LiveVox Products | Contact Center Speech Analytics

SpeechIQ® with Quality Management

An industry award-winning solution that closes the loop between speech and multichannel analytics, quality management, and agent performance. 

LiveVox [speech analytics interface / GIF]

Key Benefits of LiveVox SpeechIQ® with Quality Management

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Inform strategic decision-making

Deep-dive into customer intents to uncover hidden needs and opportunities to improve processes, products, and services.

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Improve CX, reduce risk, and drive down costs

Record and analyze 100% of voice, email, SMS, and chat conversations to identify behaviors that impact CX, compliance risks, and underlying reasons for repeat contacts.

Expand capacity to manage remote teams

Automated scorecards increase supervisors’ capacity to leverage interaction data and deliver more effective support for remote quality management, coaching, and compliance.

Enhance the agent experience

Energize agent engagement, performance, and development with targeted, data-driven eLearning and 1-2-1 coaching strategies.

View agent performance in a single pane of glass

Quickly extract meaningful performance insights from multiple data sources, track work flows, coach, and communicate with agents through a single, unified interface.

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.

LiveVox [Speech with QM / solution brief]

Solution Brief

In-depth look at LiveVox SpeechIQ® with Quality Management—an Industry Award-winning Solution

Get a deeper look at how SpeechIQ®’s analytics-driven quality management can help you improve agent engagement, quality, performance, and compliance in your contact center with 100% omnichannel auditing and data-driven insights.

LiveVox [Speech with QM / brief]

Product Brief

Transform your customer care and CX strategies with omnichannel analytics

Unlock customer insights to understand the primary and underlying reasons for every conversation across 100% of your calls, emails, SMS, and chat interactions.

Success Story - Alorica

ROI

How interaction analytics can drive results for your company’s bottom line

Read this ROI breakdown to understand where interaction analytics can increase operational efficiencies to drive bottomline results.

“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 identify what drives hold time and talk time.”

Jaimie Bell | VP Client Solutions, The Office Gurus

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Refreshingly simple to use

Compared to other solutions, LiveVox SpeechIQ® with Quality Management has an incredibly user-friendly, business-focused interface. You can be up and running in a matter of days with a straightforward, streamlined implementation and integration process.

See how easy it is to Automate Agent Scorecards.

Build an experience your customers want

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.

Learn more about Call Drivers and Disposition capabilities.

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Learn from every conversation

Access advanced reports to understand customer intents and macro trends to inform operational strategies, then use sentiment analysis to detect positive or negative emotions and identify coaching opportunities or best practices.

Learn more about our Sentiment Analysis capabilities.

Boost agent engagement and performance

LiveVox’s Quality Management platform provides tools designed to engage and empower agents to take charge of their performance with interaction scoring, eLearning, coaching, compliance, agent performance, and Work Queue.

Learn more about our Quality Management solution.

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See SpeechIQ® in Action

LiveVox SpeechIQ

LiveVox Speech Analytics Capabilities

  • Industry-leading speed and accuracy of speech recognition
  • Omnichannel analysis
  • Sentiment analytics
  • Advanced search and filter capabilities
  • Sensitive data redaction
  • Automated reporting and alerts
  • Call drivers and dispositioning
  • Reporting options for in-depth analysis
  • Customizable and automated scorecards
  • Advanced interaction review and sharing capabilities
  • Full agent statistics
  • All keyword statistics
  • Full API enabled
  • Secure data storage

Brochure

Learn about LiveVox’s other WEM offerings

SpeechIQ® with 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.

LiveVox Platform Brochure

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.

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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.

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Comprehensive Risk Mitigation

LiveVox simplifies risk management with embedded compliance controls spanning CTIA, CAN-SPAM, CFPB, PCI, and other compliance-related considerations.

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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.

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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.

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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.

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Certifications

LiveVox is proud to be both PCI and SOC 2 Compliant.