Speech analytics software is a solution that applies speech-to-text and Natural Language Processing (NLP) technologies to analyze recordings or conversations to identify the emotion and intent of the speakers. Speech analytics software analyzes the audio patterns for certain features, such as tone, stress, tempo, pitch, and rhythm. It helps enhance customer satisfaction, augments competitive intelligence, reduce customer churn by predicting at-risk customers, and identify risks and frauds. Such voice analytics solutions find major adoption across Banking, Financial Services, and Insurance (BFSI), telecommunication, retail, healthcare, and government verticals.


Visionary leaders in speech analytics software market are the leading market players in terms of new developments such as product launches, innovative technologies, and the adoption of growth strategies. These players have a broad product offering that caters to most of the regions globally. Visionary leaders primarily focus on acquiring the leading market position through their strong financial capabilities and their well-established brand equity.


Dynamic Differentiators in speech analytics software market are established players with very strong business strategies. However, they have a weaker product portfolio compared to the visionary leaders. They generally focus only on a specific type of technology related to the product.


Innovators in the competitive leadership mapping are vendors that have demonstrated substantial product innovations as compared to their competitors. The companies have focused on product portfolios. However, they do not have very strong growth strategies for their overall business, when compared with the visionary leaders.


Emerging companies in speech analytics software market have niche product and service offerings. Their business strategies are not as strong as that of the established vendors. The emerging vendors include the new entrants in the market, emerging in terms of product portfolio and geographic reach, and require time to gain significant traction in the market.

Best Speech Analytics Software

Comparing 16 vendors in Voice Analytics Software across 24 criteria.
All vendors(16)

Selected by small-360Analysts

- Intuitive and user-friendly interface

- General, departmental, group and individual view

- Automated Quality Management

- KPI performance tracking

- Custom reports and dashboards

- Productivity

- Agent ranking

- First Call Resolution 

- Call details

- Call reasons

- Goals and Objectives

- NPS and CSAT integration

- Word Cloud

- Trends & Statistics

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Selected by small-360Analysts
Avaya Oceana is a comprehensive omni-channel solution provided by the company that builds tools and provides insights that help deliver exceptional and personalized customer experiences. The company serves various industry verticals, including education, finance, government, healthcare, hospitality, insurance, leisure and entertainment, manufacturing, technology, and transportation. It operates through various geographical locations, including APAC, Caribbean, Latin America, Europe, MEA, the US, and Canada.
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Beyond Verbal is an Israel-based voice analytics solution provider with its headquarters in Tel Aviv. The company was founded in 2012. Beyond Verbal has developed an AI algorithm, Vocal Biomarkers, for free-from speech analysis to provide continuous and scalable information into patients health.
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Calabrio also provides technical support, implementation, installation, and upgrade services. It serves some of the key verticals, including BFSI, transportation, retail, healthcare, and government. Getronics, Republic Services, and Polaris are some of its notable customers. As of August 2016, Calabrio is being purchased by the well-known New York investment group, KKR & Co.
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NICE is a global software leader in omni-channel analytics and cloud solutions for customer engagement, and financial crime and compliance markets. It provides solutions that help enterprises better track their customers and employees, and predict their needs to create exceptional customer experiences.
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RankMiner provides predictive voice analytics solutions. The voice analytics solution is useful for call centers to identify voice-based emotions and behaviors from customer and agent interactions.
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Talkdesk caters to healthcare, eCommerce, and business process outsourcing organizations. Additionally, the company has more than 1,400 customers, including IBM Acxiom, Zumiez, and Trivago, in more than 50 countries. It majorly caters the needs of customers from healthcare, eCommerce, and BPO sectors. The geographic presence of the company is in North America, Europe, APAC, and Latin America.
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ThoughtSpot specializes in search-driven analytics for enterprises. Its solution empowers users to search, analyze data, and get instant insights through effective dashboards and reports. The availability of solutions via on-premises and cloud mediums enabled customers to opt for solutions as per their requirements.
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Uniphore provides its solutions worldwide to more than 300 customers, comprising banks and telecom service providers. The company has direct as well as indirect sales network consisting of 2,000 resellers and developers. The companys speech technology has been recognized across the world, and it has received various awards for innovation and technical excellence.
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Verint Systems offers actionable intelligent solutions and value-added services through its 2 operating segments, namely, customer engagement solutions and cyber intelligence solutions. It offers a broad range of services, including strategic consulting, managed services, implementation services, and training and maintenance services. Actionable intelligence solutions, provided by the company, majorly focus on capturing the unstructured speech data.
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VoiceBase specializes in speech analytics solution for businesses with unparalleled access to spoken information. It enables users to find voice recordings within voice conversations and utilize these voice conversations for later use.
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