Powerful Call Center Metrics at your fingertips
Revolutionize Your Contact Center’s Performance
Start uncovering valuable business opportunities with LiveVox’s Business Intelligence & Performance Analytics solution U-BI
LiveVox Business Intelligence (U-BI) Benefits:
- Understand compliance, customer experience, and agent performance at every level
- Access same-day visualized data, comprehensive data, and call center statistics
- Customize reports to surface what’s most important to your business
- Gain a unified omnichannel view of your contact center’s performance
- Measure and review agent productivity metrics, customer satisfaction scores, average call handling times, all in one platform
LiveVox U-BI (Business Intelligence) for Call Center Metrics
LiveVox’s customer engagement platform includes an integrated business intelligence (BI) solution that can directly incorporate all interactions impacting campaign and agent performance. From comprehensive scorecards to multichannel analytics, LiveVox’s BI solution is embedded into LiveVox’s customer engagement platform – enabling 360-degree views of call center analytics.
Our U-BI tool allows you to overlay data from every channel, every agent, and every interaction giving you a full view of your operation across performance, compliance, business outcomes, and more. You gain immediate access to 150+ out-of-the-box reports that are tailored to the needs of a modern contact center. Custom reports can be created easily, via a user-friendly drag and drop interface, so you can easily view the call center performance metrics that you need.
LiveVox U-BI vs. Other Platforms
Comprehensive Call Center Dashboard
Unlike other solutions, LiveVox’s call center dashboard is purpose-built for contact centers, meaning that our 150+ out-of-the-box reports are tailored specifically to focus on KPIs, with the ability to quickly create and customize reports using an intuitive drag-and-drop interface.
Unified Omnichannel Analytics
Other platforms may require you to purchase, integrate, and manage separate applications for voice, email, SMS, or webchat, resulting in disparate performance reports and customer interaction history that you must manually stitch together. LiveVox, on the other hand, delivers comprehensive omnichannel reporting in one simplified platform.
Affordable Data Management
Other contact center platforms may not offer solutions for data management, storage, and ETL (Extract, Transform, Load), requiring you to hire data analysis and management experts to provide ongoing technical support and maintenance. LiveVox manages all of these functions for you, saving you significant operational costs.
A Look At LiveVox U-BI
- Gain easy and instant access to call center reporting metrics and insights across business outcomes, staffing, quality, and compliance.
- Get a full, in-color picture of your contact center’s performance from top to bottom.
- Implement new strategies and make the fast, smart decisions that will move your bottom line.
Our customers use LiveVox’s easy-to-use contact center platform to deliver exceptional agent and customer experiences while reducing compliance risk.
“Nobody touches our members or impacts the profitability of my organization more than LiveVox. It’s low cost, highly effective, easy to use, and lets me focus on teaching my staff how to run the business. So many of our members are world travelers, and now we can reach them wherever they are.”
—Anthony Warden | VP of Contact Center, Texas Dow Credit Union
“Prior to LiveVox, we were using several different applications across voice, email, and SMS. With LiveVox, all of our channels are on a single platform, providing our agents with the insight they needed to immediately identify and service the customer, regardless of the channel.”
—Tom Nusspickel | COO, American First Finance
“LiveVox was key in helping us to adapt not only by making the shift to work from home easy, but also the incorporation of new channels. Their ability to provide flexibility for us as a business allows us to pass that on to how we service patients.”
—Nathan Allen | Senior Vice President — Eligibility Practice Team Leader, MedAssist
Learn why leading contact centers chose LiveVox for their Omnichannel, CRM, AI, and Workforce Engagement Management solutions.
Frictionless Agent & Customer Experiences
Easily improve customer service and shift customer engagement between voice and digital channels while unifying all interaction history, customer profile information, and controls into a tailored agent desktop that improves effectiveness and speed.
One Unified Platform
All LiveVox contact center operations are accessed via a single, secure cloud-based platform, allowing for a seamless experience for agents, supervisors, and decision-makers.
Supplement rather than replace your existing systems of record and CRMs using our simplified API approach, so agents get up and running quickly.
Reduced Total Cost of Ownership
Drive performance and stay on top of security requirements with a TCO model that also avoids unnecessary technology, minimizes the need for costly professional services, and offloads security costs.
A Partnership You Can Trust
LiveVox contact center solutions will support your unique business goals with a continuously evolving platform, in-depth training, dedicated account managers, our Customer Care Team, and Business Consulting sessions.