10 Best Call Center Software With AI Speech Analytics

Best Call Center Software With AI Speech Analytics: Comparison Table (Based on Real G2 Reviews)

The table below sorts the ten tools by what they do best, what they cost to start, and how real users rate them on G2. Pricing comes from each vendor’s public page where one exists; where a vendor only quotes on request, we say so plainly. If you are still scoping budget, our breakdown of how much call center software costs puts these numbers in context.

What Are The Benefits of AI Speech Analytics for Call Centers?

According to Salesforce’s 2025 State of Service Report, AI is expected to handle half of all customer service cases by 2027, up from roughly 30% today. With your customers talking to your AI agents half the time, it’s important to be able to review the quality of those calls.

And without a proper call score, sales managers miss coaching opportunities, compliance issues go unflagged, and support and RevOps miss churn signals. Manual quality assurance can only check a small fraction of calls, so the other 95-plus percent of conversations are lost in a black box.

Most teams try to fix this by hiring more QA reviewers or adding an IVR menu onto the front of the queue, but reviewers still can only listen to so many recordings an hour, and a menu tells you nothing about what was said once the call connects.

AI call center software with speech analytics reads every conversation, not a sample, outputting searchable transcripts, sentiment scores, topic trends, and call scores you can act on.

This software makes life easier, but the hard part is knowing which tool to choose for your team.

That is where verified peer reviews come in. In this guide we reviewed the ten best call center platforms with AI speech analytics, ranked by their real G2 ratings and review counts, so you can shortlist with proof instead of promises and learn how to match a tool to the size and stage of your team. See how CloudTalk turns unscored calls into coaching data and start free.

Why Trust Our Software Reviews

For nearly a decade, we’ve helped over 30,000+ professionals find and implement smarter business communication tools. We’ve reviewed 200+ software tools across industries, analyzed 5,500+ verified customer reviews from platforms like G2, Capterra, Trustpilot, and TrustRadius, and drawn insights from real user discussions on Reddit and Quora.

In the past year alone, we published 1,000+ articles, each one written by humans for humans. We lead every ranking below with the G2 rating and review count for the product, flag any figure still being verified on G2, and quote vendor pricing only where it is published.

Where a tool is built for the enterprise rather than a growing team, we say so rather than pretend one tool fits everyone. You can read how we keep our content integrity and our software review methodology.

Our Methodology: How We Chose the Best Call Center Software With AI Speech Analytics

We did not rank these tools on feature counts alone. The list weighs what a buyer cares about: genuine AI speech-analytics capability, a visible G2 presence, and how often the tool shows up when teams compare options.

Here is what shaped the ranking:

• Verified G2 proof first. Each entry leads with the product’s G2 rating and review count. Where a figure could not be confirmed at the live G2 page during research, we flag it for verification rather than publish an unverified number.
• Speech-analytics depth, beyond plain calling. A tool earned its place by transcribing, scoring, and surfacing insight from conversations, whether that runs post-call or in real time.
• Pricing transparency. Where a vendor publishes a starting price, we show it. Where pricing is quote-only, we say “quote-based” instead of guessing.
• Fit by team size. Some of these platforms are built for thousand-seat regulated operations, others for a ten-person sales team. We label the fit so you do not buy enterprise complexity you will never use.

The data behind each entry comes from the vendors’ own product and pricing pages, peer reviews on G2, and CloudTalk’s internal review methodology.

The 10 Best Call Center Software With AI Speech Analytics in 2026

Each entry below follows the same structure: what the tool is, its key features, pricing, a pros-and-cons table, what customers say, the G2 rating line, and a short comparison against CloudTalk so you can see the trade-off at a glance.

CloudTalk comes first as the SMB-affordable pick, followed by the enterprise specialists and CCaaS platforms. If you want the wider context first, our guide to what call center software is covers the basics this list builds on.

1. CloudTalk

What Is CloudTalk?

CloudTalk is the global AI business calling software built for SMB growth, turning sales and support conversations into information that your team can use to improve how they work.

It pairs a full cloud phone system (VoIP) with AI Conversation Intelligence, so a growing team gets calling and speech analytics in one platform instead of having to pick and choose from various software providers. It is built for SMBs that want serious AI features but not the enterprise analytics platform.

What Are CloudTalk’s Key Features?

CloudTalk’s speech-analytics value sits inside its AI Conversation Intelligence add-on, which reads every recorded call rather than a sample:

One honest note for analytics buyers: CloudTalk’s Conversation Intelligence runs post-call, not in real time. Real-time transcription and live sentiment are a current gap, so if you need an in-the-moment whisper feed, look at Dialpad below.

Customer story — Integrity360 (Sales Acceleration): Integrity360 tripled SDR pickup rates with CloudTalk, the kind of outbound lift speech analytics is built to coach toward. Read the story.

What Is the Pricing of CloudTalk?

CloudTalk sells five plans, and AI speech analytics is always a paid add-on rather than something bundled into a tier:

• Lite: $19/user/month (billed annually). Available only in North America and Latin America.
• Starter: $25/user/month (billed annually).
• Essential: $29/user/month (billed annually).
• Expert: $49/user/month (billed annually). Includes the Power Dialer.
• Custom: Contact Sales.
• AI Conversation Intelligence add-on: €9/user/month (billed annually), available on any plan. The AI Voice Agent is a separate usage-based add-on starting at $99/month for 200 minutes.

That makes CloudTalk one of the few ways to get real speech analytics on a sub-$30 base plan, where most analytics specialists in this list start at quote-only enterprise pricing.

What Do Customers Say About CloudTalk?

Reviewers praise how quickly CloudTalk goes live and how approachable the AI features are for teams without a dedicated operations function. G2 has recognized CloudTalk for usability and implementability in speech analytics for SMBs. The most common limitation reviewers raise is the lack of real-time transcription, which the post-call model does not yet cover.

CloudTalk holds a G2 rating of 4.4/5 across 1710 reviews. You can read them at the CloudTalk G2 page.

Test CloudTalk against your real call volume with a 14-day free trial.

2. Talkdesk

What Is Talkdesk?

Talkdesk is an AI-powered cloud contact center platform, marketed as Talkdesk CX Cloud, that bundles interaction analytics, the Talkdesk Copilot agent assist, and omnichannel routing. It is aimed at large and enterprise contact centers that need complex routing alongside built-in speech and text analytics. The analytics run across calls rather than as a bolt-on.

What Are Talkdesk’s Key Features?

What Is the Pricing of Talkdesk?

Talkdesk starts at $85/user/month for its Digital Essentials plan, with higher tiers quoted on request. For a full tier breakdown, see our guide to Talkdesk pricing.

What Do Customers Say About Talkdesk?

Reviewers value the platform’s depth, omnichannel coverage, and AI assist for large teams. The recurring caution is the gap between a strong G2 score and a much lower Trustpilot rating, where some users flag support and billing friction.

Talkdesk holds a G2 rating of 4.4/5 across 2,500+ reviews. You can read them at the Talkdesk G2 page.

Talkdesk vs. CloudTalk

3. Dialpad

What Is Dialpad?

Dialpad, marketed as Dialpad Ai, is an AI-native business communications and contact center platform with real-time transcription and sentiment analysis built in. It is aimed at teams that want always-on, in-the-moment AI rather than post-call review. The Ai layer runs across the calling experience by default.

What Are Dialpad’s Key Features?

What Is the Pricing of Dialpad?

Dialpad’s published entry tier starts around $15/user/month, with a Pro tier higher up and Enterprise quoted on request. For the current tier breakdown, see our guide to Dialpad pricing.

What Do Customers Say About Dialpad?

Reviewers single out the real-time transcription and live sentiment as the standout, especially for live coaching. The most common limitation is transcription accuracy slipping with strong or non-native accents.

Dialpad holds a G2 rating of 4.4/5 across 4,600+ reviews. You can read them at the Dialpad G2 page.

Dialpad vs. CloudTalk

4. Observe.AI

What Is Observe.AI?

Observe.AI is a conversation intelligence and AI platform for contact centers that transcribes and auto-scores 100% of interactions on top of an existing CCaaS stack. It is built for mid-market and enterprise teams that want post-call QA, auto-scoring, and coaching without ripping out their phone system. It runs as a layer, not a full platform replacement.

What Are Observe.AI’s Key Features?

What Is the Pricing of Observe.AI?

Observe.AI pricing is quote-based and not publicly listed, so total cost depends on volume and the modules you enable. If you are weighing the trade-offs, our primer on quality assurance explains what an auto-QA layer should deliver before you commit to a quote.

What Do Customers Say About Observe.AI?

Reviewers praise the depth of auto-QA and the speed of adopting it on top of an existing stack. The common caveat is that it is an analytics layer for larger operations rather than an all-in-one system, with pricing set by quote.

Observe.AI holds a G2 rating of 4.6/5 across 233+ reviews. You can read them at the Observe.AI G2 page.

Observe.AI vs. CloudTalk

5. CallMiner Eureka

What Is CallMiner Eureka?

CallMiner Eureka is an enterprise conversation intelligence and speech analytics platform that analyzes 100% of interactions across voice, chat, email, and social. It is built for large enterprise contact centers that need the deepest analytics, compliance, and root-cause analysis. It is a long-standing G2 Leader in the speech analytics category.

What Are CallMiner Eureka’s Key Features?

What Is the Pricing of CallMiner Eureka?

CallMiner Eureka pricing is quote-based and not publicly listed, sold on an annual hours-analyzed or seat-based model. Because the value depends on how much you analyze, it helps to map your goals against the call center analytics you actually need before you request a quote.

What Do Customers Say About CallMiner Eureka?

Reviewers value the analytical depth and multi-channel coverage for large, regulated operations. The recurring theme is that the depth comes with enterprise complexity and a quote-based commitment, which smaller teams find heavy.

CallMiner Eureka holds a G2 rating of 4.5/5 across 235+ reviews. You can read them at the CallMiner Eureka G2 page.

CallMiner Eureka vs. CloudTalk

6. Verint

What Is Verint?

Verint Speech and Text Analytics is part of Verint’s workforce-engagement and open CCaaS platform, delivering speech and text analytics for the enterprise. It is built for enterprises that want analytics inside a broader workforce-engagement-management suite rather than a standalone tool. The analytics sit alongside quality management, workforce management, and voice-of-customer.

What Are Verint’s Key Features?

What Is the Pricing of Verint?

Verint pricing is quote-based and not publicly listed, and most of its value comes bundled with the wider workforce-engagement suite. If standalone scoring is your goal, our guide to quality assurance call monitoring helps you judge whether you need the full suite or a lighter tool.

What Do Customers Say About Verint?

Reviewers point to the strength of having analytics embedded in a complete workforce-engagement suite. The common limitation is that the value is hard to unlock unless you commit to the wider Verint platform.

Verint holds a G2 rating of 4.4/5 across 88+ reviews for its Speech and Text Analytics product. You can read them at the Verint Speech and Text Analytics G2 page.

Verint vs. CloudTalk

7. Five9

What Is Five9?

Five9 is an intelligent cloud contact center platform with Genius AI for analytics, agent assist, and intelligent virtual agents. It is built for high-volume outbound and inbound contact centers that want predictive dialing alongside AI analytics. The platform covers omnichannel and workforce optimization at scale.

What Are Five9’s Key Features?

What Is the Pricing of Five9?

Five9 starts at $119/user/month for its Digital tier and climbs from there, with Plus, Pro, and Enterprise quoted on request (a 50-seat minimum applies). For how that compares to other contact center quotes, see our breakdown of Five9 pricing.

What Do Customers Say About Five9?

Reviewers value the outbound dialing power and mature compliance reporting for large operations. The recurring caution is setup complexity and a G2 rating that sits below several peers in this list.

Five9 holds a G2 rating of 4.1/5 across 594 reviews. You can read them at the Five9 G2 page.

Five9 vs. CloudTalk

8. NICE CXone

What Is NICE CXone?

NICE CXone, also branded CXone Mpower, is an enterprise CCaaS platform with Enlighten AI for interaction analytics, auto-QA, and agent assist. It is built for large or regulated enterprises that need deep workforce management, compliance, and analytics. The platform combines analytics with omnichannel routing at scale.

What Are NICE CXone’s Key Features?

What Is the Pricing of NICE CXone?

NICE CXone publishes suite pricing starting at $110/user/month for its Omnichannel Suite, rising to $135 (Essential), $169 (Core), $209 (Complete), and $249 (Ultimate) per agent per month, with larger deployments quoted on request. For the full tier-by-tier picture, see our guide to NICE CXone pricing.

What Do Customers Say About NICE CXone?

Reviewers highlight the analytics and workforce-management depth for large, regulated operations. The common limitation is implementation length and cost, which puts it out of reach for smaller teams.

NICE CXone holds a G2 rating of 4.3/5 across 1,700+ reviews. You can read them at the NICE CXone G2 page.

NICE CXone vs. CloudTalk

9. Genesys Cloud CX

What Is Genesys Cloud CX?

Genesys Cloud CX is an enterprise cloud contact center and experience-orchestration platform with AI Experience for speech and text analytics. It is built for enterprises that need to orchestrate complex omnichannel journeys at scale with built-in analytics. The platform combines analytics with predictive routing and virtual agents.

What Are Genesys Cloud CX’s Key Features?

What Is the Pricing of Genesys Cloud CX?

Genesys Cloud CX starts at $75/user/month for its Cloud CX 1 tier (billed annually), with higher tiers quoted on request. For the tier-by-tier detail, see our guide to Genesys Cloud CX pricing.

What Do Customers Say About Genesys Cloud CX?

Reviewers value the orchestration power and analytics depth for complex enterprise journeys. The recurring theme is enterprise complexity and cost, which smaller teams find hard to justify.

Genesys Cloud CX holds a G2 rating of 4.4/5. You can read them at the Genesys Cloud CX G2 page.

Genesys Cloud CX vs. CloudTalk

10. Gong

What Is Gong?

Gong is a revenue-intelligence platform that captures and analyzes customer conversations across calls, emails, and meetings with AI. It is built for revenue and sales teams that want conversation intelligence plus deal and forecast insights. It is not a call center phone system; it analyzes conversations rather than routing or handling calls.

What Are Gong’s Key Features?

What Is the Pricing of Gong?

Gong pricing is quote-based, combining a platform fee with a per-user charge, and is not publicly listed. Since Gong is a sales-analytics layer rather than a phone system, it is worth comparing it against dedicated conversation intelligence software before you commit to a quote.

What Do Customers Say About Gong?

Reviewers rate Gong’s conversation intelligence and forecasting among the best for revenue teams, reflected in the largest G2 review base here. The recurring caveat is that it is a sales analytics layer, not a phone system, so it does not replace a contact center stack.

Gong holds a G2 rating of 4.7/5 across 6,400+ reviews. You can read them at the Gong G2 page.

Gong vs. CloudTalk

How to Choose the Right Call Center Software With AI Speech Analytics for Your Team

The right tool depends less on which has the longest feature list and more on the size of your team, the work you need analyzed, and how much you can spend. Use these questions to narrow the field.

Does Your Team Need Real-Time or Post-Call Analytics?

Real-time analytics transcribe and score the call as it happens, which powers live agent whisper feeds and in-the-moment coaching. Post-call analytics process the conversation after it ends, which covers QA, coaching review, call center sentiment analysis, and compliance audits. If live assist is non-negotiable, Dialpad’s real-time transcription is the clear fit. If you mainly review and coach after calls, a post-call tool like CloudTalk’s Conversation Intelligence covers it at a lower price.

How Big Is Your Team, and How Fast Do You Need to Launch?

Enterprise platforms like CallMiner, Verint, NICE, and Genesys deliver enormous depth, but they come with long implementations and quote-based pricing. A growing team of ten to fifty reps rarely needs that machinery and pays for complexity it never uses. A self-serve platform that goes live in days is usually the better match for SMBs, which is where CloudTalk’s fast setup earns its place and where small tweaks can improve call center performance without a six-month rollout.

What Do You Actually Want the AI to Analyze?

Be specific about the output you need. Sales teams usually want talk/listen ratio, topic detection, and deal insight. Support teams want sentiment, auto-QA scoring, compliance flags, and AI summarization tools that condense long calls into action items. A revenue team focused on pipeline might be better served by a sales-only tool like Gong than by a full contact center platform. Match the analysis to the job before you compare prices.

Customer story — RateMyAgent (Professional Services / Customer Support): RateMyAgent cut feature-related support inquiries by 66% with CloudTalk, exactly the kind of repeat-driver insight topic detection and sentiment analysis are meant to surface. Read the story.

Is Pricing Transparent, and What Is the True Total Cost?

Several tools in this category publish no public price and quote only after a sales call, which makes budgeting harder. Watch for the difference between a base seat price and the add-ons that carry the AI. CloudTalk, for example, lists plan prices openly and prices AI Conversation Intelligence as a clear €9/user/month add-on, so the total is easy to calculate before you commit. Our overview of call center software requirements is a useful checklist for pinning down true cost.

Will It Fit the Tools You Already Run?

Speech analytics is only useful when its output lands where your team works. Check that the platform writes transcripts, summaries, and tags back into your CRM or helpdesk. CloudTalk ships 100+ native integrations with two-way sync into CRMs and helpdesks, so AI summaries and topics land on the right record automatically rather than living in a separate dashboard.

Why G2 Ratings Actually Matter When Choosing AI Speech Analytics Software

Vendor marketing tells you what a tool is supposed to do. G2 tells you what it does once real teams run it in production. That is why the target buyer for this category searches with “g2” attached: they want peer proof, not promises. That same peer signal is what earned CloudTalk recognition as an easiest-to-use and best-in-usability speech analytics platform by G2 for SMBs.

A few reasons G2 ratings carry weight in this decision:

• Reviews are verified. G2 confirms reviewers are real users, which filters out the planted praise that makes raw testimonials hard to trust.
• Volume signals reliability. A 4.7 rating across thousands of reviews, like Gong’s, is a stronger signal than a high score from a handful of users. Review count belongs next to the rating, which is why our table shows both.
• Badges reflect real categories. G2’s Leader and High Performer badges in Speech Analytics and Conversation Intelligence are earned on satisfaction and market presence, so a category badge is a useful shortcut for shortlisting.
• Usability and support surface clearly. G2 breaks out ease of use, quality of support, and ease of setup, which matters when a smaller team cannot absorb a six-month rollout.

Read the rating and the review count together, weigh the recent reviews most heavily, and treat a category badge as a starting point rather than the final word.

Conclusion: Which AI Speech Analytics Tool Should You Choose?

The best call center software with AI speech analytics depends on the size and stage of your team. For growing SMBs that want real speech analytics without enterprise pricing or a long migration, CloudTalk is the strongest pick, pairing a full cloud phone system with an affordable AI Conversation Intelligence add-on and a G2 rating of 4.4/5 across 1710 reviews. If you need live, in-the-moment transcription, Dialpad is the real-time option. For large or regulated enterprises that need the deepest analytics, CallMiner, Verint, NICE CXone, and Genesys deliver depth at quote-based, enterprise scale. And for revenue teams focused on sales conversations rather than running a contact center, Gong leads on conversation intelligence.

Whatever you shortlist, read the G2 rating and review count together, match the tool to your team size and the analytics you need, and confirm it writes its insight back into the systems you already run. With AI on track to handle half of customer service cases within a couple of years, per Salesforce, the quality of the tool you pick now is the quality of the conversations your customers have next, and getting AI customer service right starts with the speech analytics behind it. Request a demo to see how CloudTalk fits your post-call QA and sales-coaching workflow.