Top 10 Speech Analytics Companies
Speech analytics companies process and analyse recorded speech audio, to extract the information buried in it. Speech analytics is most often used by customer contact centers, but also has applications in areas such as law enforcement and healthcare amongst others.
Speech analytics can be used to identify the topic being discussed, the emotional character of the speech, how much each participant speaks, the gender of the speakers, and much more besides.
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 pick of the top speech analytics companies in operation today.
Batvoice Technologies
Batvoice Technologies is a speech analytics company based in Paris, France, that 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 agent or customer. They manage all types of calls, and offer automatic personalised reports. Their services are 100% GDPR compliant with anonymisation of personal data.
Chorus.ai
Chorus.ai is a US-based analytics company that was also founded in 2015. They build a winning playbook for their clients with Chorus Insights, an ‘X-ray view of meetings and real AI for sales’.
CallMiner
CallMiner, Inc. is a large, privately held, US-based analytics company. Founded back in 2002, they now offer services in business intelligence, performance management, text analytics, voice of the customer, speech analytics, and call center and agent productivity. Their enterprise-class analytics starts at only a few cents per minute.
Nice Nexidia
https://www.nice.com/engage/nexidia-customer-engagement-analytics
Now acquired by Nice, Nexidia was a US-based analytics company founded in 2000. Their products focus on transforming interactions into actionable data that significantly 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 West Coast of the US. They offer 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 which was founded in 2002. The company sells software and hardware products for customer engagement management, security, surveillance, and business intelligence. Their products are designed to assist clients in data analysis, specifically large data sets.
Clarabridge
Clarabridge is an East Coast, US-based company. Founded in 2006, their services now include contact center and customer experience management, text analytics, and social customer care, as well as NPS, customer surveys and voice of the customer analytics.
Dialpad
Dialpad is a US analytics company based on the West Coast, founded in 2014. The company is designed for online chat support, business phone systems and inbound call centers, conferencing & screen sharing, and voice intelligence.
Clarify
Clarify, Inc. is a Texas, USA-based analytics company that was founded in 2011. The company offers processing of clients’ speech data, either on their platform or on the clients’ own platform, with tailored data visualisation and cutting edge AI tech.
Plumvoice
Plumvoice was founded in the year 2000 in New York, USA. This company focuses on making communications better, by providing data-driven cloud technology that automates the mission-critical customer engagement and business processes. The unique features of their services are redundancy and disaster recovery, significant scale and operational efficiency, multilingual application development, and global deployment options.
Originally published at https://voicetechpodcast.com on October 16, 2019.
