Product Overview of VoiceBase
VoiceBase is a cutting-edge, fully-hosted cloud application designed to optimize contact center operations and extract valuable customer interaction analytics. Here’s a detailed look at what the product does and its key features.
What VoiceBase Does
VoiceBase is tailored for contact center managers aiming to enhance customer experience, reduce operating costs, boost sales, and ensure agent compliance. The platform leverages advanced speech analytics, machine learning, and natural language processing (NLP) to provide comprehensive insights from customer interactions. It enables organizations to analyze 100% of their agent-customer conversations, offering a holistic view of contact center activity and customer feedback.
Key Features and Functionality
Speech Analytics and Transcription
VoiceBase automatically transcribes recordings using NLP, allowing users to search, analyze, and understand the content of calls, conferences, webinars, and other audio/video files. This transcription is processed quickly, even for large files, and returned in JSON format for further analysis.
Agent Performance Monitoring
The platform includes agent scorecards that provide tailored feedback to coach call center agents towards success. Supervisors can configure performance KPIs for agent scoring, and post-call analytics are delivered instantly to the user’s screen.
Customer Interaction Analytics
VoiceBase offers deep insights into customer interactions, including sentiment analysis, call outcomes, volume, and trends. It helps in measuring Customer Satisfaction (CSAT) and Net Promoter Score (NPS) across all calls, and in understanding customer sentiment through advanced analytics.
Call Categorization and Keyword Spotting
The platform can categorize calls using industry-leading query solutions and detect specific keywords or phrases, such as profanity, service errors, or product names. This feature is useful for flagging important interactions and facilitating the exploration of recordings.
PCI/PII Redaction
VoiceBase automatically detects and redacts sensitive PCI (Payment Card Industry) and PII (Personally Identifiable Information) data from audio recordings and transcripts, ensuring compliance with data protection regulations.
Predictive Analytics
Using machine learning, VoiceBase can predict complex behavior such as a caller’s intent based on tone, sentiment, and other factors. This allows for the classification of calls (e.g., “Hot Lead” vs. “Non-Prospect”) and the recognition of time-stamped events like positive or negative comments.
Customizable Dashboards and Reporting
The platform provides customizable dashboards and the ability to generate custom reports. Users can access a full view of contact center operations and adjust the results by activating specific categories, setting and managing KPIs for agent performance.
Integration and Scalability
VoiceBase integrates seamlessly with various systems, including Genesys Pure Cloud, Amazon Connect, and S3 Storage. It uses Solace PubSub to intelligently route voice, video, and text events, ensuring massive capacity and rock-solid reliability even at high volumes.
Multilingual Support and Compliance
The platform supports multiple languages and includes features for compliance management, such as automated alerts and quality assurance, to ensure that all interactions meet regulatory standards.
In summary, VoiceBase is a powerful tool for contact centers, offering a comprehensive suite of speech analytics, transcription, and predictive analytics capabilities. It is designed to enhance customer experience, optimize operations, and provide actionable insights from customer interactions.