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Business Intelligence and Performance Analytics

LiveVox Products | WFO

Business Intelligence & Performance Analytics

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

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 multichannel, 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 analytics and 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 your contact center. 

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

Contact Center Strategy

Created by and for contact center strategists

BI 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. The tool can be used to ask questions about your business easily, with no need for dedicated data analysts.

Learn more about the importance of 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

Because BI is a part of, rather than an addition to, the LiveVox platform it can be rapidly activated, with no need for lengthy and expensive data integration projects. And, you’ll be able to overlay and analyze data from virtually every part of your operation.

See how we match up against Microsoft’s Power BI solution.

Business Intelligence In Action

LiveVox Business Intelligence and Performance Analytics

LiveVox WFO Capabilities:

  • Quality monitoring for voice and omnichannel
  • Coaching and eLearning
  • Call Recording
  • Screen Recording
  • Performance analytics
  • Over 150 advanced reports out of the box
  • CSAT post-call survey
  • Agent Work Queue
  • Agent Scheduling
  • Agent Scheduling Adherence
  • Schedule forecasting
  • PTO management
  • Speech analytics
  • Automated scorecards
  • Sentiment Analysis

Learn about LiveVox’s other WFO offerings

BI and Performance Analytics is just one of many ways LiveVox helps you manage your workforce. Download the brochure to learn about LiveVox’s other WFO capabilities.

LiveVox WFO Brochure

Why Choose LiveVox?

Better Customer Experience

Agents engage via configurable workflows in tailored desktops with the enrichment of key consumer profile 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, 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.