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
Simple & Complex Analysis At Scale
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{ "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.
