Use cases and resources
Popular uses cases of VoiceBase and Vonage include compliance, marketing campaign tracking, agent quality monitoring and PCI Detection and Redaction.
- Compliance: Where you would want to identify if agents ARE reading disclaimers and ARE NOT making illegal statements or promises.
- Marketing Campaign Tracking: Are ad campaigns driving the kind of calls you want? Correlating the 'lead score' to the spend of a campaign.
- Agent Quality Monitoring: Are agents making a proper introduction, asking probing questions, showing empathy, using profanity signing off properly, explaining the value prop, offering the upsell special?
- PCI Detection and Redaction: Automatically identify if calls have PCI (credit card data), time-stamp where in the call the data exists, redact the data from both the audio and the transcript.