LiveVox [Quality and Compliance Management / pair reviewing stats]

LiveVox Products | Real-Time Sentiment Analysis

Understand your customers and stay ahead of issues

Understand your customers’ and agents’ emotions in real time. Stay ahead of the game by addressing potential issues before they escalate, delivering targeted coaching, and preventing customer churn.

Key Benefits of LiveVox’s Real-Time Sentiment Analysis

Pinpoint Sentiment Triggers

Accurately identify the words and phrases that spark positive or negative reactions in customers and agents.

Enhance Performance with Targeted Coaching

See the exact moments when a conversation veers off course. Easily review inflection points in customer interactions to identify specific skills gaps.

Improve Customer Experience

Supervisors can use real-time transcripts to gain context and determine when they should intervene to prevent negative sentiment from escalating or showcase positive interactions.

Product Brief

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

SIQ+™ (SpeechIQ Plus) with Automated Quality Management has many powerful capabilities that allow you to understand every conversation and unlock the voice of your customer as a source of insight.

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 Real-Time 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
  • Customer Journey Analytics
  • Advanced search and filter capabilities
  • Sensitive data redaction
  • Automated reporting and alerts
  • Call drivers and dispositioning
  • Machine Learning Driven Intent Analysis
  • 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 WEM Offerings

The sentiment analysis in SIQ+™ (SpeechIQ Plus) is just one of many ways LiveVox helps optimize engagement. Download the brochure to learn about LiveVox’s other WEM offerings.

What Are Your Advantages With LiveVox?

Transform your contact center's performance with a proven cloud platform that's actually easy to use and optimize.


Billions of Omnichannel interactions powered every year

Trusted by game-changing clients for more than 20 years

Recognized by the industry's leading analysts

Fully-Integrated Public Cloud Platform

+ Unified Tools, Channels, And Data To Maximize ROI
+ Fast, Easy, And Cost-Effective To Scale And Optimize
+ Turnkey Omnichannel / AI / Analytics Out-Of-The-Box

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AX Workplace Made For Contact Centers

+ Integrate It All, Including Agent Workflows, In One Screen
+ Smart, Simple, And Seamless Cross-Channel Interactions
+ Easily Push And Pull Data From Your CRM / Other SORs

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Scalable, Flexible, Reliable, And Secure

+ 100% Public Cloud Infrastructure And 24/7/365 Support
+ Easily Configure Our Modules, APIs, And Growing Partner Network
+ End-To-End SLA / High Availability And Enterprise-Grade Security

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Certifications

LiveVox is proud to be both PCI and SOC 2 Compliant.

 

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Livevox has joined forces with NICE,
creating a Conversational AI Powerhouse.

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Livevox has joined forces with NICE,
creating a Conversational AI Powerhouse.

Click here to be redirected to NICE.com


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Livevox has joined forces with NICE,
creating a Conversational AI Powerhouse.

Click here to be redirected to NICE.com


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Livevox has joined forces with NICE,
creating a Conversational AI Powerhouse.

Click here to be redirected to NICE.com

This will close in 0 seconds