On Tuesday we announced that Ytel, a provider of cloud contact center software that processes over 30 million interactions per day, has added VoiceBase’s high-accuracy transcription and predictive call scoring services to its X5 Cloud Contact Center solution. This new feature is scheduled to launch in Ytel’s X5 June 2015 feature release, so get ready!
“Extracting business intelligence from inbound service calls and outbound sales calls has up until now only been available to very large contact centers,” says Ytel Founder and CEO, Nick Newsom. “We are now able to extend powerful, yet affordable, speech analytics to all of our customers.”
The ability to access organized intelligence from all of your call center’s interactions is extremely useful and quickly provides actionable insights. As TMC.net writer and senior editor Peter Bernstein put it; “It is no secret that contact centers are now intensely interested in Big Data and sophisticated analytics to improve operational efficiency, effectiveness and the customer experience. Let’s face it, knowing who is saying what, when, where, why and with what result is extremely valuable.”
With the click of a button, small and medium businesses can now gain access to actionable insights from their calls such as keyword correlation to sales opportunities, potential cancellations, competitive mentions and trend detection. Ytel customer, MediaMix365, is one of the nation’s top producers in the lead generation industry. “The ability to globally search all of our calls and instantly spot ‘hot leads’ and identify calls that need more attention is invaluable,” said Nick Long, CEO of MediaMix365.
“Contact centers receive an enormous volume of calls every day and VoiceBase’s mission is to help them access specific information and intelligence from all their calls,” said Walter Bachtiger, Founder and CEO of VoiceBase. “We help Ytel’s customers make better business decisions by quickly identifying important calls that need an immediate response to identifying contact center reps that need more training based on what was said in a call.”
VoiceBase provides easy-to-use APIs that automatically transcribe audio and video, extract relevant keywords and topics and enable the instant search and discover of spoken information. Every month VoiceBase processes millions of recordings that allow users to search from the web or their mobile device into the timeline of a recording, and play the precise parts of a conference call or webinar, educational lecture, podcast or video interview for example. VoiceBase customers include contact centers, conferencing service providers, video and education platforms, telecom providers and Fortune 500 companies. VoiceBase is privately held and is based in San Francisco, California.
Ytel is a preeminent software company, specializing in cloud-based communications solutions that service businesses worldwide. Its SaaS-based offerings include Cloud Contact Center® and message360°®. These services provide businesses cost effective solutions that power modern communications through phone, chat, email, text messaging, and direct mail. Ytel supports over 30 million outbound and inbound interactions daily, on a company owned network, increasing revenue and maximizing efficiency.