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Sentiment Analysis

LiveVox Products | SpeechIQ®

Call Drivers and Dispositioning

Build an experience your customers want with insight on why they engage.  

Key Benefits of Call Drivers and Dispositioning

Understand the reason every time a customer contacts your business

SpeechIQ uses advanced AI to analyze every conversation and provides reports that give unprecedented insight into your customers’ motivations and pain points.

Increase contact center efficiency with data-driven self-service strategies

Today’s customers want self-service options more than ever, but designing good ones is a challenge. SpeechIQ’s call driver reports give you the insight you need to pinpoint the most impactful self-service options for your IVR.

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Gain the insight you need to drive transformative marketing and operational strategies

Knowing your customer’s needs, motivations, and pain points at-scale, and in detail, empowers you to transform customer touchpoints across your entire organization and create new revenue opportunities.

Tip Sheet

How to Use Speech Analytics to Improve CX and Boost Cross-Selling

Speech Analytics gives you unprecedented insight into your customer conversations, unlocking new opportunities to improve customer experience, and increase revenue. Read this tip sheet to learn more.

How to Use Speech Analytics to Improve CX and Boost Cross-Selling
Integrated Analytics

Custom reports that work for your business

SpeechIQ is quick and easy-to-set up, and we will work with you to build custom call-driver reports that meet the varied needs of all of your service, campaigns, and departments.

Find out about more of LiveVox’s reporting and analytics capabilities.

Unified Platform

Get the big picture

It is incredibly challenging to gain a holistic understanding of overall performance, call conduct, and agent morale. This challenge only increases when remote work is a factor. With SpeechIQ’s reporting tools you can understand and address broader customer and agent experience trends in your business. This information can be married with other factors impacting contact center performance such as CSAT scores.

Learn more about how you can incorporate customer feedback with LiveVox’s Multichannel CSAT capabilities.

Understand Call Drivers

Far more accurate than agent-led dispositioning

SpeechIQ’s advanced AI offers a higher level of disposition report accuracy when compared to agent-led approaches which can often be as low as 40%. Also, you will understand multiple reasons for customer contact, rather than an agent having to choose just one.

Leverage call disposition reports to understand and improve your self-service strategies. Learn more about how LiveVox’s IVR can be configured to improve efficiency.

Call Driver In Action

LiveVox Call Drivers Report

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
  • 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.