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Quality & performance

Speech and conversation analytics software

Want to know why customers call, and what happens on every call, not just the few you review? Compare speech and conversation analytics software.

Each supplier shows what they specialise in, so you can shortlist quickly.

See 4 suppliers Read the buyer's guide

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4 suppliers

Suppliers with a paid listing appear first. How suppliers are ordered

  1. Call Journey

    • Conversation & speech analytics
    • Reporting & analytics

    Also offers Customer insights & research

    Unclaimed profile

    View profile

  2. Call Miner

    • Conversation & speech analytics
    • Reporting & analytics

    Unclaimed profile

    View profile

  3. NICE

    • Conversation & speech analytics
    • Recording & compliance
    • Reporting & analytics

    Also offers Workforce management

    Unclaimed profile

    View profile

  4. Veridian Solutions

    • Conversation & speech analytics
    • Reporting & analytics

    Also offers Workforce management · Contact centre technology

    Unclaimed profile

    View profile

Buyer's guide

Choosing speech analytics? What to know before you buy

Overview

What can speech analytics do for your contact centre?

Speech analytics transcribes calls and analyses them, along with chats and emails, so you can search and measure every conversation instead of a small sample.

  • Quality: score every contact and find the ones that need a human review.
  • Compliance: check required disclosures and wording on every call.
  • Sentiment: spot frustration or distress, during or after the call.
  • Contact reasons: why customers call, and which issues are rising.
  • Repeat contacts: what went wrong the first time.
  • Coaching: the behaviours linked to good and bad outcomes.

Getting value

How do you get value from speech analytics?

  • Start with questions: two or three business problems, not 'analyse everything'.
  • Check accuracy on your accents, products and jargon.
  • Assign owners: someone has to act on the insight.
  • Tell agents how it's used, so it supports coaching rather than surveillance.

Need the recordings first? See recording and compliance.

How to choose

How do you choose speech analytics software?

  1. Test on your own calls

    Transcription and categorisation accuracy vary.

  2. Check channels

    Calls, chat, email and messaging in one place.

  3. Look at the user experience

    Analysts and team leaders must find answers without specialist help.

  4. Confirm integration

    With your recording, quality and reporting tools.

  5. Review data handling

    Where audio and transcripts are stored, and how personal data is protected.

Learn more

Want an independent view? Free ACXPA resources

FAQs

Speech analytics FAQs

What is speech analytics?

Software that transcribes calls and analyses conversations for topics, sentiment, compliance and behaviours, across every interaction.

Is speech analytics the same as conversation analytics?

Largely. Conversation analytics usually means the same analysis across chats, emails and messaging as well as calls.

How are suppliers ordered on this page?

Suppliers with a paid listing appear first, followed by everyone else. Our page on how suppliers are ordered explains the detail.

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