LiveVox Products | SpeechIQ®
Understand both customer and agent sentiment for 100% of your interactions and greatly increase your ability to address risk and scale best practices.
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.
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.
Search by customer or agent sentiment
Understand both sides of the conversation with the ability to quickly uncover and address incidents of bad customer experience or substandard agent attitude
Incorporate best practices into agent scripts.
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.
See Sentiment Analysis in Action
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
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.
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.
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.