Phone Analytics

Descriptive Analytics vs. Predictive Analytics: What’s the Difference? What is phone analytics?

Phone analytics consist of data gathered from agent and customer interactions over the phone. Call centers leverage this information to gain insight into agents’ performance as well as the call center as a whole. Phone analytics provide insight into the efficacy of call center workflows. They also reveal information about customer intent, call drivers, and perspectives. This data is analyzed through call center business intelligence software. This type of software can generate reports that outline a number of different data that can help drive business decisions, maximize efficiency, increase customer satisfaction, and ensure a positive work environment for agents. Quality management tasks are supported by phone analytics. For example, an analytic report about an agent’s performance one month can highlight and compare their numbers against their team and all agents in the call center. If leadership notices an agent struggling with their performance, they can quickly provide that agent with the resources they need to improve.

Phone analytics also act as a valuable resource to help call center leadership better anticipate customer needs. When combined with speech analytics, phone analytics can provide leadership valuable customer sentiment data. Advanced technology allows speech analytics to transcribe what customers are saying and from that information, indicate how a customer feels. Agent team leads can leverage this information and find out how customers may feel about a new product or offering. Phone analytics combined with AI speech tools can also highlight keywords to identify trending call drivers. Agents can be better prepared to deliver quality service by using that insight to their advantage.

More Phone Analytics Resources for Call and Contact Centers

Unified Customer & Contact Center Analytics | LiveVox

Fast access to omnichannel insights for data-driven decision-making. Get a 360-degree view of your business that goes beyond standard contact center analytics, giving you the ability to overlay omnichannel, customer, agent, business outcome, and operational data. Access more than 150 reports out of the box, designed for the needs of a modern contact center.

10 Best Practices for Speech Analytics in Call Centers (livevox.com)

With only around 11% of businesses currently using speech analytics capabilities, a large percentage of businesses have not taken the opportunity to implement a technology that can play an important role in optimizing contact center and sales operations.

For those that have already implemented speech analytics, or for those considering it, here are 10 best practices to help you get the most out of the technology.

How to Analyze Call Center Data – LiveVox

Text analytics. Using text analytics you can gather data from conversations that happen over live chat, email, or text message. While this type of data gathering does not allow you to gauge customer emotion very well, it still provides data about conversation type, resolution time, and demographic data.

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About LiveVox

LiveVox (Nasdaq: LVOX) is a next generation contact center platform that powers more than 14 billion omnichannel interactions a year. By seamlessly unifying blended omnichannel communications, CRM, AI, and WEM capabilities, the Company’s technology delivers exceptional agent and customer experiences, while helping to mitigate compliance risk. With more than 20 years of cloud experience and expertise, LiveVox’s CCaaS 2.0 platform is at the forefront of cloud contact center innovation. The Company is headquartered in San Francisco, with international offices in Medellin, Colombia and Bangalore, India.

To stay up to date with everything LiveVox, follow us at @LiveVox, visit www.livevox.com or call one of our specialists at (844) 207-6663.