Ytel Taps VoiceBase for Contact Center Speech Analytics Solution



VoiceBase, an API-based on demand speech analytics company, announced that Ytel, a provider of cloud contact center software that processes over 30 million interactions per day, has added VoiceBases high-accuracy transcription and predictive call scoring services to its X5 cloud contactc center solution. This is scheduled to launch in Ytels’ X5 June 2015 feature release.

"Extracting business intelligence from inbound service calls and outbound sales calls has up until now only been available to very large contact centers,” said Ytel founder and CEO, Nick Newsom, in a statement. “We are now able to extend powerful, yet affordable, speech analytics to all of our customers.”

With the click of a button, small and medium businesses can now gain access to actionable insights from their calls such as keyword correlation to sales opportunities, potential cancellations, competitive mentions and trend detection.

“Contact centers receive an enormous volume of calls every day and VoiceBases mission is to help them access specific information and intelligence from all their calls,” said Walter Bachtiger, founder and CEO, VoiceBase, in a statement. “We help Ytels’ customers make better business decisions by quickly identifying important calls that need an immediate response to identifying contact center reps that need more training based on what was said in a call.”