Speech analytics solutions vary significantly in features and capabilities. Users often encounter challenges with user interface design, app integration, language support, reporting formats, and customer service accessibility. This guide examines the top 10 contact-center speech analytics platforms alongside Oxus.AI for 2022.
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1. Oxus.AI
A Lithuanian pre-seed startup recognized as a top-five national company and 2nd best AI project. The platform receives grants from Fortune 500 companies including Microsoft and Google.
Languages: Deep-learning AI supports transcription across 7,000+ languages with 94%+ accuracy, using native speakers for model training.
Quality assessment: Replicates existing QA standards enabling analysis of 100% of calls. Features include tailor-built solutions, on-site implementation, custom QA scoreboards, and a 2-month money-back guarantee.
Key features:
- Tailored AI model development
- Integration with existing organizational apps
- Unlimited custom metrics
- Unlimited seats
- Cloud, SaaS, web-based deployment
- Custom monthly pricing
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2. CallTrackingMetrics
Global conversation analytics provider for marketers making strategic decisions.
Deployment: Cloud, SaaS, web-based, mobile. Support: Email helpdesk, FAQs, forums, knowledge base, phone, chat.
Top features: Call recording, transcriptions, automated keyword analysis, call center management, data security, mass texting.
Languages: English. Pricing: From $39/month with free trial.
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3. EvaluAgent
AI-powered quality management platform for evaluating calls, tickets and chats — with actionable feedback and eLearning courses.
Deployment: Cloud, SaaS, web-based.
Top features: 360-degree feedback, AI/ML, alerts/escalations, assessment management, built-in course authoring, call center management.
Languages: English, German, French, Spanish, Chinese (Simplified). Pricing: Custom with free trial.
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4. VoiceAI
Captures and analyzes interactions for nuanced insights improving CX, business performance, risk management and compliance.
Deployment: Cloud, SaaS, web-based.
Top features: Automatic transcription, CX management, self-service search, call center management, data security, sentiment analysis.
Pricing: From $70/month, no free trial.
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5. NICE CXone
"The world's #1 cloud experience platform" — omnichannel routing, analytics, workforce optimization, automation and AI.
Deployment: Cloud, SaaS, web-based, on-premise (Windows, Linux).
Top features: Call routing and scheduling, appointment management, campaign management, customer database, computer-telephony integration.
Languages: English, French, Portuguese, Spanish. Pricing: From $100/month with free trial.
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6. Eureka (CallMiner)
CallMiner's comprehensive platform analyzing omnichannel customer interactions at scale, for contact centers of all sizes.
Deployment: Cloud, SaaS, web-based.
Top features: Automatic transcription, call recording, data security, predictive analytics, sentiment analysis, CX management.
Languages: English, Arabic, German, French, Hebrew, Hindi, Italian, Japanese, Korean, Malay, Dutch, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Thai, Chinese (Simplified). Pricing: Custom with free trial.
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7. Observe.AI
Leverages NLP to enable analysis of 100% of calls. Serves debt collections, BPOs, financial services, insurance, retail, travel, hospitality and healthcare.
Deployment: Cloud, SaaS, web-based.
Top features: Automatic transcription, reporting analytics, call recording, business coaching, call center management, CX management.
Languages: English, Spanish. Pricing: Custom, no free trial.
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8. Enthu.AI
Provides 100% conversation monitoring for revenue and support functions — surfacing interactions that matter and improving agent performance.
Deployment: Cloud, SaaS, web-based.
Top features: Call recording, automatic transcription, CX management, reporting analytics, sentiment analysis, data security.
Languages: English, German, French, Spanish. Pricing: Custom, no free trial.
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9. Prodigal
Consumer-finance intelligence solution optimizing operations and quality assurance. Used by collection agencies, healthcare providers, and lenders.
Deployment: Cloud, SaaS, web-based.
Top features: Activity dashboard, agent interface, automatic transcription, call scripting, computer-telephony integration, data security.
Languages: English, Spanish. Pricing: Custom, no free trial.
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10. MaxContact
Cloud-based contact center solution for CX, support, debt collection and sales teams with 10+ employees.
Deployment: Cloud, SaaS, web-based, desktop (Mac, Windows, Linux, Chromebook).
Top features: Alerts/escalation, call center management, real-time chat, reporting analytics, automatic call distribution, agent interface.
Pricing: Custom with free trial.