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LiveVox Products | SpeechIQ®

Automated Scorecards

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

LiveVox [Automated Scorecards / screens]

Key Benefits of LiveVox’s Automated Scorecards

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Transform quality management

Exponentially increase your ability to screen and score for quality and compliance by transcribing and scoring 100% of calls.

Scale risk mitigation

Understand in detail how your team is dealing with customer and adhering to business requirements and be promptly alerted to risk.

Free up quality managers

Enable your quality managers to focus on reviewing the most important or high-risk calls and provide targeted coaching.

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 for At-Home Agents

“The automated scorecards have allowed us to feel confident our QA Scores are not skewed due to sample size. It’s been a game-changer for us and certainly, our clients are thankful!”

Jamie Bell | VP Client Solutions, The Office Gurus

Keyword Analysis

Risk mitigation

Leverage keyword search to ensure agents adhere to key compliance requirements and minimize performance gaps through capabilities such as agent scripts. 

Learn more about Agents Scripts.

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. 

Learn more about our Sentiment Analysis solution.

Simplified Training

Scale best practices

Uncover hidden trends that drive top-performing calls and distribute best practices across your entire operations with capabilities such as eLearning.

Learn more about our eLearning capability.

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 call review and sharing capabilities
  • Full agent statistics
  • All keyword statistics
  • Full API enabled
  • Secure data storage

In-depth look at LiveVox’s WFO offerings

Dive deeper into all of LiveVox’s WFO offerings by downloading this brochure.

LiveVox WFO Brochure

Why LiveVox?

Learn why leading contact centers chose LiveVox as their provider for Omnichannel, CRM, AI, and Workforce Optimization solutions.

Frictionless Agent & Customer Experiences

Easily 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 capabilities 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 supports 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.