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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 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 bad customer experience or substandard 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 overall performance, call conduct, and agent morale to address broader customer and agent experience trends in your business.

Amplify this insight using performance analytics.

See 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

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

Frictionless Agent & Customer Experiences

Easily 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 capabilities 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 supports 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.