisor span of control makes it ideal for improving operational efficiency.
2. CallMiner
Struggling to translate customer calls into business value?
CallMiner utilizes AI-driven conversation intelligence to analyze your omnichannel customer interactions at scale.
This means you can unlock powerful customer experience analytics and gain deeper insights into customer interactions.
Here’s how to enhance your strategy.
CallMiner’s Eureka Platform analyzes customer interactions deeply, providing enterprise-wide insights.
This helps you boost frontline agent performance, ensure quality management, and optimize contact center efficiency. It also strengthens compliance and reduces risks.
Additionally, you can enhance sales effectiveness, detect fraud, and elevate product experience by gathering actionable customer feedback. CallMiner helps improve customer satisfaction, loyalty, and engagement across all interactions, driving business growth and transformation.
The result is better experiences and clear ROI.
Key features:
- Analyze and Coach: Gain deep insights into customer interactions at scale and boost frontline agent agent performance with AI-driven coaching.
- RealTime and Visualize: Utilize real-time analytics to address issues instantly and visualize data for clearer understanding of customer intelligence.
- Redact and Record: Ensure compliance and enhance security with automated redaction of sensitive data and comprehensive recording capabilities for all interactions.
CallMiner features, pricing, & alternatives →
Verdict: If you’re seeking the best speech analytics software to clarify calls and guide your strategy, CallMiner’s AI-powered platform excels. It offers comprehensive solutions for everything from contact center efficiency and risk mitigation to sales effectiveness, making it a robust choice for driving significant business value and ROI.
3. Observe.AI
Struggling with inconsistent customer experiences and operational inefficiencies?
Observe.AI offers an AI platform for contact centers to automate, assist, and analyze every customer touchpoint, helping you deliver consistent experiences.
This means you can automate high-volume calls with empathetic AI agents, freeing up your human agents for more complex interactions.
It’s time to upgrade your contact center.
Observe.AI provides real-time agent assist, smart scripts, next-best action support, and after-call summaries to replicate winning actions across your team. Plus, their VoiceAI Agents automate high-volume interactions while providing seamless context transfers to human agents when needed.
Additionally, Post-Interaction AI automatically QA’s 100% of interactions, ensuring better service quality and risk mitigation through targeted coaching. This comprehensive approach enhances your operational excellence, allowing you to tap into millions of customer conversations for valuable Voice of Customer (VOC) insights, customer engagement drivers, and operational efficiency decisions. The result is a unified approach to improving your customer experience and operational efficiency.
This empowers your business with clear strategic direction.
Speaking of improving operational efficiency, understanding the best application performance monitoring tools can also significantly impact your overall system health.
Key features:
- VoiceAI Agents: Automate high-volume customer interactions with empathetic AI agents, seamlessly transferring to human agents with full context when needed for improved efficiency.
- Real-time AI: Deliver consistent customer experiences through real-time agent assist, smart scripts, next-best action support, and after-call summaries to replicate winning actions.
- Post-Interaction AI: Drive operational excellence by automatically QA’ing 100% of interactions and human calls, optimizing service quality and mitigating risk through targeted coaching.
Observe.AI features, pricing, & alternatives →
Verdict: Observe.AI stands out as the best speech analytics software for contact centers, combining AI agents, real-time assistance, and 100% auto QA. This platform enhances customer experience, drives operational efficiency, and provides invaluable insights, as demonstrated by customers achieving 95% containment rates and 2% CSAT increases.
4. Verint
Struggling to clarify calls and guide your strategy?
Verint provides an open platform with Da Vinci AI and Engagement Data Hub, designed to unify interaction data. This means you can surface meaningful insights from voice, text, and desktop interactions. You can move from AI experiments to real business outcomes.
Here’s how Verint solves your most pressing CX automation challenges.
Verint introduces its cloud-native open platform, built to increase CX automation in your contact center. This helps you dramatically lower costs while elevating the customer experience. You can see outcomes in weeks.
Their Business Analytics capabilities provide speech, text, and desktop analytics to surface meaningful insights. This allows you to uncover insights from unstructured phone conversations and analyze cross-channel customer experience data. You can also leverage agent copilot capabilities, including a Wrap Up Bot, that automate call summaries, and a Quality Bot for automated evaluations, saving countless hours and increasing agent capacity.
Verint’s solutions enable you to unify customer interactions across voice and digital channels for a single agent experience, ensuring consistency.
Your team can now drive AI outcomes.
Beyond analytics, managing sensitive customer data requires robust security. For insights into protecting payment information, explore my article on PCI compliance software.
Key features:
- Engagement Data Hub: This centralizes your interaction and experience data for open, unified, and cohesive analysis, helping you gain a holistic view of customer interactions.
- Business Analytics: Offers comprehensive speech, text, and desktop analytics to surface meaningful insights across various channels, reducing costs and improving CX.
- Da Vinci AI & Bots: Integrates AI directly into workflows with specialized bots like Agent Copilot and Coaching Bot, enabling real-time guidance and automation.
Verint features, pricing, & alternatives →
Verdict: If your goal is to find the best speech analytics software to enhance customer experience, improve operational efficiency, and provide actionable insights, Verint is a strong contender. Their platform delivered a +39 NPS increase for a mortgage lender and helped a telco reduce average call duration by 30 seconds.
5. Gong
Are you losing winnable deals consistently?
Gong’s AI platform helps boost win rates, increase average deal size, and enhance revenue per rep. This means you can drive predictable growth and ensure your team performs at its peak.
Their AI capabilities pinpoint crucial insights, transforming how your organization handles deal execution and strategic initiatives. This addresses the pain of missed opportunities and unclear paths to revenue goals.
Here’s how to turn customer conversations into revenue.
Gong centralizes all your revenue workflows on a unified platform, offering actionable insights and streamlining processes with purpose-built AI agents. This eliminates information overload and helps focus on what truly matters.
With Gong Engage, you can smartly prioritize and personalize customer engagements, creating and converting pipeline more effectively. Additionally, Gong Forecast powers your revenue operating rhythm with 100x more customer data, driving forecast accuracy and org-wide action with unbiased insights.
Gong Data Engine simplifies data management, automating data capture, mapping, and protection across the revenue lifecycle for complete customer visibility without manual effort. Plus, its robust ecosystem provides seamless integrations, enriching your CRM with powerful data to understand your business and customers like never before.
Ultimately, every revenue pro wins with Gong.
Key features:
- Purpose-built AI agents: Drive revenue outcomes by helping your team sell and win, making customer interactions more productive and efficient for better customer experiences.
- Centralized Revenue AI Platform: Unify all your revenue workflows, providing actionable insights and streamlining processes with 250+ integrations, enhancing operational efficiency and strategic decisions.
- Gong Data Engine: Automates data capture, mapping, and protection across the revenue lifecycle, simplifying data management and gaining complete customer visibility with reduced manual effort.
Gong features, pricing, & alternatives →
Verdict: For Customer Experience Managers aiming to enhance CX, operational efficiency, and gain actionable insights, Gong’s robust AI platform stands out as the best speech analytics software. It integrates seamlessly with your tech stack, provides accurate transcription, and offers real-time reporting to support strategic decisions, as demonstrated by customers achieving 95% forecast accuracy.
6. Genesys
Struggling to make sense of your customer conversations?
Genesys Cloud CX delivers AI-powered experience orchestration to help you personalize customer interactions at scale. This means you can drive growth and loyalty across every channel.
You can realize value faster with purpose-built AI that’s easy to deploy, control, and optimize. It also integrates intelligent automation for day-one value.
Here’s how Genesys helps.
Genesys offers AI and automation features that help you uncover insights and take the next best action. The platform allows you to optimize your contact center with intelligent automation and embedded AI.
It also provides digital customer engagement, enabling you to connect on any channel with humans and AI-powered bots. This is complemented by customer journey management, connecting data silos to optimize end-to-end customer and employee experiences. Additionally, Genesys offers workforce engagement management, simplifying management with built-in AI for employee impact and retention.
While optimizing customer experiences involves many layers, understanding best IoT software can also provide valuable insights for broader device integration.
The result? Happy customers and engaged employees.
Key features:
- AI-Powered Experience Orchestration: Delivers personalized customer experiences at scale through a comprehensive contact center, maximizing impact across every interaction and channel.
- Intelligent Automation & Embedded AI: Optimizes your contact center operations and drives value from day one, offering purpose-built AI that’s easy to deploy and control.
- Customer Journey Management: Connects data silos to orchestrate and optimize end-to-end customer and employee experiences, uncovering insights for next best actions.
Genesys features, pricing, & alternatives →
Verdict: Genesys is well-suited as the best speech analytics software for Customer Experience Managers aiming to enhance operational efficiency. It offers robust AI and automation, digital engagement, and customer journey management, providing complete visibility of client interactions, driving employee happiness and leading to insights for strategic business decisions, as seen with customers like Kiwibank and HSBC.
7. Enthu.AI
Is information overload making software selection difficult?
Enthu.AI integrates seamlessly, offering Auto QA with GenAI and AI transcriptions for accurate, real-time call evaluation. This means you can easily monitor conversations at scale.
Your quality management program can now scale easily without needing additional resources, ensuring consistent excellence.
Here’s how Enthu.AI simplifies things.
You can run an automated Quality Management program, using AI to surface compliance and agent improvement opportunities. This allows for proactive mitigation of risks and better call outcomes.
Enthu.AI provides AI summaries and sentiment analysis to help you understand the true pulse of your customer. Additionally, its call library functions like Spotify playlists, enabling agent self-coaching and improving overall performance, while reporting & analytics spot trends.
The result? Better agent performance and 100% compliance adherence.
While we’re discussing customer interactions, understanding the value of email tracking software is equally important for a comprehensive view.
Key features:
- Auto QA with GenAI: Evaluates calls without manual intervention, saving you up to 80% QA time and reducing the need for more quality analysts.
- AI Transcriptions and Summaries: Provides accurate, real-time speech-to-text and post-meeting summaries, helping you save time and understand customer interactions better.
- Sentiment Analysis & Reporting: Understands the true pulse of your customer and spots trends seamlessly, allowing you to take informed actions and boost sales performance.
Enthu.AI features, pricing, & alternatives →
Verdict: Enthu.AI stands out as a strong contender for the best speech analytics software by offering AI-driven solutions that address key pain points like manual QA and limited visibility. Its ability to save 80% QA time and ensure 100% compliance makes it a highly effective tool for enhancing customer experience and operational efficiency.
Conclusion
Still guessing what customers are really saying?
When you can’t analyze every call, critical feedback gets lost and your agents repeat the same costly mistakes. It’s a huge strategic blind spot.
According to Sprinklr, companies using these tools see improved real-time feedback and enhanced customer satisfaction through sentiment analysis. This isn’t just a minor tweak; it’s a core strategic shift.
So, what’s the best path forward?
After all my testing, Balto is my top recommendation. It delivers real-time guidance and automated insights that stop problems before they escalate.
Its ability to scan 100% of calls and provide instant coaching is why it’s the best speech analytics software. You get actionable insights without any setup.
I recommend you book a free demo of Balto to see exactly how its real-time guidance can transform your team’s calls.
You’ll see a difference in call quality.