Top 10 Speech Analytics Services
VoiceTechPodcast's ranking of Speech Analytics solutions
Article translated from English from https://voicetechpodcast.com/articles/business/customer-service/top-10-speech-analytics-companies/
Companies that specialize in speech analytics process and analyse audio recordings to extract the information they contain. Speech analytics is most commonly used in customer contact centres, but it also has applications in areas such as law enforcement and healthcare, among others.
Speech analysis can be used to identify the subject matter, the emotional nature of the speech, the speaking time of each participant, the gender of the speakers, and much more.
Speech analytics has a wide range of applications, such as identifying cost drivers, customer trends, products' and processes' strengths and weaknesses, as well as employee monitoring, fraud detection and regulatory compliance.
Here is our selection of the best speech analytics companies currently operating :
Batvoice Technologies
Batvoice Technologies is a speech analytics company based in Paris, France, that was founded in 2015. The company focuses on customer service call data, identifying payment issues, unsuitable offers, training needs, and dissatisfaction or anger expressed by the agent or customer. They manage all types of calls and offer personalized automatic reports. Their services are 100% GDPR compliant with anonymization of personal data.
Chorus.ai
Chorus.ai is a US-based analytics company also founded in 2015. They build a winning playbook for their clients with Chorus Insights, an "x-ray view of meetings and true AI for sales."
CallMiner
CallMiner, Inc. is a large, private US-based analytics company. Founded in 2002, it now offers services in business intelligence, performance management, text analytics, voice of the customer, speech analytics, call centers, and agent productivity. Their enterprise-class analytics services cost only a few cents per minute.
Nice Nexidia
Now acquired by Nice, Nexidia is an American analytics company founded in 2000. Its products focus on transforming interactions into actionable data that dramatically improve customer experience and loyalty. Their services are designed for IVR optimization, predictive behavioral routing, and customer journey optimization.
Genesys
Genesys was founded in 1990 and is based on the West Coast of the United States. It offers cloud contact center software, digital sales, and service automation. Their services are designed for workforce engagement management, reporting, and analytics.
Verint Systems
Verint Systems is a New York-based analytics company founded in 2002. It sells software and hardware products for customer engagement management, security, surveillance, and business intelligence. Its products are designed to help clients analyze data, especially large datasets.
Clarabridge
Clarabridge is an East Coast US company. Founded in 2006, its services now include contact center and customer experience management, text analytics, and social customer support, as well as NPS, customer survey, and voice of the customer analytics.
Dialpad
Dialpad is a West Coast-based American analytics company founded in 2014. The company is designed for online chat support, business telephone systems and inbound call centers, conferencing and screen sharing, and voice intelligence.
Clarifier
Clarify, Inc. is a Texas-based analytics company in the United States, founded in 2011. The company offers customer voice data processing, either on its platform or the client's platform, with custom data visualization and cutting-edge AI technology.
Plumvoice
Plumvoice was founded in 2000 in New York, USA. This company focuses on improving communications by providing data-driven cloud technology that automates customer engagement and critical business processes. The unique characteristics of their services are redundancy and disaster recovery, significant scale and operational efficiency, multilingual application development, and global deployment options.
