What is VoiceBase?
VoiceBase provides advanced speech analytics capabilities designed to unlock valuable insights from customer interactions within call centers. By leveraging artificial intelligence and natural language processing, it transforms unstructured voice data from calls into structured, actionable information. This process helps businesses understand customer sentiment, identify trends, and make informed decisions based on comprehensive analysis of their conversations.
The platform enables organizations to analyze 100% of their customer calls, moving beyond traditional sampling methods. This comprehensive analysis supports efforts to enhance customer experience, optimize sales strategies by identifying successful techniques, and mitigate compliance risks through features like automated sensitive data redaction. It also extends its analytical capabilities to other text-based communication channels like chat and email for a holistic view of customer interactions.
Features
- Speech-to-Text Transcription: Automatically transcribes call recordings using natural language processing (NLP).
- Speech Analytics: Analyzes, inspects, and categorizes calls using custom queries and call scoring.
- PCI/PII Redaction: Automatically detects and redacts sensitive data like credit card numbers from audio and transcripts.
- Tone & Sentiment Analysis: Measures paralinguistic metrics including sentiment, silence, overtalk, and dynamism.
- AI Predictions: Uses machine learning to detect and predict complex behaviors and outcomes from call data.
- Text Analytics: Analyzes text-based interactions (chat, email, CRM) alongside voice data.
- Customizable Reporting: Offers pre-built and custom BI reporting options.
- Developer API: Provides API access for integration and custom development.
Use Cases
- Improving Customer Experience (CX) by understanding sentiment and feedback.
- Optimizing Sales Performance by identifying successful agent techniques.
- Ensuring PCI & Compliance by automatically redacting sensitive data.
- Enhancing Call Center Analytics for operational efficiency.
- Gathering Market Intelligence from customer conversations.
- Automating Agent Quality Assurance (QA) processes.
- Leveraging Predictive Analytics for business outcomes.
- Analyzing Text Data (chat, email) for unified customer insights.
FAQs
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What kind of data can VoiceBase analyze?
VoiceBase primarily analyzes voice data from call center recordings but can also analyze text data from chat, email, CRM, and support interactions. -
How does VoiceBase help with compliance?
VoiceBase offers an automatic PCI/PII redaction feature that detects and removes sensitive customer data (like credit card numbers) from audio recordings and transcripts. -
Can VoiceBase integrate with other business tools?
Yes, VoiceBase provides API access for integration and mentions integrations and pre-built BI reporting, suggesting compatibility with other business intelligence tools. -
What industries does VoiceBase serve?
VoiceBase serves various industries including Insurance, Telecommunications, Healthcare, Financial Services, Retail, and Travel & Hospitality. -
Does VoiceBase use AI?
Yes, VoiceBase utilizes AI, Natural Language Processing (NLP), and machine learning for its speech-to-text, analytics, and predictive capabilities.
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