Every Voice Analytics solution will analyze your call data for data-driven insights, so what makes one Voice Analytics solution "better" than another?
MiaRec has helped hundreds of contact centers lead customer-first operations with Voice Analytics. While we have years of experience improving customer experience (CX) strategy, streamlining agent workloads, and more, different Voice Analytics solutions suit different purposes.
In this article, we compare the three top solutions on the market: CallMiner, Verint, and NICE CXone. We will be taking a deeper look at each solution, what they offer, and how they compare to each other. By the end of this article, you will know how to look for a Voice Analytics solution that targets your pain points.
A Voice Analytics solution will take your call audio and turn it into a transcript that is scanned for keywords, phrases, or patterns. It analyzes transcripts to measure how callers and agents communicated during the call, how both parties were feeling, how the customer feels about the organization and more.
These insights are then compiled into visual formats such as reports so that contact center leaders can identify trends and set data-driven decisions. Contact centers that adopt Voice Analytics solutions could see up to a 10% improvement in customer satisfaction. These insights can be used to improve customer interactions, produce relatable marketing campaigns, and more.
At a base level, all contact centers adopt Voice Analytics solutions to make use of their call data and understand how customers feel about their brand, services, products, agents, and more. All Voice Analytics solutions will offer Speech-To-Text (STT) Transcription, Keyword Spotting, Topics Analysis, and Sentiment Analysis.
Speech-To-Text Transcription: STT transcription transcribes your call recordings into text. This makes it easier to scan call contents for compliance, agent performance, and more.
Keyword Spotting: Keyword Spotting uses Artificial Intelligence (AI) and Machine Learning (ML) to detect your preferred keywords or phrases. You can use Keyword Spotting to identify upset customers, specific products, and more.
Topics Analysis: Topic Analysis organizes your calls by keywords or key phrases into categories. This makes it easier to review calls by specific topics.
Examples of popular Topic Analysis categories include: “Shipping”, “Agent Insecurities”, or “Positive Statements”. With Topic Analysis, you can see how many repeat callers your contact center is getting, measure call script effectiveness, and more.
Image: Screenshot of MiaRec Topic Analysis to display how calls can be categorized by Topics.
Sentiment Analysis: Sentiment Analysis measures your customers’ sentiment by detecting keywords or phrases. You can use Sentiment Analysis to understand how customers feel about your brand, agents, and more. Most contact center solutions offer Natural Language Processing-based or rule-based Sentiment Analysis. We recommend NLP-based Sentiment Analysis because it can measure context, unlike rule-based Sentiment Analysis.
Image: Screenshot of MiaRec Sentiment Analysis displaying a call’s sentiment scores.
These core features can be used to review agent performance, measure call script efficiency, gather product reviews, and more. For example, you could use Topics Analysis to sort calls that mention a specific product, and then use Sentiment Analysis to see what your customers had said about the product. This is one way Voice Analytics can be used to gather product reviews.
Because Voice Analytics solutions often do not include pricing on their website, it can be difficult to know just how much you will be paying before reaching out to a sales representative. On average, you can expect your Voice Analytics solution to cost between $50-$125/Users/Month.
However, many Voice Analytics solutions offer additional features to differentiate themselves. For example, not all Voice Analytics solutions offer Call Recording. Other solutions may also offer additional Workforce Optimization (WFO) or Quality Management (QM) capabilities. To understand how these additional capabilities can benefit your contact center, we will be comparing Call Miner, Verint, and Nice CXone.
CallMiner is a software company that provides Voice Analytics solutions that promise to boost your omnichannel customer journey. CallMiner Eureka is a SaaS-based Voice Analytics solution that leverages AI and ML to transcribe and analyze your customer interactions. It promises to provide a better understanding of your customer's behavior to lead sales, marketing, and customer services initiatives.
In addition to standard Voice Analytics features (STT transcription, Keyword Spotting, Sentiment Analysis, and Topic Analysis), CallMiner also offers Screen Recording, Automated Data Redaction, Agent Performance Management Capabilities, and Automated Call Scoring.
Image: Screenshot from CallMiner Eureka Product Page.
Screen Recording: With screen recording, supervisors can see what the agents see during calls. Supervisors can also use screen recording to improve agent training and provide more hands-on demonstrations.
Automated Data Redaction: Many contact centers have to manually pause-and-resume recordings to prevent sensitive information from being recorded. This leaves a lot of room for human error. CallMiner Eureka Redact uses AI to identify and remove sensitive data such as credit card information, SSINs, and more. Redact removes sensitive data from audios and their transcripts, as well as text-based channels such as chats, SMS, and social media.
Agent Performance Management Capabilities: CallMiner Coach uses customized manual or automated scoring criteria to help supervisors recognize performance trends, agent training opportunities, and gain an overall more comprehensive understanding of their agent's performance.
CallMiner RealTime: CallMiner RealTime uses customer interaction indicators to measure customer behavior and provides suggestions on how to optimize agent-performance real time
Automated Call Scoring: Manually grading every agent's performance can be time-consuming and repetitive. CallMiner Eureka analyzes 100% of agent interactions across phone, chat, email, social, web, surveys, and SMS. By automating call center score cards, you can automatically grade every call and get a more accurate insight into agent performance customer behavior.
CallMiner Eureka is generally a good fit for contact centers that already have omnichannel customer experiences and want additional transparency in their customer journey. While there are other Voice Analytics solutions that can support an omnichannel contact center, CallMiner specifically highlights its ability to cater to omnichannel customer experiences.
Customers have praised CallMiner Eureka as an effective call management platform. Reviewers found it easy to organize calls, compare customer experiences, and evaluate agent performances. However, some of the reviews reported that CallMiner's reports sometimes lacked accuracy. A reviewer stated, “It provided good reports to focus our QA program and individuals but sometimes the interpretation of the statements was wrong.”
CallMiner integrates with most CRM systems and contact center solutions, such as Five9, Salesforce, Microsoft, and more.
CallMiner does not publicize their pricing, you will have to reach out to a sales representative to know more. We have found external websites that claim CallMiner has a mandatory minimum purchase of 1,500 hours of call audio mining, which totals to $1,275/month.
If we assume you have 45 agents, this averages to $28/user. It is not entirely clear what this pricing covers, but we believe this may be for their base package, which does not provide all analytical capabilities. Some sources claim that CallMiner Eureka does offer a free trial for new users, but we do not know if this includes its Voice Analytics features.
Verint is an analytics company that provides a variety of Customer Engagement Management tools. It aims to help contact centers meet consumer expectations by eliminating data silos and delivering personalized, scalable experiences.
Verint Cloud Platform offers Workforce Engagement, Digital-First Engagement and Experience Management solutions, driven by its Engagement Data Hub and Verint Da Vinci AI and Analytics.
Image: Screenshot from Verint Cloud Platform Brochure
Workforce Engagement: Verint's Workforce Engagement solution promises to reduce customer engagement operation costs by reducing attrition rates, time to answer, and more. It can analyze unstructured email, social media, web chat, and call note data for insights to improve customer experience (CX) strategy.
Verint claims to analyze 100% of agent interactions so that you can accurately review your agents' performances. Supervisors and agents can use its included mobile app to manage shift swap and time off requests.
Real-Time Agent Assist: Similar to CallMiner, Verint also offers Real-Time Agent Assist to guide Agents during calls.
Digital-First Engagement: From email to social media, customers have more ways to communicate with you than ever. With Verint Digital-First Engagement, you can engage with customers over email, live chat, Facebook Messenger, WhatsAPP, and Twitter DM.
Experience Management: Verint Experience Management focuses on improving customer interactions. It utilizes customer data from the entire customer journey to understand buyer needs. Access customer insights from both physical sites and contact centers to drive better operational decisions.
Engagement Data Management: Verint Engagement Data Management utilizes call recording data and other interactions to extract meaningful insights. You can use Verint to consolidate unstructured engagement data onto one Engagement Data Hub. This way all your customer engagement data from surveys, calls, digital interactions, and more are in one place.
Engagement Data: Engagement Data includes all of your call recordings and captured digital interactions.
AI and Analytics: Verint Da Vinci AI & Analytics powers all the applications running on Verint's Cloud Platform. It includes standard Voice Analytic features that are then used to convert unstructured data into meaningful insights, identify trends and opportunities with predictive modeling, and more.
Predictive Modeling: Verint Predictive Modeling helps organizations measure feedback from every customer interaction touchpoint and presents the information on a single dashboard. This feedback can be used to measure any changes in CX performance.
Verint is great for mid to enterprise-sized contact centers who need help sorting and understanding their unstructured customer data. You can utilize Verint’s wide range of services to strengthen your quality monitoring and agent scheduling processes.
Customers found Verint useful for understanding call recording patterns and insights. However, we have also noticed reviews that mentioned it can be difficult to set the proper keywords or phrases needed to gather quality insights.
Verint integrates with most Automated Call Distribution (ACD), Contact Center as a Service (CCaaS), and CRM providers including AWS, Avaya, and Genesys.
You will have to reach out to a Verint sales representative for an accurate quote. It is unclear whether Verint offers a free trial or demo for its Voice Analytics features.
NICE offers NICE CXone, a cloud-based Cloud Contact Center as a Service (CCaaS) platform that enables contact centers to lead “digital-first” customer interactions. NICE CXone includes Voice Analytic solutions such as NICE Enlighten AI for Complaint Management to improve customer satisfaction across all customer interaction touchpoints.
NICE offers six products: Digital Self-Service, Journey Orchestration, Workforce Engagement, CX analytics, Automation, and Open Cloud Platform. For the purposes of this article, we will be focusing on their Voice Analytics services and related features.
Image: Screenshot from NICE CXone Open Cloud Platform Page
NICE Enlighten AI: NICE offers standard Voice Analytics features so that you can better understand your Voice of Customer (VoC). NICE also offers NICE Enlighten AI, which automatically analyzes customer interactions for customer complaints.
Real-Time Agent Assist: Enlighten AI supports agents by providing real-time behavioral insights. Its dashboard includes alerts with real-time suggested next course of actions to avoid or address consumer concerns before they escalate. You can use Enlighten AI to optimize customer interactions, improve agent performance, and ensure compliance.
Workforce Engagement: NICE CXone Workforce Management (WEM) includes Workforce Optimization, Workforce Management capabilities, and additional AI and ML capabilities to consistently improve business operations. NICE WEM offers live supervisor monitoring and empowers agents with real-time data to lead interactions. Its performance dashboards include incentives for agents to meet KPIs.
Additional Services: By adopting NICE CXone you can benefit from additional features to support your contact center. For example, Nice CXone supports self service options, Automatic Contact Distribution, Predictive Dialing, and more.
NICE’s Voice Analytic features are recommended for contact centers that already use NICE CXone. This allows for more seamless integration.
While there are plenty of customers reviewing NICE CXone, there are far fewer reviews for NICE Enlighten AI. We were able to find one reviewer who commented that Enlighten AI did help them better understand customer interactions, and that they were able to use Enlighten AI to create better customer experiences.
NICE CXone integrates with most CRM platforms including Salesforce, Oracle Service Cloud, Microsoft Dynamics 365, and more.
While NICE CXone does offer different packages for your contact center’s needs, you will have to reach out to a sales representative to learn about their pricing. While NICE CXone does offer a free trial, it is not clear if this trial includes Enlighten AI.
You now know how Voice Analytics Solutions CallMiner, Verint, and NICE CXone, can offer different features for different needs. There is not one solution that would be a perfect fit for every contact center.
As you consider potential Voice Analytic solutions, you can use our free Buyer's Guide to Conversational Analytics Platforms to help you evaluate which solution would provide the best ROI for your contact center.
When choosing a Voice Analytics solution, you not only need to know which solutions provide what features, but you also have to try these solutions for yourself.
MiaRec offers a free online demo so that you can see how a Voice Analytics solution can support your day-to-day operational needs. Try out our online demo (no registration needed!), or you can speak with our sales representatives for a more personalized 1-on-1 demo.