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 LiveVox’s Automated Scorecards
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 how your team is adhering to business requirements and be promptly alerted when they’re not being fulfilled.
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.
“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
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.
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.
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.
Why Choose LiveVox?
Better Customer Experience
Agents engage via configurable workflows in tailored desktops. The tailored desktops have the benefit of key consumer profile information 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 industry guide and 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.
