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Glossary

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

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

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  • Improve customer loyalty and satisfaction
  • Attract and retain the best agents
  • Get immediate KPI and bottom line gains
  • Automate and maximize performance

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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.

LiveVox Helps You

Change The Game For Your Contact Center

  • Improve customer loyalty and satisfaction
  • Attract and retain the best agents
  • Get immediate KPI and bottom line gains
  • Automate and maximize performance

Learn About Upgrading

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About LiveVox

LiveVox (Nasdaq: LVOX) is a proven cloud CCaaS platform that helps business leaders redefine customer engagement and transform their contact center’s performance. Decision-makers use LiveVox to improve customer experience, boost agent productivity, empower their managers, and enhance their system orchestration capabilities. Everything needed to deliver game-changing results can be seamlessly integrated and configured to maximize your success: Omnichannel Communications, AI, a Contact Center CRM, and Workforce Engagement Management tools.

For more than 20 years, clients of all sizes and industries have trusted LiveVox’s scalable and reliable cloud platform to power billions of omnichannel interactions every year. LiveVox is headquartered in San Francisco, with international offices in Medellin, Colombia and Bangalore, India.

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

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