Hear

Hear is an AI-powered conversation intelligence platform for contact centers. It best suits organizations that need one view of customer and AI-agent interactions across several channels, with automated quality work and compliance oversight. Its broad monitoring and integration approach are compelling, but buying requires a sales conversation rather than a self-serve trial.

Overview

Hear captures calls, chats, and tickets so teams can examine what happened in customer conversations and the reasons behind those outcomes. Automated reviews, contextual performance insights, and personalized coaching connect interaction analysis with agent improvement.

The platform also targets AI-agent operations. Hear says its model scores more than 60 behavioral signals across every AI-agent conversation without manual configuration. That breadth can give operations and compliance leaders a consistent way to review human and automated interactions rather than sampling a narrow set of calls.

Key features

Automated quality assurance

Hear automates interaction reviews and offers quality scorecards, contextual guidance, and coaching. For supervisors, this can reduce the dependence on manual audits and turn findings into specific performance conversations. Organizations that only need a small, basic auditing tool may find this broader platform unnecessary.

Compliance monitoring

Hear says it monitors 100% of interactions for compliance, with real-time detection and alerts. Continuous coverage is valuable for teams where missed conversations create regulatory or operational risk. The product displays ISO 27799, ISO 27001, SOC Type II, and GDPR badges, and its AI-agent monitoring materials state that data sovereignty is available.

AI-agent and channel coverage

Hear captures voice, chat, and email conversations in real time for AI-agent monitoring, while its wider conversation coverage includes calls, chats, and tickets. Scoring over 60 behavioral signals without manual configuration is a strong fit for teams scaling automated agents and wanting behavioral oversight across every conversation.

API-first integrations

Hear describes an API-first architecture that connects with CRM, CCaaS, data warehouse, and ticketing systems. Listed integrations include Genesys Cloud, Pipedrive, GreenStar, Feefo, Freshworks, Commbox, Freshdesk, JustCall, and Freshcaller. This approach suits contact centers with established systems that need conversation data to move across their stack; teams looking for a standalone, minimally integrated app may not benefit as much.

Pricing

Hear uses custom pricing. Prospective customers are directed to request a demo or contact sales, and no public trial offer is stated. That model can accommodate organizations with different interaction volumes or integration requirements, but it prevents straightforward cost comparison before engaging the vendor.

Hear is also available through Google Cloud Marketplace, with billing through a Google Cloud account. Buyers already managing software procurement in Google Cloud may prefer that route; others should expect a sales-led evaluation.

Platforms

Hear is available through a web interface and an API. Its API-first design is aimed at connecting contact-center, CRM, data, and ticketing environments rather than limiting use to a single front end.

Who it's for

Hear identifies customer experience, compliance, operations, and sales and marketing teams as audiences. It is particularly well matched to contact centers that need conversation coverage across channels, automated quality reviews, compliance alerts, and coaching for both human and AI-agent interactions. Smaller teams seeking a transparent price and immediate trial should consider alternatives instead.

Pros and cons

• Pro: Captures calls, chats, and tickets, giving teams broader conversation coverage than a voice-only review process.
• Pro: Scores more than 60 behavioral signals across AI-agent conversations without manual configuration.
• Pro: Real-time compliance detection, alerts, and stated data-sovereignty availability support regulated operations.
• Pro: API-first connectivity and a substantial list of CRM, CCaaS, and ticketing integrations suit complex stacks.
• Con: Custom pricing and demo-led access make it difficult to assess cost independently.
• Con: No public trial offer is stated, so teams cannot validate fit through a self-serve evaluation.

Alternatives

Choose Convin instead if you want a free plan and free trial, with web, Android, and iOS access and a quality-management plan that includes manual QA, audit templates, automated workflows, and reporting.

MaestroQA is a better fit when a published entry tier matters: its free plan includes 100 agent runs per month and unlimited Q&A, while Starter is $185.00 per month billed monthly.

Pick Medallia for an experience-management platform with web, API, Android, and iOS support and annual-tier pricing handled through sales.

SESTEK Text-to-Speech is an alternative for teams specifically seeking text-to-speech delivered through API, Linux, self-hosted, or Windows environments.

Consider CallMiner Eureka, Level AI Contact Center Analytics, MaxContact Auto QA, or QEval when their respective contact-center analytics or auto-QA offerings better match your procurement process; each uses custom or unpublished pricing.

See the Contact Center Analytics Software list for more options.

Verdict

Hear is a strong choice for contact centers that need comprehensive, real-time oversight of customer and AI-agent conversations, especially where automated QA, compliance monitoring, and coaching must work across an existing systems architecture. Look elsewhere if public pricing, a free plan, or a trial is essential before speaking with sales.