BPA Featured Article

In the contact center, hundreds if not thousands of interactions occur every day. People calling, messaging, emailing, tweeting, etc. seeking to compliment, complain or comment every day of the year. A growing trend for some time is the use of analytics to analyze these insights to deliver actionable insight, and boost operations.

This week, CaaS provider Voxbone (News - Alert) unveiled a new partnership with Gridspace to integrate the Gridspace AI capability into the Voxbone platform as a nice expansion to Voxbone.ai, its voice analytics service.

"Our collaboration with Voxbone will open up a world of opportunities for businesses looking to turn daily conversations into more valuable data," said Evan MacMillan, Founder & CEO of Gridspace. "Using APIs from both of our companies will allow customers to automate recording, analyze conversations and optimize interactions within contact centers, on conference calls and across many other conversations."

Now, customers gain the ability to automatically record conversations with real-time analytics and transcription, offering the opportunity to spot missed opportunities to close a sale, improve customer service or uncover trends in performance to propel best practice in the contact center.

"AI is quickly becoming a vital part of business communication processes," said Itay Rosenfeld, CEO of Voxbone. "The partnership with Gridspace came as a direct result of our desire to enable and further simplify communications for our customers. Through this expanded offering, our users can now extract data from voice conversations and tap into quantitative insights from interactions that may have otherwise gone undocumented."

The Gridspace integration is one of a number of new partnerships Voxbone picked up in recent weeks, and Gridspace joins Google (News - Alert) Talk, CallMiner and VoiceBase as external analytics processing partners.

There is far too much data in customer interactions to ignore. Our data-driven business world requires firms to know and not guess, as companies cannot afford to throw ideas against the wall and hope they stick. There is immeasurable value in customer data, don’t let it go to waste.

Using analytics in your contact center?