What Will You Discover with Speech Analytics?

We created VoiceBase Speech Analytics with a revolutionary query and categorization solution. Now analysts can inspect calls with previously unattainable granularity and visualize those results using their existing BI tools. Speech Analytics was designed to work with imperfect transcripts and poor audio quality to optimize for real-world results.

Build custom categories or leverage pre-built
libraries from speech analytics experts

Agent QM

Sentiment Analysis

Voice of the Customer

First Call Resolution

Talk and Silence Analysis

Customer Journey

Root Cause Analysis

Call Drivers

Sales Efficiency

Open Architecture For Any BI Tool

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Simple & Complex Analysis At Scale

{
    "metrics": [
        {
            "metricGroupName": "talk-time-and-rate",
            "metricValues": [
                {
                    "metricName": "agent-talk-ratio",
                    "metricValue": 0.6524078160010339
                }
            ]
        },
        {
            "metricGroupName": "overtalk",
            "metricValues": [
                {
                    "metricName": "caller-overtalk-ratio",
                    "metricValue": 0.02480187205282469
                }
            ]
        }
    ]
}

{

"metrics": [

{

"metricGroupName": "talk-time-and-rate",

"metricValues": [

{

"metricName": "agent-talk-ratio",

"metricValue": 0.6524078160010339

}

]

{

"metricGroupName": "overtalk",

"metricValues": [

{

"metricName": "caller-overtalk-ratio",

"metricValue": 0.02480187205282469

}

]

}

]

}

Conversation Metrics

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

Overtalk
Talk Time
Talk Streak
Silence
Sentiment
Volume

Complex Categories

Build custom categories with the VoiceBase Query Language to better analyze call & conversation data or work with speech analytics experts to gain access to pre-built libraries.

Proper Agent Greeting
Voicemail Detection
Collections Compliance
Call Type
Transfer Analysis
Buyer Confusion

Analyst Workbench

Use the Analyst Workbench tool to leverage the power of VoiceBase Query Language for understanding your data and defining Categories.

Learn More >

Speech Analytics

Q: What’s the difference between speech analytics & predictive insights?

Speech analytics: best for questions an analyst knows answers to and can define, e.g.: Was an appointment made? What was the call driver? Was the customer upset?

AI Predictive Insights: trained when the answer is less defined, e.g.: Why was this a hot lead? Is this customer going to churn? How likely is this caller to buy a 2nd item? Which item?

Q: Do I need an expert to use the Analyst Workbench?

Yes. If your department does not have an analyst or scorecard expert available, we have partnered with a number of leading speech analytics experts who can assist your team in building out this logic.

Q: What out of the box call categories are available?

Question answer to follow…

Q: How do I get started with VoiceBase speech analytics?

Reach out to a VoiceBase sales executive. Together we will define your needs and the speech analytics solution that will provide the best results.

More FAQs >

Build custom categories or leverage pre-built libraries from speech analytics experts