Providing optimum customer experience boils down to what they’re saying. By determining the emotions and feelings behind their speech, you can give a better experience and engage your customers to a greater level.
Here’s where speech analytics software can help.
A speech analytics solution analyzes customer speech from incoming and outgoing calls and deciphers emotional cues for improving call quality and agent efficiency.
In this post, we’ll take a look at the top speech analytics software providers that you need to check out if you want to enhance your customer experience and engagement.
Best Speech Analytics Software 2021
1. Call Hippo – Coach
Call Hippo Coach is an AI-driven, fully-automated speech analytics software solution for SMBs and enterprises. It enables you to evaluate calls & interactions, assure quality, and train and coach your reps.
CH Coach provides a comprehensive range of speech analytics features, ranging from moment analysis to data filtering. The solution is backed by cutting-edge, insight-driven technology that helps you improve your team’s performance and business efficiency.
Key Features:
- Call transcription
- Moment analysis
- Exhaustive data filtering
- In-depth analytics
- Extensive customization
2. Eureka – Call Miner
Call Miner is one of the oldest speech analytics systems out there. The software provides intelligent speech analytics solutions that help you increase your call reps’ productivity and performance.
Call Miner conglomerates traditional speech analytics with Artificial Intelligence (AI) and Machine Learning (ML). The solution enables seamless capture of data and integrates with all the major email systems, CRMs, call recorders, and social networks.
Key Features:
- Call analysis
- Agent performance management
- Quality assurance
- Performance and training management
- Administrator access
3. Voci
Voci provides two speech analytics software systems: Vspark and Vblaze. Both solutions feature high-quality speech analytics capabilities that help you improve call quality and offer a pleasant experience to your customers.
Voci’s speech analytics solutions are best suited for companies and enterprises that require real-time API and call transcription access.
Key Features:
- In-cloud deployment
- Audio compatibility
- REST API for seamless integration
- Large vocabulary continuous speech recognition
- Transcription delivery mode
4. Tethr
Tethr is one of the leading speech analytics software solutions. The software is known for its rich interface and cutting-edge capabilities like risk identification, call categorization, and AI-enabled speech redaction.
The software is AI-powered and enables you to take your speech analytics operations beyond traditional human pattern analysis. With Tethr, you can identify and highlight emerging customer issues and address them in quick time.
Key Features:
- Frontline enablement
- Digital transformation
- Effort reduction
- Voice of the customer
- AI-Powered speech analytics
5. Invoca
Invoca is a popular solution for call centers. This speech analytics software helps you streamline your call center operations by ensuring engaging customer conversations, gauging customer sentiment, and enhancing marketing effectiveness.
Invoca utilizes ML-based speech analytics capabilities to classify and analyze calls and measure their quality and scope for improvement. In addition, the AI capabilities advance prediction accuracy, thereby helping you with error-free call classification.
Key Features:
- Call tracking
- Campaign monitoring
- Caller identification
- Conversion tracking
- Call routing
6. NICE
NICE is a customer engagement solution that enables you to improve customer experience and workforce efficiency. The software comes with intelligent data analysis capabilities that allow you to streamline business performance, prevent financial crime, ensure public safety, guarantee compliance, and increase operational efficiency.
This speech analytics software is one of the well-known customer experience management tools used by a significant number of Fortune 100 companies. If you’re looking to turn massive information overload into practical, actionable insights, NICE is the way to go.
Key Features:
- Interaction channels
- Workforce intelligence
- Real-time reporting and dashboards
- Interaction analytics
- AI chatbots
7. Clarabridge
Clarabridge is a speech analytics and customer management system powered by superior AI technology. It helps you better understand your customers and provide them with better quality experiences.
The robust ML and deep learning capabilities of the speech analytics software enable accurate emotion detection, which helps you make informed decisions. It also allows you to utilize ML and linguistic learning to analyze customer data across various channels.
Key Features:
- Connect to multiple sources
- Analyze customer sentiment
- Linguistic categorization
- Dashboards, reports, and alerts
- Text and voice analysis
8. Genesys
Another renowned speech analytics solution on the list, Genesys utilizes the cloud and AI capabilities to help you provide remarkable customer experiences. With this software, you can integrate AI capabilities into your sales, marketing, and service departments.
Genesys provides Experience as a Service, enabling organizations of all sizes to optimize and personalize their customer support and engagement efforts.
Key Features:
- Contact center management
- Reporting and analytics
- Integration and apps
- Workforce engagement optimization
- Digital sales and service automation
9. LiveVox – SpeechIQ
LiveVox’s SpeechIQ is a speech analytics system aimed specifically at remote teams. It automatically monitors and scores customer interactions to provide insight into customer interactions. Keyword and sentiment recognition technology alert you to any emerging risks.
SpeechIQ also includes advanced filtering and searching capabilities to help you find the calls you need quickly. A user-friendly interface also lets you get the system up and running in a matter of days.
Key Features:
- Automated agent scorecards
- Keyword, keyphrase and sentiment recognition
- Automated alerts
- Advanced filter and search
- Omnichannel analysis
Conclusion
As customer experience becomes the essence of business success, companies need to shift their focus from sales and revenue to consumer satisfaction. Using the right speech analytics software, you can figure out how your customers are feeling and the steps you need to take to improve their experience.
Sound wave illustration -DepositPhotos
