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

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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

jay@voicebase.com

Mark Langsfeld

VP, Analytics Products

mark@voicebase.com