fbpx

5 Best Speech Analytics Software For Call Centres

by Scott Max
I'll offer two ways to find the tool, software or service you need, keep reading our breakdown and recommendations, or tell us about your business and the problem you are trying to solve and we will advise you for free!

So, you are in the market for speech analytics software that suits call centres.

Ideal, because in this article we have our compilation list for our top picks, and we compare the features and pricing for you. 


If you just want the best choice, we’ve added that right at the top of the article as this was what is most requested by our customers. So, that’ll be the “can’t go wrong” option. 

Otherwise, feel free to explore all the options we’ve reviewed on the market to find something that might fit you a little better.

Enjoy the list!

The Best Speech Analytics Software for Call Centres Specifically

Speech analytics focuses on monitoring and analyzing customer call records to improve future interactions and lead conversion. A speech analytics software that offers automatic speech recognition, transcription, language processing and tone analysis will be the perfect fit for this category. Have a look at the products below to choose the best speech analytics software:

1. Verint

Verint surfaces meaningful insights across voice and text channels to improve customer experiences and lower costs. It combines speech, text, and desktop analytics to empower your business. By extracting insights from structured and unstructured customer interactions, Verint gives you all the prerequisites to understand clients and support your workforce.

Verint Features

Here are some exclusive features of Verint:

Speech Analytics: Verint's speech analytics solution provides unrivalled transcription and comprehension accuracy. It enables you; to accurately process voice with complete speaker-separated transcription for customer interactions. Moreover, Verint's speech analysis offers AI-driven conversational themes, visual maps and sentiment analysis.

Text Analytics: Verint provides a comprehensive view of customer interactions across channels by using two different purpose-built engines to process speech and text. It enables you to offer channel-specific conversational analytics like chat duration, overtalk and idle time.

Process Analytics: Verint's desktop and process analytics give you the context to fully understand which interactions need improvement and what actions must be taken to drive those improvements. Process analytics are necessary for supercharging your derived insights with context.

Application Visualizer: Verint Application Visualizer gives contact centre managers objective, real-time data on application usage to manage agents, provide feedback and increase the capacity and productivity of on-site and work-from-home employees. With Application Visualizer, you can see the best practices of top-performing employees.

Cloud Platform: Verint is a cloud platform connectable to other data analysis solutions for better insights. With Verint's interaction context, you can improve and automate quality management. Additionally, it enables you to leverage data for multi-modal, omnichannel interaction management.

Verint Pricing

Verint does not offer any pricing information on its official website, as it offers personalized subscription plans. You can fill out the customer engagement transformation form to get in touch with Verint's sales team.

2. Splunk

Splunk is unified security, analytics and observability platform that takes you from visibility to action. Splunk's extensible data platform unlocks innovation, drives resilience and enhances security. Moreover, it helps you use business data to tackle problems and discover game-changing opportunities.

Splunk Features

Here are some exclusive features of Splunk:

Cloud Platform: Splunk is hosted on the cloud and offers cutting-edge capabilities to tackle evolving use cases. You can use real-time stream processing to collect, process and distribute data to Splunk. Additionally, Splunk lets you trigger and correlate searches across your diverse data ecosystem.

Advanced Threat Detection: Splunk helps you prevent security incidents before they cause irrevocable damage through early and rapid behaviour-based detection. Splunk lets you monitor data for malicious behaviour and identify anomalies. You can then utilize the latest threat research to uncover stealthy adversaries.

Application Modernization: With Splunk, you can measure the impact of software changes, understand service health and consistently deliver great customer experiences. Splunk's real-time, directed troubleshooting ensures you get end-to-end visibility without any dead ends or blind spots.

SOC Automation and Orchestration: Splunk empowers your security teams to work smarter, boost productivity and respond faster by automating and orchestrating security operations processes. With Splunk, you can stop being reactive and use automation to create a proactive security operations team.

IT Modernization: Splunk helps you accelerate IT innovation without compromising service reliability. You can use Splunk's AIOps to maximize impact. It offers 360-degree monitoring with KPI-driven dashboards and predictive alerting to prevent outages from affecting end users.

Splunk Pricing

Splunk offers 4 Business solutions to help you incorporate data analysis and business intelligence.

The "Splunk Security Solutions" offers custom pricing and modernizes your security operations with advanced analytics and automated response.

The "Splunk Observability Solutions" is priced at $15/host/month upon annual billing and helps you deliver high-performing applications and better customer experiences.

The "Splunk Cloud Platform" has custom pricing and lets you search, analyze and act on your data insights.

The "Splunk Enterprise Platform" has custom pricing and offers private cloud or on-premise deployment.

3. PowerBI

With PowerBI, you can quickly connect to data and prepare, remodel or visualize it. PowerBI mainly works on business intelligence and helps you create amazing data experiences. You can get the most out of your big data investments by connecting your data sources and sharing insights across the organization.

PowerBI Features

Here are some exclusive features of PowerBI:

Unify Self-service and Enterprise analytics: PowerBI meets both self-service and enterprise data analytics requirements. You can access powerful semantic models, an application lifecycle management toolkit, open connectivity framework and pixel-perfect paginated reports. PowerBI is a flexible platform that serves all business industries.

Industry-leading AI: With PowerBI, you can take advantage of the latest advances in Microsoft AI to build machine learning models. It helps you swiftly find insights from structured or unstructured data. PowerBI has the best-in-market AI capabilities and amplifies your business decisions through quality data insights.

Improved Publishing Efficiency: PowerBI allows you to quickly identify differences and move content from development and testing to production with confidence. Additionally, it ensures your datasets are ready for analysis by preparing them beforehand. PowerBI provides unrivalled publishing efficiency.

Analytics Streaming: PowerBI provides you access to real-time analytics from factory sensors or social media sources. It helps you anticipate negative sentiments around your business or uncover hidden trends so you can make timely business decisions to improve your brand image.

Actionable Insights: PowerBI connects with the Microsoft business ecosystem to help you turn your data into a competitive edge. With PowerBI, you can connect, combine and analyze your entire data estate. Additionally, PowerBI offers unparalleled Excel interoperation by connecting excel data models and reports to its dashboard.

PowerBI Pricing

PowerBI offers 2 Pricing options for its business intelligence and analytics platform.

The "Pro" plan is priced at $9.99/user/month and offers live dashboards, self-service analytics and insight sharing.

The "Premium" plan is priced at $20 /user/month and offers all available features of PowerBI.

4. Knime

Knime is used worldwide to solve complex problems around human resources, diversity and talent-related data for the company. Knime helps you productionize data science and implement the strategies faster for better impact. With Knime, you can gain valuable hidden insights by merging or transforming different data sets.

Knime Features

Here are some exclusive features of Knime:

Workflow Builder: Knime lets you create visual workflows for data analytics using its drag-and-drop graphical interface. You can model each step of data analysis, control the flow and ensure your work is current. Knime's workflow builder helps you automate data merging and collection so you can focus on analysis and reporting.

Data Shaping: With Knime, you can derive statistics, including mean, quantiles and standard deviations. You can also clean data through normalization, value handling or conversion. Knime helps you detect out-of-range values with its anomaly detection algorithms. Additionally, Knime lets you extract and select features to prepare your data sets.

Machine Learning and AI: Knime allows you to build machine learning models for classification, regression or clustering. You can optimize the model performance with hyperparameter optimization, bagging or building complex ensembles. Moreover, Knime enables you to validate models by applying performance metrics.

Data Insights: With Knime, you can visualize your data in classic or advanced charts. It displays the summary statistics in the Knime table and lets you filter out irrelevant entries. Additionally, you can store processed data or analytics results and export reports to share them with stakeholders.

Execution Scaling: Knime allows you to build workflow prototypes so you can explore various analysis approaches. You can inspect and save intermediate results to ensure the efficient discovery of new solutions. Moreover, Knime lets you exercise the power of in-database processing on Apache Spark.

Knime Pricing

Knime offers an on-demand pricing quote for its subscription plans. You can click "Pricing" and tap "Contact us". Next, fill out the required form, and Knime's sales team will contact you.

5. SAS

SAS drives confident decisions, maximum value and faster outcomes. With its fully integrated, open-source, cloud-native technology platform, you can predict how to pivot seamlessly and amplify your progress. Moreover, SAS is familiar with practically every business industry and delivers tailored products for each sector.

SAS Features

Here are some exclusive features of SAS:

Advanced analytics: SAS offers data mining within its platform to help you simplify preparation and interact intuitively using dynamic charts. SAS uses composite AI to help you push the boundaries of innovation and solve problems. With SAS, you can easily predict future trends based on your data sets.

Data Management: SAS' data management technology empowers every process within your organization. It's a crucial part of the SAS platform. SAS helps in transforming analytics programs into big opportunities by deriving insights constantly and unleashing the full potential of your data.

Decisioning: Effective decisioning is crucial for every business to scale swiftly. However, most business decisions are data-driven. SAS prepares your data, so every received insight is actually valuable. It helps you make transparent and explainable decisions to build long-term trust. With SAS Reality-tested AI, you can simulate different scenarios.

Risk Management: SAS recently acquired Kamakura Corporation, a leading risk management software provider for the banking sector. SAS has proven methodologies to help you establish a risk-aware culture, optimize capital and liquidity, and meet regulatory demands.

Marketing: SAS reimagines your marketing campaigns with its trusted analytics and powerful decisioning. Adaptive planning, journey activation and a real-time decision engine allow you to create appealing, moments-based customer experiences that boost profitability and brand loyalty.

SAS Pricing

SAS is available for free on the Azure marketplace. However, you have to incur infrastructure costs.

Why use Analytics Software at all?

Most of the business data like; videos, customer chats, or IoT network input is complex and unstructured. This data is a goldmine for your business, but only when you can use it. Modern data analytics systems that are powered with AI, machine learning and advanced database technologies can help you comprehend and analyze big data.

You can use the insights from data analytics software to make confident and faster decisions. Instead of being buried under an Everest of big data, intelligent technologies like data analytics platforms help you take that mountain and break it down into manageable, organized blocks.

Why should Call Centres use Speech Analytics Software?

Speech analytics seeks to break down every call transcript you have going through your call centres. It then gives you the opportunity to identify quantitative and qualitative variables throughout a given call. Speech analytics enables you to understand the key variables and factors driving performance.

By incorporating speech analytics, you can combine sales and business acumen with a data-driven culture to create a long-term solution where all stakeholders involved can succeed.

Having all the calls that go through your call centres and the ability to analyze them deeply can greatly benefit your business. You can understand customer concerns and convert more leads by rerouting them.

Additionally, speech analytics simplifies the process of analyzing calls for data-driven insights. You can go through years of call records within minutes by utilizing the power of AI, big data and machine learning.

Speech analytics software enables your sales representative and call centre executives to know customer behaviour from past interactions.

Speech Analytics Software for Call Centres, A Summary

Speech analytics software is a great tool to empower your call centre and employees by analyzing past phone calls and customer interactions. It helps you uncover behavioural patterns and make strategic business decisions that are beneficial long term.

Verint offers a quality speech analytics platform with sentiment analysis and AI-driven conversational themes. It is our suggested pick for the best speech analytics software that suits call centres. Visit the website to get started.

Get Real Advice From A Real Person, For Free.

No sales pitches. Just real experts helping you solve your problem.
We only get paid when you choose to start with the vendor that we think is the best match for your needs. 
Let us help you. But first, tell us about your business. - Step 1 of 3