VoiceBase Speech Analytics

Query and Categorize Calls at Scale

IntegrationsGet a Demo

We created VoiceBase’s Speech analytics as a revolutionary query and categorization solution to help organizations build scorecards, reports, dashboards and uncover insights. Our NLP-based speech engine can process text and audio conversations to bring instant results to your business. 

Conversation Metrics

Simple but powerful off-the-shelf calculations instantly enable effective monitoring of agent & call behavior.

  • 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

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 

Simple and granular analysis for any use case.

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.