Ytel Adds VoiceBase Speech Analytics to Its Cloud Contact Center Solution

Ytel, a provider of cloud contact center software that processes more than 30 million interactions per day, has added VoiceBase's speech analytics to enable transcription and predictive call scoring services to its X5 Cloud Contact Center solution. The new release is slated for June.

With the click of a button, small and midsized 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. 

"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's founder and CEO, Nick Newsom, in a statement. "We are now able to extend powerful, yet affordable, speech analytics to all of our customers.”

"Contact centers receive an enormous volume of calls every day, and VoiceBase's mission is to help them access specific information and intelligence from all their calls," said Walter Bachtiger, founder and CEO of VoiceBase, in a statement. "We help Ytel's 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."