Best Contact Center Analytics Software (2026): Top 9 Compared

CallMiner describes its product as a customer experience automation platform built on conversation intelligence. It captures interactions from calls, emails, texts and surveys, then applies AI to categorise them, score them and tag transcripts with sentiment and emotion. Root-cause analysis and journey mapping sit in the analytics layer.

The suite is sold as modules. Analyze and Visualize cover discovery and reporting. Coach handles automated scoring and agent feedback. RealTime gives agents next-best-action guidance during a call. Redact, Record and Screen Record handle capture and data protection. Outreach and OmniAgent use the same intelligence for proactive contact and voice and chat AI agents.

Generative AI tools include automatic category creation, contact summaries and natural-language search across interactions. CallMiner lists a Forrester Wave report on conversation intelligence for contact centers among its resources. Pricing is by quote.

Verint Speech Analytics transcribes and analyses voice interactions to find the words, phrases, categories and themes that affect customer experience. The vendor states that it can analyse up to 100% of calls. It names four uses: contact center performance, customer experience, churn reduction and compliance risk.

The product page describes a unified visual player. It places the transcript, detected emotions, topics, screen recording and QA evaluation for one interaction in a single view. Supervisors use it as evidence for coaching. Verint attributes transcription to its Exact Transcription Bot and cites customers reporting 90% accuracy.

Speech Analytics sits inside the Verint CX Automation Platform. The platform also includes workforce engagement, quality automation, copilots, knowledge automation and conversational AI. Calabrio, formerly a separate analytics and workforce vendor, now directs its site to Verint. Pricing is by quote.

Medallia Speech brings call and chat analytics into the Medallia experience management platform. It transcribes conversations in dozens of languages and applies text analytics, Medallia AI and acoustic sentiment analysis. The results appear as metrics such as sentiment, emotion, script compliance and impact scores.

The product estimates KPIs from conversations, including first contact resolution and estimated NPS, and supports custom KPIs. Compound Topics and Automated Scores detect what did or did not happen in an interaction. Examples include competitor mentions, script compliance and churn risk.

The main difference from a standalone speech tool is the link to feedback data. A team that runs surveys in Medallia can view survey results and conversation analytics together at agent, team, site and global level. Pricing is not published.

Tethr, a conversation intelligence vendor for contact centers, is now part of Capacity. The Tethr site lists the combined portfolio: intelligent virtual agents, conversation intelligence, real-time agent assist, automated quality assurance and campaigns and workflows. Automated QA analyses every interaction and builds a score for each one.

Capacity publishes its pricing structure but not its prices. Buyers pay an annual platform fee for one of three tiers. Core covers the knowledge base, helpdesk, AI Agent Builder and analytics with up to 100 GB of storage. Pro adds live chat, real-time Agent Assist, conversation intelligence and AQA. Enterprise adds campaigns, CRM, advanced workflows and an optional HIPAA package.

Usage is charged separately. AI agents are priced per chat response, voice minute, email response or SMS message, with volume discounts. Conversation intelligence and AQA are priced per hour of agent time. The vendor states that bundling them with real-time assist gives the best value.

Invoca starts from call tracking. Dynamic numbers on a website connect each inbound call to the visitor's session and campaign data. Calls can then be recorded, routed through custom IVRs and reported back to Google Ads, Google Analytics 4, Microsoft Ads, Meta Ads, HubSpot and Slack.

The analytics sit in the Signal AI add-on. It provides generative AI transcripts, keyword spotting, caller and agent sentiment and redaction of card numbers, social security numbers and dates of birth. Signal AI Studio lets a team build custom models for caller intent, product interest, outcome and topics. A separate Quality Management and Agent Coaching add-on scores agents against defined criteria.

The pricing page lists Pro, Enterprise and Elite plans by annual number allowance and custom Signals. Separate Performance plans serve pay-per-call and affiliate programs. PreSense sends a caller's digital journey to the contact center before the call starts.

Scorebuddy began as a contact center quality assurance tool and now sells three packages that add AI and analytics in steps. Foundation is the entry QA product: customisable scorecards, QA workflows, a calibration module, agent dashboards, reporting, root-cause analysis, compliance reporting and peer-to-peer scoring.

Accelerate adds AI auto scoring with 500 monthly AI scores, custom BI dashboards, a coaching module, a multilingual interface and integrations with Genesys, Amazon Connect, NiCE CXone, Five9, Talkdesk and Dixa. Elite adds conversation analytics, AI voice transcription, 1,000 monthly AI scores, Salesforce and open API integration, SSO and a choice of EU, US or UK data regions.

Price depends on the number of users and the package. AI scoring and transcription use credits, consumed per interaction, with extra bundles for sale. Contracts are annual, and a 14-day free trial is available.

Enthu.AI sells AI-based quality management and conversation analytics for voice teams. Its pricing page lists three suites: eValu8 for manual QA, aiQ for AI scoring and aiQ++ with generative AI scans. Features include call transcripts, AI summaries, speaker separation, sentiment analysis, keyword spotting, 100% QA coverage, calibration sessions and coaching.

The Growth plan costs $59 per agent per month for teams of up to 25 voice agents and includes 60 hours per agent per month. The manual QA suite has two flat tiers: $500 a month for up to 100 agents and $1,499 a month for up to 500 agents. Enterprise pricing is custom.

The product redacts 16 or more types of personal data from audio and transcripts. It detects English and Spanish. Recordings are fetched from third-party phone and chat systems through 30 or more integrations. A 14-day trial and a 30-day proof of concept are offered.

MaestroQA began as a contact center QA company and now describes its product as a conversation data platform. It ingests conversation data from many sources, including the contact center, and joins it with other business data. Staff across the company can analyse the data with AI prompting and visualisations, with access controls.

The results feed actions: reverse-ETL into other systems, QA workflows and coaching workflows. Named use cases include compliance risk detection, missed sales opportunities, churn and escalation detection, AI chatbot monitoring, BPO and agent governance and voice-of-customer analysis.

The homepage cites customers that moved from manual QA reviews to AI-assisted coaching across all conversations. Pricing is tailored. A buyer completes a form and receives a quote after a call about requirements.

Authenticx sells conversation intelligence for healthcare only. It analyses calls between healthcare companies and their patients, providers and members. The product has three areas: business insights, quality and coaching and safety and compliance.

Business insights look for systemic barriers to adherence and retention and for the root causes of friction. Quality and coaching covers QA for every interaction and faster agent onboarding. Safety and compliance uses AI to detect safety and compliance risks, separate true risks from false alarms and document compliance.

The vendor positions the product for organisations handling millions of conversations. Buying starts with a personalised demo, followed by a tailored solution with dedicated account support. Pricing is not published.