Customer Experience Analytics

Measure and Manage CX with AI

Join the CX Revolution

Your customers are calling. Do you know what they are saying?

Every customer conversation is full of data. Customer sentiment, tone, product complaints, feedback, and more – captured in the call recording or chat conversation. 

Imagine being able to extract metrics from every single customer conversation and using those data points to make informed decisions about your business. 

At VoiceBase, we believe your call center is a source of unrealized ROI. What your customers are saying today in calls will show up in your financial reports tomorrow. By leveraging voice analytics in your call center, you can improve customer experience, and maximize revenue. 

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Understand Your Customers Like Never Before

CX Sentiment Analysis

Harness the Power of NLP

Natural Language Processing (NLP) surfaces keywords and topics from your customer conversations – allowing you to get detailed data on customer actions, intent, and overall experience.

Level Up With Sentiment Scoring

Understand not only what your customers are saying, but how they are saying it. Analyzing customer interactions with emotional content provides unmatched organic information.

“VoiceBase has been key to our digital transformation by providing rich custom voice analytics across every single department. The Voice of the Customer should be the fabric of every enterprise and we realized that we had limited access to what our VoC really was until we started to leverage VoiceBase’s enterprise analytics solution.”

Becky Masters, Delta Dental of Washington

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Unlock the Voice of Your Customer

Boost Your VOC Initiatives

The key to success lies in understanding your customers. Using Voice Analytics, you can collect customer feedback to achieve your business goals. 

Build a better customer experience (CX)

Discover pain points and optimize your customers’ experience. Gain a competitive advantage through inspecting customer needs and making strategic adjustments. 

Reduce Churn With Predictive Speech Analytics

Detect & Act Upon Potential Churn

Customer conversations are full of signals. Learn what is causing your customers to churn and adjust your strategy. Utilize AI predictive analytics to detect and predict when a customer is likely to churn and act immediately.

Implement Strategies to Prevent Churn

By implementing predictive speech analytics, call center supervisors can focus their time on customers at risk for attrition, and create training models for agents when potential to churn is detected on a phone call.

Measure and Improve Customer Satisfaction (CSAT)

Get Organic Customer Feedback From All Calls

Measure customer satisfaction using speech analytics across 100% of customer interactions. Using VoiceBase, CX professionals can gather more data for key initiatives and reporting needs. 

Get the Full Picture With Granular Detail

VoiceBase provides enterprise organizations the ability to turn unstructured voice data into tagged, structured, and highly valuable data to help you acheive your business goals.

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Interactive Voice Data Visualized in Your BI Tool & CRM of Choice

Custom and Out-of-the-Box Dashboards

Utilize pre-built or custom dashboards to visualize your customer experience. VoiceBase can deliver industry-specific reports into your business intelligence or CRM tool such as Tableau, Power BI, or Salesforce. 

 

  • Call Driver Analysis
  • Topic Discovery
  • Sentiment Analysis
  • Churn Analysis
  • Brand Health

Dashboard Features

Unlock insights to help you build the best experience for your customers.

 

  • Uncover the top reasons customers are calling for call driver analysis
  • Discover themes customers are discussing the most
  • Analyze the sentiment behind different trending topics to get real insight on how your customers feel
  • Predict customer churn and learn how to prevent it
  • Understand how customers are using your products and services

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Let’s start something new:

Find out how voice analytics can help you create the best customer experience in your contact center.