Top 10 Call Analytics Software

Introduction

Calls are not just a way to build relationships with your customers but they are also a gateway to achieve all your business goals!! Curious to know how??
Call analytics and call analytics software are your answer!!

Calls are a treasure trove of valuable information related to the needs & demands of the customers, the level of agent productivity, identifying pain points, and growth opportunities. With call analytics, each of the things can be done at ease!! In this article, we’ll tell you how call analytics helps, how call analytics software caters to all your business needs, some of the best call analytics software, and reasons why Emitrr stands out among the rest!! So sit back and keep reading!! 

What is Call Analytics Software?

Call analytics software enables businesses to monitor, measure, and interpret phone communications with customers or clients. Generally, they integrate with CRM, phone systems, and all other business tools to consolidate call data, creating comprehensive reports. These systems can review patterns in communications, identify where problems may occur, and highlight areas that can be improved. Such software is very important for any company using phone calls as a primary communication mode for sales, support, or service.

Key Metrics Tracked by Call Analytics Software

Benefits of Call Analytics Software

Improved Customer Service

Call analytics software helps businesses monitor and evaluate customer interactions in real-time, which leads to a better understanding of customer needs and pain points. Through the analysis of call data, such as call duration, sentiment, response time, and resolution effectiveness, businesses can identify areas where customer service can be improved. As per statistics around 56% of organizations report that using speech analytics tools has enhanced their customer experience.

Enhanced Sales Performance

call analytics platform helps the sales team gain insight into the customer’s behavior and the calls that are being made. It identifies success factors such as the effectiveness of pitches, the outcome of calls, and objections from customers. With this kind of metric, businesses can give targeted training to their sales teams, enhance the sales scripts, and formulate strategies to convert leads into sales better. The recordings can also be used for coaching, helping sales representatives improve their techniques and raise their performance.

Operational Efficiency

Call center analytics tools automatically help businesses reduce the work of assessing and managing customer interactions. Time used in manually listening to and analyzing calls is, therefore, greatly reduced. The software will categorize and score calls very quickly according to the chosen metrics, which leaves more staff time for strategic activities. 

Better Marketing Insights

Call analytics software offers greater insights about customers. And through patterns of customer inquiries, common pain points, and language during calls, businesses can detect trends, market demands, and customer preferences. This kind of information is helpful for marketers to build more targeted campaigns, better segment their audience, and develop messaging that appeals to particular customer groups. With this, marketing efforts are more efficient and have a greater chance of conversion.

Data-driven Decision Making

Call analytics software provides a trove of data that one can analyze in order to make informed, data-driven decisions. Using the insights from call metrics, businesses can immediately adjust their strategies, optimize processes, and fine-tune their approach to various areas, from customer service to sales to marketing.

What Industries Should Use Call Analytics Software?

Any industry that relies on inbound calls to attract customers would benefit from call center data analytics software. Phone calls are highly critical for sectors dealing with high-value, complex, or urgent purchases. Such industries include automotive, home services, B2B, technology, financial services, e-commerce, healthcare, education, insurance, travel and hospitality, senior living, retail, lead generation, direct response, real estate, among others.

Automobile Industry

In the automotive industry, around 69% of customers schedule appointments by calling. Call analytics software helps automobile dealerships and service centers track call volumes, identify customer needs, and optimize scheduling, ensuring they never miss an appointment opportunity.

Healthcare Industry

80% of dental patients schedule appointments over the call. Whereas 88% of appointments come in over the phone. For healthcare providers, call analytics software can enable patient engagement, streamline scheduling, and monitor the efficacy of marketing campaigns. Healthcare businesses can better manage patient inquiries, reduce missed calls, and enhance customer service by examining call metrics.

Legal Sector

Statistics say that approximately 66% of prospective clients contact lawyers or law firms by calling. Call analytics helps law firms track call volume, identify the most common legal inquiries, and evaluate the success of their marketing efforts. 

Real Estate

Around 60% of real estate shoppers say that they called after searching online. Call analytics is particularly useful for tracking inquiries about properties, assessing the effectiveness of online listings at driving phone leads, and understanding what potential buyers are asking about. By analyzing this data, real estate agents can enhance their response strategies, reduce missed opportunities, and improve their sales processes.

Insurance Industry

72% of insurance shoppers buy offline after talking to call center or a local agent.  Understanding the reasons for calls from customers allows insurers to fine-tune their marketing efforts, improve customer support, and ultimately increase conversion rates.

Key Features to Look for in Call Analytics Software

Call Tracking and Recording

Call tracking and recording are the core features of call analytics software. It allows businesses to capture all customer interactions, store call recordings, and track key metrics such as call duration, wait time, and resolution time. This data is critical for performance evaluation, quality control, and training purposes. Hence it is important to look for a call analytics software that has call tracking and recording features.

Real-Time Analytics

While looking for a call analytics software it is important to opt for one which has the capability of offering real-time analytics. Real-time analytics enable immediate access to call data so that managers can monitor calls in real time. This is where businesses can immediately make changes during an interaction to ensure customer satisfaction or resolve a situation on the spot.

Sentiment Analysis

Sentiment analysis, through natural language processing, gives an idea of the emotional tone of a customer’s voice during a call. The business can understand the frustration, satisfaction, or confusion the customer is experiencing. Sentiment early identification helps businesses to address the issues at a nascent stage before it may become issues, improving the satisfaction and retention of customers.

Speech-to-Text & Keyword Detection

Speech-to-text conversion and keyword detection help businesses transcribe calls automatically and identify critical words or phrases. This enables more efficient call analysis by allowing businesses to quickly locate and review important parts of the conversation. Keyword detection can help identify recurring topics or customer concerns, providing valuable insights into product or service improvements.

Call Transcription and Tagging

Call transcription and tagging features are important to have in a call analytics software as it transforms spoken words into text and categorises calls according to topics, keywords, or customer issues. This makes it easier to analyze trends in calls, customer sentiments, and the performance of the agents. Tagging helps companies classify calls into common themes so reporting and issue tracking becomes simpler.

Integration with CRMS

Integrating call analytics software with Customer Relationship Management systems is essential for creating an overall view of customer interaction. This integration links data regarding calls with customer profiles in CRM, giving a good insight into customer history, preferences, and previous interactions. In fact, CRM integration would also personalize the approach, smooth workflow, and improve follow-ups.

How Call Analytics Software Improves ROI

Cost Reduction through More Efficient Call Handling

Analytics about calls helps to optimize the call center with insights in terms of volume, time of peak demand, and agents’ efficiency. With all this data analysis, it allows them to streamline staffing schedules to ensure that they have the right agents working at times of high demand and eliminates idle time. Automating routing on calls and enhancing the processes of resolving calls will improve quicker, more efficient handling, resulting in lower operational costs and optimizing usage of resources.

Boost in Sales Through Better Targeting and Performance Analysis

The call analytics software gives insights into customer interaction such as buying signals, objections, and interests. It therefore gives businesses the opportunity to identify the trends and patterns into customer behavior while making sales efforts more effective; for example, selling to the customer relevant products or services as per previous conversations. It also helps evaluate the performance of sales agents, allowing companies to fine-tune their sales strategies, improve conversion rates, and ultimately boost revenue.

Reduced Customer Churn by Identifying and Resolving Pain Points

Customer calls are also a source of information for discovering common pain points or areas that cause repeated issues that make customers dissatisfied or churn. The business can flag and solve the area if the customers often complain about a particular product feature or service. This helps companies enhance their services, address customer complaints faster, and minimize the chances of a customer switching to a competitor. Potential issues can also be identified early to retain customers and decrease churn rates.

Better Agent Performance via Continuous Feedback and Insights

Call analytics software provides real-time feedback on agent performance, including metrics like call handling time, customer satisfaction scores, and adherence to scripts or protocols. This allows businesses to identify areas where agents excel or struggle. Continuous insights into agent performance enable personalized coaching, training, and development, ensuring agents are equipped with the skills they need to perform at their best. As agents improve, the quality of service also rises, contributing to better customer experiences and higher ROI.

Enhanced Overall Customer Experience Leading to Increased Loyalty and Lifetime Value

Call analytics software enables businesses to track some key metrics such as the call resolution time, the first-call resolution rates, and the customer sentiment. These data provide insights into the areas for improvement of the customer experience. Through an understanding of the needs and preferences of the customers, businesses can deliver more personalized service, leading to increased customer satisfaction. Thus, customers are likely to be loyal, make repeat purchases, and recommend the company to others which also increases their lifetime value.

Top 10 Call Analytics Software for Businesses

1. Emitrr
2. Talkdesk
3. Aircall
4. Vonage
5. CallRail
6. Invoca
7. Nextiva
8. Dialpad
9. Twilio
10. Five9

1. Emitrr

What is Emitrr? 

Emitrr is an all-in-one solution that has quickly become one of the most sought-after call analytics software platforms. It offers businesses a comprehensive and actionable understanding of customer interaction. Its wide array of features such as AI-powered sentiment analysis, real-time monitoring, call recording & monitoring, seamless integration, and a lot more makes it one of the best choices for every business irrespective of their size. 

What makes Emitrr unique among its peers is that the company offers strong, AI-powered capabilities, providing both high-level overviews and granular details that make it an excellent phone call analysis software for businesses looking to enhance customer service, sales, and operations efficiency. H

ere is a detailed look at this software:

Emitrr Features

• AI-Powered Call Analytics: Uses artificial intelligence to analyze customer data and call context, ensuring calls are routed to the most suitable agent for the situation.
• Interactive Voice Response (IVR): IVR provides an automated system that allows callers to navigate through options and self-serve, reducing the need for live agent interaction.
• Queue Callback: Offers customers the option to receive a callback rather than wait in a queue, improving customer satisfaction and reducing drop-offs.
• Real-Time Analytics and Reporting: Delivers immediate insights into call patterns, agent performance, and customer satisfaction, enabling quick adjustments to optimize operations.
• CRM Integration: Connects with CRM systems to give agents instant access to customer details, enhancing personalization and efficiency during interactions.
• Automatic Call Distribution (ACD): Efficiently routes incoming calls to available agents based on preset rules, such as skills or availability, reducing wait times and enhancing service.
• Call Monitoring: Enables supervisors to listen to live calls for real-time quality assurance and agent coaching without alerting the customer.
• Performance Metrics: Tracks key performance indicators (KPIs) such as call duration, resolution time, and customer satisfaction to evaluate agent effectiveness and operational success.
• Queue Management: Manages call queues by organizing and prioritizing them, ensuring timely responses, and preventing caller frustration.
• Ratings/Reviews: Collects customer feedback on calls to assess service quality and identify areas for improvement.
• Real-Time Analytics: Provides immediate data on call activity, enabling businesses to respond quickly to changing customer needs and operational challenges.
• Real-Time Data: Offers live, up-to-date insights into call traffic, agent performance, and customer satisfaction to help optimize service delivery on the fly.
• Real-Time Monitoring: Allows managers to track ongoing calls and agent activities, ensuring quality control and immediate support where needed.
• Real-Time Notifications: Sends instant alerts for important events, such as missed calls, escalations, or service level breaches, allowing for quick intervention.
• Real-Time Reporting: Generates up-to-the-minute reports that provide insights into ongoing performance, helping businesses make informed decisions immediately.
• Reporting & Statistics: Provides detailed reports and visual statistics to help businesses assess trends, patterns, and performance metrics over time.
• Call Routing: Directs incoming calls to the appropriate team or agent based on predefined criteria like skills, availability, or customer needs.
• Call Tracking: Monitors and records the origin and outcome of calls to gather insights on customer behaviors and assess the effectiveness of marketing campaigns.
• Call Transfer: Allows agents to transfer calls seamlessly to another agent or department, ensuring that the customer is connected with the best person for their needs.
• Caller ID: Displays the caller’s details, including past interactions and preferences, to the agent, enabling a more personalized and efficient response.

Emitrr Pros

• Intuitive and Easy-to-Use Interface: Emitrr’s user-friendly dashboard ensures that even non-technical users can navigate this call center speech analytics software with ease, making it accessible for all.
• Seamless Integration with Third-Party Tools: Emitrr effortlessly integrates with over 1,000 third-party applications, streamlining workflows and boosting overall productivity.
• Unparalleled Customer Support: Emitrr is known for its outstanding customer service, offering quick responses and a high level of commitment to solving issues efficiently.
• Flexible and Cost-Effective Pricing Plans: With highly adaptable and affordable pricing options, Emitrr caters to businesses of all sizes, providing a solution that fits within various budgets.
• Comprehensive Communication Features: Emitrr offers a wide range of communication tools, including advanced call analytics and management features, to address diverse business needs.
• CRM Workflow Automation: Emitrr simplifies business operations by automating customer relationship management (CRM) tasks, increasing efficiency and allowing teams to focus on high-value activities.
• User-Centric Design: Emitrr’s platform is crafted for ease of use, ensuring a smooth experience for all users, regardless of their technical background.

Emitrr Cons

While top-tier call analytics software already provides a range of texting features, even more advanced capabilities are expected to be launched in the near future!

Emitrr Pricing

Emitrr offers the most affordable and flexible pricing option, starting at just $30  per month. 

Emitrr Integrations

Emitrr offers 500+ integrations across different industries such as dental, recruiting, real estate, etc. with tools like:

• MailChimp
• Denticon
• AthenaHealth
• Zapier
• Salesforce
• HubSpot
• Facebook
• HouseCall Pro
• Slack 
• And more!

Emitrr Rating 

• Capterra: 4.8/5
• G2: 4.7/5

Emitrr Reviews

“AWESOME. I would recommend it to anyone looking for a messaging platform. Especially love having a text-friendly retail number that is the SAME as the number we’ve always had.”

“Great Company , Confident , Relentless. Will definitely get Job done. Excellent Customer Service .”

Source: Capterra

2. Talkdesk

What is Talkdesk?

Talkdesk is another cloud-based call analytics platform that offers an array of features such as auto dialer, call recording, call analytics, call screening, call tagging, webchat, SMS and a lot more!! Not only this, it also offers multi-channel communication which not only includes voice, but also SMS, video and social media communication that help offer businesses a seamless communication experience. Let’s have a quick look at this call center analytics software:

Talkdesk Features

• Call Logging: The process of recording key details about each call for future reference and analysis.
• Interaction Tracking: Monitoring and recording all forms of customer interactions, including phone calls, emails, and chats, to enhance service.
• Call Recording: Capturing the content of calls for training, quality assurance, and compliance purposes.
• Call Monitoring: Supervising live calls to ensure agents are adhering to company standards and providing quality service.
• Automatic Outbound Dialer: A system that automatically dials a list of phone numbers and connects answered calls to an available agent.
• Auto-Dialer: A tool that speeds up outbound calling by dialing numbers automatically, connecting calls once answered.
• Call Tagging: Labeling calls with tags to categorize them by issues or importance, helping to track and prioritize effectively.
• Call Screening: A feature that allows agents to assess the call before answering, helping to prioritize or block unwanted calls.
• Call Scripting: Predefined guidelines for agents to follow, ensuring consistent and effective communication with customers.

Talkdesk Pros

• Easy Configuration and Intuitive User Interface: Setting up Talkdesk is simple, with helpful built-in reports and a modern, user-friendly interface.
• Outstanding Customer Success Management: The customer success team is proactive, constantly innovating to enhance the platform’s features and capabilities.
• Reliable Calls: Customers say call reliability is outstanding, facilitating a smooth and efficient transition to remote work for users.
• Seamless Salesforce Integration and Comprehensive Training: Integration with Salesforce is seamless, and the training provided by the Talkdesk team is highly praised, along with excellent ongoing customer support.

Talkdesk Cons

• App Performance Issues and Slow Response Time: Occasionally, the app experiences performance problems, such as slow call responses, forcing customers to use the web version instead.
• Unhelpful Support Fixes: Sometimes the solutions offered to fix issues worsen the problem, causing frustration and regret for users who chose Talkdesk.
• Headset Compatibility Issues: Some headsets don’t work well with the app, causing difficulties in taking notes during calls or handling communications smoothly.
• Incompatibility with Google Voice: Talkdesk does not integrate with Google Voice, leading to lost clients who depend on that service.

Talkdesk Pricing

This phone call analysis software offers various pricing options:

• CX Cloud Essentials Plan: $85/user/month 
• CX Cloud Digital Essentials Plan: $85/user/month
• CX Cloud Elevate Plan: $115/user/month
• CX Cloud Elite Plan: $145/user/month

Talkdesk Integrations

Talkdesk integrates with various third-party apps and software, including:

• Slack
• Rippling
• Shopify
• Zoho
• Freshdesk
• Piperdrive
• Nimble
• Intercom
• Userlike

Talkdesk Ratings

• Capterra – 4.5 
• G2 – 4.4 

Talkdesk Reviews 

“They tell you to fix it one way, and it gets way worse. It was my decision to get this, and was a really bad mistake.”

“Lack of search function for the calls is one of the biggest pain points. You need to go through all the chats and find the one you are looking for, Instead of just having a search bar that would allow you to search calls to a specific number. Other things could be the issue with some providers, causing trouble to make calls”

Source: Capterra

3. Aircall

What is Aircall?

Aircall is another call center speech analytics software that is specially designed for call center speech analytics software that comes with an array of features such as call analytics, call conferencing, voicemail, and a lot more. Not only this call center analytics software also excels in supporting SMS and MMS messaging. Here is a quick look at this software:

Aircall Features 

• Call Logging: The process of recording essential details about each call for future reference and analysis.
• Call Monitoring: Actively listening to live calls to ensure quality standards and agent performance.
• Call Recording: Capturing the audio of a call for training, compliance, or quality assurance purposes.
• Call Reporting: Generating reports based on call data to assess performance and identify trends.
• Call Tagging: Assigning labels or tags to calls based on their purpose or outcome for easier tracking.
• Call Tracking: Monitoring and analyzing call data to assess performance, trends, and customer interactions.
• Call Tracking Metrics: Key performance indicators (KPIs) like call duration, wait time, and resolution rate to evaluate call center efficiency.
• Call Transfer: The action of moving an active call to another agent or department for further assistance.
• Interaction Tracking: Monitoring and recording interactions across multiple communication channels to better understand customer needs and improve service quality.

Aircall Pros

• Flexible Calling Options and Reliable Call Quality: Aircall offers dependable call quality, and users can make calls from mobile devices, providing flexibility in communication.
• Clear and Simple Onboarding with Excellent Support: The onboarding process is straightforward, and the customer support team is responsive and proactive in assisting users.
• User-Friendly Interface: The platform boasts an intuitive interface that makes managing calls and personalizing settings easy and efficient.

Aircall Cons

• Frequent Connection Issues and Call Drops: Users face regular issues with dropped calls and poor connection quality, which disrupt communication.
• Lack of Caller Region Information: A missing feature that would display the caller’s region, which would be valuable for improving customer service and experience.
• Billing Mistakes and Unnotified Overcharges: Some users are charged for unused licenses for several months without prior notice, leading to disputes and refund requests.
• Syncing Problems with Call Logs: There are occasional issues with syncing call logs, resulting in missing call data and recordings that do not appear as expected.

Aircall Pricing

This call center analytics software offers different pricing plans, including;

• Essentials: $30/license
• Professional: $50 /license
• Custom: You can also customize this plan as per your need/25-licenses minimum

 Aircall Integration

This phone call analysis software can be integrated with various tools:

• Google Drive
• Slack
• Mailchimp
• Rippling
• Shopify
• Hubspot CRM
• Zapier
• Freshdesk
• Pipedrive

Aircall Ratings

• Capterra –  4.3 
• G2 –  4.3 

Aircall Reviews

“Poor call quality, ridiculous pay terms and cancelation policy”

“Their billing department charged my account for licenses I didn’t use and now I’m asking for a refund. The sad part is that I didn’t notice they’ve been doing that for many months now on my account. “

Source: Capterra

4. Vonage

What is Vonage?

Vonage is a call center speech analytics software that offers businesses various channels of communication including voice, video, and data communications. This call center analytics software is a centralized interaction platform equipped with features such as call logging, call monitoring, call tracking, call routing, and a lot more!! Let’s have a quick look at this phone call analysis software:

Vonage Features

• Call Logging: Recording key details of each call, such as duration, time, and outcome, for tracking and analysis.
• Call Monitoring: Observing or listening to active calls to ensure quality standards are met and to assist agents if needed.
• Call Recording: Capturing the audio of calls for purposes such as training, quality assurance, or compliance.
• Call Routing: Directing incoming calls to the appropriate agent or department based on predefined criteria or availability.
• Call Transfer: The process of forwarding an active call from one agent to another or to a different department to ensure better assistance or resolution of specific issues.
• Business Call Routing: A system designed to route incoming calls to the right agent, department, or location based on specific criteria like availability, language, or customer needs.
• Call Scripting: Using structured scripts or guidelines for agents to follow during calls, ensuring consistent communication and improved customer service.
• Call Center Management: The practice of overseeing and optimizing call center operations, including managing staffing, performance, and workflow to ensure efficiency.

Vonage Pros 

• User-Friendly with High-Quality Voice: Customers find Vonage easy to use, and they appreciate the excellent call quality, considering it a top choice for their business needs.
• Good Value Despite Higher Price: Though it comes at a higher cost, users believe the software’s quality and features make it worth the investment.

Vonage Cons

• Latency and Call Delays on Mobile from Home: Users report significant delays and lag when answering office calls on their mobile phones while working from home, leading to call disruptions.
• Challenges Reaching Customer Support: Customers struggle to quickly reach customer service for urgent issues, sometimes leaving them without phone service for extended periods.
• Ongoing Billing Issues: Frequent billing discrepancies create frustration for users, prompting some to consider switching to another service.
• Unhelpful and Rude Customer Support: The customer support team is often described as uncooperative and rude, especially when addressing billing or pricing concerns, with users sometimes facing ultimatums.

Vonage Pricing

This call center analytics tool offers different pricing options:

• Mobile plan: Starts at $10.49 per user/month
• Premium plan: $17.49 per user/month
• Advanced plan: $24.49 per user/month

Vonage Integrations

This call center analytics tool offers integrations with various third-party software: 

• Salesforce Sales Cloud
• LiveAgent
• Microsoft Outlook
• Pipeline CRM
• TenFold
• Bullhorn ATS & CRM
• VanillaSoft
• LoanPro

Vonage Ratings

• Capterra – 4.1
• G2 – 4.3 

Vonage Review

“If something goes wrong your business Will be without phones for several days as you cannot get in contact with customer service immediately.”

“everything it never worked, we were told constantly by sales and our pm that we had these features but every time we tried to use them we had to pay an additional fee for them or even if they existed in vonage”

Source: Capterra

5. CallRail

What is CallRail?

CallRail is another mobile call data record analysis software that focuses on catering businesses with its advanced conversation intelligence for better customer service. This call center analytics tool offers features such as call tracking, call analytics, real time tracking, data visualization and a lot more!! Here is a quick look at this call center analytics tool: 

CallRail Features

• Call Monitoring: Actively listening to live calls to ensure quality standards are met and to provide real-time support if needed.
• Call Recording: Capturing and storing the audio of phone calls, typically for training, compliance, or quality assurance purposes.
• Call Reporting: Generating reports based on call data to assess performance, identify trends, and make data-driven decisions.
• Call Tracking: Monitoring and analyzing the progress of calls to measure performance, track issues, and identify areas for improvement.
• Call Tracking Metrics: Key performance indicators (KPIs) used to evaluate call performance, such as call duration, response time, and resolution rates.
• Call Transcription: Converting audio recordings of calls into text for easier analysis, review, and reference.
• Real-Time Analytics: The process of analyzing data in real time to gain immediate insights into performance and customer behavior.
• Real-Time Data: Data that is processed and made available instantly, allowing for immediate decision-making and responsiveness.
• Real-Time Monitoring: Observing live calls and interactions as they happen to ensure performance standards are being met.
• Real-Time Reporting: Generating reports on live data as it comes in, allowing for immediate action and adjustments based on current performance.
• Reporting & Statistics: The process of compiling and analyzing data to generate reports and statistics that inform decision-making and performance improvement.

CallRail Pros

• Simplicity and User-Friendliness: Customers appreciate how easy it is to use the platform, finding its intuitive design and convenient features a major plus.
• Effective for Call Tracking and Lead Assessment: Customers find it especially useful for monitoring call quality and lead potential, making it an essential tool for evaluating and optimizing campaigns.
• Outstanding Customer Service: Customers value exceptional customer service, noting that the company is responsive to feedback and continuously works to improve the product based on user suggestions.

CallRail Cons

• Uncertainty About Effectiveness: Customers say that they are uncertain about the platform’s effectiveness because they were unable to fully test its capabilities before committing to a paid plan.
• Excessive Spam Calls: Customers share their  frustration by the high volume of spam and robo calls, expressing a desire for a solution to reduce these irrelevant calls.

CallRail Pricing

This call center data analytics software offers different pricing plans:

• Call Tracking: $ 45/mo 
• Call Tracking + Conversation Intelligence: $ 90/m 
• Call Tracking + Form Tracking: $ 90/mo
• Call Tracking Complete: $ 135/mo

CallRail Integrations

This call center data analytics software offers integrations with various platform including:

• Slack
• WordPress
• Salesforce
• Wix
• Hubspot
• Zapier
• Housecall Pro

CallRail Ratings

• Capterra – 4.5
• G2 – 4.6

CallRail Reviews

“CallRail Not Intuitive or Feature Friendly “

“It’s very clanky and unorganized. It’s outdated and highly in need of some upgrades. I hate how you constantly have to refresh and sometimes I still miss text messages.”

Source: Capterra

6. Invoca

What is Invoca?

Invoca is one of the call tracking and analytics platforms designed for optimizing marketing in business through an analysis of phone calls, and understanding all the interactions. This call center speech analytics software is popular among businesses for its extensive offerings of features such as call tracking & attribution, real time reporting, call recording, call transcription, and a lot more!! Let’s have a look at this call center analytics software:

Invoca Features

• Call Monitoring: The process of observing live calls to assess quality, provide real-time support, or ensure compliance with company standards.
• Call Recording: Capturing and storing phone conversations for purposes such as quality control, training, or legal compliance.
• Call Reporting: Generating reports from call data to analyze performance, identify trends, and measure key metrics.
• Call Routing: Directing incoming calls to the appropriate agent or department based on predefined criteria like skill set, availability, or priority.
• Call Tracking Metrics: Key performance indicators used to measure the effectiveness of calls, such as call duration, response time, and conversion rates.
• Caller ID: Displaying the incoming caller’s information, such as phone number or name, to help agents personalize the interaction.
• Conversion Tracking: Monitoring and analyzing customer actions or behavior after a call to determine how effectively calls drive conversions or sales.
• IVR (Interactive Voice Response): An automated system that interacts with callers through pre-recorded messages and menus to route them to the appropriate department.
• Keyword Tracking: Monitoring which keywords or phrases lead to successful calls or conversions, often used in marketing and advertising campaigns.
• ROI Tracking: Measuring the return on investment (ROI) from call-based activities, helping businesses evaluate the effectiveness of their call campaigns.

Invoca Pros

• Excellent Customer Support: Customers appreciate the responsive and helpful customer support, which has significantly improved their digital campaign performance.
• Superior Dashboard and Support: Customers who have used other solutions feel that Invoca stands out with its intuitive dashboard, strong implementation support, and dedicated account management.
• Customization and Call Auditing: Customers appreciate the ability to tailor phone numbers and test lines, ensuring thorough auditing and better control over call tracking.

Invoca Cons

• Account Permissions and Clarity Issues: Users find it a bit cumbersome to navigate their account settings to understand what features or permissions they have.
• Confusing Employee Permissions: The complexity of managing employee permissions creates confusion for users who need clarity on what each role can access.
• Cost and Targeting Concerns: Users appreciate the quality of the call data but feel it lacks precision and that the pricing is higher compared to similar solutions.

Invoca Pricing

This call center data analytics software offers three types of pricing plans which include:

• Pro
• Enterprise
• Elite

Invoca Integrations

• Google Analytics 360
• HubSpot CRM
• Marketo Engage
• Salesforce Marketing Cloud
• Liine
• CallTools
• Fullstory
• NinjaCat

Invoca Ratings

• Capterra – 4.5
• G2 – 4.6

Invoca Reviews

“I do not like a single thing about the company!! POOR CUSTOMER SERVICE!!”

“Although the phone call data is good, its not as highly targeted as it could be. Also, it seems to cost more than other similar platforms.”

Source: Capterra

7. Nextiva

What is Nextiva?

Nextiva is a call analytics platform that offers multichannel communication such as voice, video, and messaging services. This phone call analysis software not only offers omni channel communication but also provide businesses with a comprehensive dashboard for tracking various performance metrics such as call volume, response times, wait times and more!! Let us have a look at its features, pros, cons etc:

Nextiva Features

• Call Logging: Recording key details of each call, such as duration, time, and outcome, for easy tracking and future reference.
• Call Monitoring: Observing live calls between agents and customers to ensure quality and provide real-time support or coaching.
• Call Queues: Organizing incoming calls into a waiting line and distributing them to available agents based on predefined rules or availability.
• Call Recording: Capturing and storing phone conversations for purposes such as quality control, training, or compliance.
• Call Reporting: Generating reports from call data to assess performance, track trends, and inform business decisions.
• Call Scheduling: Setting up specific times for calls to take place, often for follow-ups or appointments with clients.
• Call Screening: Reviewing call information before answering to decide whether to accept, reject, or prioritize the call.
• Call Tracking Metrics: Key performance indicators (KPIs) that measure various aspects of call activity, such as response time, duration, and conversion rate.
• Data Analysis Tools: Software tools that analyze and process data to extract insights, track performance, and support decision-making.
• Reporting/Analytics: Tools and processes that generate detailed reports and insights from data to evaluate performance and identify trends.

Nextiva Pros

• Ease of Use and High-Quality Calls: Customers appreciate the user-friendly system and the excellent call clarity, which significantly improves communication.
• Value for Money: Users are satisfied with the comprehensive VoIP solution offered at an attractive price, delivering great value for the investment.
• System Reliability: The system is dependable, with minimal downtime, ensuring uninterrupted connectivity with both clients and internal teams.

Nextiva Cons

• Service Quality Issues: Customers frequently experience interruptions, such as dropped calls, phone disconnections, and lost voice packets, affecting communication quality.
• Contract and Billing Problems: Unnotified auto-renewals of contracts have led to unexpected charges, causing frustration among users.
• Unresolved Technical Issues: Despite multiple support requests, problems with malfunctioning auto attendants, CRM, and SMS integrations have not been fully addressed.

Nextiva Pricing

This call analytics platform offers different types of pricing plans:

• Core: $35 /user/mo
• Engage: $50 /user/mo
• Power Suite: $75 /user/mo

Nextiva Integrations

• Google Workspace
• Microsoft Teams
• Rippling
• HubSpot CRM
• Zoho CRM
• Zendesk Suite
• Microsoft Outlook
• ServiceNow
• Act!

Nextiva Ratings

• Capterra – 4.6 
• G2 – 4.5 

Nextiva Reviews

“Advanced features are frustrating to learn for someone without a lot of experience”

“Service is spotty, Calls get dropped, Phones disconnect from service, Voice Packets get lost. Forever ongoing contract auto-renewals without notifications to the client.”

Source: Capterra

8. Dialpad

What is Dialpad?

Dialpad is a comprehensive platform that allows businesses to have seamless communication with their customers across various channels including live chat, email, and voice. This call analytics platform also offers call analytics services that help businesses to track various metrics and measure customer support performance. Here is a quick look at this call center analytics tool:

Dialpad Features

• Call Logging: Recording key details about each call, such as duration, time, and outcome, for tracking and reporting purposes.
• Call Monitoring: Observing live calls to ensure quality, provide real-time support, and evaluate agent performance.
• Call Recording: Capturing and storing phone conversations for quality control, training, or legal compliance.
• Call Reporting: Generating reports from call data to analyze performance, track trends, and inform business strategies.
• Call Routing: Directing incoming calls to the most appropriate agent or department based on predefined rules such as skills or availability.
• Call Scheduling: Setting up specific times for calls to take place, such as follow-ups or client appointments.
• Call Tracking Metrics: Measuring key performance indicators (KPIs) such as call duration, response time, and conversion rates to assess call center efficiency.
• Call Transfer: Moving an active call from one agent to another or to a different department to better address customer needs.
• Performance Metrics: Key indicators used to evaluate and measure the effectiveness of call handling, agent productivity, and overall service quality.
• Visual Analytics: Using visual representations like graphs and charts to analyze data and identify patterns, trends, and insights.
• Sentiment Analytics: Analyzing customer interactions to gauge the emotional tone of calls, helping businesses assess customer satisfaction and concerns.

Dialpad Pros

• Supportive Customer Service: Customers appreciate the prompt and effective support, highlighting the system’s ease of use and affordability for their team.
• Affordable and Reliable Communication Solution: Users value the cost-effectiveness and reliability of the service, although they suggest avoiding the desk phone option.
• Feature-Rich Desktop and Mobile Apps:  Users find the desktop and mobile apps feature-rich, with great call quality, enhancing flexibility for their team.

Dialpad Cons

• Call Connection and Communication Issues:  Customers experience recurring issues with poor call connections, resulting in frustrating communication problems.
• Delayed Mobile Call Notifications: Users have encountered delays in receiving mobile notifications, leading to missed calls and potential customer service gaps.
• Missed Calls Without Notifications: Customers report issues where calls don’t properly connect, resulting in missed call alerts that aren’t accompanied by any notification.

Dialpad Pricing

This call center data analytics software offers different pricing plans:

• Standard: $15 user/month
• Pro: $25 user/month
• Enterprise: Custom pricing

Dialpad Integrations

• Slack 
• Google Workspace
• Salesforce
• Rippling
• Hubspot CRM
• Zapier
• Miro

Dialpad Rating 

• Capterra – 4.5
• G2 – 4.4 

Dialpad Reviews

“AVOID!!! THESE GUYS ARE VERGING ON SCAMMING HIDING BEHIND SMALLPRINT”

“Does not work, & customer service can not fix.”

Source: Capterra

9. Twilio

What is Twilio?

Twilio is a one-stop call analytics platform that offers businesses seamless integration with different types of communication channels. This call analytics platform offers various features which include voice insights, call tracking, IVR, call logging, and a lot more!! Let’s have a quick look at this call center speech analytics software: 

Twilio Features

• Call Center Management: Overseeing and optimizing the operations of a call center, including agent performance, staffing, and workflows.
• Call Conferencing: A feature that enables multiple participants to join and communicate on the same call simultaneously, useful for team discussions or client collaboration.
• Call Logging: The process of recording key details about each call, such as time, duration, and outcome, to maintain an accurate record for future reference.
• Call Monitoring: Observing live calls to ensure quality, provide feedback, or offer real-time assistance to agents to improve customer interactions.
• Call Recording: Capturing and storing audio of phone conversations, often used for training, quality assurance, or legal compliance.
• Call Routing: Directing incoming calls to the most appropriate agent or department based on predefined criteria, like agent skills or availability.
• Call Scripting: Providing agents with predefined scripts to ensure consistent communication and improve the efficiency of customer interactions.
• Call Tagging: Adding labels or tags to calls to categorize them based on specific criteria, such as issue type or urgency, for easier tracking and management.
• Call Tracking Metrics: Key performance indicators (KPIs) that help assess call center efficiency, including response times, call resolution rates, and customer satisfaction.
• Reporting & Statistics: Generating reports and statistical analyses based on call data to evaluate performance and inform strategic decision-making.
• Reporting/Analytics: Tools and processes used to gather, analyze, and visualize call data to identify trends, measure effectiveness, and optimize operations.
• ROI Tracking: Monitoring and calculating the return on investment (ROI) from call center activities, helping to evaluate the financial impact of call-based initiatives.

Twilio Pros

• Easy API Integration and Helpful Support: Users find Twilio’s API straightforward to integrate, with responsive support that helps resolve issues efficiently.
• Good Documentation and Seamless Integrations: Customers appreciate the thorough documentation and smooth integration process, along with the added benefit of a free trial to explore the platform.
• Effective for Team Communication and Record Keeping: Customers highlight how Twilio helps with team collaboration and maintaining records of virtual meetings, ensuring seamless communication.

Twilio Cons

• Connection Issues and Lack of Clarity: Users mention that connection problems are sometimes difficult to diagnose, leading to delays in resolving issues.
• Poor Customer Support: A common complaint is the limited direct customer support, leaving some users feeling dissatisfied with their service experience.
• Complications with WhatsApp Integration: Customers point out the challenges of connecting Twilio with WhatsApp, specifically due to Facebook’s involvement, which was not made clear upfront.
• Website Navigation and Setup Complexity: Users find it difficult to navigate the website and set up features, even with the available documentation, leading to some frustration.

Twilio Pricing

This call center analytics software SMS pricing is based on the number of SMS volumes. Its pricing for the same starts at $0.0069 and goes up to $0.0079. 

Twilio Integrations

Twilio offers integrations with various third-party software: 

• WordPress
• Google Forms
• MailChimp
• HubSpot CRM
• Zoho CRM
• Housecall Pro
• Zapier
• Airtable
• Freshdesk

Twilio Ratings

• Capterra  – 4.4  
• G2 – 4.2 

Twilio Reviews

“My overall experience has been really bad – primarily because there is no way to talk with a human.”

“Level of customer service – our issue with the US carrier has been handled for more than 2 weeks with no success. And Twilio is based in the US. Use of AI in Customer support – no result, tons of disappointment. Kicking the ticket from one department to another knowing the importance of the matter for us and our customers.”

Source: Capterra

10. Five9

What is Five9?

Five9 is a comprehensive cloud-based call center analytics tool that has a range of features for business optimization of customer service operations. This phone call analysis software has advanced analytics capabilities that allow businesses to track real-time performance metrics, such as call volume, wait times, and agent performance. Here are its features, pros, cons and more!!

Five9 Features

• Call Monitoring: Listening to live calls to evaluate quality, provide coaching, or ensure compliance with standards.
• Call Recording: Capturing and storing phone conversations for quality assurance, compliance, training, or dispute resolution.
• Call Reporting: Generating detailed reports on call activity, performance, and metrics to evaluate effectiveness and identify trends.
• Call Routing: Directing incoming calls to the most appropriate agent, department, or location based on predefined rules or criteria.
• Call Scheduling: Setting specific times for calls to occur, such as appointments or follow-ups, ensuring timely communication.
• Call Screening: Reviewing incoming calls before answering to prioritize important calls and filter out unwanted ones.
• Call Scripting: Providing agents with pre-written scripts to follow during calls, ensuring consistent messaging and efficient communication.
• Call Tracking: Monitoring and recording calls to evaluate their effectiveness, track marketing campaign success, or assess customer service quality.
• Call Tracking Metrics: Key performance indicators (KPIs) that measure aspects such as call volume, conversion rates, or resolution times to assess success.
• Real-Time Reporting: Generating reports on live data to assess performance in the moment and quickly identify areas for action or improvement.
• Recording: The process of capturing and storing audio or video of calls or interactions for quality assurance, training, or compliance.
• Reporting & Statistics: Gathering and analyzing data to generate reports and statistics, helping businesses evaluate performance and make data-driven decisions.
• Reporting/Analytics: Using tools and processes to analyze and visualize call data, providing insights into performance, trends, and areas for improvement.

Five9 Pros

• Ideal for High-Volume Call Centers: The platform is highly scalable, designed to efficiently support call centers with heavy inbound and outbound call loads.
• Comprehensive Omnichannel Support: Five9 allows call centers to manage all customer interactions from one platform, improving the efficiency and consistency of service.
• Robust Analytics for Performance Tracking: The platform’s powerful analytics tools allow businesses to gain valuable insights into call center performance and make informed improvements.

Five9 Cons

• Costly for Small Businesses: While Five9 offers robust features, its pricing may not be as affordable for businesses with smaller budgets or fewer resources.
• Steep Learning Curve: While powerful, Five9’s features and interface may be overwhelming for new users, requiring a period of training and adjustment to maximize its potential.

Five9 Pricing

• $100 per user per month

Five9 Ratings

• G2: 4.0
• Capterra: 4.2

Five9 Integration

• Salesforce
• Zoho
• Freshdesk
• Zendesk
• Gong.io
• Grow
• Textdrip

Five9 Reviews

“Easy to use but Crashes Constantly”

“Poor support, no ownership over their product, daily crashes.”

Source: Capterra

Why Emitrr is the Best Call Analytics Software for Your Business

Advanced AI-Powered Features

Emitrr utilizes advanced AI to give out insights that traditional call analytics cannot. This capability with AI also aids in call tagging and categorization as well as predictive analytics so that businesses can be more anticipatory of the needs of their customers and respond more effectively.

Real-Time Call Analytics

Emitrr offers real-time analytics so that businesses can track calls in real-time. This gives managers instantaneous insight into the performance of agents, customer satisfaction, and call results. With real-time data in your pocket, you can easily address issues on the call, and optimize operational efficiency. The feature keeps businesses agile and responsive to customer needs, which means superior service delivery.

Seamless Integration with Your Existing Systems

Emitrr goes well with others which means it stands out when it comes to integration with your existing software. It understands the importance of integration as seamless integration means that all your data from customer interactions, feedback, call histories, and everything in between are stored and accessible in one centralized system. 

Easy-to-Use Interface

With its extensive features, Emitrr offers an intuitive interface that does not require you to be technically trained.  This makes it super easy for you to operate the platform without any comprehensive technical training. Whether you are a newbie to technology or a trained professional you can operate the platform at ease.

Scalability for Growing Businesses

Emitrr is built to grow with your business. Whether you’re a small startup or well-established business, Emitrr excels at scaling with your needs and demands. It can handle a large volume of calls along with an increasing number of employees or agents without any modifications or extra charges.  This scalability ensures that Emitrr remains a valuable tool for businesses as they expand.

Excellent Customer Support

Emitrr is dedicated to providing high-grade customer support to assist you as you make the best use of the software. From setting up to training and troubleshooting to optimizing the platform’s features, Emitrr got you covered in terms of support. Responsive customer service, combined with wide-ranging training resources, enables you to experience easy implementation and, consequently, sustained success with the software.

Offers Great Value for Money

Emitrr offers great value for money with no hidden charges, Emitrr has specifically designed to cater to almost all businesses irrespective of their size.It offers cost-effectiveness as a call center data analytics software for businesses to improve their call analytics without going over budget because it brings AI-powered insights, real-time analytics, seamless integration, and scalable capabilities into the software. 

Call Recording and Transcriptions

Emitrr is one of the best call analytics software that specializes in call recording and transcription. It offers a comprehensive call center speech analytics software to businesses that can help them enhance customer interactions and operational efficiency. It automatically records and transcribes calls with high accuracy, making it easy to review conversations, analyze customer sentiment, and track agent performance. 

To know more about voicemail transcription, check out our YouTube video:

Focus on Customer Experience

Emitrr’s features are designed to improve customer experience. Real-time feedback, sentiment analysis, and call-driven insights are used to help businesses understand customer satisfaction and make proactive steps to improve service quality. This leads to higher customer retention rates and better overall satisfaction.

Frequently Asked Questions

Conclusion

Phone calls are more important than ever as they are the source of important customer insights that can boost overall business performance. And with so many options available in the market it gets difficult to decide which one to opt for!! So after careful consideration and analysis, we have come up with the solution that Emitrr stands out as the top choice for every business not only for its extensive features but also for performing the best in every category be it customer support value for money or scalability!!! If you are also a business owner and confused about where to start and want to know how Emitrr can transform your business with its call analytics then book a demo now!!