What’s in Your Calls?

EVERYTHING.

call analytics

Get actionable intelligence from your call center conversations and discover insights like never before. 

Voice Analytics and NLP Technologies are Driving Growth Across MANY Industries

Insurance

A leading health insurance benefits provider needed to better understand their customers and optimize their experience. Using VoiceBase, they were able to drill down into their voice data and found a major user experience flaw on their website. After optimization, they saw immediate improvement and operational cost savings. 

Telecommunications

One of the top 5 wireless and satellite providers in the world wanted to ensure the security of customer data and establish a better PCI Compliance system. With VoiceBase PCI Redaction, they saw major improvements and were able to remove the weaknesses that existed in the  previous system. 

RETAIL

Validating campaign effectiveness is a challenge for any business. By leveraging VoiceBase, a big box home improvement retailer was able to provide powerful quantitative results such as which campaigns drove the most calls. Additionally, calls were scored based on the likelihood of conversion using predictive analytics. 

How are voice and text analytics used?

Voice analytics technology allows organizations to transform unstructured data from conversations customer interactions into rich, useful structured data for valuable insights. 

Historically, speech and voice analytics has been utilized within the contact center space to manage agent performance, and get some baseline KPIs about customer experience and operations. 

As customer experience (CX) is a growing differentiator, many enterprises are investing further in CX programs often incorporating Natural Language Processing (NLP) technologies like Speech and Voice Analytics. Furthermore, voice analytics has started to be leveraged by departments outside the call center. 

 

Enterprise organizations seeking a competitive edge have begun tapping into voice analytics as a new source of ROI, CX optimization, and operational insight. 

For example, one national health benefits provider discovered that a large percentage of their callers (many over 50 years old) were having trouble finding the “make appointment” button on the website. By analyzing all of their call center calls, they were able to surface this trend quickly and take action to adjust their website and saw an increase in appointment bookings and decrease in call center operations. 

The value of voice analytics can extend beyond the contact center to every department to drive growth and ROI. 

 

Contact Center Compliance and QA

Script adherance, required disclosures, fraud risk, and more can all be tracked, scored, and analyzed automatically at scale for managers and executives to see exactly how their departments are performing, and zoom in to individual reps in case coaching is required.

One VoiceBase customer discovered that a significant number of their sales reps were not reading the required disclosures during a sale, meaning that sale was invalid. By using VoiceBase intelligence to find these agents and coach them, they were able to increase valid monthly sales significantly.

call center rep scorecard graphic

Workforce Management for Call Centers

Workforce management and optimization is a common use case for voice analytics. With VoiceBase, call center managers can easily understand agent performance, coaching and training gaps, and be alerted to issues immediately to take proper action. 

Top agent Modeling Sales 2

How Does Voice Analytics Work?

Voice analytics is the use of a voice recognition tool to analyze and record a spoken conversation. Modern voice analytics software can translate recorded audio conversations (such as call center calls) into structured, searchable data. Furthermore, voice analytics tools like VoiceBase can identify emotion, intent, common topics, and more by interpreting audio patterns in human conversation.

 

There are mainly two methods to building speech recognition software; phonetic based and text based/fixed vocabulary speech engines. Phonetic based speech engines are built with a smaller grammar set and use phonemes as the basis for recognition and search, while fixed vocabulary engines are built with a larger, fixed, predefined vocabulary.

E-Book Download: Modern Speech Analytics Playbook

Get the modern speech analytics playbook, the guide to leveraging voice analytics technology throughout your entire organization. Content covers the de-siloing of customer interaction data, best practices for implementing a speech analytics program, and more.

Common applications of voice analytics technology

What are some common use cases for text and voice analytics?

PCI Compliance

Immediately detect and redact PCI & PII data from call recordings and transcripts. Maintain data compliance and ensure customer data is secure with VoiceBase’s powerful PCI redaction feature. Each transcript has PCI data visually redacted and each recording has a “beep” sound in place of the sensitive data. Leveraging PCI redaction for every single call enables organizations to reduce risk while creating more accessible data. 

Quality Assurance

Voice Analytics can uncover in-depth sentiment information. Customer experience has a direct effect on ROI. Gain a full understanding of your customer journey, emotions, and more by leveraging voice and speech analytics within your call center. Text analytics can be utilized to add even more layers of meaning and insight from chat transcripts, social media feeds, and other written customer interactions. 

Sales Optimization

Increasing sales through analyzing calls is a common use case for voice analytics. By using AI-Powered voice analytics, sales organizations can better understand what methods result in successful sales, and train towards those techniques. Understanding the customer’s intent to buy, common questions, and hesitations can be used to supercharge your sales reps to close more deals with more insight. 

WFM

Optimize workforce management for your contact center by better understanding agent experience, coaching opportunities, and performance metrics with voice analytics. By analyzing every agent call, leadership can have summarized agent scorecards at their fingertips to power coaching and training. Get a big picture of operations and the ability to inspect down to the smallest detail. 

How to Leverage Voice Analytics to Increase Sales

Case Study: Increasing Sales Using Voice Analytics

Sales optimization is a huge area of opportunity to utilize voice analytics technology. Download this in-depth case study to earn how auto sales leader Proactive Dealer Solutions optimized their sales process and grew earnings by $100,000  per month by leveraging voice analytics tools from VoiceBase.

VoiceBase is helping world-class businesses around the globe turn their calls into insights using speech analytics in their call center. 

Want to connect with an expert?

Contact us to learn how you can drive ROI in your organization by implementing speech analytics.