Voci and TopBox have teamed up to provide voice-based root cause analysis of contact center interactions.
Voci Technologies, a provider of speech-to-text transcription and speech analytics, is partnering with TopBox, a cloud-based provider of interaction analytics for the contact center. Voci's V-Spark Voice Analytics engine will be integrated into TopBox's analytics software for a comprehensive view of customer interactions.
With the addition of V-Spark, TopBox's solution now provides a range of acoustic-based metadata, like speaker emotion and gender identification, in addition to Voci's voice transcriptions. The Voci-TopBox partnership enables companies to view transcripts alongside the rest of their data for a deeper understanding of root cause and global insights into agent performance, customer experience, sales effectiveness, and marketing intelligence.
"Voci has been fantastic to work with," said Jeff Yentis, president of TopBox, in a statement. "We evaluated several other vendors to see which one had the most accurate transcripts and the most robust technology. Voci had far and away the highest accuracy and the easiest integration. You can't generate high-quality insights without high-quality speech data, and Voci provides exactly that."
"TopBox has an attractive analytics platform for root cause analysis. The addition of Voci's voice transcription capabilities to that platform will accelerate the adoption of this disruptive capability across the contact analytics market," said Voci CEO Anthony Gadient, in a statement. "We're excited to work with a company that's on the leading edge of technology like TopBox and look forward to a long and successful relationship."