Speech analytics software is now a must-have for any call center in today’s world. It helps you convert your voice data into business-actionable insights. AI-powered speech analytics software takes existing technology and applies a range of services to analyze customer calls, identify trends and patterns, and extract insights.
Think of speech analytics as a digital detective for your call center: it will listen to, analyze, and report out based on the narrative behind every customer call. The speech analytics software can transcribe 100% of the conversations to monitor customer sentiment, to recognize trending topics, and even to identify compliance issues – automatically.
Ready to take that next step in your call center operations? Below are 5 speech analytics software to consider in 2025. Some of these solutions offer state-of-the-art capabilities, integration with your existing tools, and high-powered analytical tools that will help your business in today’s digital ecosystem.
Understanding Different Types of Speech Analytics Software
Speech analytics software offers two primary types: real-time and post-call, each used for different purposes in today’s contact centers.
1. Real-Time Speech Analytics
Real-time speech analytics look at conversations while they are happening so that they can alert agents to compliance issues or offer coaching suggestions based on real-time customer sentiment. Real-time speech analytics works well in fast-paced, compliance-heavy industries and for sales teams looking for coaching or supervision while communicating.
2. Post-Call Speech Analytics
Post-call speech analytics look at recorded conversations to find patterns and trends across multiple conversations. This type of speech analytics makes available reports, which can be used for training purposes, and it can help reveal drivers of customer satisfaction. Post-call speech analytics works well in quality assurance teams, strategic planning, and process improvement.
How to Choose the Best Speech Analytics Software for Your Business Needs
Selecting the right speech analytics software starts with a clear understanding of your business requirements. Let’s break down the key factors to consider:
1. Business-Specific Requirements
- Compliance Needs: Identify which regulations affect your industry (HIPAA for healthcare, GDPR for European customers)
- Agent Performance Goals: Define specific metrics for coaching and development
- Security Requirements: Determine data encryption standards and storage locations
- Call Volume: Calculate your daily call handling capacity
2. Essential Features Assessment
- Real-time agent guidance systems
- Automated quality assurance scoring
- Language support for your target markets
- Customizable reporting dashboards
- Call recording and storage capabilities
3. Integration Capabilities
Your speech analytics software should seamlessly connect with:
- Existing CRM platforms
- Contact center software
- Business intelligence tools
- Quality management systems
4. Vendor Evaluation Checklist
When evaluating potential vendors, consider the following factors:
- Support availability and response times
- Training resources and onboarding process
- Scalability options for team growth
- Pricing structure flexibility
- Update frequency and feature roadmap
Small to mid-sized teams should prioritize vendors offering flexible pricing models and scalable solutions that grow with their needs. Consider starting with core features and expanding as your team develops more sophisticated requirements.
Remember to request demos from multiple providers and involve key stakeholders in the evaluation process. Testing the software in your specific environment helps ensure it meets your operational needs and technical requirements.
Additionally, while defining your agent performance goals, it’s crucial to establish specific metrics that align with your business objectives. You might want to explore this guide on metrics definitions, which can provide valuable insights in this regard.
Top 5 Best Speech Analytics Software to Consider in 2025
The speech analytics software landscape has evolved dramatically, bringing innovative solutions that transform how businesses handle customer interactions. Let’s dive into our carefully curated list of the top performers for 2025.
1. Gong.io
Gong.io stands out as the powerhouse in conversation intelligence, specifically designed for sales teams seeking deep insights into customer interactions. This platform has revolutionized how sales organizations understand and optimize their customer conversations.
Key Features:
- Real-time sentiment analysis during active calls
- AI-powered sales opportunity detection
- Automated call transcription with 99% accuracy
- Custom alert systems for critical conversation moments
- Advanced pattern recognition across sales interactions
The platform excels in detailed call analysis, providing granular insights into successful sales patterns and potential areas for improvement. Sales teams can track specific keywords, phrases, and competitor mentions while measuring customer engagement levels throughout conversations.
Limitations:
- Language support is restricted to major business languages
- Higher price point compared to competitors
- Learning curve for advanced features
Gong.io particularly shines in its ability to identify winning sales behaviors and replicate them across teams. The platform’s AI engine continuously learns from successful sales interactions, creating a powerful knowledge base for sales enablement and training purposes.
2. Mihup.ai
This comprehensive platform stands out for having every essential tool required for Quality Monitoring. It goes beyond basic call monitoring, offering advanced conversation intelligence features like real-time agent support through live cues, coaching, and automation.
Mihup Interaction Analytics (MIA) is an all-in-one solution that helps businesses unlock valuable insights by achieving 100 % interaction analysis across multiple channels, including voice, chat, and email. It facilitates AI-assisted audits for workflow automation and helps businesses enhance their customer satisfaction (CSAT), revenue, and better customer experience.
Key Features:
- Phoneme-based engine tuned for Indian languages & accents
- Deep analytics: tone, sentiment, compliance flags, outcome signals
- Custom-trained models built on a proprietary voice AI stack
- Advanced sentiment analysis that understands context
- Automated quality assurance scoring
- Ability to create custom compliance rules
The platform uses artificial intelligence to detect emotions by analyzing subtle changes in voice and language patterns. This helps businesses gain a deeper understanding of their customer interactions.
Benefits for Contact Centers
- Efficiently track agent performance with automated quality assurance workflows.
- Identify areas where agents can improve through behavior pattern analysis.
- Pinpoint specific skills that need development with skill gap identification.
- Provide targeted coaching recommendations based on individual agent needs.
Integration and Continuous Improvement
Mihup.ai can easily connect with existing customer relationship management systems, offering seamless Salesforce CRM integration, HubSpot connectivity, Microsoft Dynamics compatibility, and Zoom and Teams meeting analysis.
The platform excels in detailed call analysis, providing granular insights into successful sales patterns and potential areas for improvement. Sales teams can track specific keywords, phrases, and competitor mentions while measuring customer engagement levels throughout conversations. Trusted by BFSI & enterprise contact centers across India
User-Friendly Analytics
The platform’s intuitive dashboard presents complex analytics in easily understandable visualizations, allowing quick identification of trends and potential compliance issues. Its automated alert system flags critical compliance violations in real-time, enabling immediate action when necessary.
3. Exotel
Exotel is a cloud-based platform that offers powerful speech analytics solutions for call centers. It combines advanced IVR (Interactive Voice Response) features with AI-driven speech analytics to provide a complete solution for modern customer service operations.
Key Features:
- Real-time transcription with 95% accuracy
- Custom-built AI models for industry-specific terminology
- Advanced call routing based on customer intent
- Seamless integration with popular CRM platforms
- Multi-language support for global operations
Exotel excels at transforming raw call data into meaningful insights. It provides a simple dashboard where managers can analyze agent performance metrics, find training opportunities, and analyze customer satisfaction trends. There are performance optimization features, such as automated quality scoring and KPI tracking, that purport to improve efficiency.
The many possible integrations with third-party tools make Exotel a unique option for growing call centers. Exotel can easily integrate with Salesforce, Zendesk, Microsoft Teams etc. and become a singular workspace for agents and supervisors.
Performance Optimization Features:
- Automated quality scoring
- Customizable KPI tracking
- Sentiment analysis in real-time
- Agent performance benchmarking
- Call pattern recognition for process improvement
The ability to scale allows organizations to begin with a small piece of software and grow their analytics capabilities as the organization grows, making it an ideal platform for businesses with growth plans in their mission. Additionally, if companies follow best practices for excellence in call center quality assurance, they can ensure that their customers meet optimal performance and voice of the customer.
4. Enthu.AI
Enthu.AI is a game-changing solution for small to medium-sized contact centers looking for quick deployment and cost-effective speech analytics. This platform makes it easy to get started with its simple setup process and user-friendly interface.
Key Features:
- Rapid Implementation: Get up and running within hours instead of weeks
- Smart QA Automation: AI-powered scoring system that evaluates 100% of calls
- Customizable Analytics Dashboard: Track KPIs and metrics that matter to your business
- Intelligent Call Categorization: Automatically sorts calls by intent and outcome
The platform’s lightweight design allows for easy scalability without sacrificing performance. Small teams can begin with basic features and gradually enhance their capabilities as their needs grow.
5. CallMiner
CallMiner is a powerful tool for analyzing phone calls, providing in-depth insights for businesses across various communication channels. It specializes in turning customer conversations into valuable information that can drive business decisions.
Key Features:
- Transcription with AI Technology and accuracy rates over 95%
- Agent Guidance with real-time alerts and automated scoring.
- Advanced emotion detection over the customer life cycle.
- Custom alert triggers for compliance challenges.
- End-to-end integrations with the major CRM platforms.
The platform analyzes all interactions with its customers through its Eureka Analytics engine to identify patterns and trends that may have been missed or ignored in all customer interactions. Contact center managers are able to access dashboards to monitor agent performance metrics, agent adherence to scripts and training, and identify opportunities for coaching.
Few tools match this application that can accommodate large volumes of interactions and be especially useful for large-scale facilities looking for rich analytics, assessment, and quality management capabilities
Conclusion
Selecting the right speech analytics tool can unlock significant gains in agent performance, customer satisfaction, and overall efficiency. If you’re looking to make smarter, insight-driven decisions, now is the time to explore what’s possible.
Schedule a free demo or expert consultation with Mihup.ai to see how conversation intelligence can fit your contact center’s needs.
