LiveVox Products | Contact Center Speech Analytics
Transform CX and Agent Performance with Conversational Analytics
Get meaningful insight from every interaction with LiveVox’s award-winning SpeechIQ® with Automated Contact Center Speech Analytics and Quality Management. Empower, engage and develop your team and make informed decisions that elevate customer experiences.
Key Benefits of LiveVox SpeechIQ® with Automated Quality Management
Discover hidden customer insights
Track sentiment changes during conversations
Drive agent performance
Energize agent performance and development with targeted, data-driven eLearning and 1-2-1 coaching strategies.
![LiveVox [speech analytics with QM / laptop dashboard]](https://livevox.com/wp-content/uploads/2023/05/speech-analytics-with-QM_computer.png "speech-analytics-with-QM_computer")
Use speech analytics to easily find your most valuable conversations
Easily retrieve, distribute, and play back comprehensive call recordings that include the full desktop screen, agent information, and all relevant call metadata.
![LiveVox [scorecard / product screens]](https://livevox.com/wp-content/uploads/2022/10/scorecards-screens.png "scorecards-screens")
Automatically score 100% of interactions for improved accuracy
Easily analyze every conversation and create reports that give unprecedented insight into your customers’ motivations and pain points that can be used to improve scripts, training, self-service strategies, and more.
Quickly and accurately identify top call drivers
Identify the primary and underlying drivers for every call to understand which issues are driving repeat contacts, which ones require additional training, and where self-service can improve customer experience.
Industry Analyst Report:
LiveVox is Proud to Be a Contender in The Forrester Wave™: Contact Center As A Service, Q1 2023
“North American-based brands with small-to-midsize contact centers looking for a straightforward solution that provides quick value should consider LiveVox.”
– The Forrester WaveTM
![LiveVox [Forrester Wave™ / online report]](https://livevox.com/wp-content/uploads/2023/05/forrester-wave.jpg "forrester-wave")
![LiveVox [Sentiment Analysis / computer screen dashboard]](https://livevox.com/wp-content/uploads/2022/06/RecordEverything.png "Record Everything")
Track omnichannel sentiment at scale
The advanced AI in SpeechIQ® assigns a separate agent and customer sentiment score to every one of your contacts across all customer channels. Understand the overall mood of an interaction and then drill down into the data to identify customer pain points, coaching opportunities, and best practices.
Feel confident making faster decisions in an ever-changing market
Access advanced reports with refreshed data every two hours to understand customer intents and macro trends, identify coaching opportunities and best practices, and make fast, data-backed decisions to improve your bottom line.
![LiveVox [manager / wallboard desktop]](https://livevox.com/wp-content/uploads/2022/10/manager-viewing-wallboards.png "manager-viewing-wallboards")
Elevate agent performance with live wallboard updates
Display real-time data, omnichannel analytics, and alerts so you can make informed decisions to maximize performance and drive growth. Stay ahead of the curve with continuous monitoring and actionable metrics that will elevate your team’s success.
![LiveVox [Speech with QM / solution brief]](https://livevox.com/wp-content/uploads/2022/06/S.jpg "Speech IQ")
Solution Brief
In-depth look at LiveVox’s industry award winning SpeechIQ® with Automated Quality Management
Redefine quality management for your organization! Get a deeper look at how AI-powered analytics in SpeechIQ® can help you elevate agent engagement, improve performance, and enhance customer experience with 100% omnichannel auditing and data-driven insights.
![LiveVox [Speech with QM / brief]](https://livevox.com/wp-content/uploads/2021/12/product-brief_speech.jpg "product-brief_speech")
Product Brief
Transform your customer care and CX strategies with conversational analytics
Unlock customer insights to understand the primary and underlying reasons for every conversation across 100% of your calls, emails, SMS, and chat interactions.
![LiveVox [SIQ with QM / ROI breakdown]](https://livevox.com/wp-content/uploads/2021/12/SIQ-with-QM_ROI-breakdown.jpg "SIQ-with-QM_ROI-breakdown")
ROI Breakdown
How SpeechIQ® with Automated Quality Management delivers long-term value
Discover how our technology can help you create more sustainable savings and drive efficiency across your operation.
Brochure
Learn about LiveVox’s other WEM offerings
SpeechIQ® with Automated Quality Management is just one of many ways LiveVox helps you engage your workforce. Download the brochure to learn about LiveVox’s other WEM capabilities.
Enterprise Level SpeechIQ® Capabilities
Omnichannel Platform
Drive the highest levels of customer engagement, satisfaction, and loyalty with personalized experiences. Reduce customer effort and exceed expectations at every touchpoint of the customer journey and reach your audience at the right time and on the right channels.
Inbound Voice
Increase contact center efficiency and support effective self-service by identifying customers upon contact and collecting key information relevant for precise routing. You’ll benefit from an ACD, multi-level IVR, skills-based routing, custom call queues, and a purpose-built CRM that enables better CX.
Outbound Voice
LiveVox’s Four Clouds™ outbound dialing solution consists of four separate dialing systems, including the only TCPA-focused dialing technology with a 10-0 positive court ruling record and ability to optimize efficiencies. Four Clouds™ is also equipped with comprehensive contact attempt controls and 100% call recording.
Providing SpeechIQ® with Automated Quality Management solutions for businesses just like you
“LiveVox can be managed with relative ease. You don’t have to have a large, technology supporting team in comparison to an on-premise telephony platform. Upgrades are also much simpler and less time-intensive.”
—Matt Murphy | Director of Workforce Management and Dialing Operations, Best Egg
“Their customer service and support staff are top-notch. In our line of business, we have to be nimble enough to take on new clients and execute on projects in short fashion. LiveVox has provided us with all of the tools we need to accomplish this.”
—Edward A. | Business Analyst, Financial Services
“I can tell you without a doubt that our contact rates have improved, our sales rates have improved, and we probably wouldn’t have survived 2020 without LiveVox.”
—Senior Director of Operations, Consumer Finance
“With complete visibility and control across the customer journey….we are able to ensure we respect the customer’s channel preferences while leveraging customer behavior data to drive more pro-active and intelligent strategies across new channels. As a result we saw an increase of ~50% in year over year revenue.”
—Director of Operational Strategies, Business Servicer
Frequently Asked Questions About LiveVox SpeechIQ® with Quality Management
What Is Speech Analytics?
Contact center 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 contact center 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
Contact center 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.
What Are Your Advantages With LiveVox?
Transform your contact center's performance with a proven cloud platform that's actually easy to use and optimize.
Billions of Omnichannel interactions powered every year
Trusted by game-changing clients for more than 20 years
Recognized by the industry's leading analysts
Fully-Integrated Public Cloud Platform
+ Unified Tools, Channels, And Data To Maximize ROI
+ Fast, Easy, And Cost-Effective To Scale And Optimize
+ Turnkey Omnichannel / AI / Analytics Out-Of-The-Box
AX Workplace Made For Contact Centers
+ Integrate It All, Including Agent Workflows, In One Screen
+ Smart, Simple, And Seamless Cross-Channel Interactions
+ Easily Push And Pull Data From Your CRM / Other SORs
Scalable, Flexible, Reliable, And Secure
+ 100% Public Cloud Infrastructure And 24/7/365 Support
+ Easily Configure Our Modules, APIs, And Growing Partner Network
+ End-To-End SLA / High Availability And Enterprise-Grade Security
Certifications
LiveVox is proud to be both PCI and SOC 2 Compliant.
![LiveVox [Modernizing Lead Generation / eBook]](https://livevox.com/wp-content/uploads/2020/10/Speech-IQ.jpg "Speech-IQ")
![LiveVox [Speech with QM / brief]](https://livevox.com/wp-content/uploads/2023/06/SpeechIQ.jpg "product-brief_speech")
![LiveVox [10 ways manage multichannel compliance / Tip Sheet]](https://livevox.com/wp-content/uploads/2022/08/5-Ways-to-Reduce-Risk-with-Speech-Analytics.jpg "5-Ways-to-Reduce-Risk-with-Speech-Analytics")
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