VoiceBase, a provider of speech analytics for the cloud and a member of the Amazon Web Services (AWS) Partner Network (APN), announced an integration for Amazon Connect customers. The VoiceBase integration is designed to ingest call recordings from Amazon Connect, transcribe and analyze the content and publish the results on AWS.
This integration makes it easy for Amazon Connect users to surface valuable insights from calls and make better decisions using data from their contact center. VoiceBase was one of the initial APN Partners to support Amazon Connect to deliver advanced speech analytics to a growing cloud contact center customer base.
The VoiceBase API provides a powerful suite of features that starts with machine transcription and includes keyword and phrase spotting, PCI redaction, instant custom vocabulary and predictive insights. Predictive Insights was a product born from years of data science research and the idea of combining artificial intelligence and spoken information to detect complex events and future customer behavior in sales and service calls. With this integration, these services power many sought after enterprise use cases such as agent quality monitoring, auto call scoring, compliance, and sales optimization.
“We are excited to expand our collaboration with AWS and their customers to offer customized speech analytics and predictive analytics services,” said Walter Bachtiger, Founder and CEO of VoiceBase. “AWS provides the ideal framework for VoiceBase to layer on its speech analytics API and unlock valuable insights for the enterprise.”