LiveVox Products | WEM | Performance Analytics

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. LiveVox’s Unified Analytics is a turnkey solution that provides you with seamless access to business intelligence and customer insights out of the box.

Make data-driven decisions to drive contact center and CX performance

Fast access to omnichannel insights for data-driven decision-making

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 fully managed top-to-bottom data 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 activate, 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 BI and customer insights you need now through a user-friendly interface that doesn’t require a dedicated analyst for you to start asking questions about your business.
Call and Screen Recording
LiveVox [scorecard / product screens]

Actionable intelligence for CX

Gain a full understanding of your omnichannel center

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.

Analytics made easy

Let LiveVox do the hard data work for you

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.

LiveVox [agent / reviewing data]
LiveVox [woman customer / mobile phone call driver]

Dashboards that inform and engage

Customizable real-time analytics dashboards

BI dashboards are embedded into the LiveVox platform empowering supervisors, quality managers, and frontline agents with quick access to key metrics and performance data when and where they need it for a holistic understanding of contact center performance.

LiveVox [compliance-focused / eBook]

Product Brief

In-Depth Look At LiveVox’s Unified Analytics

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

LiveVox WEM Brochure

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.

Complete 360-Degree Enterprise-Level Contact Center Analytics

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Speech Analytics

Understand and analyze 100% of your customer interactions to transform CX, enhance agent performance, improve operational efficiencies, and embrace flexibility. And do it with industry-leading accuracy and speed on LiveVox’s PCI compliant, cloud-based system.

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Advanced Search

Gain unprecedented insight into the impact of operational, marketing, and workforce strategies on the customer experience by searching and filtering conversations based on sentiment or keywords.

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Automated Scorecards

Leverage the power of AI-enabled omnichannel analytics to quickly and accurately score 100% of customer interactions and free supervisors and quality managers to drive performance improvement.

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Call Driver & Dispositioning

Understand the primary and underlying reasons for every customer contact to eliminate journey pain points, enhance self-service options, and transform the customer experience.

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Sentiment Analysis

Analyze and score every interaction that takes place in your contact center for sentiment and much more. Quickly address bad experiences and coach your agents toward better practices.

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Wall Boards

Clearly communicate real-time customer demand and agent performance data to managers, supervisors, and agents with our highly configurable, agile dashboards for environments that change in an instant.

Providing a holistic view of CX out-of-the-box for businesses just like you

“Ease of use is my favorite part of LiveVox. Data collection from their LiveVox Analytics is nearly effortless, and it easily allows for manipulation from tables of data to graphs”

—LiveVox User, Banking

“It has all in one system, easy reporting and does allow to put stats and reports very conveniently.”

—Team Lead, Consumer Services

“Makes my life easier. It is user friendly and easy to train new staff. All reporting is right at your finger tips. Great product!”

—Chelsea S., Sr. Unit Manager, Financial Services

Learn More About Performance Analytics

Check out our Frequently Asked Questions below.

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

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

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

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

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

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
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

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

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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Integrated Agent Workflows

LiveVox’s unified data platform combines a native CRM with public APIs, multiple integration points, and configurable agent desktops to address critical efficiency gaps by syncing processes, apps, and systems.

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An Industry-Leading End-to-End SLA

Platform reliability you can count on with unmatched end-to-end coverage made possible by LiveVox's infrastructure, application, and services.

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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.