Product Overview of VoiceBase
VoiceBase is a cutting-edge speech analytics platform designed to optimize contact center operations, enhance customer experience, and drive business growth through advanced voice analytics.
What VoiceBase Does
VoiceBase provides a fully-hosted, cloud-based application that enables contact centers to analyze 100% of their agent-customer conversations. This comprehensive solution is built to improve customer experience, lower operating costs, grow sales, and ensure agent compliance. By leveraging artificial intelligence (AI), natural language processing (NLP), and machine learning, VoiceBase helps businesses extract valuable insights from customer interactions.
Key Features and Functionality
Speech Analytics and Transcription
VoiceBase offers real-time transcription of audio recordings using NLP, allowing for the automatic transcription of conversations with high accuracy. This feature is complemented by speech analytics that can analyze, inspect, and categorize calls based on predefined criteria.
Agent Performance Monitoring
The platform includes tools for assessing agent performance through scorecards that provide tailored feedback. Supervisors can configure performance KPIs to score agent interactions, and post-call analytics are delivered instantly to help coach agents towards success.
Customer Insights and Sentiment Analysis
VoiceBase helps businesses understand the voice of the customer by analyzing sentiment, call outcomes, volume, and other key metrics. It can measure customer satisfaction (CSAT) and Net Promoter Score (NPS) across all calls, uncover new call trends, and perform call flow analysis.
Data Management and Compliance
The platform includes features for PCI/PII redaction, automatically detecting and redacting sensitive data from audio recordings and transcripts. It also offers customizable dashboards, data export options, and compliance management to ensure regulatory adherence.
Predictive Analytics and Keyword Spotting
VoiceBase uses machine learning to detect and predict complex behavior with high accuracy. It can identify unique phrases or interactions, such as profanity, service errors, or marketing campaigns, and classify calls based on intent (e.g., “Hot Lead” vs. “Non-Prospect”).
Integration and Accessibility
The platform integrates seamlessly with various systems, including Genesys Pure Cloud, Amazon Connect, and S3 Storage. VoiceBase also supports multilingual operations and offers API integration for flexible data access and manipulation.
Advanced Metrics and Text Analytics
VoiceBase includes 40 paralinguistic acoustic metrics such as silence, overtalk, dynamism, and sentiment. It also analyzes chat, email, CRM, and support data to provide a complete view of customer interactions.
Scalability and Reliability
VoiceBase is designed with an open architecture and uses Solace PubSub to intelligently route voice, video, and text events, ensuring massive capacity and rock-solid reliability even at high volumes (e.g., processing 2.7 billion minutes of audio per month).
In summary, VoiceBase is a robust and flexible speech analytics solution that empowers contact centers to optimize operations, enhance customer experience, and drive business growth through comprehensive analytics and insights.