VoiceBase Helps Avantive Solutions Build Stronger Brands and Improve Customer Experience by Better Understanding Customer and Agent Behavior

By Globe Newswire On May 12, 2020

Advanced speech analytics platform powers top agent modeling for work-at-home agents to increase campaign performance and revenue

VoiceBase, the leading AI-driven voice analytics company, today announced that it has partnered with Avantive Solutions’ global contact center business, to help their clients automatically identify overall agent performance to increase the effectiveness of sales and retention campaigns while providing the best customer experience.

“Being able to pinpoint the exact timing and specific verbiage used in successful conversations provides us with the data needed to help our team of agents be more productive,” said Frank Pettinato, CEO of Avantive Solutions. “VoiceBase demonstrated how we are able to score 100% of our agents’ calls to effectively coach and monitor them – especially during these times where every dollar counts,” said Pettinato.

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With the VoiceBase Enterprise Accelerator, Avantive Solutions deployed voice analytics using VoiceBase Query Language (VBQL) for custom call categories to extract granular insights that are automatically visualized in Avantive Solutions’ Business Intelligence (BI) tool. The embedded VoiceBase player equips Avantive with the ability to drill down into every call to quickly validate actionable insights, within the same user interface.

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“At a time when it is more important than ever to listen to customers’ concerns or challenges, we are particularly pleased that Avantive saw the value in having 100% of the calls from their Telecom customers processed and analyzed by VoiceBase,” said Jay Blazensky, Co-founder and Chief Revenue Officer at VoiceBase.

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