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Automated Scorecard

LiveVox Products | SpeechIQ®

Automated Scorecards

Reduce risk, drive up quality, and free up quality managers’ time by using AI to score 100% of interactions.

Key Benefits of Automated Scorecards

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Transform quality management

On average 98% of contact center interactions go unmonitored or unreviewed. By using SpeechIQ’s advanced AI to transcribe and score 100% of calls you can exponentially increase your ability to screen and score for quality and compliance, giving you an unbiased and holistic understanding of performance.

Scale risk mitigation

Understand in detail how your entire team is dealing with the delivery of key business requirements like legal statements, policy adherence, and on-brand communication standards. Be notified promptly when these are not being fulfilled or when escalation, inappropriate language, or malpractice occur.

Free up quality managers

With 100% of calls being monitored, scored, and screened for language and sentiment, you can free up your quality managers’ time to be more strategic. They’ll be able to manually review the most important or high-risk calls and provide targeted coaching to agents.

Tip Sheet

Speech Analytics Transforms Remote Work

From risk reduction to agent coaching, speech analytics can be a game-changer when you can’t be with your team.

LiveVox Tip Sheet: Benefits of Speech Analytics
Keyword Analysis

Keyword analysis

On day one, with very little heavy lifting, you can set up the most important keywords to monitor 100% of calls to ensure agents are delivering:

  • Legal statements
  • Policy adherence
  • On-brand language and communication style.

And that they are not engaging in:

  • Escalation
  • Inappropriate language
  • Malpractice.

This information can be incorporated into agents scripts to help create better customer conversations and mitigate risk. Learn more about our Agent Scripting capabilities.

Speech Analytics

Sentiment analysis

Go beyond just words and phrases by using advanced AI to understand both the agent and customer sentiment for every call. Flag risk fast with timely, customizable notifications. Easily surface and distribute the calls of your best performers to scale best practices.

Learn more about our Sentiment Analysis solution.

Simplified Training

Scale best practices

By monitoring and evaluating 100% of interactions for language and sentiment you massively increase your ability to identify examples of best practice by top performing agents. SpeechIQ allows you to then easily retrieve these calls and distribute them to your team as coaching resources.

These findings can be incorporated into training materials that can be easily distributed using LiveVox’s eLearning solution.

SpeechIQ® Capabilities:

  • Scalable, cloud-based solution
  • Industry leading speed and accuracy of speech recognition
  • No customer cap-ex or software requirements
  • Omnichannel analysis
  • Sentiment analytics
  • Advanced search and filter capabilities
  • Sensitive data redaction
  • Automated reporting and alerts
  • Reporting options for in-depth analysis
  • Customizable and automated scorecards
  • Advanced call review and sharing capabilities
  • Full agent statistics
  • Full keyword statistics
  • Full API enabled
  • Secure data storage

Learn about LiveVox’s other WFO offerings

SpeechIQ® is just one of many ways LiveVox helps optimize engagement. Download the brochure to learn about LiveVox’s other WFO offerings.

LiveVox WFO Brochure

Why Choose LiveVox?

Better Customer Experience

Agents engage via configurable workflows in tailored desktops with the enrichment of key consumer profile and interaction history to provide superior customer experiences.

One Unified Platform

All LiveVox capabilities are accessed via a single, secure, cloud-based platform, allowing for a seamless experience for agents, supervisors, and decision-makers.

Easy Integration

Supplement rather than replace your existing systems of record and CRMs via our open APIs so agents get up and running quickly.

Reduced Total Cost of Ownership

Drive performance and stay on top of security requirements while also reducing operational and capital expenditures.

Mitigate Risk

Comprehensive compliance controls including consent and revocation management as well as CTIA, TCPA, and CAN-SPAM regulations.

Customer Channels of Choice

Engage with customers in the places they want to be including Voice, Email, SMS, and Web Chat and unite all conversations.