Call Center Voice Analytics

3 Best Call Center Voice Analytics Software in 2024

Choosing the right call center voice analytics software is crucial for enhancing customer experience and improving agent performance. With numerous options available, it can be challenging to find the perfect fit for your business needs. This blog post will guide you through the essential factors to consider when selecting a call center voice analytics software. We’ll also introduce you to three top tools—SentiSum, Qualtrics Connect, and NICE Nexidia Analytics—highlighting their strengths and weaknesses to help you make an informed decision.

Read More: Improve Customer Experience With Call Center Speech Analytics

Key Factors to Consider When Choosing the Right Call Center Voice Analytics Software

1. Actionable Insights

When selecting call center voice analytics software, the primary goal is to gain actionable insights. It’s not enough for the software to simply collect data; it must help you understand the root causes of customer sentiment. The best tools allow you to pinpoint specific issues and take steps to improve customer satisfaction. They provide clarity and direction, enabling your team to make data-driven decisions that enhance performance and customer experience.

  • Identify root causes of negative sentiment
  • Understand customer sentiment drivers
  • Make data-driven decisions to improve metrics

2. Holistic Integration

A holistic integration across all customer feedback and support channels is essential. Customers interact with your business through various channels, including voice calls, chats, emails, and surveys. A top-notch call center voice analytics software should integrate these channels, providing a unified view of customer feedback. This comprehensive approach ensures that you don’t miss any critical insights, allowing for a more accurate understanding of customer sentiment and behavior.

  • Integrate voice calls, chats, emails, and surveys
  • Gain a unified view of customer feedback
  • Improve decision-making with comprehensive data

3. Ease of Use

Ease of use is another critical factor. Advanced features should not come with a steep learning curve. The best call center voice analytics software is intuitive and user-friendly, allowing anyone in your team to quickly access and utilize insights. This accessibility ensures that valuable insights are not siloed and can be easily shared across the organization, leading to more informed and collaborative decision-making.

  • User-friendly interface
  • Minimal training required
  • Wide accessibility for all team members

4. Customizability

Customizability is vital for meeting the specific needs of different teams within your organization. A flexible dashboard allows you to tailor the insights to your requirements, ensuring that the most relevant data is always at your fingertips. Customizable software enables different departments to create their own dashboards, making it easier to track performance and make improvements specific to their roles.

  • Tailor dashboards to specific needs
  • Ensure relevant data is easily accessible
  • Enable departments to create custom views

3 Best Call Center Voice Analytics Software

1. SentiSum

SentiSum is a powerful AI-powered call center voice analytics software that excels in providing granular insights from voice calls. Its multichannel sentiment analysis capability sets it apart, making it a comprehensive tool for analyzing customer feedback across all channels. SentiSum’s AI-driven insights help you quickly identify and address the root causes of customer dissatisfaction.

SentiSum’s Strengths

SentiSum stands out for its ability to provide actionable insights. Its natural language processing (NLP) technology understands the topics and tone of support calls, translating them into easy-to-understand insights. This capability allows you to identify negative sentiment drivers and address them promptly, improving customer satisfaction and agent performance.

  • Actionable insights from voice and text analytics
  • Real-time pattern and trend insights
  • Automated feedback on agent performance

SentiSum also excels in holistic integration. It brings together data from all feedback channels, providing a comprehensive view of customer sentiment. This integration ensures that you’re not missing any critical insights, allowing for better decision-making and a more complete understanding of customer feedback.

  • Integrates data from all feedback channels
  • Provides a complete picture of customer sentiment
  • Enhances decision-making with comprehensive insights

Ease of use is another significant strength of SentiSum. Its intuitive interface and NLP capabilities make it easy for anyone to access and analyze data. You can quickly log in and start assessing agent performance or sentiment drivers without any technical skills.

  • Intuitive and user-friendly interface
  • Minimal training required
  • Accessible insights for all team members

SentiSum’s customizable dashboard allows you to tailor the insights to your needs. Different teams can create their own dashboards, ensuring that they have access to the most relevant data for their specific roles.

  • Customizable dashboards for different teams
  • Relevant insights at a glance
  • Improved performance tracking

SentiSum’s Weaknesses

Despite its strengths, SentiSum does have some limitations. Its focus on support and feedback channel insights may not suit businesses looking for more generalized text analytics tools. Additionally, its pricing may be prohibitive for smaller brands with lower volumes of tickets.

  • Niche focus on support and feedback channels
  • Higher cost for smaller brands

Customer Reviews and Pricing

SentiSum has received positive feedback from its users, who appreciate its ability to uncover hidden insights and facilitate actionable improvements. However, its cost can be a concern for smaller businesses.

  • Positive user feedback on insights and usability
  • Pricing starts at $3,000 a month for the Pro tier
  • Customizable pricing for the Enterprise tier

2. Qualtrics Connect

Qualtrics Connect, formerly known as Clarabridge Engage, is a robust call center voice analytics software designed for comprehensive experience analysis. It integrates seamlessly with the Qualtrics XM suite, making it an excellent choice for businesses already using other Qualtrics products.

Qualtrics Connect’s Strengths

One of the main strengths of Qualtrics Connect is its integration with the Qualtrics XM suite. This integration allows for a joined-up experience analysis across different areas such as product, brand, and employee experience. The software uses advanced NLP and AI technology to analyze customer calls, identifying trends and routing issues to the appropriate personnel.

  • Seamless integration with Qualtrics XM suite
  • Advanced NLP and AI technology
  • Comprehensive experience analysis

Qualtrics Connect also excels in providing detailed insights. Its ability to track sentiment from customer calls and detect hidden trends helps businesses understand common issues and improve customer satisfaction.

  • Detailed insights into customer sentiment
  • Detection of hidden trends
  • Improved customer satisfaction

The software’s predictive capabilities are another significant advantage. Qualtrics Connect can predict NPS and other survey scores based on call analysis, providing valuable foresight into customer satisfaction and areas needing improvement.

  • Predictive survey score capabilities
  • Valuable foresight into customer satisfaction
  • Identification of improvement areas

Qualtrics Connect’s Weaknesses

However, Qualtrics Connect has some drawbacks. Its setup is complex and time-consuming, which can be a barrier for businesses not already using other Qualtrics products. Additionally, its high cost and challenging user interface can deter potential users.

  • Complex and time-consuming setup
  • High cost and challenging user interface

Customer Reviews and Pricing

Qualtrics Connect receives mixed reviews, with customers appreciating its powerful analytics but often criticizing its complexity and cost. Pricing details are flexible, based on specific business needs.

  • Mixed customer reviews on analytics and complexity
  • Flexible pricing based on business requirements

3. NICE Nexidia Analytics

NICE Nexidia Analytics is a specialized call center voice analytics software designed for enterprise-level organizations. Its robust features and wide application make it suitable for large businesses looking for comprehensive customer experience insights.

NICE Nexidia’s Strengths

NICE Nexidia excels in providing advanced analytics for enterprise-level organizations. Its AI-powered technology brings together various customer contact channels, offering a comprehensive view of customer interactions. This capability is especially valuable for large businesses with significant amounts of data.

  • Advanced analytics for enterprise-level organizations
  • AI-powered technology for comprehensive insights
  • Suitable for large businesses with significant data

The software’s predictive capabilities are another strength. NICE Nexidia can predict NPS and other survey scores, helping businesses understand how individual conversations impact customer experience metrics.

  • Predictive survey score capabilities
  • Insight into conversation impact on customer experience
  • Improved customer experience metrics

NICE Nexidia also offers robust compliance features, making it a reliable choice for businesses needing to adhere to strict regulations. This focus on compliance ensures that customer data is handled securely and efficiently.

  • Robust compliance features
  • Reliable for businesses with strict regulations
  • Secure and efficient data handling

NICE Nexidia’s Weaknesses

However, NICE Nexidia may be overkill for smaller organizations. Its extensive setup process and high emphasis on compliance may not be suitable for businesses looking for a simpler solution.

  • Overkill for smaller organizations
  • Extensive setup process and high compliance emphasis

Customer Reviews and Pricing

NICE Nexidia is well-regarded by enterprise clients, with positive reviews highlighting its advanced capabilities and compliance features. Pricing is based on the number of agents using the software, starting from $94 per agent per month for basic voice capabilities.

  • Positive reviews from enterprise clients
  • Pricing based on agent usage
  • Starts from $94 per agent per month


When choosing call center voice analytics software, consider actionable insights, holistic integration, ease of use, and customizability. SentiSum, Qualtrics Connect, and NICE Nexidia Analytics each offer unique strengths and weaknesses. Assess your specific needs to select the best tool for your organization.

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