LiveVox Products | WEM
A Unified Customer and Contact Center Analytics Solution
A simple, integrated analytics solution to power smarter, faster, data-driven decisions to improve contact center performance, customer experience, and business growth.
Key Benefits of LiveVox’s Unified 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 data analytics 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.
A Holistic View of CX Out of the Box
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.
Created by and for contact center strategists
Our Unified 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.
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
LiveVox’s Unified Analytics in Action
What Are Contact Center Analytics?
Contact center analytics collect and analyze data from customer interactions to provide insights into the trends that impact customer experience and business outcomes.
By capturing and analyzing 100% of interactions across customer contact channels, business leaders can uncover the root causes of customer issues, common pain points, shifts in customer behaviors, customer service delivery gaps, compliance and risk factors, agent performance best practices, and opportunities to improve products and services.
Best-in-class contact center analytics solutions are user-friendly, allowing contact center managers, supervisors, and agents to easily filter, sort, and visualize customer and agent data without requiring a BI analyst or external team, and thus, providing faster access to actionable insights.
Types of Contact Center Analytics
Contact center analytics collect and analyze data from customer interactions to provide business leaders with deeper insights into the end-to-end customer journey. The main types of contact center analytics include:
Speech analytics leverages artificial intelligence to transcribe and analyze large volumes of recorded calls to understand what is being said (by identifying keywords and phrases), and how customers are feeling (using Sentiment Analysis) during their interactions.
Text analytics focuses mainly on written communication channels, such as SMS, email, webchat, social media, and customer surveys. Similar to speech analytics, text analytics uses automation to translate and analyze large volumes of text-based interactions to identify meaningful trends and patterns, customer sentiment, and frequent topics.
Desktop analytics captures and monitors agents’ desktop activity to gauge their knowledge of contact center applications, adherence to procedures, and ability to proficiently navigate internal systems. Contact center desktop analytics also help to uncover training gaps and inefficiencies in processes and workflows.
Self-service analytics automatically gathers and analyzes data to help contact centers better understand customer activities and deflection outcomes with their self-service channels, such as chatbots, self-service IVRs, online FAQs, and knowledge bases.
Omnichannel analytics provides an integrated approach to data analysis. By overlaying omnichannel data sources, with customer, agent, business outcome, and operational data, businesses can gain a holistic view of customer experience and contact center performance.
Cross-channel analytics provides a detailed view of customer behavior across multiple channels on the path to conversion. Businesses can apply cross-channel analytics with Predictive Analytics to improve campaign effectiveness and revenue growth.
Predictive analytics looks at current and historical data patterns to predict what will happen next and suggests actions to take for the most optimal outcomes. For instance, companies can link customers’ behaviors with sales or market trends to target the right customers with recommendations for the right products at the right time.
Tracking Agent Performance
Contact center analytics have transformed quality management programs by automating multichannel interaction monitoring and scoring, and providing quality teams and coaches with a more detailed, near real-time view into agent performance.
While contact center systems can generate an abundance of reports to shed light on the operation’s efficiency and productivity (e.g., service level, abandonment rate, average speed of answer, etc.), when measuring agent performance, it’s important to focus on the metrics they can control, such as:
After-Call Work (ACW) Time: Also referred to as Wrap-Up Time, ACW is the amount of time agents spend wrapping up tasks after completing an interaction (e.g., logging notes, updating systems, escalating issues and complaints, performing followup activities).
Average Handle Time (AHT): The average amount of time agents spend interacting with customers, including talk time, hold time, and ACW.
Compliance: Measures an agent’s ability to adhere to scripts, language, and protocols to protect customer privacy, mitigate risk, and abide by federal laws and regulations, including call recording disclosures, Mini-Miranda rights, Payment Card Industry Data Security Standard (PCI-DSS), Telephone Consumer Protection Act (TCPA), Healthcare Insurance Portability and Accountability Act (HIPAA), and Fair Debt Collection Practices Act (FDCPA).
Customer Satisfaction (CSAT): CSAT is an indicator of how satisfied customers are with your agent’s and contact center’s effectiveness and overall performance. Generally measured via a post-contact survey.
First-Contact Resolution (FCR): Also referred to as first-call resolution, FCR measures the agents’ ability to fully address the customer’s questions, needs, or issues by the end of the first interaction.
Hold Time: The amount of time customers spend on hold. Generally, longer hold times indicate a knowledge gap or training opportunity.
Sentiment: An indicator of the customer’s and agent’s emotional states during an interaction. Customer sentiment is also an indicator of agents’ ability to express empathy and respond with compassion for customers’ issues.
Silence Time: Also referred to as Dead Air, measures the total duration of silence on a call. Long periods of silence typically take place when agents are looking up information or are unsure of next steps.
Transfer Rate: The percentage of contacts transferred from one agent to another team member or function.
How to Use Contact Center Analytics to Improve CX
The ability to truly understand—and anticipate—customers’ wants and needs is critical in a competitive market where customer experience is a key differentiator.
Best-in-class speech analytics solutions deliver the means for quickly extracting the meaningful insights that lie buried within all customer contacts—100% of your voice, email, SMS, and chat interactions.
Adding an integrated contact center analytics tool, such as LiveVox Unified Analytics, delivers even more customer intelligence by overlaying omnichannel, customer, agent, business outcome, and operational data for a 360-degree view of the customer experience. This gives contact center managers the means to take a deeper dive into the trends, patterns, and pain points that impact the end-to-end customer journey.
Contact center analytics can uncover valuable insights about CX impacts such as:
- Primary and underlying contact drivers
- Processes or performance issues that create points of friction in the customer journey
- Types of cases that get escalated most often
- Drivers of poor customer sentiment
- Agent training gaps
- Opportunities to deliver proactive service and next-problem resolution
LiveVox WEM Features
- Integrated Performance Analytics
- 150+ Out of Box Advanced Reports
- Agent, Multichannel, and Quality Management Data
- PTO Management
- Auto call disposition
- Drag and Drop Visual UI
- Reporting Distribution and Access Controls
- CSAT Analysis
- Agent Scorecards
- Agent Work Queue
- Auto call summary
- Coaching and E-Learning
- Voice and Multichannel Inbox
- Schedule and Shift Adherence and Management
- Intent identification
- Content Library
- Machine Learning Models
- Native CRM and Channel Functionality
- Sentiment analysis
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.
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.
Supplement rather than replace your existing systems of record and CRMs using our simplified API approach, so agents get up and running quickly.
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.
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.