LiveVox Products | SpeechIQ®

Sentiment Analysis

Understand both customer and agent sentiment for 100% of your interactions to significantly improve CX, mitigate risk, and scale best practices.

LiveVox [Sentiment Analysis / computer screen dashboard]

Key Benefits of LiveVox’s Sentiment Analysis

Reveal the customer experience

Analyze and score every interaction that takes place in your contact center for sentiment and much more. Quickly address bad experiences and coach agents towards better practice.

Understand your team’s performance

Speech analytics makes it possible to review every call, giving you insight into agent attitude and customer experience across all interactions.

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Analyze sentiment in context

Understand how call sentiment is affecting business outcomes by using SpeechIQ’s reporting tools to overlay sentiment scores with relevant call metadata.

Problem Brief

When it comes to understanding your customers, Sentiment Analysis is just the beginning

SpeechIQ has many powerful capabilities that allow you to understand every conversation and unlock the voice of your customer as a source of insight.
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Comprehensive Search

Search by customer or agent sentiment

Understand both sides of the conversation with the ability to quickly uncover and address incidents of a substandard customer experience or poor agent attitude.

Incorporate best practices into agent scripts.

Simplified Training

Identify and scale best practices

Identify and retrieve examples of agents delivering an excellent customer experience and then use these calls as training and coaching resources for your wider team.

Learn more about our Quality Management solution.

Unified Platform

Get the big picture

Gain a holistic understanding of contact center agent and operational performance to address broader customer and agent experience trends in your business

Amplify this insight using unified analytics.

See Sentiment Analysis in Action

LiveVox SpeechIQ Sentiment Analysis

What Is Sentiment Analysis?

Sentiment analysis is the process of classifying and scoring the emotional tone expressed during a customer conversation—whether it takes place via a voice call, email, SMS, or web chat—to determine whether the customer’s or contact center agent’s attitude is positive, negative, or neutral. 

Also referred to as opinion mining, it is commonly used to capture voice of the customer data to give businesses a deeper understanding of customers’ feelings about the service experience, agent performance, products, services, or the overall brand.

In contact centers, sentiment analysis can be used to monitor agent performance for emotional intelligence skills (e.g., empathy), service quality, and adherence to compliance standards. 

Sentiment analysis increases supervisor and quality team efficiency by allowing them to zero-in on specific interactions, such as those with negative customer sentiment. Low sentiment scores can help managers pinpoint agents that require additional coaching, training gaps within teams, or process breakdowns.

Contact center managers can also use customer sentiment analysis to identify high-performing agents for recognition and to incorporate their best practices into agent training programs.

Besides improving agent performance, customer sentiment analysis is a useful method for monitoring overall center performance. It allows contact center managers to quickly and easily identify negative sentiment patterns within call types or topics. This helps to alert managers to sources of friction that impact the customer experience, and effectively closes the gap between the identification and resolution of an issue. 

How Sentiment Analysis Works

Every day, contact centers collect a steady stream of unstructured data in the form of customer call recordings, SMS and chat transcripts, email, customer survey comments, social media posts, and more. This data represents a gold mine of customer insights, yet many businesses lack the means to process it effectively to extract actionable intelligence.

Sentiment analysis provides contact centers with a quick, efficient way to analyze large sets of unstructured data by using algorithms, machine learning, and natural language processing (NLP) to identify the tone (emotion) with a body of text.  

It works by classifying words within textual data as positive, neutral, or negative, and adding context by analyzing other factors like changes in vocal qualities (e.g., pitch, tone, inflection), speech rate, emotion, silence time, talk over, and the length of the interaction. This provides a more objective view of both the customer’s and contact center agent’s attitudes and opinions throughout the interaction.

Sentiment analysis offers value to organizations through a variety of applications, such as:

    • Monitoring contact center agent performance.
    • Improving customer and agent experience. 
    • Tracking campaign performance.
    • Uncovering hidden issues. 
    • Identifying compliance risk.
    • Assessing customers’ views of the brand and competitors.
    • Evaluating customers’ opinions about products, new releases, pricing, services, etc.

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

In-depth look at LiveVox’s 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 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.