Speech Technology Magazine

 

VoiceBase Teams up with Genband to Offer Embedded Solutions with On-Demand Speech Analytics

Automatic transcription, keyword detection, and call scoring power a new breed of voice applications.
By Leonard Klie - Posted May 18, 2015
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VoiceBase, a provider of cloud-based voice transcription, search, and discovery solutions, today announced a partnership with Genband, a developer of real-time communications software solutions. The new alliance allows VoiceBase to extend its platform for extracting actionable intelligence from spoken information to users of Genband's Kandy communications platform-as-a-service (PaaS).

VoiceBase powers its platform with voice transcription from which relevant keywords and phrases can be surfaced. Using machine learning, VoiceBase can automatically score or classify calls to specifically identify hot leads, agent performance, customer satisfaction, and more.

"We recognize the high-value predictive analytics Kandy users can enable through the integration of VoiceBase," said Paul Pluschkell, executive vice president of strategy and cloud services at Genband and founder of Kandy, in a statement. "Our combined solution represents a strong complement to traditional Web analytics, creating more effective and automated digital marketing campaigns, as an example."

Jay Blazensky, co-founder and head of business development at VoiceBase, says the solution is "exciting" and "unique" because the insights derived from call recordings, when attached to automated processes, help businesses make better decisions.

"We offer a cloud-based platform that allows you to have your audio and video conferences recorded and transcribed and then run analytics on it," he explains. "You can take a three- or four-hour conference and automatically receive back in just a few minutes a complete transcript, automatically extract the keywords, and perform a full search with timeline indexing."

Blazensky says the application goes beyond basic speech analytics. "You can extract intelligence out of calls to make better business decisions," he says.

Once the insights are extracted, VoiceBase also allows users to attach them to their big data records. "Voice is becoming the new channel into the data repository," Blazensky says.

Every month VoiceBase processes millions of recordings that allow users to search from the Web or their mobile device into the timeline of a recording, and play the precise parts of a conference call or webinar, educational lecture, podcast or video interview for example. VoiceBase customers include contact centers, conferencing service providers, video and education platforms, telecom providers and Fortune 500 companies.

VoiceBase previously partnered with FreeConferenceCalls.com, Ytel, Twilio, Invoca, and Tata Communications.

"We have a lot of momentum right now," Blazensky says.

And VoiceBase plans to take that momentum to many more call centers, which, according to Blazensky, are still not using call analytics. "Only about 4 percent or 5 percent of call centers are analyzing calls, he says.

"The use case is about scoring more than just calls," he says. "For call centers, the service can spot keywords and help you develop intelligence based on them."


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