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

Yes. There are several vendors that can transcribe and analyze call-center conversations in real time, but the right choice depends heavily on what call-center software you already use.

Vendors worth looking at

• Observe.AI — Contact-center-focused platform with transcription, QA, compliance monitoring, coaching, and AI analysis. It analyzes 100% of conversations and is designed to work with existing contact-center environments.
• NICE / CXone — Offers speech analytics and real-time interaction capabilities as part of its contact-center platform.
• Verint — Enterprise speech analytics with transcription, sentiment, compliance, topics, and other conversation intelligence. Verint specifically describes real-time speech analytics as processing calls while they're happening to enable live guidance and alerts.
• CallMiner — Dedicated conversation-analytics platform with transcription and automated analysis across contact-center interactions.
• Level AI — Focuses heavily on automated QA, conversation intelligence, compliance, and real-time agent guidance.
• Cresta — Particularly focused on real-time agent assist: listening to the conversation, understanding what's happening, and surfacing information/recommendations to the agent.
• Dialpad — Combines calling with AI transcription and real-time/in-call intelligence, so it can be particularly attractive if you're willing to use its telephony platform rather than simply bolt analytics onto an existing system.

If you already have call-center software

The key question is which call-center platform you use. If, for example, you're on Genesys, Five9, Avaya, Talkdesk, RingCentral, Twilio, 3CX, or a proprietary system, you don't necessarily need to replace it. Many speech-analytics vendors can ingest the live audio stream or recordings from the existing platform.

There are also lower-level speech-to-text providers such as Deepgram, AssemblyAI, Google Cloud Speech-to-Text, Amazon Transcribe, Azure Speech, and Speechmatics that can provide streaming transcription for a custom integration.

If you tell me the name of your call-center software, I can narrow this down to the vendors that integrate with it and specifically support live transcription rather than just post-call transcription.

Several major contact center platforms and specialized AI vendors offer real-time speech analytics tools that transcribe calls as they happen. Depending on whether you want a native feature inside your existing CCaaS (Contact Center as a Service) or a third-party overlay/API, the top providers include:

• Dialpad AI : Offers robust built-in Voice Intelligence that provides real-time call transcription, live sentiment analysis, and supervisor insights to monitor active calls.
• Talkdesk : Features AI-powered real-time transcription and sentiment analysis natively integrated into its cloud contact center platform to assist agents on live screens.
• Verint : Provides enterprise-grade Verint Real-Time Speech Analytics , which listens to live interactions, transcribes via their transcription engine, and triggers real-time agent prompts or supervisor alerts.
• CallMiner : Known for its comprehensive Eureka platform, it supports real-time agent alerts and conversation monitoring alongside its massive deep-dive post-call analytics suite.
• Balto : Specializes strictly in real-time speech analytics for live agent guidance, popping up dynamic prompts and compliance guardrails as the customer speaks.
• Observe.AI : Delivers real-time and automated contact center QA, moment-level scoring, and transcription insights tailored for coaching.
• AssemblyAI / Rev AI : If you are looking to build a custom tool or integrate a developer-focused speech-to-text streaming API directly into your current software infrastructure.

To help narrow down the best fit, could you share:

• What specific call center software or CRM are you currently using?
• Are you looking for a native integration or a standalone third-party tool?
• Do you need the tool primarily for live agent coaching/prompts or supervisor monitoring?

Yes. If you already have a call-center/CCaaS platform and want to add a tool that transcribes calls live while they’re happening, several vendors specialize in this.

Strong options

• CallMiner — Its Eureka platform provides speech/conversation analytics with real-time and post-call capabilities, including transcription, sentiment, compliance, and agent guidance.
• Verint — Enterprise-grade speech analytics with transcription, sentiment, compliance detection, and real-time analytics/agent guidance.
• NICE — CXone Interaction Analytics provides speech analytics and real-time capabilities, particularly attractive if you're already using NICE CXone.
• Observe.AI — Focuses heavily on AI-powered quality assurance, coaching, and conversation intelligence for contact centers; it's another option for integrating live call intelligence.
• Genesys — Offers speech/interaction analytics and real-time capabilities, especially if your call-center software is Genesys.
• Cresta — Particularly worth considering if you want real-time agent assistance in addition to transcription and analytics.
• Level AI — AI-powered QA, conversation intelligence, and agent coaching, with real-time speech analytics among its capabilities.

The important distinction

If by "transcribes calls in real-time" you mean the words appear as the customer and agent are speaking, rather than simply receiving a transcript a few minutes after the call, I'd narrow the list to vendors that explicitly support streaming/live transcription and real-time agent assistance.

Also, integration with your existing call-center software is probably the most important factor. The tool needs access to the live audio stream—typically through SIPREC, a media stream/API, WebSocket, or the CCaaS platform's native integration.

If you tell me which call-center software you use (e.g., Five9, Talkdesk, Genesys, Avaya, RingCentral, 3CX, Twilio, Amazon Connect, etc.), I can identify which speech-analytics vendors integrate with it and which ones can actually transcribe live, including options for Portuguese/Brazilian Portuguese if that's relevant.

If you are looking for dedicated speech analytics or CCaaS (Contact Center as a Service) platforms that provide live, real-time call transcription and analytics, several industry leaders offer robust solutions depending on whether you want an add-on tool or a native contact center platform:

• Verint Real-Time Speech Analytics: Verint provides a powerful enterprise-grade Verint Real-Time Speech Analytics tool that "listens" to voice interactions live. It combines phonetic recognition and full transcription to detect sentiment and trigger real-time desktop alerts, coaching prompts, or compliance checks for agents.
• CallMiner Eureka: CallMiner is an established heavyweight in contact center speech analytics. Its platform supports real-time monitoring alongside deep post-call categorization, tracking acoustic/text sentiment, and surfacing live alerts for agent adherence and risk management.
• Dialpad AI : If you are open to an integrated CCaaS/VoIP platform rather than a standalone overlay, Dialpad features proprietary built-in Voice Intelligence that transcribes calls in real time and offers live sentiment analysis so supervisors can monitor active queues instantly.
• Genesys Cloud AI / Agent Assist : For enterprise contact centers using Genesys , the platform streams live audio to its transcription service, powering live agent-assist prompts and real-time knowledge base recommendations right inside the agent workspace.
• Developer APIs (AssemblyAI & Speechmatics) : If your team is building a custom internal tool or integrating directly into your existing software via telephony streams, APIs like AssemblyAI and Speechmatics offer sub-second, real-time streaming speech-to-text with speaker diarization and sentiment analysis.

To help narrow down the best fit, could you share:

• What call center software/telephony platform are you currently using?
• Are you looking for a native/integrated feature or a third-party overlay?

Many modern CCaaS (Contact Center as a Service) platforms and specialized conversational intelligence overlay tools offer real-time speech analytics and live call transcription.

The market leaders offering real-time transcription and speech analytics are generally split into two categories: all-in-one contact center platforms with native real-time AI, and overlay/specialized analytics platforms that can integrate with your existing call center software.

1. AI-Native Call Center & Phone Platforms

• Dialpad AI: Widely recognized for its built-in, real-time AI engine that provides live call transcription, moment-by-moment sentiment analysis, and real-time agent assist/supervisor alerts natively on calls.
• Genesys Cloud CX: Features robust native AI capabilities that include near-real-time voice transcription, automated topic/intent detection, and live sentiment tracking during active customer interactions.
• Talkdesk: Offers Talkdesk Interaction Analytics and AI-driven real-time agent assist tools that transcribe and surface insights while the conversation is actively happening.
• Five9: Provides Five9 Agent Assist and transcription workflows that use real-time speech recognition to guide agents and flag compliance issues live.
• NICE CXone: Features Enlighten AI for real-time speech analytics, live behavioral tracking, and automated guidance built for high-volume enterprise operations.

2. Specialized & CCaaS-Agnostic Speech Analytics (Overlays)

If you want to keep your current core phone/call center software and plug in an advanced analytics engine via API/integration:

• Observe.AI: Specializes in real-time agent assist, live transcription, and automated quality assurance that can overlay existing telecom/contact center stacks.
• Verint: Offers enterprise-grade Verint Speech Analytics and transcription bots that integrate seamlessly across various cloud contact center architectures.
• CallMiner: Provides deep conversation analytics (CallMiner Eureka ) with real-time monitoring capabilities tailored for strict compliance and intense customer-intent tracking.

If you share what specific call center software you currently use , I can tell you which of these tools offer a native integration versus requiring a third-party API workaround.

Yes. If you mean live, in-call transcription plus speech analytics—rather than simply recording calls and transcribing them afterward—there are several strong vendors.

Leading options

• CallMiner — Eureka provides speech/conversation analytics, transcription, sentiment, topics, compliance, and real-time capabilities. It is particularly strong if you want to analyze calls from an existing call-center platform rather than replace your CCaaS.
• Verint — Speech Analytics analyzes voice interactions and offers transcription, sentiment, compliance, topics, and real-time analytics/alerts.
• NICE / CXone — A major contact-center platform with speech analytics and AI capabilities, particularly suited to larger/regulated contact centers.
• Observe.AI — Focuses heavily on AI quality assurance, conversation intelligence, coaching, and agent assistance. It can work as an analytics layer alongside an existing contact-center system.
• Cresta — Strong option if you specifically want real-time agent assistance—for example, listening to the conversation and giving the agent suggested responses or next-best actions while the customer is still on the phone.
• Dialpad — More lightweight than the enterprise platforms; its AI offering provides real-time transcription and live sentiment and can be attractive if you don't need a huge WEM/QA suite.

The important distinction

I'd separate your requirement into two categories:

If you tell me which call-center software you currently use (e.g., Five9, Genesys, RingCentral, 8x8, Talkdesk, Avaya, Cisco, etc.), I can narrow this down to vendors that integrate with your exact system and can transcribe in real time, including approximate pricing and whether they require replacing your current platform.

Several major contact center-as-a-service (CCaaS) providers and specialized AI speech analytics platforms offer real-time transcription and speech analytics. Depending on whether you want a native, all-in-one call center solution or a specialized add-on tool that plugs into your existing software via audio streams, here are the top options:

All-in-One CCaaS Platforms with Native Real-Time Transcription

• Dialpad AI Contact Center : Known for its proprietary, highly integrated in-house AI engine that provides real-time call transcription, live sentiment analysis, and agent assist prompts natively across its plans.
• Talkdesk : Offers AI-powered recording and real-time transcription where text pops up directly on the agent's screen during live calls to reduce miscommunications.
• Five9 : Features "Real-Time Agent Assist" and live transcription capabilities, which can stream active audio to surface live coaching notifications and sentiment tracking.
• RingCentral : Uses built-in speech recognition to transcribe calls in real time, allowing supervisors to monitor sentiment or key phrases live during the call.
• 8x8 Contact Center : Delivers AI-enhanced live transcription, sentiment trends, and real-time analytics dashboards.

Specialized & Enterprise Speech Analytics (Integrates with Existing Software)

• CallMiner : A gold-standard enterprise speech analytics platform (Eureka) that connects to major telephony systems (like Five9 via real-time audio streams) to transcribe and evaluate 100% of conversations live, alerting supervisors instantly to compliance risks or frustrated customers.
• Verint : Features Real-Time Speech Analytics powered by their transcription bots to listen to live interactions, spot trigger words or regulatory non-compliance, and prompt supervisors or agents as the call happens.
• Genesys : Offers robust real-time speech analytics and live agent guidance capabilities designed to detect customer intent mid-conversation.

If you can share what specific call center platform or CRM you currently use , I can tell you which of these options offers the most seamless native integration or API connector for your setup.

Yes. If you already have a call-center/CCaaS platform and want to add real-time transcription + speech analytics, there are several good options. The key distinction is whether you want to replace your call-center software or add an analytics layer on top of it.

Strong options

• Dialpad — Probably the simplest all-in-one option. It transcribes calls live, provides real-time sentiment, keyword/moment detection, and can surface guidance to agents while they're talking.
• Amazon Web Services / Amazon Transcribe Call Analytics — Particularly interesting if you want to keep your existing call-center software. It accepts an audio stream and provides real-time transcription, sentiment, issue detection, keywords, PII redaction, and alerts.
• Deepgram — An API-focused option for companies that want to build real-time transcription and analytics into their existing call-center environment. Its streaming transcription supports live call analytics and agent assistance.
• Verint — More enterprise-oriented. Its speech analytics analyzes essentially all voice interactions and provides transcription, sentiment, themes, compliance analysis, QA, and coaching.
• Five9 — Has interaction analytics with call transcription, automated scoring, sentiment/emotion analysis, topic identification, and quality-management integration.

If you want to keep your current call-center software

I'd narrow the search to Amazon Transcribe, Deepgram, or a specialized overlay such as Observe.AI/CallMiner, rather than buying another complete CCaaS platform.

The important technical question is: Can your current call-center system provide a live audio stream (SIPREC, WebSocket, RTP, etc.) to the analytics provider? If it can, you can often add real-time transcription without replacing your phone system.

If you tell me which call-center software you currently use (e.g., Five9, Genesys, NICE, RingCentral, 3CX, Talkdesk, Avaya, etc.), I can identify the 3–5 speech analytics vendors that integrate with it and support true real-time transcription, including approximate pricing and whether the transcript is available to supervisors/agents live.

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.