Market Guide for Call Center Speech Analytics Software

Assessing calls for quality assurance is a time-consuming task. While it is commonly done by listening to the call recordings, focusing solely on the most insightful conversations and reading transcripts is a much faster and more effective alternative to Voice QA.

Here’s when call center speech analytics software comes into play. 

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What does speech analytics mean for call centers?

Speech analytics is a powerful tool for improving customer service in contact centers, especially when used for QA purposes. 

Speech analytics for call center QA — main benefits

Without call center speech-to-text capabilities, it’s difficult to find relevant customer calls or distinguish ones related to certain topics, which results in small, randomized review samples. That limits the visibility into problematic areas and potentially leaves valuable customer insights undiscovered. 

There’s a solution, though. VoiceQA technology offered by quality management solutions means: 

• Call transcriptions and summaries so that you can quickly understand what the interaction was about without listening to it and decide if the call is worth your review time
• Automated call sampling & discovery to let you know precisely which interactions need your attention and what to look out for
• Sentiment analysis to determine the emotional tone of the conversation — was the customer satisfied, frustrated, or neutral?
• Powerful voice QA to speed up the call center QA process and improve the coverage of your customer conversations

And that’s not everything.

Call center speech analytics solutions — comparison

Because QA voice technologies are so important for providing high-quality customer service and coaching agents, it should come as no surprise that there are many voice analytics tools available today. Typically, key features of call center voice analytics software include: 

• Automatic call transcription, 
• Timestamps and speaker identification,
• Call topic discovery, and, 
• Customer sentiment analysis.

Below you’ll find a more detailed overview of the main best speech analytics tools for contact centers — Zendesk QA (formerly Klaus), Maestro QA, EvaluAgent, and Scorebuddy — along with their benefits. 

Zendesk QA (formerly Klaus)

Zendesk QA is a quality management platform designed to boost your contact center’s revenue through outstanding customer service. It uses artificial intelligence to identify where your agents might be falling short and resources going to waste, then helps you address these issues.

✅ Quick and easy setup. You won’t face a lengthy onboarding process or implementation fee. 

✅ VoiceQA technology. Zendesk QA is equipped with speech-to-text capabilities and automatically generates call summaries to make monitoring phone calls for quality assurance easier. 

✅ Manual & AutoQA capabilities across the channels. Standardize and systemize your entire QA process across all channels to save time on conversation reviews and gain more valuable insights. Understand which channels serve your customers best and what needs improvement.

MaestroQA

MaestroQA helps teams improve customer experience. The contact center quality monitoring tool allows you to score customer interactions, gather data and customer feedback, and measure agent performance over time.

✅ Speech analytics. Accurate transcriptions and diarized conversations for call center quality monitoring purposes. 

✅ Screen capture. MaestroQA can record every action your contact center agents take when handling support tickets, providing a comprehensive view of their interactions.

✅ Grader quality assurance workflow. Evaluate the accuracy of your QA graders through the “Grade the Grader” workflow.

EvaluAgent

EvaluAgent is a contact center quality assurance software that provides a range of features to help you effectively manage, monitor, and improve the performance of customer service teams.

✅ Call center QA reviews. Automatic transcriptions and call summaries for faster contact center QA reviews.

✅ Conversation transcripts. EvaluAgent’s SmartScore can transcribe any conversation and provide a summary, giving you a high-level understanding of the interaction.

✅ Unified scorecard management. Access and use multiple scorecards within the platform, regardless of the workspace or customer interaction type.

Scorebuddy

Scorebuddy allows you to evaluate customer interactions across various channels, including phone, email, and live chat support.

✅ Text analytics. Analyze why customers are calling, identify conversation trends, and speed up sentiment root cause analysis in your call center.

✅ Easily customizable scorecards. Set up different scorecards with ease, regardless of the support channel, workspace, or interaction type.

✅ Learning management. Scorebuddy offers a Learning Management System (LMS) for uploading and creating dedicated training content.

Pick the right speech analytics software for your call center

The main consideration when deciding speech analytics solution to use should be the specific needs of your team, along with your customer service goals. Ask yourself what you want out of the software:

1. Integrations with your current tools. When selecting a speech analytics tool, prioritize options that seamlessly integrate with your existing helpdesk and other tools used in your call center. This ensures that all your data is centralized, eliminating the need for switching between tabs or manual data transfers.

2. Features that matter most to your contact center, for example:

• Conversation transcripts with timestamps and speaker identification,
• Automation and AI (prioritize features powered by advanced algorithms and Natural Language Processing — like sentiment analysis and AutoQA — which can help you save time and effort on voice QA),
• Redaction of sensitive information,
• Reporting and actionable insights (look for a tool that displays data in an organized manner, with insights into agent performance and key call center metrics).

4. User-friendly interface. Make sure to test the contact center speech analytics software’s user-friendliness and intuitiveness. Consider the level of training and onboarding required for your team and avoid voice analytics tools with overly complex interfaces that could hinder your quality assurance program.

5. Reliability and compliance. Ensure that the software meets your security and compliance requirements. This includes assessing organizational and technical controls, internal policies, employee training, and certifications like SOC 2.

6. Pricing. Select a speech analytics tool that aligns with your budget while offering the necessary features and integrations. Typically, support teams allocate around $29 per call center agent monthly to their QA tool, with an average total software budget of $184 per agent monthly.

7. Scalability. Choose a speech analytics solution capable of accommodating your team’s growth and evolving needs. Review case studies to understand how the software has performed for similar companies in terms of scalability.

8. Support and customer satisfaction. Look for unbiased feedback on the provider’s support responsiveness and overall customer experience by consulting review sites such as G2. This ensures you receive adequate assistance when needed.

It may take some time to determine which solution is the best match for your company, and that’s okay. Test out several contact center voice analytics tools during free trials before committing to one option in particular.

The more you know before you choose the right one for your team, the better!