Top 10 Speech Analytics Services
VoiceTechPodcast's ranking of Speech Analytics solutions
Article translated from English 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 voice analytics company based in Paris, France, which 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 call handler or customer. They handle all call types, and offer customized 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 customers with Chorus Insights, an "X-ray view of meetings and true AI for sales".
CallMiner
CallMiner, Inc. is a large privately held analytics company based in the USA. Founded in 2002, today it offers services in the fields of business intelligence, performance management, text analytics, voice of the customer, speech analytics, call centers and agent productivity. Their enterprise-class analytics services cost just pennies 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 improves 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 USA. It offers cloud-based 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 customers analyze data, particularly large datasets.
Clarabridge
Clarabridge is a company based on the East Coast of the United States. Founded in 2006, its services today include contact center and customer experience management, text analytics and customer welfare, as well as NPS analysis, customer surveys and voice of the customer.
Dialpad
Dialpad is an American analytics company based on the West Coast, founded in 2014. The company is designed for online chat support, enterprise phone systems and inbound call centers, conferencing and screen sharing, as well as speech intelligence.
Clarify
Clarify, Inc. is an analytics company based in Texas, USA, which was founded in 2011. The company offers processing of customer voice data, either on its platform or on the customer's platform, with customized data visualization and cutting-edge AI technology.
Plumvoice
Plumvoice was founded in 2000 in New York, USA. The company focuses on improving communications, providing data-driven cloud technology that automates customer engagement and critical business processes. Unique features of their services include redundancy and disaster recovery, significant scale and operational efficiency, multilingual application development and global deployment options.
