Dovetail: Customer insights platform that centralizes interviews and feedback, with AI transcription, analysis, search, and a research repository. Uniphore: Uniphore is an enterprise conversational AI and customer service analytics platform that records, transcribes, and analyzes voice and digital interactions for real-time agent assist, conversation intelligence, and automated quality assurance. This comparison weighs them on pricing, features, and everyday workflow fit.
How Hosiqo compares and tests toolsFinal recommendation
Shortlist Dovetail when transcribing and analyzing user research interviews matters most, and Uniphore when qa and supervisor teams automating call scoring, coaching, and compliance monitoring across all interactions matters most. Try them side by side on real calls before deciding — needs vary by team.
Customer insights platform that centralizes interviews and feedback, with AI transcription, analysis, search, and a research repository.
Uniphore is an enterprise conversational AI and customer service analytics platform that records, transcribes, and analyzes voice and digital interactions for real-time agent assist, conversation intelligence, and automated quality assurance.
Dovetail is a customer insights and research platform that centralizes qualitative data from user interviews, sales calls, support tickets, and research studies into a single repository powered by AI. Teams can upload or import interview recordings and let Dovetail handle AI transcription, then analyze the material to turn raw feedback into structured intelligence. Its AI capabilities include automatic analysis, AI chat and search across customer data, AI dashboards that visualize trends alongside business metrics, and AI docs for creating shareable outputs. The research repository organizes studies, transcripts, tags, and highlights so insights remain searchable and reusable across projects, and highlight reels let teams clip and share video evidence of key moments. Dovetail supports transcription in multiple languages and includes redaction of sensitive information for privacy. It connects to other tools through integrations and an API so customer signals can flow across a team's stack. Used by product, design, research, and customer experience teams, Dovetail aims to replace assumption-based decisions with evidence drawn directly from customer conversations and feedback. Pricing varies by plan. Check the official website for current pricing.
Best suited for
Uniphore is an enterprise Business AI platform built for contact centers and customer service operations. Its customer service suite captures and records voice and screen interactions, then applies speech-to-text and natural language processing to transcribe and analyze conversations. The Conversation Insights Agent uses generative AI to analyze 100% of customer calls, producing conversation summaries, sentiment analysis, and topic/call-driver detection, and lets users query insights in natural language without predefined keyword lists. Its Real-Time Agent Assist surfaces in-the-moment guidance and knowledge during live calls and automates after-call work such as wrap-up summaries. The platform also automates quality assurance across every call rather than relying on random sampling or manual scorecards, flagging coaching needs and compliance gaps. The Communication Recording Agent provides multi-channel audio capture, transcription, and built-in compliance controls (MiFID II, Dodd-Frank, PCI DSS, GDPR). It targets contact center leaders, QA managers, supervisors, and operations teams. Uniphore is established, with documented enterprise deployments and industry analyst recognition.
Best suited for
Dovetail is a free tier with paid upgrades (freemium); Uniphore is custom pricing (contact sales). Always confirm current pricing on each vendor's site before buying.
| Feature | Dovetail | Uniphore |
|---|---|---|
| Core capability | AI transcription of interview and meeting recordings | Real-time call transcription and live agent assist with in-the-moment guidance |
| Standout feature | Automatic analysis that turns raw feedback into structured insights | Generative-AI conversation intelligence analyzing 100% of calls for summaries, sentiment, and call drivers |
| Team usage | AI chat and search across all customer data | Automated quality assurance across all interactions without random sampling or manual scorecards |
| Integrations | Research repository for transcripts, tags, and highlights | Multi-channel voice and screen recording with transcription in supported languages |
| Languages & capture | Highlight reels and video clips of key moments | Natural language querying of conversation insights without keyword lists or tags |
| Best-fit workflow | AI dashboards, AI docs, and sensitive-information redaction | Automated after-call work (ACW) summaries and post-call task automation |
Dovetail
Choose Dovetail if you need transcribing and analyzing user research interviews — strengths include centralizes interviews and feedback from many sources in one repository.
Uniphore
Choose Uniphore if you need contact centers transcribing and analyzing every customer call to uncover call drivers and sentiment trends — strengths include analyzes 100% of conversations rather than a sampled subset, improving qa and compliance coverage.
Dovetail
Uniphore
It depends on your workflow. Dovetail is strong for transcribing and analyzing user research interviews, while Uniphore is strong for contact centers transcribing and analyzing every customer call to uncover call drivers and sentiment trends. Both transcribe and summarize meetings.
Dovetail is a free tier with paid upgrades and Uniphore is custom pricing. Check each vendor's pricing page for the latest plans and free-tier limits.
Often yes: teams combine tools when one handles capture and another handles analysis.
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