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LiveVox Products | WEM

Business Intelligence & Performance Analytics

A simple, integrated solution to power smarter, faster, data-backed business decisions.

LiveVox [BI / pair reviewing stats]

Key Benefits of Business Intelligence and Performance Analytics

Powerful contact center analytics

Get a 360-degree view of your business that goes beyond standard contact center analytics, giving you the ability to overlay omnichannel, customer, agent, business outcome, and operational data. Access more than 150 reports out of the box, designed for the needs of a modern contact center.

A top to bottom solution

Benefit from a comprehensive data and analytics solution. Let us worry about data storage, management, and ETL as you focus on gaining business insight. LiveVox’s unified data model keeps everything on one PCI-compliant platform, and we are always available for strategic support.

Easy to adopt, easy to use

When it comes to data, LiveVox has done the hard work for you. Avoid lengthy and expensive integration projects and access the vital data you need now through a user-friendly interface that doesn’t require a dedicated analyst for you to start asking questions about your business.

Product Brief

In-Depth Look At BI And Performance Analytics

Get a deeper look at LiveVox’s BI and analytics reporting capabilities.

LiveVox BI and Performance Analytics Product Brief
Integrated Analytics

Omnichannel analytics

Easily access and overlay highly-intuitive, visualized data from any channel you use, from Voice and SMS to Webchat and Email, all via one integrated, easy-to-use platform. Then combine these with data from your agents, customers, operations, business outcomes, and more for a full 360-degree view of the customer experience.

Learn more about the other benefits of our blended omnichannel approach.

Contact Center Strategy

Created by and for contact center strategists

Our BI and performance analytics solution is bespoke to the needs of the modern contact center. Access more than 150 out-of-the-box reports instantly, then create your own with simple drag-and-drop functionality. Quickly surface relevant customer insights for fast, data-driven decision-making, with no need for dedicated data analysts.

Learn more about the importance of BI and performance analytics when managing a remote workforce and the most important metrics you should be looking at.

Easy Integrations

We’ve done the hard work for you

BI dashboards are embedded into the LiveVox platform, which gives you access to key metrics and performance data when and where you need it for a holistic understanding of contact center performance. And, you’ll be able to overlay and analyze data from virtually every part of your operation.

Learn about the other benefits of LiveVox CCaaS 2.0.

“The LiveVox BI Tool is something I used to dream about. It provides me with a unique competitive advantage by enabling faster access to my data for intelligent business decisions.”

Mike Brunke, Vice President of Operations, NetTel USA

“With complete visibility and control across the customer journey …. we are able to ensure we respect the customer’s channel preferences while leveraging customer behavior data to drive more pro-active and intelligent strategies across new channels. As a result we saw an increase of ~50%* in year over year revenue.”

Director of Operational Strategies, Business Servicer

“From a high-level management perspective, having the data and reports coming from one place, versus piecing it together from 10 different systems – it adds to the supervisors’ efficiency.”

— COO, Financial Services

Source: Interviewed for the Total Economic Impact™ of LiveVox’s Contact Center Platform

Business Intelligence in Action

LiveVox Business Intelligence and Performance Analytics

LiveVox WEM Features

  • Integrated Performance Analytics
  • 150+ Out of Box Advanced Reports
  • Agent, Multichannel, and Quality Management Data
  • PTO Management
  • Drag and Drop Visual UI
  • Reporting Distribution and Access Controls
  • CSAT Analysis
  • Agent Scorecards
  • Agent Work Queue
  • Coaching and E-Learning
  • Forecasting
  • Voice and Multichannel Inbox
  • Schedule and Shift Adherence and Management
  • Content Library
  • Machine Learning Models
  • Native CRM and Channel Functionality

Brochure

Learn about LiveVox’s other WEM offerings

Business intelligence and performance analytics are just two of the many ways LiveVox helps you manage your workforce. Download the brochure to learn about LiveVox’s other WEM capabilities.

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.