welcome [tc18.tableau.com] · call center analytics marketing & sales analytics tableau voice...
TRANSCRIPT
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Welcome
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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.
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Agenda
• Today’s Siloed Enterprise
• Unlocking the “True” Voice of the Customer
• VoiceBase Speech Analytics Platform
• Live Demo
• Q&A Session
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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
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Today’s Siloed Enterprise Landscape
Data Lake
Call Center
NICE / VerintAvaya / Cisco
Call Center Analytics
Marketing & Sales Analytics
Tableau
Voice of the Customer
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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
![Page 9: Welcome [tc18.tableau.com] · Call Center Analytics Marketing & Sales Analytics Tableau Voice of the Customer Call Recordings. VoiceBase Speech Analytics Example I like data and analytics](https://reader033.vdocuments.site/reader033/viewer/2022042007/5e70918de44f3165181c2dbd/html5/thumbnails/9.jpg)
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
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VoiceBase Open Architecture
Sales, Service & Marketing Calls
Platform
Data Lake
Tableau
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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
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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
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Live Demo
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Voice of the Customer Dashboard Starters
Brand Health
Competitive Insights
VoiceBase Player
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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
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VoiceBase Public Gallery
Visit our public gallery for new speech analytics dashboard starters!
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Questions?
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Please complete the
session survey from the
Session Details screen
in your TC18 app
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Thank you!
#TC18
Jay Blazensky
Co-Founder
Mark Langsfeld
VP, Analytics Products
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