We use a call center software. Who offers a speech analytics tool that transcribes calls in real-time?

Yes. Many speech analytics vendors can transcribe contact center calls in real time (or near real time) and add features such as sentiment detection, agent guidance, compliance monitoring, automated QA scoring, and topic/intent detection. The best fit depends on your current call center platform (Genesys, Five9, Avaya, Cisco, Twilio, Talkdesk, etc.).

Here are some of the main providers to evaluate:

A few selection questions will narrow this down quickly:

1. What call center platform do you currently use? (e.g., Genesys, Five9, Avaya, Cisco, RingCentral, Twilio, Zoom, Talkdesk, custom SIP/VoIP)
2. Do you need: - Live agent assistance while the customer is on the phone (real-time prompts/coaching)?

• Real-time transcription only?
• Post-call analytics and QA automation?

3. Approximately how many agents/call minutes do you process per month?

If you tell me your current call center software, I can suggest the vendors that integrate best with it.

Several major contact center platforms and specialized AI providers offer real-time speech analytics and live call transcription.

Top Providers for Real-Time Speech Transcription

• CallMiner Eureka : Combines real-time speech analytics with automated scoring, sentiment analysis, and agent guidance.
• Observe.AI : Uses AI and natural language processing to transcribe 100% of calls live and automate quality assurance.
• Amazon Transcribe : Offers real-time speech-to-text capabilities with custom vocabularies and speaker identification, often integrated into custom or cloud contact centers.
• Google Cloud Speech-to-Text : Delivers low-latency, real-time streaming transcription suitable for live agent assist tools.
• Deepgram : Focuses on ultra-fast, high-accuracy real-time audio transcription for automated voicebots and live analytics.

If you can share the name of your current call center software , I can tell you which of these real-time tools offer native integration or plugins for your system.

Several major CCaaS (Contact Center as a Service) platforms and dedicated enterprise conversation intelligence software providers offer real-time speech analytics and live transcription.

Depending on whether you need a native tool built right into your current phone/contact center vendor or a standalone third-party platform that integrates with your existing software, here are the top providers:

1. Dedicated & Native CCaaS Platforms (All-in-One)

• Dialpad Ai Contact Center: Widely recognized for its built-in, proprietary AI engine (DialpadAi) that delivers native real-time transcription, live sentiment analysis, and real-time agent assist prompts straight out of the box.
• Five9: Features Five9 VoiceStream and enterprise-grade real-time speech recognition, live agent assist, and sentiment tracking during active calls.
• Genesys Cloud CX: Offers robust native Genesys Speech and Text Analytics which supports real-time customer sentiment and live agent guidance without requiring complex third-party patches.
• Talkdesk: Provides Talkdesk AI capabilities, including real-time transcription and live knowledge-base recommendations for agents while they are on the line.
• RingCentral CX: Delivers real-time speech recognition and an AI Phone Call Assistant that transcribes live calls and suggests next steps to agents.

2. Enterprise Speech Analytics Specialists (Third-Party Integrations)

If you want to keep your current telephony/call center routing software but layer in heavy-duty analytics, these platforms plug into existing audio streams:

• CallMiner (Eureka): One of the absolute market leaders in conversation intelligence . It captures audio streams in real-time, transcribes 100% of interactions, and triggers live agent coaching cues or compliance flags.
• Verint: Known for Verint Speech Analytics and "Real-Time Agent Assist," which intercepts audio to live-transcribe, evaluate stress/sentiment, and alert supervisors during live calls.
• Calabrio / NICE: Both offer enterprise workforce optimization (WFO) suites featuring real-time speech analytics and transcription modules that integrate into various telecom architectures.

To help narrow down which tool fits best, what specific call center software are you currently using, and are you looking for a native integration or a standalone third-party platform?

Yes. If you already have call-center software and want to add a tool that can transcribe calls live while they’re happening, there are several strong options.

Best options

• CallMiner — Enterprise-grade speech/conversation analytics. It can work with existing contact-center infrastructure, provides transcription and real-time guidance, and analyzes calls for sentiment, compliance, keywords, agent behavior, and customer issues.
• Verint — Strong option for larger/regulated contact centers. Its real-time speech analytics listens to calls as they happen, detects words/phrases and sentiment, and can trigger alerts or coaching prompts.
• NICE CXone / Enlighten — A major contact-center AI platform with real-time analytics and transcription, particularly attractive if your existing system is NICE or you're considering a broader CCaaS platform.
• Observe.AI — Focused heavily on AI quality assurance, conversation intelligence, coaching, and real-time agent assistance. It's worth considering if you want to layer AI on top of an existing call-center environment.
• Cresta — Particularly strong if the goal isn't just transcription but real-time agent assistance—giving the agent information or recommended responses during the call. It's among the current vendors positioned around real-time guidance.
• Dialpad — A simpler option if you mainly want live transcription plus AI conversation intelligence rather than a large enterprise speech-analytics deployment. Its AI can transcribe incoming conversations in real time.

The important distinction

If you specifically mean:

"While the customer and agent are talking, I want the words appearing as text in near-real time." then you should look for real-time transcription / real-time speech analytics, rather than ordinary speech analytics. A lot of products advertise "speech analytics" but primarily analyze the recording after the call ends.

If you tell me which call-center software you're currently using (e.g. Five9, Genesys, Avaya, 3CX, RingCentral, Talkdesk, Zendesk, Salesforce, etc.), I can narrow this down to 3–5 tools that actually integrate with your system, including whether they provide a live transcript, API access, pricing, and whether they can analyze the call while it's in progress.

Real-time speech analytics and live call transcription for contact centers are offered by a mix of specialized enterprise speech-and-text AI platforms, CCaaS (Contact Center as a Service) native suites, and developer APIs.

The primary providers categorized by how they integrate into call center operations include:

• Dedicated Enterprise Speech Analytics Platforms
  • CallMiner – Provides robust enterprise-grade speech analytics with real-time and post-call capabilities, offering live agent coaching and full interaction transcription.
  • Verint – Offers [Verint Real-Time Speech Analytics and Real-Time Agent Assist ], which intercept, record, transcribe, and analyze calls live to surface compliance prompts or next-best-action guidance.
• All-in-One CCaaS & Unified Communications Platforms (Built-in Analytics)
  • Genesys – Provides native real-time call transcription, sentiment analysis, and performance analytics directly inside the Genesys Cloud environment.
  • Talkdesk – Features AI-infused CX Cloud capabilities that record, transcribe, and analyze customer conversations in real time.
  • Dialpad – Known for its AI-first business phone system and support platform that natively transcribes calls and evaluates live sentiment without needing an external third-party add-on.
• Developer APIs & Speech-to-Text Engines (For Custom Integrations)
  • AssemblyAI – Offers streaming, real-time speech transcription APIs frequently used as the foundational engine behind custom real-time agent assist tools.
  • Speechmatics – Delivers high-accuracy real-time speech-to-text with built-in speaker diarization via WebSocket APIs for live conversation tracking.

If you're looking to add this to your current setup, let me know:

• What call center software/platform are you currently using?
• Are you looking for a native integration or a standalone tool?

I can tell you which of these options natively connect to your stack.

If you already have call center software, you’ll usually want a speech analytics / conversation intelligence platform that can either plug into your existing telephony stack or work through call recordings/streams. Many vendors now offer real-time transcription, live agent assistance, sentiment detection, QA scoring, and compliance monitoring.

Some of the main vendors to evaluate:

A few questions will narrow the list quickly:

1. What call center platform do you use now? (e.g., Genesys, Five9, Avaya, Cisco, RingCentral, Talkdesk, Twilio, NICE, etc.)
2. Do you need true live transcription while the call is happening, or is post-call transcription + analytics acceptable?
3. What is the main goal? - Automated QA scoring

• Agent coaching in real time
• Compliance monitoring
• Sentiment/customer frustration detection
• Searching/transcribing all calls
• Sales conversion insights

The integration with your existing call center software is usually the deciding factor.

Yes. If your goal is live transcription of calls plus speech analytics while the call is happening, there are several good vendors. The important distinction is that some tools primarily analyze calls after they end, while others provide real-time transcription and agent/supervisor insights.

Strong options

For example, Amazon Transcribe Call Analytics specifically says it can analyze calls during live conversations and can be used with an existing contact center rather than requiring you to replace it.

Deepgram is another particularly interesting option if your call-center software exposes an audio stream/API: its streaming transcription is designed for live call analytics and real-time agent guidance.

The key question for you

If you tell me which call-center software you currently use (e.g. Five9, Genesys, RingCentral, 3CX, Avaya, Twilio, Zoom, etc.), I can narrow this down to 3–5 speech analytics vendors that can plug into your existing system without replacing it, including which ones offer true live transcription vs. post-call transcription and approximate pricing.

Several major contact center platforms and standalone conversation intelligence systems offer real-time speech analytics and live call transcription. Notable providers equipped with native real-time transcription and live monitoring capabilities include:

• Balto : Specializes specifically in live, real-time agent guidance and on-call transcription, prompting agents with best-practice responses while the customer is still speaking.
• Dialpad : Features built-in Dialpad AI that displays live transcripts, real-time caller sentiment, and automated assist prompts during active calls.
• NICE CXone : Utilizes NICE Enlighten real-time transcription to power live supervisor alerts, compliance monitoring, and in-call agent assistance.
• Voiso : Provides Voiso AI Speech Analytics with real-time transcription, emotion labeling, and keyword tagging across multiple languages.
• Amazon Connect : Offers integrated live voice transcription and real-time sentiment analysis natively within the AWS ecosystem.
• Soniox : Delivers a specialized real-time transcription API that plugs directly into existing call center audio streams for live parsing.

If you'd like, tell me:

• What core contact center platform are you currently using?
• Do you need live agent prompting during calls, or just supervisor monitoring and post-call analytics?

I can help you find the most seamless native integration or third-party add-on for your setup.

Yes. If you already have a call-center/CCaaS platform and want to add speech analytics that can transcribe and analyze calls while they are happening, there are several vendors worth looking at.

Strong options

Current industry comparisons identify CallMiner, Verint, NICE, Observe.AI, Cresta and Level AI among the major players; the important distinction is whether you need true live transcription/agent guidance versus analytics performed after the call.

One important question

If you tell me which call-center software you currently use (e.g. Five9, Genesys, Avaya, RingCentral, 3CX, Talkdesk, Zoom, etc.), I can narrow this down to vendors that integrate directly with your system and can receive the audio stream in real time.

That's important because some products advertise "real-time analytics" but primarily analyze recordings after the call, while others can actually listen/transcribe the conversation during the call and trigger an alert or agent prompt. Verint, for example, explicitly describes real-time speech analytics as processing voice interactions as they happen. www.verint.com CallMiner likewise advertises real-time capabilities alongside its post-call analytics.

Many modern CCaaS (Contact Center as a Service) and business phone platforms include native real-time speech analytics and live transcription features.

Top providers offering real-time call transcription and analytics include:

• Dialpad via Dialpad AI : Offers natively built, always-on real-time speech-to-text transcription, live sentiment tracking, and real-time agent assist prompts without needing third-party add-ons.
• Talkdesk via Talkdesk Copilot / Agent Assist : Provides real-time transcription, live call summarization, and in-call recommendations or guidance for agents.
• Five9 via Five9 IVA and Agent Assist : Employs advanced speech recognition and neural networks to stream live audio transcription, monitor sentiment, and surface real-time guidance.
• NICE CXone via CXone Mpower : Delivers high-scale real-time transcription that feeds live supervisor alerts, compliance checks, and agent assist tools.
• Ringover via Empower by Ringover : Automatically converts live speech into text alongside real-time sentiment analysis and conversation summaries.
• Balto (Third-party overlay): A dedicated real-time speech analytics and guidance platform that plugs into various existing call center infrastructures to coach agents live on active calls.

If you share the name of the call center software you currently use , I can let you know if it supports a native real-time transcription module or if it integrates smoothly with a third-party speech analytics tool.