Best Contact Center Software with Speech Analytics Capabilities

Benefits of Contact Center Software with Speech Analytics capabilities include: Provides some level of analytics based on keywords and vocal tones.
Below are the top-rated Contact Center Software with Speech Analytics capabilities, as verified by G2’s Research team. Real users have identified Speech Analytics as an important function of Contact Center Software. Compare different products that offer this feature so you can decide which is best for your business needs.
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G2 takes pride in showing unbiased reviews on user satisfaction in our ratings and reports. We do not allow paid placements in any of our ratings, rankings, or reports. Learn about our scoring methodologies.

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Talkdesk
(2,505)4.4 out of 5
Entry Level Price:Free
10th Easiest To Use in Contact Center software
View top Consulting Services for Talkdesk
OverviewPros and Cons
Product Description

Talkdesk® is leading a new era in customer experience with Customer Experience Automation (CXA)—a new category and platform designed to automate the full complexity of modern customer journeys. CXA re

Users: Supervisor, Team Lead · Industries: Consumer Services, Computer Software · Market Segment: 60% Mid-Market, 20% Enterprise
Pros and ConsUser Satisfaction
ProsEase of Use, Efficiency, Features, Call Management, Helpful
ConsCall Issues, Technical Issues, Missing Features, Connection Issues, Poor Connectivity
User SatisfactionSeller Details
Talkdesk features and usability ratings that predict user satisfaction
8.9
Has the product been a good partner in doing business?
Average: 8.9
9.0
Concurrent Calling
Average: 8.8
8.8
Session Summary Notes
Average: 8.6
9.1
Administrator Access
Average: 8.9
Seller Details
Seller
Talkdesk
Company Website
Year Founded
2011
HQ Location
Palo Alto, CA
Twitter
@talkdesk
6,955 Twitter followers
LinkedIn® Page
www.linkedin.com
1,362 employees on LinkedIn®
Genesys Cloud CX
(1,530)4.4 out of 5
View top Consulting Services for Genesys Cloud CX
OverviewPros and Cons
Product Description

The Genesys Cloud CX™ platform is trusted by thousands of small, medium and large enterprises and recognized across the globe as an industry-leading cloud call center solution and customer experience

Users: Case Advocate, Manager · Industries: Information Technology and Services, Financial Services · Market Segment: 46% Mid-Market, 40% Enterprise
User Sentiment

Users like the platform's flexibility, scalability, and its ability to integrate with third-party systems, as well as its robust analytics and AI-driven insights that optimize customer experience and agent performance. Reviewers mentioned that the initial setup and configuration can be complex, especially for new users, and advanced features can be costly, which may be a challenge for smaller organizations.

Pros and ConsUser Satisfaction
ProsEase of Use, Features, Reliability, Efficiency, Intuitive
ConsLimited Features, Missing Features, Complexity, Inadequate Reporting, Learning Curve
User SatisfactionSeller Details
Genesys Cloud CX features and usability ratings that predict user satisfaction
8.5
Has the product been a good partner in doing business?
Average: 8.9
8.8
Concurrent Calling
Average: 8.8
8.3
Session Summary Notes
Average: 8.6
8.8
Administrator Access
Average: 8.9
Seller Details
Seller
Genesys
Company Website
Year Founded
1990
HQ Location
Menlo Park, CA
Twitter
@Genesys
32,280 Twitter followers
LinkedIn® Page
www.linkedin.com
8,498 employees on LinkedIn®
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Five9 Intelligent Cloud Contact Center Platform
(598)4.1 out of 5
View top Consulting Services for Five9 Intelligent Cloud Contact Center Platform
OverviewPros and Cons
Product Description

Founded in 2001 and headquartered in San Ramon, California, Five9 has evolved into a global CX leader with over 2,500 customers worldwide. As a pioneer in cloud contact center technology, Five9 serves

Users: Customer Service Representative · Industries: Consumer Services, Financial Services · Market Segment: 56% Mid-Market, 23% Small-Business
User Sentiment

Reviewers frequently mention the platform's ease of use, robust reporting capabilities, seamless integrations, and the ability to customize and modify call routing based on specific needs. Reviewers mentioned issues with the user interface, occasional glitches and connectivity problems, limitations in certain features without customization, and challenges in analyzing the comprehensive range of data available.

Pros and ConsUser Satisfaction
ProsEase of Use, Customer Support, Helpful, Features, Efficiency
ConsCall Issues, Missing Features, Complexity, Technical Issues, Poor Customer Support
User SatisfactionSeller Details
Five9 Intelligent Cloud Contact Center Platform features and usability ratings that predict user satisfaction
8.6
Has the product been a good partner in doing business?
Average: 8.9
8.7
Concurrent Calling
Average: 8.8
8.2
Session Summary Notes
Average: 8.6
8.7
Administrator Access
Average: 8.9
Seller Details
Seller
Five9
Company Website
Year Founded
2001
HQ Location
San Ramon, CA
Twitter
@Five9
14,842 Twitter followers
LinkedIn® Page
www.linkedin.com
2,968 employees on LinkedIn®
Amazon Connect
(74)4.5 out of 5
View top Consulting Services for Amazon Connect
OverviewPros and Cons
Product Description

Amazon Connect is an easy to use omnichannel cloud contact center that helps companies provide superior customer service at a lower cost. Over 10 years ago, Amazon’s retail business needed a contact c

Industries: Computer Software, Information Technology and Services · Market Segment: 50% Mid-Market, 35% Enterprise
Pros and ConsUser Satisfaction
ProsEase of Use, Efficiency, Customization, Easy Setup, Features
ConsComplex Features, Complexity, Difficult Setup, Improvements Needed, Initial Difficulties
User SatisfactionSeller Details
Amazon Connect features and usability ratings that predict user satisfaction
9.0
Has the product been a good partner in doing business?
Average: 8.9
8.9
Concurrent Calling
Average: 8.8
9.0
Session Summary Notes
Average: 8.6
9.3
Administrator Access
Average: 8.9
Seller Details
Seller
Amazon Web Services (AWS)
Year Founded
2006
HQ Location
Seattle, WA
Twitter
@awscloud
2,220,322 Twitter followers
LinkedIn® Page
www.linkedin.com
152,002 employees on LinkedIn®
Ownership
NASDAQ: AMZN
NiCE CXone Mpower
(1,728)4.3 out of 5
Entry Level Price:Starting at $71.00
View top Consulting Services for NiCE CXone Mpower
OverviewPros and Cons
Product Description

NiCE (NASDAQ: NICE) is transforming the world with AI that puts people first. Our purpose-built AI-powered platforms automate engagements into proactive, safe, intelligent actions, empowering individu

Users: Customer Service Representative, Supervisor · Industries: Consumer Services, Information Technology and Services · Market Segment: 52% Mid-Market, 34% Enterprise
Pros and ConsUser Satisfaction
ProsEase of Use, Features, Efficiency, Helpful, User Interface
ConsCall Issues, Technical Issues, Learning Curve, Missing Features, Poor Customer Support
User SatisfactionSeller Details
NiCE CXone Mpower features and usability ratings that predict user satisfaction
8.2
Has the product been a good partner in doing business?
Average: 8.9
8.9
Concurrent Calling
Average: 8.8
8.6
Session Summary Notes
Average: 8.6
8.9
Administrator Access
Average: 8.9
Seller Details
Seller
NiCE
Year Founded
1986
HQ Location
Hoboken, New Jersey
Twitter
@NICELtd
14,649 Twitter followers
LinkedIn® Page
www.linkedin.com
13,685 employees on LinkedIn®
Ownership
NASDAQ: NICE
3CLogic Cloud Call Center
(50)4.5 out of 5
OverviewPros and Cons
Product Description

3CLogic transforms customer and employee experiences with its patented and award-winning AI-powered cloud contact center solutions purpose-built to enhance today's leading CRM and Customer Service Man

Industries: Information Technology and Services · Market Segment: 44% Enterprise, 32% Mid-Market
Pros and ConsUser Satisfaction
ProsCustomer Support, Helpful, Efficiency, Positive Experience, Ease of Use
ConsLimited Customization, Lack of Customization, Connection Issues, Dashboard Issues, Implementation Delays
User SatisfactionSeller Details
3CLogic Cloud Call Center features and usability ratings that predict user satisfaction
9.3
Has the product been a good partner in doing business?
Average: 8.9
9.3
Concurrent Calling
Average: 8.8
8.3
Session Summary Notes
Average: 8.6
9.3
Administrator Access
Average: 8.9
Seller Details
Seller
3CLogic
Year Founded
2005
HQ Location
Rockville, Maryland
Twitter
@3CLogic
1,969 Twitter followers
LinkedIn® Page
www.linkedin.com
180 employees on LinkedIn®
Phone
800 350 8656
8x8 Contact Center
(241)4.1 out of 5
OverviewPros and Cons
Product Description

8x8 Contact Center is a cloud-based, AI-powered platform designed to unify and streamline customer support across voice, chat, email, video, SMS, RCS, messaging apps, and social media channels. It emp

Users: Operations Manager · Industries: Financial Services, Information Technology and Services · Market Segment: 55% Mid-Market, 35% Small-Business
User Sentiment

Reviewers like the user-friendly agent workspace, intuitive analytics, easy navigation, and the ability to manage multiple communication channels in one place, along with the software's ability to automatically evaluate performance and the robustness and reliability of the system. Reviewers experienced issues such as slow system response, occasional lags or freezes during peak hours, difficulty in navigating the email function, inaccurate translations, dropped calls, and a lack of direct phone support, along with challenges in user account creation and onboarding.

Pros and ConsUser Satisfaction
ProsEase of Use, Helpful, Customer Support, Features, Efficiency
ConsMissing Features, Poor Customer Support, Call Management, Complexity, Integration Issues
User SatisfactionSeller Details
8x8 Contact Center features and usability ratings that predict user satisfaction
8.4
Has the product been a good partner in doing business?
Average: 8.9
8.5
Concurrent Calling
Average: 8.8
8.0
Session Summary Notes
Average: 8.6
8.8
Administrator Access
Average: 8.9
Seller Details
Seller
8x8
Company Website
Year Founded
1987
HQ Location
San Jose, CA
Twitter
@8x8
11,059 Twitter followers
LinkedIn® Page
www.linkedin.com
2,847 employees on LinkedIn®
RingCentral Contact Center
(185)4.1 out of 5
View top Consulting Services for RingCentral Contact Center
OverviewPros and Cons
Product Description

RingCentral Contact Center is the AI platform for orchestrating workflows, agents & knowledge at unmatched precision and scale. Guide every customer interaction—across channels, teams, and moments

Industries: Computer Software, Consumer Services · Market Segment: 48% Small-Business, 36% Mid-Market
Pros and ConsUser Satisfaction
ProsEase of Use, Helpful, Intuitive, Customer Support, Efficiency
ConsCall Issues, Call Functionality, Call Quality Issues, Connection Issues, Poor Customer Support
User SatisfactionSeller Details
RingCentral Contact Center features and usability ratings that predict user satisfaction
8.0
Has the product been a good partner in doing business?
Average: 8.9
7.9
Concurrent Calling
Average: 8.8
7.9
Session Summary Notes
Average: 8.6
8.5
Administrator Access
Average: 8.9
Seller Details
Seller
RingCentral
Company Website
Year Founded
1999
HQ Location
Belmont, CA
Twitter
@RingCentral
62,167 Twitter followers
LinkedIn® Page
www.linkedin.com
6,678 employees on LinkedIn®
Mitel
(234)3.8 out of 5
Entry Level Price:$20.99 /user/month
View top Consulting Services for Mitel
OverviewPros and Cons
Product Description

Talk. Chat. Collaborate. Interact. MiCloud Connect is a full-featured collaboration and communication solution that empowers users to work more efficiently and productively no matter their location.

Users: Office Manager, IT Manager · Industries: Information Technology and Services, Financial Services · Market Segment: 47% Small-Business, 45% Mid-Market
Pros and ConsUser Satisfaction
ProsEase of Use, Easy Setup, Easy Access, Easy Implementation, Easy Integration
ConsPerformance Issues, Software Bugs, App Instability, Complex Reporting, Connection Issues
User SatisfactionSeller Details
Mitel features and usability ratings that predict user satisfaction
7.4
Has the product been a good partner in doing business?
Average: 8.9
8.7
Concurrent Calling
Average: 8.8
8.3
Session Summary Notes
Average: 8.6
7.1
Administrator Access
Average: 8.9
Seller Details
Seller
Mitel Networks
Year Founded
1972
HQ Location
Kanata, Ontario
Twitter
@Mitel
22,509 Twitter followers
LinkedIn® Page
www.linkedin.com
3,968 employees on LinkedIn®
Total Revenue (USD mm)
$1,300
Freshcaller
(132)4.1 out of 5
Entry Level Price:$39 /user/month, bille...
OverviewPros and Cons
Product Description

Freshdesk Contact Center (Formerly Freshcaller) is a simple and reliable cloud-based contact center software that helps businesses connect with customers in an affordable way. With phone numbers in 90

Industries: Information Technology and Services, Computer Software · Market Segment: 69% Small-Business, 25% Mid-Market
Pros and ConsUser Satisfaction
ProsEase of Use, Automation, Call Recording, Customer Communication, Dialing Features
ConsLack of Features, Contact Management, Contact Management Issues, Missing Features, Poor Customer Support
User SatisfactionSeller Details
Freshcaller features and usability ratings that predict user satisfaction
8.4
Has the product been a good partner in doing business?
Average: 8.9
8.6
Concurrent Calling
Average: 8.8
8.6
Session Summary Notes
Average: 8.6
9.0
Administrator Access
Average: 8.9
Seller Details
Seller
Freshworks
Year Founded
2010
HQ Location
San Mateo, CA
Twitter
@FreshworksInc
19,047 Twitter followers
LinkedIn® Page
www.linkedin.com
9,542 employees on LinkedIn®
Ownership
NASDAQ: FRSH
Avaya Experience Platform
(181)4.1 out of 5
View top Consulting Services for Avaya Experience Platform
OverviewPros and Cons
Product Description

The Avaya Experience Platform aims to turn moments with customers into momentum for businesses by making it easier to deliver memorable experiences across all channels and devices, at all times, givin

Users: Telecom engineer · Industries: Telecommunications, Information Technology and Services · Market Segment: 52% Enterprise, 34% Mid-Market
Pros and ConsUser Satisfaction
ProsCalling Features, Analytics, Call Quality, Connectivity, Ease of Use
ConsComplexity, Customization Difficulty, Difficult Implementation, Difficult Setup, Error Handling
User SatisfactionSeller Details
Avaya Experience Platform features and usability ratings that predict user satisfaction
7.9
Has the product been a good partner in doing business?
Average: 8.9
8.9
Concurrent Calling
Average: 8.8
8.3
Session Summary Notes
Average: 8.6
8.7
Administrator Access
Average: 8.9
Seller Details
Seller
Avaya
Year Founded
2000
HQ Location
Durham, North Carolina
Twitter
@Avaya
36,805 Twitter followers
LinkedIn® Page
www.linkedin.com
11,842 employees on LinkedIn®
Ownership
NYSE: AVYA
Bright Pattern
(98)4.4 out of 5
Entry Level Price:Free
OverviewPros and Cons
Product Description

Bright Pattern is the leading AI-powered, omnichannel contact center platform trusted by over 500 customers across 26 countries. Recognized for the fastest deployment time and highest ROI in the indus

Industries: Consumer Services, Telecommunications · Market Segment: 45% Mid-Market, 35% Small-Business
Pros and ConsUser Satisfaction
ProsData Management, Features
User SatisfactionSeller Details
Bright Pattern features and usability ratings that predict user satisfaction
9.2
Has the product been a good partner in doing business?
Average: 8.9
9.5
Concurrent Calling
Average: 8.8
8.6
Session Summary Notes
Average: 8.6
9.2
Administrator Access
Average: 8.9
Seller Details
Seller
Bright Pattern
Year Founded
2010
HQ Location
San Bruno, CA
Twitter
@BrightPatternUS
2,300 Twitter followers
LinkedIn® Page
www.linkedin.com
105 employees on LinkedIn®
Aspect Unified IP Contact Center
(19)4.3 out of 5
OverviewUser Satisfaction
Product Description

Today Alvaria has two proven and feature rich platforms that many of our customers rely on every day for inbound service and outbound engagement, Aspect Unified IP and Noble CC. Alvaria has taken the

Industries: Financial Services · Market Segment: 63% Enterprise, 37% Mid-Market
User SatisfactionSeller Details
Aspect Unified IP Contact Center features and usability ratings that predict user satisfaction
8.5
Has the product been a good partner in doing business?
Average: 8.9
8.9
Concurrent Calling
Average: 8.8
9.0
Session Summary Notes
Average: 8.6
9.2
Administrator Access
Average: 8.9
Seller Details
Seller
Alvaria, Inc.
Year Founded
2021
HQ Location
Atlanta, US
Twitter
@Alvaria_Inc
282 Twitter followers
LinkedIn® Page
www.linkedin.com
55 employees on LinkedIn®
Twilio Flex
(35)4.1 out of 5
OverviewPros and Cons
Product Description

Twilio Flex is a fully programmable cloud-based contact center platform designed to empower businesses with personalized, omnichannel customer engagement. It offers a unified interface that integrates

Industries: Information Technology and Services, Insurance · Market Segment: 37% Mid-Market, 29% Small-Business
Pros and ConsUser Satisfaction
ProsEasy Integration, Integrations, Chat Feature, Chat Features, Customizability
ConsLimited Features, Missing Functionality, Complex Features, Complexity, Complex Processes
User SatisfactionSeller Details
Twilio Flex features and usability ratings that predict user satisfaction
8.3
Has the product been a good partner in doing business?
Average: 8.9
8.6
Concurrent Calling
Average: 8.8
8.2
Session Summary Notes
Average: 8.6
8.8
Administrator Access
Average: 8.9
Seller Details
Seller
Twilio
Year Founded
2008
HQ Location
San Francisco, CA
Twitter
@twilio
81,548 Twitter followers
LinkedIn® Page
www.linkedin.com
6,627 employees on LinkedIn®
Ownership
NYSE: TWLO
Altitude Xperience
(44)4.0 out of 5
OverviewPros and Cons
Product Description

Altitude Xperience business package offers a cost effective, flexible and reliable solution for each business need. Delivered On Premise or Cloud. Altitude has a 25-year track record of industry rec

Industries: Banking, Telecommunications · Market Segment: 52% Enterprise, 39% Mid-Market
Pros and ConsUser Satisfaction
ProsCall Recording, Ease of Use, Easy Setup, Efficiency, Interactions Management
User SatisfactionSeller Details
Altitude Xperience features and usability ratings that predict user satisfaction
7.8
Has the product been a good partner in doing business?
Average: 8.9
8.3
Concurrent Calling
Average: 8.8
8.2
Session Summary Notes
Average: 8.6
8.1
Administrator Access
Average: 8.9
Seller Details
Seller
Enghouse Systems
Year Founded
1984
HQ Location
Markham
Twitter
@EnghouseInterac
2,426 Twitter followers
LinkedIn® Page
www.linkedin.com
1,311 employees on LinkedIn®
Ownership
ENGH (TSE)
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