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Sentiment Analysis

LiveVox Products | SpeechIQ®

Sentiment Analysis

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 Sentiment Analysis

Reveal the customer experience

Understand the experience that customers are having when they interact with your business like never before as advanced AI analyzes and scores 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

It’s impossible to listen in on every call yourself, and it becomes even more challenging when you are managing a remote workforce. SpeechIQ listens for you, giving you the big picture on agent attitude and the quality of customer experience that your team is delivering.

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Analyze sentiment in context

Understand how call sentiment is affecting business outcomes as you use SpeechIQ’s reporting tools to overlay sentiment scores with keyword information, call outcomes, and any other relevant call metadata.

Product Brief

In-Depth Look At SpeechIQ®

Get a deeper look at LiveVox and SpeechIQ’s functionality by reading this brief.

LiveVox SpeechIQ Product Brief
Comprehensive Search

Search by customer or agent sentiment

Understand both sides of the conversation with the ability to search separately on agent and customer sentiment. Quickly uncover and address incidents of bad customer experience or substandard agent attitude. 

These findings can be incorporated into agent scripts to help standardize and create better customer conversations. Learn more about our Agent Scripting solution.

Simplified Training

Identify and scale best practices

Never miss an example of exemplary agent performance. 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 and Compliance Management solution.

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 working 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 using LiveVox’s Business Intelligence and Performance Analytics solution.

Sentiment Analysis In Action

LiveVox SpeechIQ Sentiment Analysis

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

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. 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.