Are you struggling to improve your customers’ experience, because you don’t have a good understanding of their sentiment?
We know why! Currently, 98% of contact center interactions occur unmonitored or unreviewed. No wonder you don’t know how your customers are feeling about their experiences.
Our LiveVox Sentiment Analytics software called SpeechIQ® will change that.
- 100% of your calls and digital interactions will be reviewed, analyzed and stored
- All calls and interactions will be scored objectively with industry-leading, compliant, AI speech processing for thorough and scalable analysis
- Conversations will be easily searched and retrieved for on the fly or more thorough improvement opportunities
- Automated processes will help lead you to the most important conversations quickly, so you can spend more time coaching and growing your agents
Reveal the customer experience
Discover the experience that customers are having when they interact with your call center. You can do so, with our Advanced AI, which analyzes every interaction that takes place and quickly alerts on bad experiences, so sentiment analysis is easy.
Recognize your team’s performance
It’s impossible to listen in on every call. And, trying to becomes even more challenging when you are managing a remote workforce. SpeechIQ listens for you; giving you insight into the quality of experience that your team is delivering.
Analyze sentiment in context
Understand how call sentiment is affecting business outcomes with SpeechIQ’s reporting tools. The reporting tools, overlay customer sentiment scores with keyword information, call outcomes, and any other relevant call metadata, so you can analyze sentiment from every angle.
Still Not Convinced? Here Are More Details On Sentiment Analysis Applications.
You can search by customer or agent sentiment
Understand both sides of the conversation with the ability to search separately on agent and customer sentiment. And then, use that information to quickly uncover and address incidents of bad customer experiences.
Furthermore, you can incorporate these findings into agent scripts to help standardize and create better customer conversations.
You can identify and scale best practices
LiveVox’s Speech Analytics tool highlights examples of outstanding agent performance. Additionally, it helps you to use those examples as training and coaching resources for your wider team.
You can get the big picture
It is incredibly challenging to gain a holistic understanding of overall performance, call conduct, and agent morale. This challenge only increases when remote working is a factor. With SpeechIQ’s reporting tools and sentiment analytics, you can understand and address broader experience trends in your business.
Additionally, this information can be married with other factors impacting contact center performance when using LiveVox’s Business Intelligence and Performance Analytics solution.
A View of SpeechIQ®
LiveVox’s Robust Solution for Intelligent Customer Relationships
Learn why leading contact centers chose LiveVox as their call center for Omnichannel, CRM, AI, and Workforce Optimization 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.