VoiceBase and ThoughtSpot Partner to Offer the Enterprise Searchable and AI-Driven Voice Analytics

By AIT News Desk On Jul 24, 2020

Advanced Voice Analytics Platform Equips Frontline Workers for Success by Joining Forces with an Analytics Platform to Create Instant Insights for All

VoiceBase, the leading AI-Powered Voice Analytics company, announced a strategic partnership with ThoughtSpot, the leading Search & AI-Driven Analytics platform, to revolutionize how enterprises gain faster insights from their voice data through innovative search capabilities.

Voice Analytics has been empowering frontline workers in contact centers and organizations for years, but 86% of businesses report that they need better technology-enabled insights to really gain value from their data. The value of these analytics can be transformational for enterprises. In fact, “By 2025, AI for video, audio, vibration, text, emotion and other content analytics will trigger major innovations and transformations in 75% of Fortune 500 global enterprises” according to Gartner’s Top 10 Trends in Data and Analytics, 2020 report.

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By partnering with ThoughtSpot, VoiceBase customers can equip their business users to find powerful, contextual insights in their voice, text, and other contact center data. The simple search interface has made it possible for businesses to get actionable, granular insights from their voice data on their own, without requiring days of training or relying on technical experts. Together, VoiceBase and ThoughtSpot have made it easier to search voice data, personalize and share these insights, and use them to drive action that results in business value.

“In our work with some of the largest enterprises in the world, it’s clear that there’s huge value in understanding their customers using new means. With the combination of voice data and search analytics, companies can differentiate their customer experiences and power their business like never before” said Ranjan Sinha, President of Axis Group. “By taking advantage of the new partnership with VoiceBase and ThoughtSpot and shaping it to suit our clients’ needs, we’re helping them make every conversation and interaction with their customers count.”

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With ThoughtSpot’s search and AI-driven analytics platform and VoiceBase’s Enterprise Accelerator, customers will be able to deploy a solution that is secure, scalable, and transformational. Businesses can now tap into the full power of their voice data to gain knowledge across all of their call recordings like never before.

The partnership includes building integrated solutions for critical use cases across the entire enterprise, such as:

Improved Telesales. Complete visibility of telesales performance to help better track sales productivity, pipeline and bookings contribution and understanding customer sentiment in all sales calls.
Exceptional Support. Support of businesses to define the quality of their calls by extracting overtalk incidents and ratios, median and longest talk streaks, start and end times of sentiment analysis and buying patterns.

ThoughtSpot’s platform empowers business users to answer their own data questions through simple interfaces they are familiar with from their personal lives, while using AI to automatically deliver personalized insights to questions they care about, but didn’t know to ask. “As the workforce becomes increasingly distributed and remote, it’s more critical than ever for organizations to bring the power of their voice data to business users and decision-makers,” said Cindi Howson, Chief Data Strategy Officer, at ThoughtSpot. “By partnering with VoiceBase, we’re helping enterprises unearth powerful insights from their own customer conversations to shape delightful customer experiences and drive growth.”

“Today’s data-driven organizations have become dependent on visualizing all of their data in a variety of ways to discover the underlying answers they need to better manage their business,” said Jay Blazensky, CRO and Co-Founder at VoiceBase. VoiceBase and ThoughtSpot will drive an accelerated time-to-value solution for their joint customers by offering them an end-to-end solution to better define and boost overall business results across the entire enterprise. “ThoughtSpot is a perfect environment for enterprises committed to improving customer experience, to fully understand what customers are telling them and what it means,” said Blazensky.