Providing excellent service today means using modern technologies that improve customer satisfaction. One such technology that is gaining attention is speech analytics software. This tool helps businesses analyze spoken language to understand customer feelings. In fact, a study says that 72% of companies believe Speech Analytics can improve customer experience.
In this blog post, we’ll look at the top 10 speech analytics software that will change how businesses analyze customer conversations.
What Is Speech Analytics Software?
Speech analytics software is an advanced technology that uses natural language processing (NLP) and artificial intelligence (AI) algorithms to analyze and interpret the content of voice-based conversations, such as phone conversations, between customers and call center agents.
Key Features to Look For in a Speech Analytics Tool
Speech-to-Text (STT) Accuracy: The foundation of any speech analytics tool lies in its ability to convert voice calls into text data. This is measured through STT accuracy, represented as a percentage. Perfect accuracy (100%) is unrealistic due to variables like voice quality, dialects, and pronunciation. A typical benchmark is 85% or higher. Request sample transcriptions during the evaluation phase to assess the tool’s accuracy.
Integration with Business Tools: The tool should offer integration with VoIP, CRM, and other business tools for smooth data exchange. Look for automatic connections and ask vendors for clear integration timelines.
Tailored Features to Meet Business Needs: The feature set should solve your specific business needs without unnecessary complexity. Map features against their utility to focus on "must-have" and essential functions.
Comprehensive Onboarding and Dedicated Support: Strong onboarding and continuous support are important for the smooth implementation and adoption of speech analytics software. Prioritize vendors offering dedicated account managers and unlimited support.
Risk-Free Trial Period for Evaluation: A free trial gives you and your team the time to test the tool's functionality and suitability before committing. Use this period to identify important features and evaluate the software thoroughly.
Cost-Effective and Scalable Pricing Plans: Pricing of the speech analytics software should align with the tool's ROI. Request custom pricing from the vendor and ensure the pricing plan fits your budget.
Top 10 Speech Analytics Software Solutions for 2025
Software
Type
Category
Top Features
MeetRecord
AI Revenue Intelligence Platform
SMBs, early mid-sized businesses, and mid-sized businesses
Provides actionable insights from recorded sales conversations
Google Cloud’s Speech-to-Text
AI Speech-to-Text Solution
SMBs and early mid-sized businesses
Converts audio into text using Chirp and supports 125+ languages with real-time
Enthu.AI
AI Speech Analytics
SMBs, early mid-sized businesses, mid-sized businesses, and enterprise businesses
Automates call monitoring, compliance management, and agent coaching
Verint
AI Speech Analytics
Enterprise businesses
Analyzes voice and text interactions
Observe.AI
AI Speech Analytics
SMBs, early mid-sized businesses, mid-sized businesses, and enterprise businesses
Combines conversation intelligence with AI automation
ZoomInfo
AI Speech Analytics
Enterprise businesses
Integrates with Chorus.ai to analyze sales calls
Callminer
AI Conversation Analytics
Enterprise businesses
Converts unstructured data into structured intelligence
Talkdesk
AI Interaction Analytics
SMBs, early mid-sized businesses, mid-sized businesses, and enterprise businesses
Offers nuanced mood insights and analyzes emotional shifts during customer interactions
Genesys
Omnichannel Analytics
SMBs, early mid-sized businesses, mid-sized businesses, and enterprise businesses
Provides advanced sentiment and emotion analysis across multiple communication channels
Sprinklr
AI Speech Analytics
Enterprise businesses
Consolidates customer insights from voice calls for better trend analysis and compliance metrics
1. MeetRecord
MeetRecord uses conversation intelligence to analyze and optimize sales interactions. Designed for sales teams, MeetRecord helps extract actionable insights from recorded sales conversations to help sales leaders improve their team performance and sales strategies.
Pros:
Provides metrics like the percentage of time a sales representative speaks, the longest monologue during a call, and the number of questions asked to help analyze conversational performance.
Offers AI tools that suggest tailored sales training based on ongoing deal analysis and call data.
Evaluates call recordings to identify moments that can be used as teaching examples while also monitoring adherence to sales scripts.
Tracks deal health using insights derived from conversational data to identify at-risk deals and take corrective action.
Identifies patterns in customer behavior, such as peak engagement or moments of lost interest, and provides actionable recommendations to improve strategies.
Cons:
Provides only a 14-day free trial and does not include a free plan for ongoing access.
Primarily designed for teams and businesses, making it less suitable for individual users such as consultants, freelancers, or podcasters who may not require its full range of features.
Pricing:
Plan
Price
Key Points to Note
Professional Plan
$39/user/month
Suitable for SMBs aiming to improve their call performance tracking.
Business Plan
$59/user/month
Designed for early mid-sized businesses offering advanced speech analytics features, including deal health scoring and activity timelines.
Enterprise Plan
Custom Pricing
Ideal for enterprise businesses with tailored solutions like custom dashboards, multiple integrations, unlimited data retention, and dedicated support.
Testimonial:
“MeetRecord provides a way for our QA department to quickly scan call logs in MeetRecord and focus their attention on calls that the AI rated lower. We appreciate the great customer support we always receive from MeetRecord in regard to any issues and concerns that arise.”
Google Cloud’s Speech-to-Text is an AI solution that helps businesses and developers convert audio into text with precision. It uses Chirp, Google Cloud’s top foundation model trained on millions of hours of audio and billions of text sentences. The tool supports over 125 languages and variants for businesses targeting global audiences.
Speech-to-Text offers three transcription methods: synchronous (real-time), asynchronous (batch processing), and streaming. This flexibility helps users to receive transcriptions as needed, whether immediately or through post-processing.
Pros:
Supports multiple languages, making it a useful tool for global users.
Works well with other Google Cloud services, improving workflows within the Google ecosystem.
Simple to use for both technical and non-technical users.
Cons:
Does not work offline, limiting usage in areas with poor or no internet access.
The pricing structure can be prohibitive for users with extensive transcription needs.
Pricing:
Pricing Model
Price
Key Points to Note
Pay-as-You-Go
$0.006 per 15 seconds of voice data
Affordable for SMBs and early mid-sized businesses.
Testimonial:
“It is used for transcription on my end, a conversation is made and the service is used to identify the what the user has said implementing speech analytics to get a proper transcript.”
Enthu.AI is an AI Speech Analytics software designed to simplify call monitoring, compliance management, and agent coaching. It monitors and evaluates conversations across various customer interaction channels, such as phone calls, chats, tickets, and video conferences. Its speech analytics feature automatically analyzes call recordings to identify compliance risks, pinpoint areas for agent improvement, and surface actionable insights that drive performance. This automation helps businesses to scale their quality assurance processes without adding additional resources.
Pros:
Provides comprehensive analytics for every call, including transcription and key moments, aiding in easier evaluation of call quality and agent performance.
The reporting feature highlights which agents are succeeding and identifies areas for improvement.
Helps with a quick understanding of customer-agent interactions without requiring word-by-word listening.
Cons:
Currently supports only English, limiting its usability for teams requiring analytics in other languages (e.g., Polish).
While effective for small businesses, larger organizations with multilingual needs or complex setups may find the features less scalable.
Pricing:
Pricing
Key Points to Note
Not Publicly Available
No reliable sources provide a pricing range for Enthu.AI.
Testimonial:
“Enthu provides incredibly in-depth analytics into every call our reps make. The transcription and moments make evaluating a call easier, but the reporting functionality really helps me evaluate which reps are succeeding and which are not.”
Verint Speech Analytics is a software solution to improve customer experience (CX) and operational efficiency by analyzing interactions across voice and text channels. It uses AI tools to provide unmatched transcription accuracy and insights. Organizations can use these insights to optimize their contact center performance, reduce costs, and improve compliance outcomes.
Pros:
Provides actionable insights for improving agent behavior, addressing customer concerns, and meeting soft-skill requirements.
Categorizes flagged words and monitors team performance to ensure adherence to compliance requirements.
Users report issues with transcription accuracy for Portuguese and other non-English languages.
Transcribing calls can take 2–4 hours, delaying the availability of insights.
Pricing:
Price
Key Points to Note
Not Publicly Available
Vendr suggests an average annual cost of about $233,000, targeting enterprise businesses.
Testimonial:
“Speech Analytics is a very useful tool and having the capacity to extract transcript data easily allows us to use the text to merge with our external analytical tools and data lakes to use our own Suggestion models and phrase AI to find new terms or business-centric phrases to incorporate into the language models to enhance how we conduct business with our customers.”
Observe.AI is an AI speech analytics software that combines conversation intelligence with AI automation to help organizations evaluate customer interactions, deliver real-time and post-interaction agent support, and boost customer satisfaction while reducing operating costs. Observe.AI’s ability to automatically evaluate and quality-assess customer interactions ensures compliance monitoring and service consistency. Its advanced tools identify areas for improvement and provide targeted coaching based on specific engagement patterns. This post-interaction analysis improves agent performance while mitigating risks associated with non-compliance.
Pros:
The AI-driven transcription feature provides clear and advanced analytics to help businesses understand customer sentiments and agent behavior.
Evaluate 100% of calls with real-time insights, enabling immediate corrective actions.
Supports detailed coaching sessions for sales managers to provide feedback based on analyzed calls.
Cons:
Some users noted that implementation could be smoother, particularly when integrating Observe.AI into existing systems.
The platform lacks strong live monitoring features, which some users see as a critical gap for real-time operational needs.
Pricing:
Price
Key Points to Note
Custom Pricing
Depends on the specific needs of your business. No reliable public sources provide pricing details.
Testimonial:
“There is just so much there. From the customization of the dashboards to the wide array of products. OAI is always making improvements. What isn't available now, is just a request away from the friendlist account reps I have ever dealt with.”
The integration of ZoomInfo with Chorus.ai has introduced a Speech Analytics solution that helps sales, marketing, and customer success teams maximize the value of every customer interaction. By using advanced Conversation Intelligence, ZoomInfo records, transcribes, and analyzes sales calls, virtual meetings, and video conferences to deliver actionable insights powered by AI and natural language processing.
Pros:
Integrates with CRMs like Salesforce and analytics platforms to sync data from speech analytics (e.g., call transcripts, sentiment scores) directly with customer records.
Offers advanced AI features, such as predictive analytics and decision-making recommendations, which can be used in speech analytics workflows to identify patterns in customer interactions.
Combines speech analytics insights with ZoomInfo’s reporting tools to create comprehensive reports that include conversational data, lead details, and performance metrics.
Cons:
The tool’s pricing can be prohibitive for smaller businesses or startups.
Some users note a lack of sufficient training materials or onboarding support, making it difficult for new users to utilize the advanced features effectively.
Pricing:
Pricing
Key Points to Note
Custom Pricing
Based on features and functionality, number of licenses, and credit usage. Average annual expenditure is around $30,000, targeting enterprise businesses.
Testimonial:
“Really easy and intuitive to use! My team and I love the 'most likely to engage' filter. I would also say 97% of the data in there is accurate, which is awesome.”
CallMiner’s Eureka conversation analytics platform provides omnichannel features to capture, transcribe, and analyze interactions from calls, emails, chats, social media, and more. Using AI and machine learning, it converts unstructured conversational data into structured intelligence through a detailed five-step process: acquisition, transcription, classification, scoring, and analysis. This helps businesses to extract insights that improve decision-making and operational performance.
Pros:
Provides automated quality assurance, call drivers, and behavioral modeling for businesses to extract valuable insights without relying on large teams.
Helps automate compliance monitoring, standardizes QA processes, and reduces reliance on manual review of random calls to improve the accuracy of compliance checks.
Designed to handle growing business needs, Eureka's cloud-based architecture supports scalability and high reliability, even for enterprises with high volumes of calls.
Cons:
Users have reported issues with transcription accuracy, especially for calls with accents or poor audio quality.
Reporting features, while functional, lack advanced customization options, such as bundling multiple categories into a single report, which some users find restrictive.
Pricing:
Pricing
Description
Not Publicly Available
Vendr suggests an average annual cost of about $233,000, targeting enterprise businesses.
Testimonial:
“Compared to other speech analytics systems, CallMiner offers tons of flexibility. I can build my own categories using my own syntax with very few limitations in how the syntax is structured. I'm not limited to using pre-built options.”
Talkdesk Interaction Analytics uses generative AI to analyze customer interactions across various channels. Talkdesk goes beyond traditional sentiment analysis by offering nuanced mood insights. It identifies and tracks shifts in customer emotions throughout an interaction. This helps businesses to address the root causes of dissatisfaction. With speech-to-text (STT) and natural language processing (NLP), Talkdesk transcriptions capture key details such as call context, customer intent, and sentiment. Transcription cards make it easy to focus on specific conversation highlights.
Pros:
Features like Co-Pilot offer real-time transcription, actionable insights, and knowledge-base suggestions.
Real-time dashboards and customizable reports provide deep insights into agent performance, customer interactions, and key metrics.
User-friendly design ensures ease of use for agents and administrators, reducing the learning curve.
Cons:
Advanced analytics and detailed reporting often require additional setup, which can be time-consuming.
The pricing is steep compared to competitors, making it less accessible for startups and small companies.
Pricing:
Plan
Price
Ideal For
CX Cloud Digital Essentials
$85/user/month
Tailored for SMBs offering foundational speech analytics tools.
CX Cloud Essentials
$85/user/month
Suited for early mid-sized businesses looking for essential speech analytics and customer engagement features.
CX Cloud Elevate
$115/user/month
Designed for mid-sized businesses looking for advanced speech analytics and customer engagement capabilities.
CX Cloud Elite
$145/user/month
Catered to enterprise businesses requiring comprehensive speech analytics.
Testimonial:
“Talkdesk helps us streamline our customer support by centralizing all communication channels in one platform, which improves response times and overall efficiency. It also provides detailed analytics and reporting.”
Genesys provides accurate transcriptions of customer interactions, capturing data from calls, chats, emails, and other digital channels. Beyond basic sentiment analysis, Genesys captures nuanced emotional signals and trends throughout interactions. AI-driven topic spotting uncovers recurring themes and emerging issues in conversations to help organizations adapt strategies to better meet customer needs and business objectives.
Pros:
Provides accurate transcriptions of customer interactions across calls, chats, emails, and other digital channels.
Captures nuanced emotional signals and trends throughout interactions using AI-driven topic spotting.
Offers advanced sentiment and emotion analysis across multiple communication channels.
Integrates seamlessly with various business tools, enhancing data flow and operational efficiency.
Scalable for both small and large organizations, ensuring consistent service quality as businesses grow.
Provides real-time and historical analytics for actionable insights into customer behavior and agent performance.
Cons:
The extensive feature set can make the initial setup and configuration process complex.
Some users have noted that the support response could be more prompt and accurate, especially for complex issues requiring in-depth troubleshooting.
Pricing:
Plan
Price
Idead For
Genesys Cloud CX 1
$75/user/month
Ideal for SMBs and early mid-sized businesses focused on voice contact centers.
Genesys Cloud CX 2
$115/user/month
Best suited for mid-sized businesses requiring omnichannel features.
Genesys Cloud CX 3
$155/user/month
Designed for enterprise businesses with advanced speech analytics needs.
Testimonial:
“What I like best about Genesys Cloud CX is its ability to seamlessly integrate multiple communication channels, enhance efficiency through AI and automation, provide deep insights through advanced analytics, and offer a user-friendly, scalable, and reliable platform.”
Sprinklr Speech Analytics collects and consolidates customer insights from voice calls into a single platform. Businesses can identify recurring trends, product issues, and service gaps by analyzing voice interactions to reduce call volume and improve overall processes. Sprinklr provides detailed agent performance evaluations and compliance metrics with automated quality scoring. Sprinklr analyzes customer sentiment and behaviors during calls to provide data on how customers feel and why.
Pros:
Consolidates social media engagement, customer care, analytics, and social listening into a single platform.
Offers the ability to customize dashboards to individual or team needs for analytics and reporting.
Provides sentiment analysis to gauge customer emotions during interactions.
Handles high volumes of interactions across multiple platforms, suitable for large organizations looking to analyze and improve customer communication.
Cons:
The learning curve for Sprinklr’s analytics features can be steep, particularly for those unfamiliar with its interface or customization options.
The AI-driven categorization system occasionally misclassifies customer interactions, leading to inaccurate reports.
Pricing:
Plan
Price
Ideal For
Self-Serve Customer Service Solution
$199/seat/month
Best suited for early mid-sized and mid-sized businesses looking to improve customer service with speech analytics.
Custom CCaaS Solution
Custom Pricing
Tailored for enterprise businesses requiring advanced speech analytics solutions.
Testimonial:
“Sprinklr has helped our customer support folks work much more efficiently. With a single overview of messages in all channels, we can track easily which messages have been responded to. The standardized analytics on how we're doing across all platforms, as well as automated features, are also very helpful.”
How to Choose the Right Speech Analytics Platform for Your Organization?
When selecting a speech analytics solution, keep these eight key factors in mind:
1. Accuracy and Performance: Choose software with high accuracy in transcribing and analyzing speech. Look for advanced speech recognition features that can handle different accents, languages, and speech patterns.
2. Analysis Capabilities: Select tools that offer features such as sentiment analysis, emotion detection, keyword spotting, and trend identification. These features will help identify customer feedback trends, find positive aspects of your product, and highlight areas needing improvement.
3. Data Integration and Compatibility: Ensure the software integrates with your existing systems, such as CRM platforms or omnichannel contact center software. It should also be able to scale easily if your team grows to avoid the additional costs of transitioning to new systems.
4. Customization and Flexibility: Choose a solution that aligns with your specific business processes and workflows. Check if the software can adapt to unique steps, stages, or approvals in your processes for maximum efficiency.
5. User Interface and Ease of Use: A user-friendly interface is important for quick onboarding and task execution. Look for tools that provide enough help resources, such as tutorials, documentation, and support, to help agents learn faster.
6. Data Security and Compliance: Verify that the software complies with important regulations, such as GDPR or HIPAA, and has strong data security features to protect your sensitive customer information.
7. Cost and Return on Investment (ROI): Estimate the total cost of the software, including upfront expenses, ongoing fees, and costs for implementation, training, and customization. Compare the expected financial benefits with the total cost of ownership to evaluate the investment's viability and determine its payback period.
Conclusion
Investing in the right speech analytics software will help you:
Analyze tone, keywords, and emotions in conversations to understand satisfaction or frustration
Detect recurring problems in customer calls to address them quickly
Monitor calls for regulatory and policy compliance by detecting specific phrases or actions
MeetRecord takes speech analytics to the next level by combining AI conversation intelligence with advanced sales performance optimization tools. With MeetRecord, your sales team gains access to detailed insights that not only evaluate conversational performance but also help shape strategies for better outcomes.
.svg)
.png)
.png)
