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

Conversation Metrics
Complex Categories
Analyst Workbench

 

Speech Analytics

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

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?

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?

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

Question answer to follow…

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

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.