GENBAND and VoiceBase announced a partnership this week at Perspectives15 to take the call center and WebRTC to the next level, bridging the ability of WebRTC to deliver real time communications easily and cost-effectively with the power of speech analytics to delivery deeper insights into customer interactions.
Applied to the call center, WebRTC enables more intimate interactions between agents and customers through voice across any platform from PSTN to smartphone. Call centers need to be able to take those interactions and apply analytics to them, capturing vital data out of thousands of verbal interactions every hour.
VoiceBase provides a cloud-based voice transcription, search and discovery service, providing automatic transcription, keyword detection and call scoring. The partnership with GENBAND will allow VoiceBase to work with the Kandy platform-as-a-service (PaaS), enabling developers to integrate VoiceBase’s speech technology with the Kandy’s suite of real-time communications solutions. Audio, video, mobile and WebRTC calling services will all be able to tap into VoiceBase’s platform.