Conversations aren’t just touchpoints, they’re valuable insights into your customers, how your business runs, and what you need to improve. The top conversational intelligence vendors are giving companies the tools to transform those interactions into tangible value.
The tools these providers offer don’t just transcribe or summarize, they identify, understand, and alert agents to opportunities or threats in real-time. They’re highlighting customer intent, protecting compliance, and revealing trends as they happen.
Many of the top platforms wrap voice, chat, email, and social into a single view, delivering insights that drive sustainable growth forward. The question is, which solution provides the most value? This guide offers a snapshot view into the top vendors in the CX Today Conversational Intelligence marketplace, and what they have to offer.
The Top Conversational Intelligence Vendors
The Top Conversational Intelligence Vendors: Next-Level Insights
For a long time, contact centers were focused on volume. Now, the emphasis is shifting, towards meaning, performance, and experience. That’s where the top conversational intelligence vendors come in. The platforms featured in this guide do more than just listen to conversations. They help teams respond smarter, supervise better, and automate faster.
Whether it’s coaching agents mid-call, flagging regulatory risks as they happen, or uncovering what customers aren’t saying directly, these tools offer more than analytics. They deliver clarity, and real business outcomes.
CallMiner
A leader in the Forrester Wave report for the top conversation intelligence vendors for multiple years, CallMiner a pioneer in this space. The Eureka intelligence platform ingests every customer touchpoint, voice, chat, email, social, and enriches them with AI models that spot intent, emotional tone, silence, and even fraud indicators.
There’s also a built-in AI assist tool, designed to supply real-time guidance and streamline agent workflows. Plus, CallMiner’s tools can even automatically redact sensitive information from recordings, or visualize data with graphs and charts.
Enterprises can use CallMiner’s toolkit to map the customer journey, identify sentiment without surveys, optimize employee training and increase compliance. Plus, the system pairs well with CRM, WEM, and case management systems to convert insights into action.
Calabrio
Offering solutions for workforce management, call recording, and quality management, Calabrio supports companies in accessing deeper business insights. The Calabrio One platform combines all of the tools within the company’s ecosystem, with features for AI-powered employee engagement optimization, quality assurance, and data management.
It processes all conversation channels and layers AI transcription, sentiment detection, topic tagging, and automated summaries into agent dashboards. A big spring update added 70+ AI-driven tools: Auto QM flags interactions needing review, “Trending Topics” surfaces spikes in issues, and Interaction Summary speeds up post-call workloads.
Real-time alerts keep supervisors ahead of issues, and a new vacation planning feature supports agent wellbeing and retention. Calabrio also debuted “Insights”, a unified layer that connects performance, scheduling, sentiment trends and more, making it easier to spot issues like over- or under-staffing before they impact service.
Uniphore
Uniphore’s Conversation Insights Agent uses generative AI to pull meaning from conversations in natural language. Want to know the top customer concerns this week? Ask it and get themes, sentiment trends, even root-cause clusters, without crafting keywords.
Their Business AI Cloud keeps everything enterprise-grade, with its own LLM, data guardrails, and no reliance on third-party AI services. At CCW, Uniphore demoed workflows that use agentic AI to take actions, ticket creation, routing, and draft responses, based on detected intent.
Uniphore also supports Emotion AI, tracking tone and sentiment to give agents live feedback or suggest empathy scripts. For global operations, it includes voice biometrics and real-time guidance at scale.
NICE
Contact center and customer experience software vendor, NICE, leverages artificial intelligence in various parts of its portfolio, to support a range of use-cases. The company offers access to a comprehensive contact center interaction analysis toolkit, which can pull insights from interactions on any channel. There’s also the Enlighten AI ecosystem.
As one of the top conversational intelligence vendors, NICE makes it easy to gain a comprehensive view of customer satisfaction scores and opportunities, complaint management, and sales effectiveness.
The latest Agentic AI upgrades also allow businesses to design agents that can even make mid-call decisions, such as checking policy compliance or routing requests as soon as sentiment dips. That’s thanks to the Topic AI engine, which watches conversations and triggers actions at the right moment . There’s also a version tailored for EU data privacy, with all storage within EU borders.
Sprinklr
Producing various AI-powered tools for the contact center, Sprinklr gives businesses deeper insights into workplace performance, engagement, and customer sentiment. The company’s AI-powered Conversations Insights solution uncovers blind spots in customer conversations, allowing companies to better map and optimize the customer journey.
Marketing, service, and risk teams all benefit: bots flag growing issues. Managers see the precise topic triggering spikes. The social listening add-on pulls images or GIFs mentioning a brand without leaving the platform. That means faster reaction to crises or product feedback .
On average users can cut trend-identification time from weeks to minutes. With sentiment, emotion, and anomaly detection built in, Sprinklr helps agents respond with finesse, moderators jump into fast-moving social threads, and leadership access insights before issues spiral.
Qualtrics
An innovator among the top conversation intelligence vendors, Qualtrics has taken insights beyond customer service. The company produces a selection of three suites for customer and employee experience, including XM for people teams, customer frontlines, and strategy and research.
The conversational analytics tools empower brands to track predictive NPS scores, collect feedback automatically, monitor sentiment, and identify trends in customer discussions. With solutions like XM Discover, organizations can tap into omnichannel listening tools, to monitor customer experiences and perceptions across a range of environments.
During its X4 summit in March 2025 it emphasized the rise of “Experience Agents”, AI tools that pull together digital analytics and conversational cues to detect churn risk and employee sentiment in real time. Teams can even build their own custom bots.
IBM
IBM’s watsonx Assistant gives enterprises a strong chat and voice AI platform that taps into LLMs and knowledge bases to automate self-service across sectors like healthcare, finance, and government. It can detect intent, surface key data points, and then hand over to a human as needed, all with context.
Tied to the broader watsonx AI suite is Orchestrate, an engine that sequences tasks across systems. For example, if a customer asks for order status, the assistant fetches order details, checks policies, and either answers directly or hands off for human approval. This all happens within a governed AI framework to address enterprise controls .
IBM also offers Cognos Analytics with Watson, a BI solution which can capture, clean, and connect data, providing access to rich visualizations.
Google has significantly ramped up its position among the top conversational intelligence vendors with its revamped Customer Engagement Suite (formerly CCAI). This is now a full-on CX platform that ties together best-in-class virtual agents, real-time coaching tools, reporting insights, and connective tissue between chat, voice and contact centre operations.
The platform is anchored on Gemini-powered Conversational Agents, which feature nearly 30 expressive voices, emotional nuance, and steerable speech tone. These agents are built through a no-code console that enables teams to spin up hybrid rules‑plus‑AI assistants in minutes.
On the agent layer, Google Agent Assist now includes AI Coach, a real-time advisor that prompts agents with compliance reminders, upsell suggestions, or next-step cues as conversations unfold. Underpinning it all is Conversational Insights, which builds post-call analytics using auto-generated dashboards on topics, sentiment, and performance.
Amazon Web Services
Amazon Connect’s Contact Lens is built with practical enterprise value in mind. It tracks real-time sentiment, flags keywords, and redacts sensitive data to reduce risk. A major add‑on in March 2025 delivers generative AI summaries available within seconds of calls ending.
Supervisors also get real‑time dashboards showing sentiment dips and agent adherence, meaning compliance issues can be detected mid-call, not after shifts. Users can toggle sentiment analysis on/off per compliance needs and integrate analysis with external voice systems. That means contact centers can layer Contact Lens on top of legacy infrastructure as they migrate.
Agents spend less time typing wrap‑up notes, supervisors spot and coach issues live, and compliance teams appreciate the granular redaction plus region‑based controls.
Verint
Verint’s Conversational AI blends automated intelligence and bot workflows with enterprise‑grade oversight. Its open platform can be built in stages, starting with speech analytics and growing into intelligent virtual assistants and autonomous workflows.
The solution allows companies to automate actionable experiences with the Verint Intelligent Virtual Assistant, and track CX metrics across all channels. Verint’s range of solutions include the Intent Discovery bot, to identify the reasons behind customer calls.
There are Verint voice and digital containment bots, which use NLU to automate customer interactions in the omnichannel environment, and reduce escalations. Plus, companies can deliver seamless CX at scale with an intelligent assistant that uses machine learning and data to personalize consumer interactions on every channel.
MiaRec
One of the top conversational intelligence vendors focusing on quality management and visibility without complexity, MiaRec captures every call. The company’s speech analytics solutions help organizations to understand the reasons behind calls, surface insights into sentiment, and develop strategies for improving the customer journey.
Their AI platform comes with built‑in calculators for Auto‑QA ROI and post‑call summary impact. MiaRec also introduced Generative‑AI tools that automate call scoring and generate CSAT and NPS metrics without the need for surveys.
The company’s toolkit can identify call drivers in seconds, and alert staff with useful notifications, improve agent performance with step-by-step guidance, and rapidly generate in-depth contact center reports.
Cresta
Cresta has staked its claim at the top of the top conversational intelligence vendors list. Named a Leader in The Forrester Wave for Q2 2025, it scored a perfect rating across criteria like real‑time guidance, actionable insights, and safety controls for generative AI.
The platform combines human agent coaching and AI‑driven agent assignments, merging Conversation Intelligence with bot orchestration. A new omnichannel AI Agent layer handles voice, chat and digital channels while providing unified performance reporting.
Cresta’s model also ensures enterprise‑grade readiness, with transparent model training and a scalable AI maturity pathway. The company’s solutions are custom tailored to each business, and can be customized without the need for extensive coding. Plus, Cresta’s scalable architecture also includes ultra-low-latency transcription.
Invoca
Invoca stands out among top conversational intelligence vendors with a singular focus on revenue-driven outcomes. In Forrester highlighted Invoca as one of the strongest performers and praised its ability to “support the full buyer journey,” giving top scores in signal extraction, insights discovery, and marketing optimization.
Invoca’s platform ingests calls, maps them to marketing campaigns, and helps businesses make intelligent decisions for journey orchestration. Plus, the Signal AI offering makes it simple to dive deeper into the hidden insights in every voice discussion, with actionable advice and suggestions for agents. Data-based agent coaching is built-in too.
Invoca’s tools also integrate with Google platforms, social advertising systems, and a range of other business tools through APIs.
ASAPP
ASAPP is staking its claim as one of the next-gen top conversational intelligence vendors by weaving AI deeply into every step of the agent experience. Its GenerativeAgent model handles complex voice or chat interactions independently, calling on human agents only when necessary.
The system includes AutoTranscribe for ultra-fast transcription, AutoSummary for distilled call summaries, and live agent assist that suggests responses in real time. Large enterprises in finance, insurance, and telecom report that ASAPP lowers average handle time by up to 50 percent and cuts service costs by nearly 80 percent per chat.
ASAPP’s AI Native infrastructure supports strict security requirements and can plug into legacy contact center systems. Supervisors get dashboards detailing bot-handled volume, escalation trends, and compliance hits.
Medallia
Medallia brings conversation intelligence into its wider Experience Cloud, tying agent performance directly to CX and VoC outcomes. Named a Leader in Gartner’s 2025 VoC Magic Quadrant and recognized for handling structured and unstructured data streams, Medallia makes it easy to flag trends across voice, chat, surveys, and social in one unified system.
Its CI engine automatically identifies emotion, customer pain, and emerging issues, prompting real-time alerts to managers or even automated follow-up actions. Every conversational data point rolls up into the wider employee and customer experience picture. That makes it easier to justify investment since CI becomes part of retention, brand health, and loyalty strategies.
For large, matrixed organizations where CX isn’t confined to the contact center, Medallia offers a strategic option. It connects real‑time agent performance with brand-wide experience goals, helping ensure conversational moments serve broader business objectives.
Gridspace
Gridspace takes a developer-first approach to conversational intelligence, focusing on reliable voice workflows and compliance safeguards. Its virtual agent, known as Grace, handles hundreds of thousands of simultaneous voice calls, with special attention to preventing hallucinations and delivering consistent performance in regulated industries like healthcare and finance.
On the analytics side, Gridspace delivers real-time transcripts, QA scoring, and custom voice workflows via APIs. That level of transparency makes it a strong fit for teams building bespoke compliance checks or outcome-based QA rules.
Agents can use Gridspace to automatically determine which events are the most positive, negative, and urgent in the contact center. Plus, Gridspace’s pre-trained language models can track various customer metrics, then hand information over from one agent to another, for a more seamless and immersive customer experience.
Genesys
Genesys continues to push boundaries as one of the top conversational intelligence vendors. Its Agent Copilot tool fills in gaps, automatically suggesting knowledge articles, summarising calls using generative AI, and reducing after-call work.
The company’s AI solutions include features for predictive engagement, ensuring salespeople can pinpoint opportunities in advance. In the 2025 release, Genesys also rolled out intent and entity detection for emails, making conversational intelligence truly omnichannel.
Live call monitoring helps businesses stay on top of quality scores, and even identify opportunities for agent training. The generative AI tools can even plan out entire management and development strategies based on business insights.
Five9
Offering a huge selection of AI-powered tools for contact centers, Five9 combines conversational analytics capabilities with AI chatbot builders, virtual agents, and more. The company’s AI solutions can automatically analyze a range of conversations across different channels, offering overviews of sentiment, topic trends, and agent performance.
Five9 Genius AI brings agentic experience to life. The Intelligent Virtual Agent handles routine tasks, while AI Agent Assist provides real-time summaries and knowledge suggestions for live agents. There’s also “Spotlight for AI Insights” which allows teams to ask for custom metrics like “upsell success” or “drop-off themes” and get results fast.
Five9’s dashboards now support persona-based reporting and over 140 pre-built dashboards, plus real-time transcript streaming into ServiceNow to boost agent efficiency.
Talkdesk
Talkdesk continues refining its position among top conversation intelligence vendors with tight updates that CX teams appreciate. Interaction Analytics now delivers “Mood Insights” that track emotional peaks and valleys during interactions and flag shifts that matter. The company also added Premium Redaction, letting enterprises wipe audio and transcripts of sensitive info selectively.
The Knowledge Creator tool also spots gaps in the knowledge base and pushes ready-to-use content to Autopilot bots and Copilot agents. That means faster onboarding and smarter self-service. Its dashboards combine sentiment, intent bubbles, and agent performance, so supervisors don’t have to guess what’s happening
Talkdesk’s UI is praised for being clean and easy to use, with agents able to switch channels without losing context, and there are plenty of integration options available too.
Harnessing Growth with the Top Conversational Intelligence Vendors
All of the top conversational intelligence platforms covered in this guide have one thing in common. They’re built for real-world business. That means they come ready for global rollout, they plug into the tools teams already use, and they don’t take months to configure.
But finding the right fit isn’t just about ticking feature boxes or comparing demos. It’s about choosing a platform that lines up with how your teams work.
Here’s how to take the next step forward:
- Dig into the data: Get our latest reports with real stats, trend breakdowns, and vendor comparisons.
- Join the CX Community: Connect with people solving the same challenges you are, from IT leaders to CX pros, in our CX community.
- See it in action: Attend upcoming events to meet vendors, watch demos, and learn from real-world case studies.
- Plan your investment: Use our Ultimate Buyer’s Guide to take the guesswork out of planning the ultimate contact center rollout.
Customer service is moving fast. These platforms give companies more than just an intelligent way to keep up with the latest trends and changes. They ensure every enterprise can take a data-driven approach to revolutionizing CX.
