How to Choose the Right Speech Analytics Software for Your Contact Center?

Speech analytics software is increasingly becoming a necessary component of the contemporary call center's technology stack. And this is not unexpected given how much today's businesses (particularly contact centers) rely on phone calls and voice-based engagements to provide customer service, generate growth, and improve customer happiness.

However, finding ideas buried within these interactions isn't always easy because it may need a significant amount of human labor, which today's businesses cannot always afford. Here, speech analytics software appears as a critical answer, allowing for advanced data processing with minimum human participation and control.

In this blog, we'll review the top 5 speech analytics solutions available, so you can see how well each one meets your needs. You may then choose the tool that is most suited to your needs and utilize it to provide better assistance and satisfy your clients.

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What is Speech Analytics Software?
Speech analytics software is a cutting-edge technology solution that employs natural language processing (NLP) and artificial intelligence (AI) to automatically convert audio data into text. Speech analytics technologies are widely used in customer support operations throughout the world due to their ability to provide speedy and exact conversation analytics.

These solutions capture consumer insights (sentiment and intent) and classify interactions, allowing companies to make data-driven decisions. Furthermore, speech analytics may assist you in determining the source of consumer concerns through broad root cause analysis (RCA) capabilities, as well as ensuring compliance with brand guidelines and industry standards.

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Top 5 Speech Analytics Platforms
Speech analytics software solutions are essential for analyzing consumer interactions and feelings, whether they are utilized to boost the productivity and efficacy of contact center personnel or to give marketers and advertisers data-driven insights.

These AI-enhanced platforms provide a plethora of features and functionalities that make them an invaluable tool for enhancing the consumer experience.

Qualtrics
Qualtrics was formed in 2002 and has since evolved into a well-known customer experience platform. Though it provides speech analytics, it is a massive piece of software with several features. In fact, it may not be the ideal answer for any business less than enterprise scale. This is also because the pricing is only available upon request, making it impossible to determine the level of financial commitment required without first contacting their sales team. However, their voice analytics do provide sentiment analysis and other things that a call center may want.

CallMiner Eureka
CallMiner specializes in conversation analytics, which includes a variety of indicators such as customer path mapping, sales performance, customer loyalty, and more. Like Qualtrics, this platform includes a wide range of capabilities that might be daunting. It is meant for corporate firms with the financial and technical expertise to handle huge and complicated applications. Again, prices are only available upon request. So, if you're serious about using this program, you'll need to provide your contact information to the sales team.

Invoca
Invoca does have speech analytics capabilities, but its primary value proposition is call tracking. This ties all phone conversations to the client's full digital journey, giving consumers a more comprehensive view of the customer experience. That is why they provide two specific products: one for contact centers and another for marketing teams. If you aim to assist your call center in enhancing sales performance and customer experience, this software may not be suitable for your requirements. Not to add that the pricing is only available upon request, making it impossible to assess budgetary requirements without consulting with their sales team.

Verint
Verint advertises itself as an Open CCaaS (contact center as a service) provider whose primary goal is to automate portions of the customer experience. It is a platform with a variety of goals, and speech analytics is simply one of them. The primary goal of that function is to produce accurate transcriptions and highlight instances of noncompliance. If these features are what you're searching for, you'll need to contact their staff for price information; they don't have any information available online.

Enthu.AI
Enthu is excited about how conversation intelligence may help create a successful calling team. It seeks to make conversation analytics feasible and affordable for enterprises of all sizes, ensuring scalabilities for all. Whether it's a small business or a major corporation, they may now reap the benefits of deriving important insights from their daily consumer interactions.

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How to Choose the Right Speech Analytics Platform
Choosing the correct speech analytics platform is mostly determined by the company's unique goals and requirements. Contact center assessment should be included as a standard feature to give insights on agent performance and customer interactions. It is also critical to select a system that goes beyond the usual analysis of call content and common causes, delivering insights into the collected data by finding trends and patterns.

In making a well-informed decision, consulting market intelligence reports can be invaluable. The Market Intelligence Report by Quadrant Knowledge Solutions offers in-depth insights into the Speech Analytics market, including a comprehensive analysis of market trends, key technologies, and vendor evaluations. This report is instrumental for businesses aiming for growth, providing crucial data on Speech Analytics Market Share, 2022, Worldwide, and Market Forecast: Speech Analytics, 2022-2027, Worldwide.

Furthermore, customization and scalability are critical for a solution that can be fitted to the business's unique needs while also scaling with the firm as it expands. Integration with current systems is another critical factor to consider, ensuring that the speech analytics platform is compatible with and readily integrated into the company's existing stack.

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Wrapping Up
So that's everything you needed to know about the top five speech analytics software. Cutting-edge speech analytics software solutions provide enhanced capabilities for gathering, transcribing, analyzing, and extracting insights from spoken language data.

These solutions use natural language processing, sentiment analysis, and actionable reporting to provide important insights to enterprises in a variety of sectors.

With our specialists, we can assist you gain a deeper grasp of speech analytics software and handle all your problems.

QKS Group
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Middleton Massachusetts 01949
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Phone: (+1) 978-344-2770

QKS Group is a global advisory and consulting firm focused on helping clients as strategic knowledge partners achieve business transformation goals with Strategic Business and Growth Advisory Services. QKS Group's research and consulting deliverables are designed to provide comprehensive information and strategic insights for helping clients formulate growth strategies to survive and thrive in ever-changing business environments.

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This release was published on openPR.