Best Speech Analytics Software

Jeffrey Lin
JL
Researched and written by Jeffrey Lin

Speech analytics software analyzes ongoing or recorded calls and detects emotional cues for quality assurance. The software uses similar technology found in voice recognition software where spoken language is analyzed using artificial intelligence. However, speech analytics differs from voice recognition in that the latter is concerned with just speech transcription and identifying the speaker, while the former provides emotional analysis and sentiment analysis for performance insights.

Speech analytics tools help call center representatives and managers identify when customers are agitated, confrontational, or stressed. It allows them to adapt and improve their representative’s future performance by coaching them on how to react to difficult situations and providing satisfactory customer support. Speech analytics solutions either integrate with or are offered as a preloaded feature of contact center software.

To qualify for inclusion within the Speech Analytics category, a product must:

Record or analyze calls in real time
Provide insight into the emotional state of customers in real time or after the fact
Generate quality assurance reports to improve performance of call center representatives
Archive all recorded calls
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Best Speech Analytics Software At A Glance

Leader:
Genesys Cloud CX
Genesys Cloud CX
Highest Performer:
Voiso
Voiso
Easiest to Use:
Mihup
Mihup
Top Trending:
Creovai
Creovai
Best Free Software:
Convin.ai
Convin.ai
Show LessShow More
Easiest to Use:
Mihup
Mihup
Top Trending:
Creovai
Creovai
Best Free Software:
Convin.ai
Convin.ai

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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150 Listings in Speech Analytics Available
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Genesys Cloud CX
(1,529)4.4 out of 5
2nd Easiest To Use in Speech Analytics software
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: Manager, Case Advocate · 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: 9.3
8.2
Quality of Support
Average: 9.0
8.9
Ease of Use
Average: 9.0
8.5
Ease of Admin
Average: 8.8
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®
Google Cloud Speech-to-Text
(238)4.6 out of 5
Free trial available
9th Easiest To Use in Speech Analytics software
View top Consulting Services for Google Cloud Speech-to-Text
OverviewPros and Cons
Product Description

Google Cloud’s Speech API processes more than 1 billion voice minutes per month with close to human levels of understanding for many commonly spoken languages. Powered by the best of Google's AI resea

Users: Data Engineer, Software Engineer · Industries: Information Technology and Services, Computer Software · Market Segment: 41% Mid-Market, 40% Small-Business
Pros and ConsUser Satisfaction
ProsEase of Use, Speech to Text Conversion, Transcription Accuracy, Accuracy, Real-time Transcription
ConsExpensive, Pricing Issues, Accuracy Issues, Complexity, Cost
User SatisfactionSeller Details
Google Cloud Speech-to-Text features and usability ratings that predict user satisfaction
8.9
Has the product been a good partner in doing business?
Average: 9.3
8.9
Quality of Support
Average: 9.0
9.3
Ease of Use
Average: 9.0
8.9
Ease of Admin
Average: 8.8
Seller Details
Seller
Google
Year Founded
1998
HQ Location
Mountain View, CA
Twitter
@google
31,798,732 Twitter followers
LinkedIn® Page
www.linkedin.com
325,935 employees on LinkedIn®
Ownership
NASDAQ:GOOG
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CallMiner Eureka
(223)4.5 out of 5
View top Consulting Services for CallMiner Eureka
OverviewPros and Cons
Product Description

CallMiner is the global leader in AI-powered conversation intelligence and customer experience (CX) automation. By combining deep domain expertise with advanced AI and industry-leading analytics, Call

Users: Speech Analyst, Business Analyst · Industries: Financial Services, Insurance · Market Segment: 46% Mid-Market, 40% Enterprise
Pros and ConsUser Satisfaction
ProsInnovation, Ease of Use, Helpful, Improvement, Artificial Intelligence
ConsLearning Curve, Missing Features, Steep Learning Curve, Difficult Setup, Training Required
User SatisfactionSeller Details
CallMiner Eureka features and usability ratings that predict user satisfaction
9.4
Has the product been a good partner in doing business?
Average: 9.3
9.0
Quality of Support
Average: 9.0
8.3
Ease of Use
Average: 9.0
8.1
Ease of Admin
Average: 8.8
Seller Details
Seller
CallMiner
Company Website
Year Founded
2002
HQ Location
Waltham, MA
Twitter
@CallMiner
3,244 Twitter followers
LinkedIn® Page
www.linkedin.com
329 employees on LinkedIn®
Verint Speech and Text Analytics
(89)4.4 out of 5
11th Easiest To Use in Speech Analytics software
View top Consulting Services for Verint Speech and Text Analytics
OverviewPros and Cons
Product Description

Verint Speech and Text Analytics is an enterprise-grade solution can automatically discover and analyze words, phrases, categories, and themes that may be affecting customer experience. This rich sour

Industries: Insurance, Banking · Market Segment: 67% Enterprise, 28% Mid-Market
User Sentiment

Reviewers appreciate the platform's advanced features such as emotion detection, sentiment analysis, and keyword spotting, which allow businesses to quickly identify trends, risks, and opportunities, and its integration with contact center operations, providing managers with dashboards and reports that support data-driven decision-making. Reviewers mentioned issues with transcription accuracy, difficulty in getting started due to lack of intuitiveness, problems with integration with new phone systems, and limitations in custom settings and category functionality.

Pros and ConsUser Satisfaction
ProsEase of Use, Accuracy, Call Recording, Analytics, Artificial Intelligence
ConsAccuracy Issues, Inaccuracy, Accent Recognition, Inadequate Reporting, Integration Issues
User SatisfactionSeller Details
Verint Speech and Text Analytics features and usability ratings that predict user satisfaction
8.7
Has the product been a good partner in doing business?
Average: 9.3
8.3
Quality of Support
Average: 9.0
8.6
Ease of Use
Average: 9.0
8.2
Ease of Admin
Average: 8.8
Seller Details
Seller
Verint
Year Founded
1994
HQ Location
Melville, New York
Twitter
@Verint
7,751 Twitter followers
LinkedIn® Page
www.linkedin.com
4,226 employees on LinkedIn®
Ownership
NASDAQ: VRNT
Voiso
(92)4.8 out of 5
Entry Level Price:$24.00
OverviewPros and Cons
Product Description

Voiso is an AI-powered contact center platform designed to enhance the efficiency and effectiveness of sales and support teams. By leveraging advanced technology, Voiso enables organizations to delive

Users: Data Analyst, Account Manager · Industries: Information Technology and Services, Information Services · Market Segment: 96% Mid-Market, 13% Small-Business
Pros and ConsUser Satisfaction
ProsReliability, Ease of Use, Features, Artificial Intelligence, AI Technology
ConsComplex Processes, Inadequate Reporting, Complexity, Lack of Intuitiveness, Learning Curve
User SatisfactionSeller Details
Voiso features and usability ratings that predict user satisfaction
8.9
Has the product been a good partner in doing business?
Average: 9.3
10.0
Quality of Support
Average: 9.0
9.8
Ease of Use
Average: 9.0
9.4
Ease of Admin
Average: 8.8
Seller Details
Seller
Voiso
Company Website
HQ Location
Singapore, Singapore
LinkedIn® Page
www.linkedin.com
94 employees on LinkedIn®
CloudTalk
(1,745)4.4 out of 5
Entry Level Price:$19.00
3rd Easiest To Use in Speech Analytics software
OverviewPros and Cons
Product Description

CloudTalk is the leading global AI business calling software for growing SMBs, offering unparalleled call quality and country coverage. Over 4,000 modern SMBs rely on CloudTalk's crystal-clear call qu

Users: CEO, Account Executive · Industries: Computer Software, Information Technology and Services · Market Segment: 64% Small-Business, 32% Mid-Market
Pros and ConsUser Satisfaction
ProsEase of Use, Reliability, Intuitive, Helpful, Calling Features
ConsCall Issues, Connection Issues, Call Management, Missing Features, Poor Connectivity
User SatisfactionSeller Details
CloudTalk features and usability ratings that predict user satisfaction
8.9
Has the product been a good partner in doing business?
Average: 9.3
8.8
Quality of Support
Average: 9.0
9.1
Ease of Use
Average: 9.0
8.9
Ease of Admin
Average: 8.8
Seller Details
Seller
CloudTalk
Company Website
Year Founded
2016
HQ Location
New York
LinkedIn® Page
www.linkedin.com
192 employees on LinkedIn®
JustCall
(2,373)4.3 out of 5
Entry Level Price:$0.99
View top Consulting Services for JustCall
OverviewPros and Cons
Product Description

JustCall is the only AI-powered business communication platform that brings calls, texts, email, and WhatsApp together in one place. It helps customer-facing teams work more efficiently, respond faste

Users: CEO, Account Executive · Industries: Computer Software, Financial Services · Market Segment: 59% Small-Business, 31% Mid-Market
User Sentiment

Reviewers appreciate JustCall's user-friendly interface, reliable call handling, seamless CRM integration, and valuable features such as call recording, automatic logging, and analytics that improve productivity and customer service. Users mentioned issues with inconsistent call quality depending on internet strength, complex advanced features, high pricing for small teams, and occasional delays in loading reports or notifications.

Pros and ConsUser Satisfaction
ProsEase of Use, Features, Helpful, Call Management, Calling Features
ConsCall Issues, Call Functionality, Connection Issues, Poor Call Quality, Slow Loading
User SatisfactionSeller Details
JustCall features and usability ratings that predict user satisfaction
8.7
Has the product been a good partner in doing business?
Average: 9.3
8.3
Quality of Support
Average: 9.0
8.8
Ease of Use
Average: 9.0
8.6
Ease of Admin
Average: 8.8
Seller Details
Seller
Saas Labs
Company Website
Year Founded
2016
HQ Location
Palo Alto, California
Twitter
@saas_labs
306 Twitter followers
LinkedIn® Page
www.linkedin.com
426 employees on LinkedIn®
Mihup
(68)4.7 out of 5
1st Easiest To Use in Speech Analytics software
OverviewPros and Cons
Product Description

Mihup Interaction Analytics analyses 100% of customer conversations, uncovering their voice while revealing sales, service, and renewal opportunities for contact center teams to capitalise on. Its AI

Users: Quality Analyst · Industries: Financial Services, Consumer Services · Market Segment: 59% Mid-Market, 25% Small-Business
User Sentiment

Users like Mihup's accuracy and clarity in speech analytics, its seamless multilingual voice recognition, its ability to integrate with existing call systems and CRM tools, and the proactive and knowledgeable customer support team. Reviewers mentioned that the user interface could be improved, the initial configuration for large datasets can be time-consuming, and the platform lacks transparency in pricing and other details.

Pros and ConsUser Satisfaction
ProsAccuracy, Ease of Use, Features, Artificial Intelligence, Call Recording
ConsUser Interface Issues, Improvement Needed, Poor UI Design, Accuracy Issues, Dashboard Issues
User SatisfactionSeller Details
Mihup features and usability ratings that predict user satisfaction
9.2
Has the product been a good partner in doing business?
Average: 9.3
9.2
Quality of Support
Average: 9.0
9.3
Ease of Use
Average: 9.0
9.4
Ease of Admin
Average: 8.8
Seller Details
Seller
Mihup Communications Private Limited.
Year Founded
2016
HQ Location
Kolkata, India
Twitter
@mihup_ai
50 Twitter followers
LinkedIn® Page
www.linkedin.com
111 employees on LinkedIn®
Talkdesk
(2,505)4.4 out of 5
Entry Level Price:Free
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: 9.3
8.8
Quality of Support
Average: 9.0
9.1
Ease of Use
Average: 9.0
8.9
Ease of Admin
Average: 8.8
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®
Convin.ai
(548)4.7 out of 5
6th Easiest To Use in Speech Analytics software
OverviewPros and Cons
Product Description

Convin is a conversation intelligence platform that employs Generative AI to empower customer-facing teams. Designed for the dynamic environments of sales, support, and collection call centers, Convin

Users: Quality Analyst, Policy Advisor · Industries: Education Management, Health, Wellness and Fitness · Market Segment: 63% Enterprise, 31% Mid-Market
Pros and ConsUser Satisfaction
ProsEase of Use, Accuracy, User Interface, Auditing Efficiency, Auditing
ConsAuditing Issues, Inadequate Reporting, Call Issues, Improvement Needed, Inadequate AI Capabilities
User SatisfactionSeller Details
Convin.ai features and usability ratings that predict user satisfaction
9.4
Has the product been a good partner in doing business?
Average: 9.3
9.6
Quality of Support
Average: 9.0
9.5
Ease of Use
Average: 9.0
9.2
Ease of Admin
Average: 8.8
Seller Details
Seller
Convin
Year Founded
2020
HQ Location
Bengaluru, IN
Twitter
@convin
12 Twitter followers
LinkedIn® Page
www.linkedin.com
167 employees on LinkedIn®
Creovai
(200)4.3 out of 5
Entry Level Price:Contact Us
OverviewPros and Cons
Product Description

Creovai is a software suite designed to bring intelligence and guidance to contact centers worldwide. By transforming unstructured conversation data into actionable insights, it empowers contact cente

Users: Supervisor · Industries: Consumer Services, Banking · Market Segment: 58% Mid-Market, 26% Enterprise
Pros and ConsUser Satisfaction
ProsEase of Use, Helpful, Reporting, Accuracy, Transcription Accuracy
ConsCall Issues, Learning Curve, Inaccurate Data Analysis, Missing Features, Search Functionality
User SatisfactionSeller Details
Creovai features and usability ratings that predict user satisfaction
9.3
Has the product been a good partner in doing business?
Average: 9.3
9.0
Quality of Support
Average: 9.0
8.4
Ease of Use
Average: 9.0
8.8
Ease of Admin
Average: 8.8
Seller Details
Seller
Capacity
Company Website
Year Founded
2017
HQ Location
University City, Missouri
Twitter
@GoCapacity
524 Twitter followers
LinkedIn® Page
www.linkedin.com
630 employees on LinkedIn®
Observe.AI
(236)4.6 out of 5
OverviewPros and Cons
Product Description

Observe.AI is the leading AI agent platform for customer experience. It enables enterprises to deploy AI agents that automate customer interactions, delivering natural conversations for customers with

Users: Assistant Quality Assurance, Quality Analyst · Industries: Outsourcing/Offshoring, Consumer Services · Market Segment: 65% Mid-Market, 22% Small-Business
Pros and ConsUser Satisfaction
ProsEase of Use, Efficiency, Helpful, Artificial Intelligence, Coaching
ConsAccuracy Issues, Inaccuracy, Inaccurate Data Analysis, Call Issues, Missing Features
User SatisfactionSeller Details
Observe.AI features and usability ratings that predict user satisfaction
9.3
Has the product been a good partner in doing business?
Average: 9.3
9.2
Quality of Support
Average: 9.0
9.2
Ease of Use
Average: 9.0
9.2
Ease of Admin
Average: 8.8
Seller Details
Seller
Observe.AI
Company Website
Year Founded
2017
HQ Location
San Francisco, California
Twitter
@observeAI
1,508 Twitter followers
LinkedIn® Page
www.linkedin.com
403 employees on LinkedIn®
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: 9.3
8.3
Quality of Support
Average: 9.0
8.4
Ease of Use
Average: 9.0
8.0
Ease of Admin
Average: 8.8
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®
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: 9.3
8.3
Quality of Support
Average: 9.0
8.7
Ease of Use
Average: 9.0
8.3
Ease of Admin
Average: 8.8
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
evaluagent
(427)4.5 out of 5
Entry Level Price:Starting at £20.00
13th Easiest To Use in Speech Analytics software
View top Consulting Services for evaluagent
OverviewPros and Cons
Product Description

evaluagent gives contact centres a single platform for Auto-QA and Conversation Intelligence - so you can score every interaction automatically, uncover what's really happening across your customer co

Users: Ambassador, Quality Assurance Manager · Industries: Financial Services, Consumer Services · Market Segment: 64% Mid-Market, 17% Small-Business
Pros and ConsUser Satisfaction
ProsEase of Use, Helpful, Improvement, User Interface, Navigation Ease
ConsMissing Features, Layout Issues, Not Intuitive, Learning Curve, Complexity
User SatisfactionSeller Details
evaluagent features and usability ratings that predict user satisfaction
9.4
Has the product been a good partner in doing business?
Average: 9.3
9.1
Quality of Support
Average: 9.0
9.0
Ease of Use
Average: 9.0
9.1
Ease of Admin
Average: 8.8
Seller Details
Seller
EvaluAgent
Company Website
Year Founded
2012
HQ Location
Middlesbrough, GB
Twitter
@evaluagent
1,115 Twitter followers
LinkedIn® Page
www.linkedin.com
57 employees on LinkedIn®
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