VoiceBase Releases New Omni-Channel Functionality

Posted by Emily Blazensky on Nov 12, 2019 6:55:36 AM

VoiceBase Expands Beyond Voice, Offering Text Analytics, Introduces VoiceBase Online and Enterprise Accelerator. This release provided organizations omni-channel views of their customers and unparalleled flexibility and speed in deployments.

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Topics: contact center, Tableau

Missing Insights? Voice Data Health And The Contact Center

Posted by Alissa Pagels-Minor on Oct 11, 2019 1:50:58 PM

Data drives insights, and insights drive business. If your company has a contact center, it’s likely that standard KPIs  like agent performance and call times are metrics being tracked. These KPIs help managers improve agent performance, customer experience, and operations costs. But for most enterprises, the data insights stop there.

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Topics: call center, agent monitoring, Call Center Analytics, call analytics, call recording, contact center, customer analytics, Automated Insights, BI Tools

How to Spot bad CX in Your Contact center

Posted by Alissa Pagels-Minor on Aug 1, 2019 4:03:00 PM

Speech Analytics tools can be used to evaluate all of the calls going in and out of a call center for important customer experience (CX) insights. If you’ve ever called a 1-800 number, you probably know how a great experience during that call can affect your opinion of the brand and whether you will continue doing business with them. Better CX is proven to be linked to overall profit, so modern organizations look for ways to track and optimize CX across the entire enterprise. Research shows that increasing customer retention by a mere 5% can result in a profit gain of 25%-95%!

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Topics: voice of the customer, customer service, call analytics, contact center, customer analytics, Tableau

Using AI to Improve the Customer Experience in your Contact Center

Posted by Emily Blazensky on Jul 6, 2018 12:08:55 PM

When you think about good customer service, the mind more than likely goes to the hospitality industry. Oftentimes, that free upgrade to first class on a flight or a complimentary drink for an excessive wait at a restaurant can make all the difference between a shining recommendation or a scathing condemnation of your business. However, with the recent rise of eCommerce and multiple touch-point interaction, the concept of customer service has evolved into a greater beast, one that requires a skosh more attention than just offering free stuff in a crunch.

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Topics: customer experience, AI, contact center

Customer-Ready Solutions by VoiceBase and Amazon Connect

Posted by Helene Servillon on Mar 27, 2018 10:37:33 PM

If you have heard about Amazon Connect's new cloud-based contact center and are ready to dive in, one of the best ways to deliver effective business value is with rich speech analytics. To get started, you can check out VoiceBase’s Solution Space page which was recently launched for Amazon Connect integrations.

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Topics: amazon connect, contact center

7 Reasons Why Companies Should Consider Amazon Connect For Their Cloud Contact Center

Posted by Dan Raasch on Jan 18, 2018 1:03:03 PM

Amazon Connect For Cloud Contact Centers

You’ve heard it many times before: the market for cloud contact centers is growing at an astounding rate. Some say that it could grow to become a $15 billion market by the end of 2021.

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Topics: call center, amazon, aws, amazon connect, contact center

What is Big Voice?

AI-powered speech analytics for the cloud

VoiceBase is defining the future of deep learning and communications by providing unparalleled access to spoken information for businesses to make better decisions. With flexible APIs developers and enterprises build scalable solutions with VoiceBase by embedding speech-to-text, speech analytics, and predictive analytics capabilities into any big voice application. 

 

 

The Modern Speech Analytics Playbook

Screenshot 2019-09-25 13.29.39
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