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 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.
“Batvoice enables us to deploy an AI-powered Voice of the Customer Business Intelligence faster and better than its competitors, with a return on investment at each stage” – Grégory Sion, Directeur Général Commercial et Digital chez Pierre & Vacances
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’.
“Chorus.ai lets us hear firsthand how customers are responding to our messaging and what objections they might have. That insight has helped us drive awesome improvement in our sales team, including quarter-by-quarter increases in our win rate.” – Sean Marshall, Vice President, Global Sales | Klaviyo
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.
“Being able to identify the occurrences and guide agents in the right direction is exactly what we needed to improve our agents as collectors, improve their productivity and decrease complaints. Without Eureka analytics, we would not have enough resources to achieve our objectives.” – Shaunta Holmes, Training Director | NCC
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 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.
“We’ve created a virtualized, multichannel contact center environment. As we fly to new destinations, we immediately connect those destinations into our virtual contact center” – Karen Bell-Wright, Senior Vice President for Retail and Contact Centers Worldwide | Emirates
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.
“With the help and guidance of the Verint team, coupled with the Impact 360 Quality Monitoring solution, our quality management program has met numerous key business goals, including reducing average handle time and, most importantly, increasing revenue per customer call.” – Beatriz Butsana Sita, Director | BT Business Sales
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.
“My favorite thing about Clarabridge is the sentiment analytics. It shows the emotion and tells the story of our clients. Not a lot of companies out there do that, and what it really shows us is what is the highest priority and where we can have the most pain points. And when we find that, that’s really where we have the most impact and make the most improvements across the board.” – Amy Tinley, Chief Experience Program Leader | ADP
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.
“We were paying a fortune on fixed costs for phone closets and support.” – Greg Meyers, Chief Information Officer | Motorola Solutions
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 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.
“Plum has been a great business partner over the many years we have used them. Our needs started out small but over the years we have grown to using nearly 200,000 phone calls per month.” – Rich Steck, Senior Architect, Enterprise Group | Tyler Technologies
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