San Francisco, CA, USA, May 12, 2020 (GLOBE NEWSWIRE) — VoiceBase, the leading AI-driven voice analytics company, today announced that it has partnered with Avantive Solutions’ global contact center business, to help their clients automatically identify overall agent performance to increase the effectiveness of sales and retention campaigns while providing the best customer experience.
“Being able to pinpoint the exact timing and specific verbiage used in successful conversations provides us with the data needed to help our team of agents be more productive,” said Frank Pettinato, CEO of Avantive Solutions. “VoiceBase demonstrated how we are able to score 100% of our agents’ calls to effectively coach and monitor them – especially during these times where every dollar counts,” said Pettinato.
With the VoiceBase Enterprise Accelerator, Avantive Solutions deployed voice analytics using VoiceBase Query Language (VBQL) for custom call categories to extract granular insights that are automatically visualized in Avantive Solutions’ Business Intelligence (BI) tool. The embedded VoiceBase player equips Avantive with the ability to drill down into every call to quickly validate actionable insights, within the same user interface.
“At a time when it is more important than ever to listen to customers’ concerns or challenges, we are particularly pleased that Avantive saw the value in having 100% of the calls from their Telecom customers processed and analyzed by VoiceBase,” said Jay Blazensky, Co-founder and Chief Revenue Officer at VoiceBase.
Update: VoiceBase was acquired by LivePerson in 2021. VoiceBase’s speech recognition and voice analytics technology was integrated into LivePerson’s conversational cloud and AI platform, and its products transitioned to LivePerson branding.
Frequently Asked Questions
What are voice analytics?
Voice analytics uses artificial intelligence (AI), speech recognition, and natural language processing to analyze customer conversations. These tools can help organizations identify trends, understand customer needs, improve quality assurance processes, and uncover opportunities for better customer experiences.
How can AI improve contact center operations?
AI-powered contact center technologies can help organizations analyze large volumes of customer interactions, identify coaching opportunities, improve agent performance, and provide deeper insights into customer behavior.
What are the benefits of contact center analytics?
Contact center analytics can help businesses make data-driven decisions by providing visibility into customer conversations, operational trends, and performance metrics. These insights can support quality management, customer satisfaction initiatives, and continuous improvement.
How does Avantive Solutions use technology to support customer experience?
Avantive Solutions combines experienced contact center professionals with technology-driven solutions to help organizations improve customer engagement, optimize operations, and deliver better customer experiences.
