Top Call Center Speech Analytics Software to Boost Customer Insights and Agent Performance

Introduction

Delivering excellent customer service begins with understanding what your customers are truly saying—and feeling. That’s where call center speech analytics software makes a difference. These powerful tools utilize AI and NLP to analyze conversations, providing in-depth insights into customer sentiment, agent performance, and service quality.

With automated call monitoring software with speech analytics, businesses can go beyond call recordings to detect trends, ensure compliance, and coach agents more effectively. Whether you run a small contact center or a large enterprise, the right speech analytics call center software can transform how you understand and act on every interaction.

This guide highlights the best speech analytics software in the market, breaking down their core features, strengths, reviews, pricing, and use cases—so you can confidently choose the best fit for your business needs.

What is Call Center Speech Analytics Software?

Call center speech analytics software refers to advanced tools that transcribe and analyze voice interactions between agents and customers. Unlike basic call recording, these solutions utilize AI and Natural Language Processing (NLP) to interpret the content and context of conversations, offering actionable insights.

Key Outcomes

• Enhanced Customer Experience (CX): By detecting sentiment, tone, and keywords in real time, businesses can identify customer frustrations, preferences, and expectations, allowing for personalized responses and proactive issue resolution that significantly improves satisfaction and loyalty.
• Improved Agent Performance: Managers can use detailed conversation analysis to deliver targeted coaching, highlight strengths and weaknesses, and ensure consistent quality, ultimately leading to more confident, empathetic, and effective customer service agents.
• Compliance Assurance: The software flags potential breaches in script adherence or regulatory violations, helping organizations maintain industry compliance standards while minimizing legal risks and avoiding penalties from missed disclosures or inappropriate language.
• Strategic Decision-Making: By analyzing large volumes of call data, businesses can identify recurring issues, emerging customer needs, and performance gaps, turning raw voice data into valuable insights that inform marketing, sales, and operational strategies.

Key Features to Look For in Speech Analytics Software

When selecting the best call center analytics software, it’s important to focus on features that enhance both operational efficiency and customer experience. Below are the essential capabilities to consider:

1. Real-time and Post-call Transcription: Provides instant and accurate conversion of voice to text during or after calls. This feature ensures that every word is captured for analysis, enabling quicker decision-making, trend recognition, and compliance validation.
2. Sentiment and Emotion Analysis: Uses AI to interpret tone, pitch, and word patterns to assess customer sentiment. It helps businesses understand how customers feel during interactions, enabling teams to tailor their responses and enhance overall satisfaction.
3. Keyword Spotting and Compliance Tracking: Automatically detects specific keywords, phrases, or language related to compliance. This is crucial for ensuring script adherence, identifying potential legal issues, and tracking discussions related to promotions or policies.
4. Multilingual Support: Enables analysis of conversations in multiple languages, making it ideal for global businesses. It ensures consistent quality monitoring across regions and supports diverse customer demographics without language limitations.
5. Customizable Dashboards and Alerts: Allows managers to set personalized metrics, create visual reports, and receive alerts based on custom triggers. This enhances the monitoring of KPIs, streamlines oversight, and identifies performance gaps in real-time.
6. AI/NLP-driven Recommendations: Leverages machine learning and natural language processing to suggest improvements in scripts, agent responses, and workflows. These insights help enhance training, customer handling, and service consistency.
7. Seamless Integration: Ensures smooth compatibility with existing systems like CRM, VoIP, helpdesk, and ticketing tools. This centralizes data, enhances agent productivity, and supports a unified view of the customer journey.

Top 10 Call Center Speech Analytics Software

1. Emitrr
2. Verint
3. Genesys Cloud CX
4. JustCall
5. Observe.AI
6. Talkdesk
7. Five9
8. Nextiva
9. Avaya OneCloud
10. CallMiner

Let’s explore the top tools reshaping the future of customer service through speech analytics call center software.

1. Emitrr

Emitrr is an AI-powered communication platform designed for small to mid-sized businesses. It offers multi-channel support, including voice and SMS, along with intelligent call handling and analytics to enhance customer engagement and operational efficiency.

Core Features:

• AI-driven call handling
• Multi-channel support (voice, SMS)
• Call analytics dashboard
• Smart auto-reply system
• CRM integrations

Pros:

• Affordable pricing for small teams
• User-friendly interface
• Quick setup and deployment

Cons:

• Limited advanced analytics features
• May not scale well for large enterprises

Reviews: 4.7 out of 5 stars on G2

Pricing:

• Standard Plan ($20/user/month): Includes AI-powered call handling, multi-channel support (voice, SMS), call analytics dashboard, smart auto-reply system, and CRM integrations. Perfect for small to mid-sized teams seeking essential call center analytics software features.
• Professional Plan ($35/user/month): Adds real-time dashboards, sentiment analysis, automated reporting, AI-driven predictive analytics, and advanced CRM & app integrations. Ideal for growing businesses that require enhanced insights and automation for improved customer experience and operational efficiency.

Support Channels: Email, live chat, phone, and a comprehensive knowledge base.

2. Verint

Verint Speech Analytics is a cloud-based solution that transcribes and analyzes calls to provide actionable insights, helping businesses improve customer experience, ensure compliance, and enhance agent performance.

Core Features:

• Real-time and post-call transcription
• Sentiment and emotion analysis
• Compliance tracking
• Trend and root cause analysis
• Integration with various CRM systems

Pros:

• Comprehensive analytics capabilities
• Scalable for large enterprises
• Robust compliance features

Cons:

• Complex setup and configuration
• Higher cost compared to some competitors

Reviews: 4.4 out of 5 stars on G2

Pricing: Custom pricing is available based on your business needs.

Support Channels: Email, phone support, live chat, and an extensive knowledge base.

3. Genesys Cloud CX

Genesys Cloud CX is a comprehensive contact center solution that offers AI-powered speech and text analytics to enhance customer interactions, agent performance, and operational efficiency across multiple channels.

Core Features:

• Omnichannel support (voice, chat, email, social)
• Real-time and historical analytics
• AI-driven sentiment analysis
• Workforce engagement management
• Integration with CRM and other business tools

Pros:

• Scalable and flexible platform
• User-friendly interface
• Strong AI and automation capabilities

Cons:

• Steeper learning curve for advanced features
• Premium features can be costly

Reviews: 4.3 out of 5 stars on G2

Pricing:

• Cloud CX 1 (AUD 98/user/month, billed annually): Designed for voice-only contact centers, this plan includes voice channels, call routing, speech-enabled IVR, outbound campaigns, analytics and reporting, unified communications, interaction recording, knowledge management, native bots, predictive engagement and routing, plus Agent Copilot.
• Cloud CX 2 (AUD 149.5/user/month, billed annually): Ideal for omnichannel contact centers with built-in quality assurance and compliance. Adds digital channels, omnichannel routing, and enhanced compliance features to the CX 1 plan.
• Cloud CX 3 ($AUD 201.5 user/month, billed annually): For omnichannel centers with full workforce engagement management (WEM) capabilities, including employee performance, resource management, AI-powered forecasting, scheduling, and speech/text analytics.
• Cloud CX 4 ($3AUD 312ser/month, billed annually): The most comprehensive plan, offering advanced AI experiences with Agent Copilot, journey management, social listening, virtual agents, supervisor Copilot, plus all features from CX 3, optimized for enhanced AI-driven customer and agent engagement.

Support Channels: Email, phone support, live chat, and a detailed knowledge base.

4. JustCall

JustCall is a cloud-based phone system with integrated speech analytics, designed to enhance team performance and customer interactions through real-time insights and automation.

Core Features:

• Real-time transcription and analytics
• Sentiment analysis
• AI-based scoring and feedback
• CRM integrations
• Call recording and monitoring

Pros:

• Easy to set up and use
• Affordable for small to mid-sized businesses
• Comprehensive analytics features

Cons:

• Limited advanced features for large enterprises
• Occasional call quality issues reported

Reviews: 4.3 out of 5 stars on G2

Pricing:

• Team ($29/user/month, billed annually, minimum 2 users): A business phone system with CRM integrations. Features include local numbers in over 70 countries, free calling and SMS credits, AI-powered call transcription and summaries, a messaging suite (SMS, MMS, WhatsApp), IVR and call menu setup, team performance analytics, API access, and an optional AI voice agent add-on.
• Pro ($49/user/month, billed annually, minimum 2 users): Includes everything in Team, plus power dialer, bulk SMS campaigns, live call monitoring & coaching, queue callback, intelligent call routing, Salesforce CTI integration, advanced roles and permissions, enhanced analytics and reporting, higher API limits, and the AI voice agent add-on.
• Pro Plus ($89/user/month, billed annually, minimum 2 users): Includes all Pro features with added multi-channel AI notetaker, SMS co-pilot, coaching comments, real-time agent assist lite, AI-powered script compliance lite, AI call scoring, custom & standard moments, sentiment analysis, and the AI voice agent add-on.
• Business (Custom pricing, minimum 10 users): Enterprise-grade solution with unlimited calling & SMS, Single Sign-On, enterprise-grade SLA and compliance (HIPAA, GDPR), personalized onboarding, real-time agent assist, full AI-powered script compliance, dedicated phone support, maximum API rate limits, and AI voice agent add-on.

Support Channels: Email, live chat, phone support, and a comprehensive help center.

5. Observe.AI

Observe.AI is a contact center AI platform that transcribes and analyzes 100% of voice calls, providing real-time agent assistance, automated quality assurance, and actionable insights to improve customer experience and agent performance.

Core Features:

• Real-time agent assistance
• Automated QA for all interactions
• Sentiment and emotion analysis
• Performance coaching insights
• Integration with existing contact center tools

Pros:

• Enhances agent performance with real-time guidance
• Comprehensive analytics and reporting
• Scalable for large contact centers

Cons:

• Premium pricing may be a barrier for small businesses
• Requires integration with existing systems

Reviews: 4.6 out of 5 stars on G2

Pricing: Pricing is customized to meet your specific contact center needs. Contact Observe.AI sales for a tailored quote.

Support Channels: Email, live chat, phone support, and a detailed knowledge base.

6. Talkdesk

Talkdesk is a cloud-based call center solution that helps businesses improve customer satisfaction while simultaneously reducing customer support costs. It uses interactive voice response (IVR), automatic call distribution (ACD), and skills-based routing to ensure callers are directed to the most qualified agents.

Core Features:

• AI-powered customer self-service tools
• Real-time and historical reporting dashboards
• Omnichannel support including voice, chat, and email
• Integration with CRM systems like Salesforce and Zendesk
• Workforce management and optimization tools

Pros:

• Boosts team productivity through robust analytics and efficient call management
• Intuitive and user-friendly interface

Cons:

• Some users report experiencing frequent call drops, affecting reliability

Reviews: 4.4 out of 5 stars on G2

Pricing:

• CX Cloud Digital Essentials ($85/user/month): Includes Talkdesk Ascend AI, digital engagement (email, chat, SMS, social), Studio & Routing, API access, real-time dashboards, and mobile app. Ideal for digital-first teams.
• CX Cloud Voice Essentials ($105 per user per month): Adds voice engagement, quality management, feedback tools, and enhanced reporting. Suited for businesses needing a strong voice and digital capabilities.
• CX Cloud Elite ($165/user/month): All features from Essentials plus performance management, screen recording, workforce management, and proactive outbound tools. Designed for enterprise-scale operations.
• Industry Experience Cloud Editions ($225/user/month): Specialized solutions for banking, insurance, healthcare, retail, and government. Includes Elite capabilities, Talkdesk Ascend AI™, industry-specific integrations, and 99.999% uptime SLA.

Support Channels: Email, phone, live chat, and a comprehensive knowledge base.

7. Five9

Five9 is a cloud-based contact center platform that offers AI-driven speech analytics to enhance customer interactions, agent performance, and operational efficiency across various communication channels.

Core Features:

• Omnichannel support (voice, chat, email, social)
• Real-time and historical analytics
• AI-powered sentiment analysis
• Workforce optimization tools
• CRM integrations

Pros:

• Scalable and flexible platform
• Robust analytics capabilities
• Strong AI and automation features

Cons:

• Higher cost compared to some competitors
• Complex setup for advanced features

Reviews: 4.1 out of 5 stars on G2

Pricing:

• Digital ($119/month (36-month contract): Digital-only contact center solution with essential tools for chat, voice, email, SMS/MMS*, and social messaging channels. Perfect for global digital teams.
• Core ($119/month (36-month contract): Voice-only contact center with essential features supporting chat, voice, email, SMS/MMS*, and social messaging. Designed for global voice-focused operations.
• Premium (Contact Sales for pricing): Includes all Core features plus chat, email, and essential quality management tools to improve service and agent performance.
• Optimum (Contact Sales for pricing): All Premium features with added Workforce Engagement Management (WEM) to optimize agent scheduling and performance.
• Ultimate (Contact Sales for pricing): Comprehensive solution with Digital, Voice, WEM, advanced analytics, and essential quality management for data-driven contact center insights.

Support Channels: Email, phone support, live chat, and an extensive knowledge base.

8. Nextiva

Overview:

Nextiva is a cloud-based communication platform that offers a powerful combination of VoIP, call center tools, and analytics to streamline customer support operations. With built-in AI and automation, it enables businesses to track, analyze, and optimize every interaction across channels.

Core Features:

• Voice, email, SMS, and social channel support
• Real-time and post-call analytics with sentiment analysis
• Call recording and monitoring for training and quality assurance
• Automated call routing and IVR capabilities
• CRM and third-party integrations

Pros:

• Easy to set up with an intuitive user experience
• Reliable uptime with excellent voice quality
• Scalable for small to large enterprises

Cons:

• Limited customization for analytics dashboards
• Occasional delays in customer support response times

Reviews: 4.5 out of 5 stars on G2

Pricing:

• Digital – $20/user/month (billed annually, $25/month): Designed for startups, this plan provides omnichannel digital sales and service. Engage customers through their preferred channels, track social engagement, manage reviews, and utilize messaging apps and digital helpdesk features.
• Core – $30/user/month (billed annually at $36/month): Ideal for small teams, this plan includes everything in Digital, plus inbound/outbound voice, business SMS, video meetings, screen sharing, file sharing, and call routing with AI voicemail transcription and multi-device support.
• Engage – $40/user/month (billed annually $50 monthly): Perfect for growing teams delivering omnichannel customer experiences with live chat, chatbots, team messaging, toll-free numbers, advanced reporting, MS Teams integration, and web chat.
• Power Suite – $60/user/month (billed annually): Built for sales and service teams, this plan adds inbound call centers, priority routing, a unified team interface, a supervisor dashboard, and ACD callback, enabling high-volume call operations like those of a Fortune 500 company.

Support Channels: Email, phone, live chat, online ticketing, and a detailed support center.

9. Avaya OneCloud

Avaya OneCloud is a highly flexible CCaaS platform designed for businesses that want to modernize their contact centers with AI, omnichannel capabilities, and hybrid cloud deployment. It helps teams create meaningful, personalized customer experiences at scale.

Core Features:

• Omnichannel engagement (voice, video, chat, email)
• AI-driven conversational intelligence
• Real-time agent assistance and performance dashboards
• Workflow automation and intelligent routing
• Enterprise-grade integrations with CRM and ERP systems

Pros:

• Rich AI capabilities tailored for enterprise environments
• Multiple deployment options (public, private, hybrid cloud)
• Strong security and compliance standards (HIPAA, PCI)

Cons:

• Requires technical setup and longer onboarding time
• Pricing transparency can be limited

Reviews: 4.1 out of 5 stars on G2

Pricing: Avaya offers quote-based pricing depending on the scale, number of users, and features required. Businesses can select from tailored packages for voice, omnichannel, and AI enhancements.

Support Channels: Phone, email, live chat, support ticketing, and a global knowledge portal.

10. CallMiner

CallMiner is an AI-powered speech analytics platform that enables organizations to extract valuable insights from voice and text-based customer interactions. It’s known for its depth in conversation intelligence and real-time coaching capabilities.

Core Features:

• Real-time and batch call transcription
• Sentiment, intent, and emotion analysis
• Automated QA scoring and alerting
• Customizable dashboards and reporting
• Omnichannel analytics (calls, emails, chats, surveys)

Pros:

• Deep insights with scalable AI models
• High customization and tagging capabilities
• Strong focus on compliance and regulatory needs

Cons:

• Learning curve for new users
• It may be more costly for small teams

Reviews: 4.5 out of 5 stars on G2

Pricing: CallMiner offers customized enterprise pricing based on team size, interaction volume, and required features. Pricing details are provided on request.

Support Channels: Email, phone support, live chat, online documentation, and a dedicated customer success portal.

How to Choose the Right Speech Analytics Software for Your Call Center

Selecting the appropriate speech analytics call center software involves:

Defining Objectives: Start by clearly outlining your primary goals—whether it’s improving compliance, enhancing the customer experience, agent training, or a combination of these. Having defined objectives helps you choose software with the right features aligned to your business priorities.

Evaluating Integration Capabilities: Ensure the speech analytics software seamlessly integrates with your existing tools, such as CRM platforms, VoIP systems, and help desk solutions. Strong integration capabilities enable smoother data flow and better insights across all customer touchpoints.

Considering Scalability: Choose a solution that can scale as your call center grows in size or complexity. Whether you’re expanding teams, adding channels, or increasing call volume, your software should easily accommodate future business demands without performance issues.

Assessing AI Capabilities: Look for advanced AI-driven features such as real-time speech recognition, sentiment analysis, and emotion detection. High-performing AI ensures deeper conversation insights, improved decision-making, and enhanced customer and agent experiences over time.

Reviewing Support and Training Resources: Vendor support is crucial. Select providers that offer comprehensive onboarding, live training sessions, documentation, and customer service. Reliable support ensures smooth implementation and helps your team get the most from the software.

Benefits of Using Call Center Speech Analytics Software

Implementing call center speech analytics software offers numerous advantages:

Enhanced Customer Satisfaction: Call center voice analytics software helps identify customer pain points, preferences, and sentiment in real time. This enables agents to respond more effectively, personalize conversations, and ultimately deliver a better overall experience that boosts customer satisfaction and loyalty.

Improved Agent Performance: Managers can use analytics to pinpoint individual agent strengths and weaknesses. With data-driven feedback, they can provide targeted coaching, skill-building, and recognition, leading to more confident, capable agents and consistently higher service quality.

Faster Issue Resolution: By analyzing large volumes of conversations, the contact center analytics software detects recurring issues and bottlenecks quickly. This allows teams to proactively address problems, streamline workflows, and resolve customer concerns more efficiently, reducing call duration and repeat contacts.

Better Compliance Management: The software continuously monitors conversations for regulatory keywords, script adherence, and risky language. This proactive oversight helps ensure compliance with industry standards, mitigates risk, and reduces the chances of fines or legal exposure.

Informed Decision-Making: Speech analytics transforms voice data into actionable insights. Leaders can uncover trends, customer expectations, and operational gaps—empowering them to make smarter, faster business decisions that are grounded in real customer experiences.

Why Emitrr is a Top Choice

Emitrr stands out as a preferred call center speech analytics software by offering tailored, intuitive, and feature-rich solutions. It blends AI-powered analytics with automation and unmatched support, making it ideal for growing, modern contact centers.

Tailored Solutions: Emitrr is purpose-built for modern and scaling call centers, addressing unique business challenges. Its customizable workflows and analytics ensure that teams of all sizes can align the tool to their specific goals and processes effectively.

Comprehensive Features: Beyond speech analytics, Emitrr offers automation for call handling, smart replies, CRM integration, and real-time insights. This all-in-one platform helps improve efficiency, boost agent performance, and enhance customer experience without juggling multiple tools.

User-Friendly Interface: With an intuitive dashboard and simple navigation, Emitrr ensures teams can get started quickly. Agents and managers can easily access insights, monitor calls, and configure features, minimizing training time and maximizing productivity from day one.

Exceptional Support: Emitrr’s support team is known for being responsive, knowledgeable, and accessible. Whether it’s onboarding assistance or technical troubleshooting, businesses receive personalized help to resolve issues quickly and maintain operational continuity.

Competitive Pricing: Emitrr offers powerful features typically reserved for higher-priced solutions at an accessible rate. Its transparent pricing structure ensures businesses get enterprise-grade analytics and automation tools without straining their budget, delivering unmatched value.

Frequently Asked Questions

Conclusion

Choosing the right call center speech analytics software helps businesses improve customer service, support their agents, and stay compliant. A good platform makes it easier to understand what customers are saying and how agents are performing. It also helps find patterns, fix problems faster, and make better decisions.

When businesses pick software that fits their goals and can grow with them, it adds long-term value. Emitrr offers the tools and support you need to manage calls better.

If you’re ready to make your call center more efficient, book a free demo with Emitrr today and see how it works.