Enterprise Speech Analytics 

Measure and manage 100% of Calls

CX Intelligence is Mission Critical

In order to stay competitive, businesses need to tune in to customer experience (CX) data. However, manually listening to and transcribing contact center calls is cost prohibitive and prone to human error. 

Why Speech Analytics?

Speech analytics technology surfaces valuable intelligence from customer calls. Your customer conversations are a gold mine of Voice of the Customer (VOC) data, and speech analytics technology can extract and organize these metrics automatically, at scale, for millions of calls.

 

call center manager analyzing reporting data with speech analytics
call center speech analytics software dashboard

How Does Speech Analytics Benefit a Call Center?

  • Improve Customer Experience
  • Lower Call Center Costs
  • Track Sales Conversions
  • Automate Agent Scoring
  • Real-Time Agent Guidance
  • Consumer and Market Intelligence
  • Call Tracking Metrics
  • VOC and Sentiment Analysis

VoiceBase Speech Analytics Software is built for contact centers and beyond, bringing crucial customer and market intelligence to the entire enterprise.

Our solutions come with out of the box reports, which can be fully customized with the full implementation support from our speech analytics experts. 

 

VoiceBase Speech Analytics Features:

Conversation Metrics

Pre-made calculations to instantly enable call scoring.

  • Overtalk
  • Talk Time
  • Silence
  • Sentiment
  • Speaker Ratio

Complex Categories

Build custom categories with the VoiceBase Query Language (VBQL) to better analyze call & conversation data.

  • Proper Agent Greeting
  • Buyer Confusion
  • Likely to Cancel
  • Fraud Detection
  • Auto-NPS Score

Analyst Workbench

Use the Analyst Workbench to leverage the power of VoiceBase Query Language to define categories.

  • Competitor Mentions
  • Brand Mentions
  • Appointment Made
  • Call Drivers
  • Product Feedback

 

Call Summary dashboard Abstract Image

Open architecture for any ANALYTICS SETUP

Access speech analytics within your business intelligence tool of choice. Conversational intelligence is accessible and scaleable with our open architecture and flexible framework. Get the value out of your voice data and into your reports for instant insights across your organization.

Capabilities 

Use Speech Analytics to Better Understand Your Customers & Business

Agent Quality Monitoring 

Automate quality assurance and scorecards in your call center.

Sentiment Analysis

Understand customer opinions on products, brands, and services.

Call Drivers

Analyze all calls to know why your customers are calling.

First Call Resolution

Measure and optimize FCR to improve operational efficiency. 

Talk and silence analysis

Identify calls that contain segments of silence or over-talk.

Customer Journey

Connect the dots and map your customer journey. 

GET THE PLAYBOOK

Download the Speech Analytics Playbook for a guide on implementing speech analytics successfully within your Enterprise organization.