LiveVox Speech Analytics Bundle
Transform CX, Quality Management, and Compliance
Understand the call drivers and sentiment of every conversation while automatically monitoring and scoring 100% of customer interactions to improve agent performance, identify risk, and scale best practices. And do this all with an easy-to-use tool that doesn’t require in-house technical expertise.
Capabilities included in the Bundle:
- Automated Scorecards
- Manual Scorecards
- Advanced Search capabilities
- Sentiment Analysis
- Reporting and Analytics
- Call Driver / Dispositioning reports
- Script Adherence Reports
- Custom AI-triggered notifications
- Advanced coaching and training functionality
- Omnichannel Analysis
- Call Review capabilities
- Easy to use by anyone
Request a Demo of LiveVox’s Speech Analytics Solution.
Understand customer experience at a level of detail and scale you didn’t think possible via a powerful yet simple reporting tool
Automatically Score 100% of Interactions
Drive ROI
Increase quality management efficiency using intelligent, targeted, data-driven coaching strategies.
Easy to Set Up
Get up and running in just days with a system that is refreshingly simple to implement and utilize.
What Is Speech Analytics?
Speech analytics automates the process of extracting the data and insights that lie buried within customer conversations to surface actionable intelligence. Modern speech analytics leverages AI technology, including automatic speech recognition, Natural Language Processing (NLP), and Machine Learning (ML), to collect, process, and analyze the voice data present in 100% of customer calls.
Speech analytics identifies and analyzes specific keywords and phrases spoken by customers to help contact center managers understand the underlying reasons or intents for the call. The software also recognizes vocal qualities such as tone, pitch, and tempo to measure customer and agent sentiment, which can reveal patterns and trends impacting customer satisfaction, as well as opportunities for agent coaching and training.
Speech analytics is not just for transcribing and analyzing call recordings. Best-in-class solutions like LiveVox’s SpeechIQ provide contact centers with omnichannel analytics capabilities by integrating voice, email, SMS, and chat interactions, allowing a 360-degree view of the customer experience.
By quickly and easily unlocking the voice of the customer buried within call and text conversations, speech analytics is transforming the contact center into a vital source of rich data insights and customer intelligence to inform decision-making across the enterprise.
Overall Benefits of Speech Analytics
An AI-powered speech analytics solution delivers the value of quick access to customer insight that can improve performance in every part of the organization. The following are a few of the top benefits for businesses:
Identify Inefficiencies
One of the fastest paths to ROI for speech analytics technology is to uncover and eliminate the hidden inefficiencies that impact agent and operational performance.
Find the Root Causes of Customer Dissatisfaction
Tracking and understanding patterns in customer intent can reveal the underlying reasons for repeat calls and complaints. Contact centers can use this data to resolve issues before they impact the customer experience.
Improve the Quality Management Process
Giving supervisors access to 100% of the interactions taking place provides them with comprehensive data to assess agent performance. Since speech analytics automates the heavy-lifting associated with processing and analysis, supervisors have more time to provide targeted, one-on-one coaching for their agents. And agent buy-in and engagement is higher when they can review interactions to see where things went wrong and where they can improve.
Find the Conversations That Matter
The best speech analytics tools provide advanced search and filter capabilities that allow supervisors to search for keywords, sentiment, and metadata for a contextual view of call drivers.
Deliver Near-Real-Time Alerts for Risky Behavior
Whether an interaction with a customer is going badly and requires immediate escalation or an agent fails to adhere to compliance requirements, speech analytics tools can identify high-risk incidents and trigger an email or text notification that will automatically be distributed to managers and appropriate internal parties.
Easily Manage Compliance
In addition to detecting and flagging compliance risks, such as when agents divert from the script, speech analytics captures and records consent to comply with consumer protection and debt collection regulations.
Understand Customer and Agent Sentiment
Speech analytics analyzes and scores every interaction for the emotional tone expressed to determine whether the customer’s and agent’s attitude is positive, neutral, or negative. Customer sentiment analysis can reveal customers’ feelings about the service experience, agent performance, products, services, or the overall brand, while agent sentiment can help supervisors pinpoint coaching opportunities.
Uncover Opportunities
Speech analytics can reveal the opportunities that exist across the enterprise. For example, sales and service agents can discover hidden needs for upselling or cross-selling to customers. Underlying customer intents may reveal patterns that indicate opportunities to automate transactions. Interaction analytics also can identify which competitors’ products and services customers are talking about, what they’re saying, and how they feel about them.
Share Customer Intelligence for Informed Decision-Making
AI-powered speech analytics technology makes proactive strategies possible. Contact centers hold the key to unlocking meaningful voice of the customer insights that can be shared with marketing, sales, R&D, billing, and other functions for fast, informed decision-making across the organization.
“SpeechIQ® allows us to approach our quality assurance in a very targeted fashion and on a broad scale. We have improved efficiency metrics on multiple inbound programs by utilizing SpeechIQ® insights to help identity what drives hold time and talk time.”
—Jamie Bell | VP Client Solutions, The Office Gurus
Is Speech Analytics the Right Bundle For You?
- Are you trying to improve customer experience and agent experience but lack the detailed, comprehensive insight needed to do so?
- Do you want to eliminate slow, manual quality management processes and free up supervisor time to directly coach distributed agents and teams?
- Do you need to incorporate data from third-party applications?
- Do you want to get smart about how you use analytics and data to drive agent performance and operational efficiency?
- Do you need to improve your reporting and analytics capabilities without hiring an army of technology and data experts?
- Do you need to reduce manager FTE headcount while maintaining quality management standards?
Solution Brief
In-Depth Look At LiveVox’s Speech Analytics Bundle
Get a deeper look at all of the benefits and features of LiveVox’s Speech Analytics Bundle by reading this brief.
Explore LiveVox’s Other Solutions
Check out the bundles below to find the best match for your organization.
I want to add AI Virtual Agents with omnichannel capabilities.
I want to improve my inbound customer service.
I want to run omnichannel campaigns & mitigate risk.
I want to have two-way digital conversations.
Why LiveVox?
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.
Comprehensive Risk Mitigation
LiveVox simplifies risk management with embedded compliance controls spanning CTIA, CAN-SPAM, CFPB, PCI, and other compliance-related considerations.
Easy Integration
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.
Certifications
LiveVox is proud to be both PCI and SOC 2 Compliant.
