Marketers and agencies are under constant pressure to prove ROI. But tracking your digital ads are difficult if you have no way to tell which ads drove calls and resulted in sales. Speech analytics allow marketers to connect the dots and follow the customer through the funnel in order to make smarter decisions about ad spending.
Why use a BI tool? Because big data is everywhere. Whether they realize it or not, every department including, sales, marketing and customer support is collecting data on a daily basis. VoiceBase helps businesses gain a better understanding of their customer’s wants, needs, and concerns by automatically transcribing, analyzing and predicting events within customer data using AI-powered speech analytics.
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%!
How many calls do you wager go in and out of your call center every day? As an enterprise organization, hopefully your answer to that question is less of a guess and more of an exact science. No matter your specific vertical, maintaining an intimate understanding of every voice interaction between customers and agents is integral for call centers to maximize revenue, retention rates, and customer security.
Speech Analytics for Sales Optimization - How Proactive Dealer Solutions utilized VoiceBase to extract key metrics from all inbound calls.
Last week the VoiceBase team traveled from San Francisco, CA to Orlando, FL for one of the largest collaboration conferences in the U.S., Enterprise Connect! We were an exhibitor for the fourth year in a row and we were thrilled to have such a large presence this year on the show floor surrounded by our partners.
Next week VoiceBase will be exhibiting at Enterprise Connect 2019. This is the leading conference and exhibition focused on enterprise communications and collaborations. Join us in Orlando and attend the only event in the U.S. where ALL of the leading communications and collaboration equipment, software and service providers are exhibiting!
Topics: speech analytics
“In English, please.”
How many times have you heard that line used in television or film and rolled your eyes? Maybe the starship’s engineer is describing engines or the crime scene investigator is explaining how fingerprints work. So, they have to simplify what they’re saying to get their point across.
Topics: speech analytics
For many companies, the importance of maintaining a quality assurance (QA) department can often fall by the wayside. Even worse, some organizations might not have an operating quality assurance department at all! But monitoring the quality of your product or service is an absolute necessity, and foregoing it creates liability, drives up costs, and ultimately degrades your public image and customer satisfaction.
Every day, the world creates 2.5 quintillion bytes of data. That is a staggering number that the human mind can’t even begin to fathom. And if we can’t picture that figure in our heads, how can we be expected to make sense of it all on our own to make informed business decisions?