Real-Time Agent Guidance / Next Best Action (NBA) Recommendation

How to Improve Your Quality Process with Speech Analytics. What is Real-Time Agent Guidance?

Real-time agent guidance with next best action recommendation records and transcribes calls in real time, providing suggestions to agents based on the content of the conversation and triggering alerts based on keywords and sentiment picked up during the call.

LiveVox provides real-time agent guidance capabilities today through a partnership with SuccessKPI (SKPI). LiveVox’s native real-time guidance capability is roadmapped for our next release (estimated Q1 2023).

The solution can:

  • Transcribe calls handled by agents in real-time
  • Provide real-time coaching with guidance scripts and FAQs / knowledge base content based on real-time conversations
  • Trigger real-time alerts to agents / supervisors based on call contents and/or historical data
  • Track customer sentiment and call cadence to trigger alerts / suggestions to agents or supervisors
  • The solution centers ease of use for the agent, presenting information in a non-intrusive and easy-to-understand way.

More Real-Time Agent Guidance information and resources for call and contact centers

Speech Analytics with Automated Quality Management | LiveVox

Improve CX and ROI. Monitor first-contact resolution across 100% of voice, email, SMS, and chat conversations, and leverage interaction analytics to identify the underlying reasons for repeat contacts.

What’s a Call Center Dashboard? How to Use One (+ Examples) (livevox.com)

Realizing the power of data. Set your call center up for success by making data readily available for agents, managers, and executives. LiveVox provides call centers with the data they need through Wallboards, a highly-customizable call center dashboard. Users can monitor agents in real-time, create charts with unique metrics, and even issue critical alerts. Leverage the LiveVox Wallboard capabilities to stay 10 steps ahead, ensuring that customers and agents always experience a smooth journey.

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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.