Visibility in this ranking can be paid for. Payment gives a vendor more visibility, higher up on the review pages; it never adds a vendor, and it never changes a word of the review. The largest vendors in speech analytics software
cannot hold places 1 to 3. Places 1 to 3 go to challengers, vendors outside the best-known brands in a category,
wherever the category has them; the established names follow from place 4 in their ranked order. How it works: placement disclosure ·
editorial process.
The 13 tools, reviewed
#1 Convin
Call QA and analytics with a free audit tier · India · convin.ai
Free QA tier Indian vendor Real-time assist
Convin starts at the cheapest possible point: a single manual QA platform with audit templates, an audit workflow and agent rebuttal handling is listed as free, and the paid suites add automated scoring of every call, real-time prompts for agents and a coaching queue built from the scorecards.
- Pricing: Quote only. Quote-based for the AI suites. Free plan: free plan.
- Best for: Small call centers starting QA
- Strengths: Automated QA scoring of calls, chats and email; Conversation behavior analysis; Real-time agent assist and supervisor assist.
Where it falls short
Everything beyond the free manual tool is a quote, and the pricing page gives no per-seat or per-minute figure to plan with.
Wrong for
A European regulated-industry buyer who needs a local contracting entity and a published price list. Dialpad (published per-seat tiers) or a self-built Speechmatics pipeline is easier to budget.
Visit Convin →
#2 Enthu.AI
Modular call QA agents for contact centers · India · enthu.ai
Modular agents Auto QA Compliance checks
Enthu.AI splits the work into named agents: one transcribes with speaker labels and timestamps, one summarizes objections and outcomes, one scores calls against a QA form, one watches for policy violations, one estimates CSAT, and one pushes follow-up tasks into a CRM or ticketing tool.
- Pricing: Quote only. Pricing page is rendered client-side and could not be read; treat as pricing on request and confirm in a demo. Free plan: none.
- Best for: Lending and insurance call centers
- Strengths: Transcript agent with speaker labels; Summary agent for objections and outcomes; QA agent scoring every call.
Where it falls short
No price could be read from the public site, so the real cost only appears after a demo. The company presents a Delaware address, while its privacy policy names an Indian operating entity in Mohali.
Wrong for
An enterprise that needs workforce management, recording and speech analytics from one vendor; NiCE or Verint cover that breadth.
Visit Enthu.AI →
#3 Authenticx
Conversation intelligence built only for healthcare · United States · authenticx.com
Healthcare only Human-reviewed AI Safety signals
Authenticx declines to be a general-purpose tool. Its pitch is aimed at pharmaceutical and life-sciences companies, device makers, health insurers and providers, and the modules follow their problems: adverse-event and safety signals in patient calls, Star-rating and audit readiness for plans, adherence and access questions for pharma programs.
- Pricing: Quote only. No public pricing; sales-led with a demo request, and services such as Insights Services and Conversation Analysis are sold alongside the platform. Free plan: none.
- Best for: Health insurers, pharma and device makers
- Strengths: Business insights from call patterns; Quality and coaching scorecards; Safety and compliance signal detection.
Where it falls short
It is useless outside healthcare, and the services layer means the real price is software plus consulting, neither of which is published. No European contracting entity is visible on its pages.
Wrong for
Any contact center outside healthcare and life sciences, and buyers who want a self-serve trial.
Visit Authenticx →
#4 Level AI
Auto-QA and analytics across voice and chat · United States · thelevel.ai
Auto-QA Voice of customer Agent assist
Level AI sells the familiar arc from scoring to coaching to live help, but its Voice of the Customer and analytics modules are more developed than the QA-first competitors, which matters if the aim is finding why people call rather than grading agents.
- Pricing: Quote only. Not published; a demo is the only route to a quote. Free plan: none.
- Best for: Mid-size contact centers replacing manual QA
- Strengths: Auto-QA scoring; Voice of the Customer analytics; iCSAT estimates.
Where it falls short
The product line has widened into AI virtual agents and a new Latitude platform, and the site is vague on what the analytics tier costs.
Wrong for
A team of under 20 agents that only needs call transcripts and keyword alerts.
Visit Level AI →
#5 Balto
Live agent assist with QA and insights · United States · balto.ai
Live prompts Auto-QA Collections
Balto started with on-screen prompts that appear during a call, such as a disclosure the agent has not yet read, and its vertical pages for collections, health insurance, P&C insurance, banking and home improvement show where that works best. The insights and QA modules reuse the same transcripts, so the same rules that prompt an agent also score the call afterward.
- Pricing: Quote only. Not published; the site routes to a booked meeting. Free plan: none.
- Best for: Collections, insurance and banking floors
- Strengths: Real-time agent assist; Insights from every conversation; QA/QM auto-scoring.
Where it falls short
The product now also promotes voice agents named Togo, which pulls attention from the core. No pricing is public.
Wrong for
A research or CX team that wants to mine millions of historical calls without any live coaching.
Visit Balto →
#6 Speechmatics
Speech-to-text API with cloud and on-prem options · United Kingdom · speechmatics.com
Transcription API UK vendor On-prem option
Speechmatics sits at the bottom of the stack: it turns audio into text with speaker labels and word timings, and everything above that, topic detection, scoring, dashboards, is yours to build or buy elsewhere.
- Pricing: Usage-based. Published per hour of audio: pre-recorded from $0.12 (Melia 1) to $0.38 (Enhanced), real-time from $0.20. Free plan: free trial.
- Best for: Engineering teams building their own analytics
- Strengths: Multilingual model covering 56 languages; Speaker diarization; Custom dictionary.
Where it falls short
There is no scorecard, no coaching workflow and no agent dashboard, so the real cost includes engineers and a data model. Sentiment or topic features are left to other models.
Wrong for
A contact center manager with no developers, who wants a scorecard next week.
Visit Speechmatics →
#7 Observe.AI
Interaction intelligence inside an AI agent platform · United States · observe.ai
Interaction intelligence Coaching AI agents
Observe.AI still analyzes and scores every interaction, and its coaching programs and Insight analyst tie scores to outcomes, but on the site the old speech analytics business is now one of three pillars beside voice AI that resolves requests and a companion that assists live agents.
- Pricing: Quote only. No public pricing; the pricing URL returns a not-found page and the site steers to a demo. Free plan: none.
- Best for: Banking, insurance and healthcare operations
- Strengths: Interaction Intelligence across calls; Insight analyst; Performance coaching programs.
Where it falls short
A buyer who wanted analytics only will pay for a platform narrative they may not use, and the packaging is hard to read from the website.
Wrong for
A small support team that just wants transcripts and keyword search.
Visit Observe.AI →
#8 Cresta
Conversation intelligence plus agent assist and coaching · United States · cresta.com
Conversation intelligence Coaching Berlin and London offices
Cresta's conversation intelligence product comes with an AI Analyst for questions in plain language, Automation Discovery for finding contact types that could be automated, quality management, coaching and a training simulator for practice calls.
- Pricing: Quote only. Not published; demo-led. Free plan: none.
- Best for: Large sales and service floors
- Strengths: Conversation Intelligence; AI Analyst; Automation Discovery.
Where it falls short
The marketing now centers on AI agents that handle contacts end to end, so the analytics tier is one of several products and it is not clear how it is priced alone.
Wrong for
A single-site team with fewer than 50 agents and no analyst. The tooling assumes a program office.
Visit Cresta →
#9 Dialpad AI Contact Center
Phone system with built-in call analytics and scorecards · United States · dialpad.com
Published pricing Bundled with telephony AI scorecards
Dialpad is the one entry here where the price can be read off the page and checked: the tiers are listed per user and the AI scorecard, playbook and CSAT features arrive at the middle tier. Transcription and sentiment are part of the call itself, so there is no separate upload or integration step to maintain.
- Pricing: Per user / month. Contact center tiers listed per user per month: Essentials $89, Advanced $119 (adds quality management with AI CSAT, scorecards, playbooks and coaching), Premium $149 (adds workforce management). Free plan: free trial.
- Best for: Teams moving phones and analytics together
- Strengths: Real-time transcription; Sentiment analysis; AI scorecards.
Where it falls short
The analytics work on calls that run through Dialpad, so a company with an existing telephony stack faces a platform migration to use them, or must check what integrations allow.
Wrong for
A call center that has standardized on another CCaaS and wants analytics overlaid.
Visit Dialpad AI Contact Center →
#10 CallMiner
Eureka platform for analyzing 100% of interactions · United States · callminer.com
Established specialist Redaction Compliance
CallMiner organizes its Eureka platform in four layers: capture (audio, screen recording, redaction), intelligence (analysis and visualization), augmentation (coaching and real-time help) and automation (outreach and virtual agents). It names use cases such as collections, fraud detection, risk and compliance, and BPO.
- Pricing: Quote only. Not published; sales-led. Free plan: none.
- Best for: Enterprise analytics and compliance teams
- Strengths: Recording and screen recording; Redaction of sensitive data; Analysis and visualization.
Where it falls short
It is built for central analytics teams and the rollout is a project: category design, scoring models, integrations. The company has widened into virtual agents, and no price list exists to compare.
Wrong for
A 15-seat call center that wants scores next week.
Visit CallMiner →
#11 Verint CX Analytics
Omnichannel analytics in a workforce engagement suite · United States · verint.com
Enterprise suite WFM and QA Voice of customer
Verint places speech and text analytics beside workforce management, quality intelligence that evaluates interactions across channels, compliance recording and agent assist, all under its Verint Platform with a governance layer called Da Vinci. A site that already schedules agents and records calls with Verint gains analytics on data that is already in place, with shared permissions and a single vendor contract.
- Pricing: Quote only. Not published; enterprise sales. Free plan: none.
- Best for: Enterprise contact centers with WFM in place
- Strengths: Omnichannel intelligence; Voice of the Customer; Quality Intelligence.
Where it falls short
Analytics bought as a standalone project is heavy for what it delivers, and the website gives no entry price or tier.
Wrong for
A mid-sized team without Verint recording or WFM, since the value is in the suite.
Visit Verint CX Analytics →
#12 NiCE Interaction Analytics
Speech and text analytics from the CXone vendor · Israel · nice.com
Enterprise Israeli vendor Topic discovery
NiCE sells interaction analytics in two tiers. The base tier detects entities, topics and outcomes with sentiment and frustration. The Advanced tier adds AutoDiscovery, intent and activity models and a Copilot that filters and searches by question; extra AI models for CSAT and sales effectiveness are sold on top. It can also be purchased as part of the Complete or Ultimate suites.
- Pricing: Quote only. Two tiers, a base one and an Advanced one, also bundled in Complete and Ultimate suites; no price published. Free plan: none.
- Best for: Large enterprises on or near CXone
- Strengths: Entity, topic and outcome detection; Sentiment and frustration detection; AutoDiscovery.
Where it falls short
Analytics purchased alone is a long sales process, the tiers and suite bundles take effort to compare, and the best features sit in Advanced.
Wrong for
A small team on a different phone system.
Visit NiCE Interaction Analytics →
#13 Amazon Connect conversational analytics
Analytics built into Amazon Connect (formerly Contact Lens) · United States · aws.amazon.com
Former Contact Lens AWS native Usage-based
The product once called Contact Lens now appears as conversational analytics inside Amazon Connect, next to performance evaluations, screen recording and generative summaries. Because it runs inside the contact center, there is nothing to integrate and analytics data reaches the console, an analytics data lake, APIs and S3 buckets.
- Pricing: Usage-based. Usage-based across Amazon Connect; base voice listed at $0.038 per minute, with analytics rates on a separate pricing details page not verified here. Free plan: none.
- Best for: Teams already running Amazon Connect
- Strengths: Conversational analytics; Performance evaluations; Screen recording.
Where it falls short
It analyzes contacts that run through Amazon Connect only, so recordings from another system need a different tool.
Wrong for
Any team not on Amazon Connect.
Visit Amazon Connect conversational analytics →
Questions and answers
What is the best speech analytics software in 2026?
Convin ranks first of 13, best for small call centers starting QA. Enthu.AI is second (lending and insurance call centers) and Authenticx third (health insurers, pharma and device makers). Places 1 to 3 go to challengers, vendors outside the best-known brands, wherever the category has them.
What is the difference between speech analytics and conversation intelligence?
Speech analytics historically meant analyzing phone call audio after the fact, finding topics, silence, sentiment and compliance phrases.
How much does speech analytics software cost?
Published prices are rare. Dialpad lists contact center plans at $89, $119 and $149 per user per month, with scorecards from the middle tier. Speechmatics lists transcription from $0.12 per audio hour.
Can speech analytics work with the phone system I already have?
Usually yes, for dedicated vendors such as CallMiner, Level AI, Balto, Convin or Enthu.AI, which take recordings or streams from your telephony platform through integrations or an API.
Does speech analytics need real-time processing?
Only if you want to change the call while it is happening. Real-time prompts, such as a reminder to read a disclosure, are the reason to look at Balto, Cresta or Dialpad.
Is speech analytics allowed under GDPR?
It can be, but call recording and automated scoring both need a lawful basis, a notice to callers and a retention limit, and works councils in some countries must approve agent scoring.
How accurate is the transcription?
No vendor figure in this ranking was independently verified, and accuracy depends on audio quality, accents, vocabulary and language mix. Phone audio is compressed and often has two speakers talking over each other, so results differ from clean studio benchmarks.
Can I build speech analytics myself instead of buying a product?
Yes, with a transcription API such as Speechmatics for the text and your own code or language models for scoring and search. It gives control over data and cost per hour, and suits teams with developers.
What happens to my data if I leave the vendor?
Transcripts and audio can usually be exported, but scoring models, category definitions and coaching history are often locked to the platform.
Do small call centers need speech analytics at all?
Below about 10 agents, a supervisor can listen to a meaningful share of calls, and transcripts plus keyword search from a phone system may be enough.
Should I pick a vendor that now focuses on AI voice agents?
Check what share of the roadmap is analytics. Observe.AI, Cresta, Level AI and Convin lead their sites with agents that handle contacts themselves, so analytics may be a secondary module.
