Quick Overview
- 1#1: Gong - Gong provides conversation intelligence by recording, transcribing, and analyzing sales calls to uncover actionable insights.
- 2#2: Chorus.ai - Chorus.ai analyzes sales conversations with AI to identify coaching opportunities and revenue risks.
- 3#3: CallMiner - CallMiner delivers conversation analytics to score customer interactions and drive agent performance.
- 4#4: Invoca - Invoca uses AI-powered call tracking and analytics to attribute revenue to marketing campaigns.
- 5#5: Observe.AI - Observe.AI offers real-time guidance and post-call analytics for contact centers using conversation AI.
- 6#6: Talkdesk - Talkdesk provides AI-driven call analytics and automation for enhanced customer experience management.
- 7#7: Dialpad - Dialpad AI analyzes calls with real-time transcription, sentiment analysis, and coaching insights.
- 8#8: CallRail - CallRail tracks and analyzes inbound calls to measure marketing ROI and optimize campaigns.
- 9#9: RingCentral - RingCentral offers call analytics with transcription and sentiment analysis for business communications.
- 10#10: NICE CXone - NICE CXone provides advanced speech analytics and workforce optimization for contact centers.
Tools were selected based on a rigorous evaluation of their feature depth, user experience, analytical accuracy, and overall value, ensuring alignment with the diverse needs of sales, marketing, and contact center teams.
Comparison Table
Call analytics software plays a vital role in helping businesses optimize customer engagements and refine operational strategies. This comparison table highlights key tools like Gong, Chorus.ai, CallMiner, Invoca, and Observe.AI, examining their core features, performance metrics, and best-fit use cases to guide readers toward informed decisions.
| # | Tool | Category | Overall | Features | Ease of Use | Value |
|---|---|---|---|---|---|---|
| 1 | Gong Gong provides conversation intelligence by recording, transcribing, and analyzing sales calls to uncover actionable insights. | enterprise | 9.6/10 | 9.8/10 | 9.2/10 | 8.7/10 |
| 2 | Chorus.ai Chorus.ai analyzes sales conversations with AI to identify coaching opportunities and revenue risks. | enterprise | 9.2/10 | 9.6/10 | 8.4/10 | 8.1/10 |
| 3 | CallMiner CallMiner delivers conversation analytics to score customer interactions and drive agent performance. | enterprise | 9.1/10 | 9.6/10 | 7.9/10 | 8.4/10 |
| 4 | Invoca Invoca uses AI-powered call tracking and analytics to attribute revenue to marketing campaigns. | specialized | 8.6/10 | 9.3/10 | 7.9/10 | 7.8/10 |
| 5 | Observe.AI Observe.AI offers real-time guidance and post-call analytics for contact centers using conversation AI. | enterprise | 8.7/10 | 9.2/10 | 8.0/10 | 8.3/10 |
| 6 | Talkdesk Talkdesk provides AI-driven call analytics and automation for enhanced customer experience management. | enterprise | 8.7/10 | 9.2/10 | 8.5/10 | 8.0/10 |
| 7 | Dialpad Dialpad AI analyzes calls with real-time transcription, sentiment analysis, and coaching insights. | enterprise | 8.5/10 | 9.0/10 | 8.7/10 | 8.2/10 |
| 8 | CallRail CallRail tracks and analyzes inbound calls to measure marketing ROI and optimize campaigns. | specialized | 8.7/10 | 9.2/10 | 8.5/10 | 8.0/10 |
| 9 | RingCentral RingCentral offers call analytics with transcription and sentiment analysis for business communications. | enterprise | 8.2/10 | 8.5/10 | 8.0/10 | 7.7/10 |
| 10 | NICE CXone NICE CXone provides advanced speech analytics and workforce optimization for contact centers. | enterprise | 8.7/10 | 9.3/10 | 7.4/10 | 8.1/10 |
Gong provides conversation intelligence by recording, transcribing, and analyzing sales calls to uncover actionable insights.
Chorus.ai analyzes sales conversations with AI to identify coaching opportunities and revenue risks.
CallMiner delivers conversation analytics to score customer interactions and drive agent performance.
Invoca uses AI-powered call tracking and analytics to attribute revenue to marketing campaigns.
Observe.AI offers real-time guidance and post-call analytics for contact centers using conversation AI.
Talkdesk provides AI-driven call analytics and automation for enhanced customer experience management.
Dialpad AI analyzes calls with real-time transcription, sentiment analysis, and coaching insights.
CallRail tracks and analyzes inbound calls to measure marketing ROI and optimize campaigns.
RingCentral offers call analytics with transcription and sentiment analysis for business communications.
NICE CXone provides advanced speech analytics and workforce optimization for contact centers.
Gong
enterpriseGong provides conversation intelligence by recording, transcribing, and analyzing sales calls to uncover actionable insights.
Revenue Intelligence engine that forecasts deal outcomes and surfaces hidden risks/opportunities from conversation data
Gong is a premier revenue intelligence platform specializing in call analytics, capturing, transcribing, and analyzing sales conversations across phone, video, and web channels with high accuracy. It leverages AI to deliver deep insights into customer interactions, including sentiment analysis, talk ratios, keyword detection, and competitive intelligence. Sales teams use it for coaching, deal forecasting, pipeline management, and performance optimization, integrating seamlessly with CRMs like Salesforce.
Pros
- Exceptional AI-driven transcription accuracy and real-time insights from calls
- Powerful coaching tools with clip sharing and role-playing simulations
- Seamless integrations with major CRMs and revenue tools for end-to-end visibility
Cons
- Premium pricing suitable mainly for mid-to-large enterprises
- Initial setup and data integration can be time-intensive
- Advanced features may require training for full utilization
Best For
Enterprise sales and revenue teams aiming to scale performance through AI-powered conversation intelligence and forecasting.
Pricing
Custom enterprise pricing; typically $100-150 per user/month with annual contracts, scaling based on features and users.
Chorus.ai
enterpriseChorus.ai analyzes sales conversations with AI to identify coaching opportunities and revenue risks.
Deal Risk Analyzer that predicts win/loss probabilities from call signals and patterns
Chorus.ai is a powerful conversation intelligence platform designed for sales teams, automatically recording, transcribing, and analyzing calls and meetings to uncover actionable insights. It leverages AI to provide metrics like talk-to-listen ratios, sentiment analysis, competitor mentions, and key moments, helping teams identify risks, opportunities, and coaching needs. The platform integrates deeply with CRMs like Salesforce and offers tools for performance benchmarking and team training.
Pros
- Advanced AI-driven insights including sentiment, risks, and opportunities
- Seamless integrations with Salesforce, Gong alternatives, and other sales tools
- Robust coaching and training features with scorecards and playbooks
Cons
- Enterprise-level pricing that's expensive for SMBs
- Steeper learning curve for non-technical users
- Occasional transcription inaccuracies in noisy environments
Best For
Mid-to-large sales organizations seeking deep revenue intelligence and rep coaching from call data.
Pricing
Custom enterprise pricing, typically $100+ per user per month with annual contracts and volume discounts.
CallMiner
enterpriseCallMiner delivers conversation analytics to score customer interactions and drive agent performance.
Patented speech analytics engine that analyzes phonetic-level nuances for unmatched accuracy in 100+ languages and accents
CallMiner is a comprehensive conversation intelligence platform specializing in AI-powered speech and text analytics for contact centers. It transcribes and analyzes 100% of customer interactions across voice, digital, and chat channels to uncover insights on sentiment, compliance, customer experience, and agent performance. The Eureka platform delivers real-time agent assist, automated scoring, and gamified coaching to optimize operations and drive revenue.
Pros
- Exceptional AI accuracy in speech-to-text and sentiment analysis
- Robust integrations with CRMs, WFM, and QA tools
- Scalable for high-volume enterprise contact centers with real-time capabilities
Cons
- Complex implementation and onboarding process
- Premium pricing not ideal for small businesses
- Steep learning curve for advanced customization
Best For
Enterprise contact centers handling high interaction volumes that need deep, actionable insights for compliance, coaching, and CX improvement.
Pricing
Custom enterprise pricing upon request; typically starts at $100K+ annually based on volume and features.
Invoca
specializedInvoca uses AI-powered call tracking and analytics to attribute revenue to marketing campaigns.
Signal AI for real-time conversation transcription, sentiment analysis, and automated revenue scoring
Invoca is a comprehensive call analytics platform designed to capture, analyze, and optimize customer phone conversations for marketers. It leverages AI-powered Signal technology to transcribe calls, score interactions based on revenue potential, and deliver real-time insights into campaign performance across channels like paid search and display ads. The platform also enables intelligent call routing, automated quality assurance, and seamless integrations with CRMs and marketing tools to close the loop on attribution.
Pros
- Advanced AI-driven conversation intelligence and scoring
- Seamless integrations with major CRMs, ad platforms, and analytics tools
- Real-time call routing and dynamic bidding optimization
Cons
- High cost suitable mainly for enterprises
- Steep learning curve and complex initial setup
- Limited customization for smaller-scale deployments
Best For
Enterprise marketers and agencies seeking deep call-level attribution and AI insights to optimize multi-channel campaigns.
Pricing
Custom enterprise pricing, typically starting at $1,000+ per month based on call volume and features.
Observe.AI
enterpriseObserve.AI offers real-time guidance and post-call analytics for contact centers using conversation AI.
Real-time Live Agent Assist for on-call guidance and next-best-action recommendations
Observe.AI is an AI-powered conversation intelligence platform tailored for contact centers, offering real-time guidance, automated quality assurance, and deep analytics on customer calls. It transcribes conversations, detects sentiment, identifies compliance risks, and provides actionable insights to enhance agent performance and customer satisfaction. With seamless integrations into CRMs like Salesforce and telephony systems, it empowers enterprises to scale operations efficiently.
Pros
- Real-time agent assist with live call coaching
- Comprehensive AI-driven analytics and auto-QA scoring
- Robust integrations with CRMs and contact center platforms
Cons
- Steep learning curve for full feature utilization
- Pricing can be high for small to mid-sized teams
- Occasional accuracy issues in noisy call environments
Best For
Enterprise contact centers needing real-time AI coaching and advanced conversation analytics to optimize agent performance.
Pricing
Custom enterprise pricing; typically starts at $15-25 per agent per month, with tiers based on features and volume.
Talkdesk
enterpriseTalkdesk provides AI-driven call analytics and automation for enhanced customer experience management.
Interaction Analytics with generative AI for automated call summarization and predictive insights
Talkdesk is an AI-powered cloud contact center platform with robust call analytics features via its Interaction Analytics module, enabling transcription, sentiment analysis, keyword spotting, and compliance monitoring. It provides real-time agent assist, automated quality scoring, and actionable insights to optimize customer interactions and agent performance. The solution integrates seamlessly with CRMs like Salesforce and leverages Google Cloud AI for advanced speech analytics across multiple languages.
Pros
- Advanced AI-driven transcription and sentiment analysis
- Real-time coaching and interaction insights
- Strong integrations with CRM and workforce management tools
Cons
- Premium pricing may deter small businesses
- Steep learning curve for advanced analytics setup
- Reporting customization could be more flexible
Best For
Mid-to-large contact centers needing scalable AI-powered call analytics for quality assurance and performance optimization.
Pricing
Quote-based pricing starting at around $75/user/month for basic plans, with higher tiers for advanced analytics (Enterprise plans custom-priced).
Dialpad
enterpriseDialpad AI analyzes calls with real-time transcription, sentiment analysis, and coaching insights.
Real-time AI Live Coach that provides on-call prompts and suggestions to reps based on conversation analysis
Dialpad is a cloud-based unified communications platform that excels in AI-powered call analytics through its Dialpad AI suite, offering real-time transcription, sentiment analysis, keyword spotting, and conversation intelligence. It captures insights from calls to provide post-call summaries, coaching recommendations, and performance metrics, helping teams improve customer interactions. Seamlessly integrated with CRM tools like Salesforce and HubSpot, it supports sales, support, and contact center operations with compliance-grade recording and analytics.
Pros
- Advanced real-time AI transcription and sentiment analysis with high accuracy
- Live coaching insights during calls for immediate rep guidance
- Strong CRM integrations and customizable dashboards for actionable insights
Cons
- Higher pricing tiers required for full AI analytics features
- Occasional transcription errors in noisy environments or accents
- Limited advanced reporting customization compared to pure-play analytics tools
Best For
Mid-sized sales and customer support teams seeking integrated communications with robust AI-driven call coaching and analytics.
Pricing
Starts at $15/user/month (Standard) for basic calling; Pro at $25/user/month includes core AI analytics; Enterprise custom pricing for advanced features.
CallRail
specializedCallRail tracks and analyzes inbound calls to measure marketing ROI and optimize campaigns.
AI-powered conversation intelligence that automatically transcribes calls, scores leads, and identifies coaching opportunities
CallRail is a comprehensive call tracking and analytics platform designed to help businesses attribute inbound phone calls to specific marketing channels using dynamic number insertion. It provides features like call recording, real-time call analytics, visitor identification, and AI-powered conversation intelligence for transcribing and analyzing calls. The software also supports integrations with Google Ads, Facebook, and various CRMs to streamline lead tracking and optimization.
Pros
- Robust dynamic number insertion for precise campaign attribution
- AI conversation intelligence with transcription and sentiment analysis
- Seamless integrations with major ad platforms and CRMs
Cons
- Pricing scales quickly with additional phone numbers and usage
- Advanced AI features require higher-tier plans
- Steep learning curve for complex reporting setups
Best For
Marketing agencies and SMBs with high-volume phone leads seeking detailed call attribution and optimization.
Pricing
Starts at $45/month for Lite plan (1 number, basic tracking); scales to $195+/month for Pro/Enterprise with unlimited numbers, AI features, and custom support.
RingCentral
enterpriseRingCentral offers call analytics with transcription and sentiment analysis for business communications.
Conversation Intelligence with automated scorecards and real-time coaching insights across voice, video, and SMS
RingCentral is a comprehensive cloud communications platform that integrates call analytics through its RingCX and Conversation Intelligence features, providing AI-driven insights into customer interactions. It offers automated transcription, sentiment analysis, keyword spotting, talk-to-listen ratios, and performance dashboards to optimize sales, support, and coaching workflows. As part of a unified UCaaS solution, it combines telephony, video, and messaging data for holistic analytics, making it suitable for enterprises needing end-to-end visibility.
Pros
- Robust AI tools including real-time transcription and sentiment analysis
- Seamless integration with CRM systems like Salesforce and Microsoft Dynamics
- Scalable for enterprises with global compliance features (GDPR, HIPAA)
Cons
- Advanced analytics require higher-tier plans or add-ons, increasing costs
- Interface can feel overwhelming for users new to the full UCaaS suite
- Reporting customization is less flexible compared to dedicated analytics tools
Best For
Mid-to-large businesses using RingCentral for communications who want integrated call analytics without switching platforms.
Pricing
Basic UCaaS from $20/user/month; RingCX analytics add-ons start at ~$125/concurrent user/month (custom enterprise quotes).
NICE CXone
enterpriseNICE CXone provides advanced speech analytics and workforce optimization for contact centers.
Enlighten AI Spotter for real-time keyword detection and automated alerts during live calls
NICE CXone is an enterprise-grade customer experience platform with powerful call analytics capabilities powered by Enlighten AI, enabling speech-to-text transcription, sentiment analysis, keyword spotting, and automated quality scoring across massive interaction volumes. It delivers actionable insights for agent coaching, compliance monitoring, and customer journey optimization in contact centers. Ideal for large-scale deployments, it integrates seamlessly with CRM and workforce management tools to drive performance improvements.
Pros
- Advanced AI-driven analytics including real-time sentiment and topic detection
- Highly scalable for enterprise contact centers with billions of interactions
- Robust integrations with major CRMs and omnichannel support
Cons
- Complex setup and steep learning curve for non-enterprise users
- Premium pricing that may not suit SMBs
- Customization requires significant professional services
Best For
Large enterprises and contact centers handling high call volumes that need comprehensive, AI-powered analytics for agent optimization and compliance.
Pricing
Custom enterprise pricing; typically starts at $50,000+ annually based on users and features, with per-interaction or per-seat models.
Conclusion
The reviewed call analytics tools vary in focus but all deliver value, with Gong emerging as the top choice for its comprehensive conversation intelligence that uncovers actionable insights. Chorus.ai stands out for identifying coaching opportunities and revenue risks, while CallMiner excels in driving agent performance through scored customer interactions, making each a strong alternative for specific needs.
Take the next step—explore Gong to leverage its leading conversation analytics and turn every call into a strategic asset for your business.
Tools Reviewed
All tools were independently evaluated for this comparison