Call Journey is a conversation intelligence platform that uses speech and text analytics to augment quality assurance. It can help businesses manage, track, and analyze customer communications to deliver insights on business performance, risk management & compliance.
But what if you need a Call Journey alternative? You might be looking for a call center technology with quick implementation times and easy API connections.
This article will review some of the top alternatives to Call Journey so you can find the right one for your business.
Call Journey is a conversation intelligence program uses speech and text analytics to enhance quality assurance.
Call Journey pulls, analyzes, and enhances unstructured voice data to identify essential information. It provides insights into what is impacting customer experience, corporate performance, and compliance.
The platform enables organizations to improve customer loyalty and feedback scores by providing deeper insight into customer sentiment.
This section contains a detailed review of Call Journey, including its features, pros, cons, and pricing.
Call Journey doesn’t provide its pricing information on its website. Businesses interested must request pricing directly. However, sources say that the pricing starts from $70.
While Call Journey is helpful for speech analyzing and monitoring, some customers look for:
To provide users with tools that fulfill these needs, we have curated a list of Call Journey alternatives below.
If you’re looking to try a Call Journey alternative, take a look at these top options.
Operative Intelligence is the next-gen analytics platform for enterprise contact centers and care teams. Operative Intelligence automatically transforms a business’ existing contact center data into real-world, actionable insights. Users can easily identify the highest impact opportunities to improve their customer experience and reduce costs with the ROI built into the insights. They can track these opportunities over time on demand.
Operative Intelligence analyzes 100% of all inbound interactions to provide clear insights into the root cause of customer inquiries. It uses direct phrases from customer speech–not just the keywords that other platforms use. This represents customer inquiries exactly how they’re shared so contact center leaders can understand the context and take specific actions that have a clear ROI.
With Operative intelligence, businesses can identify:
Features:
Learn more about Operative Intelligence.
NICE Nexidia (formerly known as Nexidia Speech Analytics) is an AI-enabled analytics solution platform that collects and analyzes customer data in real time. The platform provides companies with a detailed view of their customer's behavior and preferences through text and speech analytics.
It offers automated conversations, interactive dashboards, personalized messaging, and segmentation targeting. Managers can create custom reports to gain deeper insights into negative and positive sentiment, customers' activities, the number of scheduled service calls, and more.
Features:
Pricing:
The pricing for NICE Nexidia isn't listed on the website so businesses have to get in touch for pricing. According to online sources, NICE Nexidia charges an average of $40 per agent per month.
Also read: NICE Nexidia vs Call Journey vs Tether vs Call Miner vs Operative Intelligence
Gong.io is an AI-powered intelligence platform that helps sales teams improve performance by providing insights into important sales conversations. While it’s a Call Journey alternative, Gong.io is specifically designed for sales teams instead of customer experience needs (like Operative Intelligence).
Gong.io analyzes call recordings, emails, and video conferencing to generate meaningful reports on customer interactions and offer advice on how to better close deals. It can uncover trends and provide actionable insights that can be used to increase the effectiveness of sales conversations.
Features:
Pricing:
The pricing for Gong.io isn’t made publicly available. Organizations interested in the software would have to reach out to get a custom quote.
Observe.ai is a conversation intelligence platform that uses AI models to identify customer sentiment, detect outliers, and provide actionable business intelligence. Observe.ai enables users to track customer engagement and improve customer service operations and costs by focusing on quality assurance and compliance.
It’s important to note that Observe.ai focuses on providing insights into overall customer service quality. Comparatively, Operative Intelligence is a "customer demand intelligence" platform that provides both macro and micro insights into the customer journey. Businesses can leverage this data to improve customer service operations and modify the product, service, and even company-wide regulations and processes.
Features:
Pricing:
The pricing for Observe.ai isn’t publicly disclosed so interested organizations must reach out for a custom quote.
Choosing the best Call Journey alternative depends on an organization’s ultimate goals.
If you're looking for an automated solution to analyze 100% of inbound interactions and share the root causes of overall inquiries using the customer’s actual words, Operative Intelligence is the right alternative.
Operative Intelligence provides users with advanced analytics to effortlessly detect the most impactful opportunities for improving the customer experience and optimizing customer service costs. The platform automatically pulls and analyzes customers' actual words and transforms them into actionable insights so organizations can pinpoint difficulties and drive true changes.
Book a demo with Operative Intelligence today.
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