VoiceBase
Overview
VoiceBase is a company specializing in AI-powered voice analytics, providing solutions that transform raw voice data from call centers into structured, actionable insights. Their technology leverages natural language processing and machine learning to enhance customer experience, optimize sales, and ensure compliance by analyzing 100% of customer interactions. VoiceBase's offerings are designed to help enterprises improve customer sentiment analysis, reduce compliance risks, and increase sales conversions through advanced speech and text analytics.
Industry: Voice Analytics
Ideal Customer Profiles: VoiceBase's ideal customers are large enterprises and call centers across various industries such as telecommunications, healthcare, financial services, retail, and travel & hospitality. These organizations seek to enhance customer experience, optimize sales processes, and ensure compliance through advanced voice and text analytics solutions.
Website: voicebase.com
LinkedIn: http://linkedin.com/company/voicebase-inc-
Twitter: http://twitter.com/VoiceBase
Products
Speech-to-Text
VoiceBase's Speech-to-Text solution uses advanced natural language processing to automatically transcribe voice recordings into text, enabling businesses to analyze and access information from every call.
Features
Automatic Transcription
Description: This feature automatically converts speech into text using natural language processing, allowing businesses to transcribe call center conversations in real-time or from stored audio files.
Benefit: Enables businesses to discover insights about customer interactions and optimize performance at scale.
Click-to-Play Keywords
Description: Allows users to navigate through recordings by jumping to specific words or timestamps, facilitating easy access to relevant parts of conversations.
Benefit: Improves efficiency in reviewing call transcripts and identifying key moments in conversations.
Agent Performance Insights
Description: Provides detailed insights into call center agent performance, helping identify areas for improvement and training needs.
Benefit: Enhances agent productivity and effectiveness through targeted coaching.
Trend Analysis
Description: Analyzes call transcripts to identify trends and anomalies, providing a comprehensive view of business performance.
Benefit: Helps businesses make informed decisions by understanding patterns in customer interactions.
Real-Time Visualization
Description: Integrates call transcripts with analytics dashboards, allowing for real-time visualization and analysis of calls.
Benefit: Enables immediate insights and decision-making based on up-to-date call data.
Speech Analytics
VoiceBase's Speech Analytics software provides comprehensive analysis of customer calls, extracting valuable insights and metrics to improve customer experience and operational efficiency.
Features
Call Categorization
Description: Uses advanced query solutions to analyze, inspect, and categorize calls, providing structured data for further analysis.
Benefit: Improves understanding of customer interactions and helps identify areas for improvement.
Paralinguistic Metrics
Description: Analyzes calls using 40 paralinguistic metrics, including silence, overtalk, and sentiment, to provide a deeper understanding of customer interactions.
Benefit: Enhances the ability to gauge customer sentiment and improve customer experience.
Automated Quality Assurance
Description: Automates the process of quality assurance and scorecard creation for call center agents, ensuring consistent performance evaluation.
Benefit: Reduces manual effort and increases accuracy in agent performance assessments.
First Call Resolution Optimization
Description: Tracks and measures first call resolution rates, helping businesses optimize their processes to improve efficiency.
Benefit: Increases customer satisfaction by resolving issues on the first call.
Sentiment Analysis
Description: Analyzes customer opinions and sentiments regarding products, brands, and services, providing valuable feedback for business improvement.
Benefit: Helps businesses tailor their offerings to better meet customer needs and expectations.
PCI Redaction
VoiceBase's PCI Redaction solution automatically detects and redacts sensitive payment information from call recordings and transcripts, ensuring compliance with PCI DSS standards.
Features
Automated Data Redaction
Description: Automatically detects and redacts sensitive PCI and PII data from call recordings and transcripts, ensuring compliance with data protection standards.
Benefit: Protects customer data and reduces the risk of data breaches and compliance violations.
Unauthorized Behavior Detection
Description: Detects unauthorized behavior from agents and employees, helping to lower compliance risks and improve customer experiences.
Benefit: Enhances compliance monitoring and reduces the likelihood of regulatory violations.
Script Compliance Monitoring
Description: Monitors calls to ensure agents adhere to pre-determined, compliance-ready scripts, maintaining regulatory compliance.
Benefit: Ensures consistent and compliant customer interactions, reducing the risk of non-compliance.
Optimized Agent Scripts
Description: Provides agents with optimized scripts and improved workforce management tools, enhancing their ability to comply with regulations.
Benefit: Improves agent performance and compliance with regulatory standards.
Secure Data Insights
Description: Provides insights into customer interactions through a secure, fully redacted database of call audio files and transcripts.
Benefit: Enables businesses to gain insights while ensuring data security and compliance.
Predictive Analytics
VoiceBase's Predictive Analytics uses machine learning to predict customer behavior and optimize business outcomes based on call data.
Features
Complex Event Detection
Description: Detects complex events in contact center interactions and predicts future behavior with high precision and accuracy.
Benefit: Allows businesses to anticipate customer needs and take proactive measures to improve outcomes.
Comprehensive Predictive Models
Description: Uses predictive models to measure various aspects of speech, including vocabulary, tone, and metadata, to predict future customer actions.
Benefit: Provides a detailed understanding of customer interactions and helps in making informed business decisions.
Hot Lead Detection
Description: Identifies hot leads by detecting when the likelihood of a successful outcome is high, allowing businesses to prioritize follow-ups.
Benefit: Increases sales efficiency by focusing efforts on high-potential leads.
Churn Prediction
Description: Predicts customer churn by identifying customers likely to cancel before they do, enabling businesses to take preventive actions.
Benefit: Helps retain customers and reduce churn-related revenue loss.
Cost-to-Serve Reduction
Description: Predicts future customer behavior to optimize service delivery and reduce associated costs.
Benefit: Improves operational efficiency and reduces service costs.
Text Analytics
VoiceBase's Text Analytics empowers organizations to analyze text data alongside voice data, providing a comprehensive view of customer interactions.
Features
Sentiment Analysis
Description: Analyzes the sentiment of text data, determining whether it is positive, negative, or neutral, to understand customer emotions.
Benefit: Helps businesses gauge customer satisfaction and tailor responses accordingly.
Interaction Trend Analysis
Description: Identifies trends in customer interactions across both speech and text, providing insights into what drives customer engagement.
Benefit: Enables businesses to address customer needs more effectively by understanding interaction drivers.
Custom Category Building
Description: Allows businesses to build custom categories for text analysis using VBQL or access pre-built libraries for extensive querying.
Benefit: Provides flexibility in analyzing text data to meet specific business needs.
Data Aggregation
Description: Aggregates text and voice data streams to provide a comprehensive view of customer interactions in visual analytics tools.
Benefit: Enhances decision-making by providing a holistic view of customer data.
Voice and Text Integration
Description: Integrates text data with voice analytics, allowing organizations to analyze customer interactions using their preferred applications.
Benefit: Improves customer understanding by combining insights from both text and voice data.
Quantitative Benefits
"Analyze 100% of CUSTOMER INTERACTIONS"
Source: AI-Powered Voice Analytics
"Average Cost to a Business After a Breach"
Testimonials
"Being able to pinpoint the exact timing and specific verbiage used in successful conversations provides us with the data needed to help our team of agents be more productive."
Frank Pettinato at Avantive
Source: AI-Powered Voice Analytics
Customer Stories
Delta Dental of Washington
Problem: Limited access to the true Voice of the Customer
Value Add: VoiceBase provided rich custom voice analytics across every single department
Outcome: Key to digital transformation and improved access to Voice of the Customer insights
Source: AI-Powered Voice Analytics
Avantive
Problem: Needed to improve agent productivity and conversation success
Value Add: VoiceBase provided the ability to pinpoint exact timing and specific verbiage used in successful conversations
Outcome: Gained data needed to help team of agents be more productive
Source: AI-Powered Voice Analytics
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