The top 10 speech analytics services
VoiceTechPodcast's ranking of speech analytics solutions
Article originally published in English at https://voicetechpodcast.com/articles/business/customer-service/top-10-speech-analytics-companies/
Speech analytics companies process and analyze audio recordings to extract the information they contain. Speech analytics is most often used by customer contact centers, but it also has applications in fields such as law enforcement and healthcare, among others.
Speech analytics can be used to identify the topic being discussed, the emotional tone of the speech, each participant's talk time, the speakers' gender, and much more.
Speech analytics has a wide range of applications, such as identifying cost drivers, customer trends, and the strengths and weaknesses of products and processes, as well as employee monitoring, fraud detection and regulatory compliance.
Here is our selection of the best speech analytics companies operating today:
Batvoice Technologies
Batvoice Technologies is a speech analytics company based in Paris, France, 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 the customer. They handle all types of calls and provide customized automated 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 United States. 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-grade analytics services cost only a few cents per minute.
Nice Nexidia
Now owned by Nice, Nexidia is a US analytics company founded in 2000. Its products focus on turning 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 US West Coast. 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 customers analyze data, especially large data sets.
Clarabridge
Clarabridge is a company based on the US East Coast. Founded in 2006, its services now include contact center and customer experience management, text analytics and social customer care, as well as NPS, customer survey and voice of the customer analytics.
Dialpad
Dialpad is a US analytics company based on the West Coast, founded in 2014. The company is built for live chat support, business phone systems and inbound call centers, conferencing and screen sharing, as well as voice intelligence.
Clarify
Clarify, Inc. is an analytics company based in Texas, USA, founded in 2011. The company processes customers' voice data either on its own platform or on the customer's platform, with tailor-made 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. The distinctive features of their services are redundancy and disaster recovery, significant scale and operational efficiency, multilingual application development and global deployment options.
