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Welcome
Visualizing Speech Analytics for the True Voice of the Customer
Jay Blazensky
Co-Founder
VoiceBase, Inc.
# T C 1 8
Mark Langsfeld
VP, Analytics Products
VoiceBase, Inc.
Agenda
• Today’s Siloed Enterprise
• Unlocking the “True” Voice of the Customer
• VoiceBase Speech Analytics Platform
• Live Demo
• Q&A Session
By 2020 customer experience will overtake price and product as the key brand differentiator.
A Walker Study: https://www.walkerinfo.com/knowledge-center/featured-research-reports/customers2020-1
Today’s Siloed Enterprise Landscape
Data Lake
Call Center
NICE / VerintAvaya / Cisco
Call Center Analytics
Marketing & Sales Analytics
Tableau
Voice of the Customer
VoiceBase unlocks the Voice of the Customer
Data Lake
Call Center
NICE / VerintAvaya / Cisco
Call Center Analytics
Marketing & Sales Analytics
Tableau
Voice of the Customer
Call Recordings
VoiceBase Speech Analytics Example
I like data and analytics for my business. I love Tableau
and Tableau dashboards and the customer experience.
And I freaking HATE PowerBI!!
Tableau +
Tableau Dashboards +
PowerBI --
Analytics Tools +/-
Emotion: Passionate .95
Customer Experience .78
PowerBI: Likelihood to Buy .12
Tableau: Likelihood to Buy .95
VoiceBase Open Architecture
Sales, Service & Marketing Calls
Platform
Data Lake
Tableau
VoiceBase Speech Analytics Platform
v
Call Predictions
Metrics & Categories
Redacted PCI/PII
Speech Transcriptions
AI Predictive Analytics
Model Studio
NLP
Custom Vocabulary
PCI/PII Redaction
AI Speech-to-Text
NLP
vCall Collector
API
PCI Level 1 Certified & GDPR
VoiceBase Data Feed includes:
• Sentiment
• Talk Streak
• Rate of Talking
• Overtalk
• Voice Energy
• Pitch
• Speaker Ratios
• Silence
• Voice Dynamism
• Text Transcription
• PCI/PII/SSN Redaction
• Keywords
• Keyword Relevance
• Topics & Relevance
• Custom Vocabulary
• Store Feedback
• Product Feedback
• Website Confusion
• Competitor Mentions
• Brand Mentions
• Emotions
• Dissatisfaction
• Sales Objections
• Appointment Made
• Call Driver
• Lead Quality
• Churn Prediction
• Sales Made
• Likelihood to Buy
• Auto NPS
Ind
ustr
y C
lassific
atio
ns
Me
tric
sT
ran
scrip
tio
n
Live Demo
Voice of the Customer Dashboard Starters
Brand Health
Competitive Insights
VoiceBase Player
Coming Soon!
Voice of the Customer Campaign Tracking Contact Center Analytics
1 2 3
Monitor brand sentiment, customer
journey and competitive intelligence
Track campaign effectiveness, sales
across all channels to boost ROI
Ensure compliance, improve agent
performance, agent QM
VoiceBase Public Gallery
Visit our public gallery for new speech analytics dashboard starters!
Questions?
Please complete the
session survey from the
Session Details screen
in your TC18 app
Thank you!
#TC18
Jay Blazensky
Co-Founder
Mark Langsfeld
VP, Analytics Products