LiveVox [Performance and Compliance Dashboard / manager on computer]

LiveVox Solutions | Actionable Data

Drive Better Experiences Through Actionable Data

When your data is 100% connected across customers, channels and systems in real-time, you always have the insights you need to take action and make performance improvements faster.

Challenges To Using Actionable Data And How To Solve Them

Contact centers generate a wealth of data, but what do you really need to pinpoint key insights accurately and optimize quickly? Here are the data challenges facing decision-makers today, plus innovative solutions for solving each one.

Dealing With KPI And Data Overload?

Need A Clearer Picture Of Your Customers?

Want Better Performance From Your Agents?

Worried About Risk Mitigation?

Looking For More ROI From Your Data?

Solution: Use Powerful Tools To Make Life Easier

  1. Leverage advanced analytics and reporting tools to quickly dive deeper into your KPIs
  2. Consolidate and transform data into actionable strategies
  3. Use speech analytics with AI-driven alerts to better understand customer intent and sentiment for optimization and coaching

Find Out How To Make Data Work For You

Solution: View Customers As People, Not Numbers

  1. Analyze all interactions along with customer journey analytics from intent to outcome
  2. Get a 360° view of CX with integrated omnichannel, contact, CSAT, QM, ticketing, and interaction analytics
  3. Leverage sentiment data across conversations to identify trends and address customer pain points quicker

Find Out How To Tap Into Customer Insights

Solution: Understand Your Team’s Unique Needs

  1. Provide agents with detailed data-driven performance feedback and coaching
  2. Optimize staffing based on demand and agent skill set
  3. Replicate high performance activities by providing AI-driven guidance during conversations and identify outliers for improvement

Find Out How To Improve Training And Coaching

Solution: Understand Compliance At All Times

  1. Spot compliance risks in near real-time rather than waiting days for reports
  2. Understand quality and compliance adherence at every level, from individual agent to full contact center
  3. Identify trends that put you at risk and implement strategies to address them

Find Out How To Solve For Compliance Risk

Solution: Start Eliminating Data Silos Today

  1. Avoid lengthy and expensive integration projects to access the vital data you need now
  2. Access comprehensive business insights within one simple contact center platform
  3. See the big picture, then drill down into the important details via intuitive data visualizations

Find Out How To Boost Your Bottom Line

The Contact Center Platform
That Helps You Turn Data Into Results

Keeping up with the pace of change in customer communications is a constant challenge. With LiveVox’s cloud contact center platform, you can redefine customer engagement and deliver game-changing performance.

Contact Center CRM
  • Keep All Your Systems Synced In Real-Time
  • Channels, Customer Data, Plus Ticketing History
  • Agent Desktop In A Single Pane Of Glass

Agent Assist
  • Smart Automation / Live Agent Guidance
  • Automated After-Call Work
  • Real-Time Speech-to-Text Transcription / Processing

LiveVox Connect
  • Collaboration App For Support Teams
  • Simplify Access To Vital Info
  • Agents Stay Connected Wherever They Are

Customer Happiness Index
  • Intuitive AI-Powered Sentiment Insights
  • Real-Time Insight With Visual Gauges
  • Comprehensive View of Overall CX

Customer Journey Analytics
  • 360° View Of Behavior Across Channels
  • Optimize Strategies Based On Insights
  • Fast Data Integration / No Disruptions

Business Performance & Analytics
  • Real-Time Analytics Dashboards
  • Data / Insights Refresh Every 2 Hours
  • Access Over 150 Reports

Speech Analytics
  • Search And Score All Interactions
  • Track / Identify Changes In Sentiment
  • Learn Customer Intents And Optimize

  • Configurable Dashboards
  • Performance Insights And Alerts
  • Real-Time Big Screen Display

Customer-Centric Campaigns
  • Robust Segmentation / Targeting
  • Links Channels, Data, Plus History
  • Tailored Workflows / Ticketing

Work Center
  • Dynamically Updated, Centralized Agent Hub
  • Tasks, Alerts, Coaching, And eLearning
  • Keep Agents Organized And On Task

Knowledge Center
  • Encourage Customer Self-Service
  • Free Up Agent Bandwidth
  • Web Widget And Agent Desktop

Segmentation & Targeting
  • Create Dynamic Campaign Lists
  • Persona Groups And Journeys
  • Based On 360° Customer Profiles

Integrated Agent Workflows
  • Weave Systems And Data Streams
  • Intelligent And Automated
  • Easy To Build, Easy To Fine-Tune

Workforce Management (WFM)
  • One Unified Workspace For Everyone
  • Smart Data For Smart Staffing
  • Adjust Schedules On The Fly

Coaching & eLearning
  • Assign And Track Training Tasks
  • Provide Highly-Detailed Feedback
  • Measure Progress Over Time

Omnichannel CSAT
  • Survey On Digital Or Voice Channels
  • Automate Response Actions
  • Integrates With Contact Center CRM

Call & Screen Recording
  • Record And Play Back Everything
  • Score And Add Notes Or Comments
  • No Manually Redacting Payment Info

Quality & Compliance Management
  • Monitor 100% Of Interactions
  • Custom Scorecards And Filters
  • Reduce Risk Across Channels

Complete Product List
  • Channels, AI, Contact Center CRM, WEM Tools
  • Seamless Integration, Frictionless Experiences
  • Highest Risk Mitigation And Data Security Levels

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, contact center leaders can better understand 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
  • 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—all without requiring a BI analyst or external team and providing faster access to actionable insights.

What Are The Different Types Of Contact Center Analytics?

Today, there are a wide range of contact center analytics available to contact center leaders like you. What’s important isn’t the quantity of data you can capture, it’s the quality of the insights you can take action on to improve your business.

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. 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, you can link customers’ behaviors with sales or market trends to target the right customers with recommendations for the right products at the right time.

How Can You Improve Agent Performance Through Tracking And Coaching?

Contact center analytics have transformed quality management programs by:

  1. Automating multichannel interaction monitoring and scoring
  2. 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, abandon rate, average speed of answer, etc.), when measuring agent performance, it’s important to focus on the metrics your team 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): 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), Fair Debt Collection Practices Act (FDCPA), and more
  • Customer Satisfaction (CSAT): 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 called first-call resolution, FCR measures agents’ ability to solve the customer’s questions, needs, or issues by the end of the first interaction
  • Hold Time: Amount of time customers spend on hold; longer hold times usually indicate a knowledge gap or training opportunity
  • Sentiment: Indicator of 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: A.K.A. 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: Percentage of contacts transferred from one agent to another team member or function

How Can I Use Contact Center Analytics To Improve CX?

The ability to understand—and anticipate—customers’ wants and needs is critical in a competitive market where customer experience is a key differentiator:

  1. 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
  2. Adding an integrated contact center analytics tool, such as LiveVox’s 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


4 Steps To Data Enlightenment For CX

Find out why you need data in order to build a high-performance customer service organization.

What Are Your Advantages With LiveVox?

Transform your contact center's performance with a proven cloud platform that's actually easy to use and optimize.

Billions of Omnichannel interactions powered every year

Trusted by game-changing clients for more than 20 years

Recognized by the industry's leading analysts

Fully-Integrated Public Cloud Platform

+ Unified Tools, Channels, And Data To Maximize ROI
+ Fast, Easy, And Cost-Effective To Scale And Optimize
+ Turnkey Omnichannel / AI / Analytics Out-Of-The-Box

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AX Workplace Made For Contact Centers

+ Integrate It All, Including Agent Workflows, In One Screen
+ Smart, Simple, And Seamless Cross-Channel Interactions
+ Easily Push And Pull Data From Your CRM / Other SORs

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Scalable, Flexible, Reliable, And Secure

+ 100% Public Cloud Infrastructure And 24/7/365 Support
+ Easily Configure Our Modules, APIs, And Growing Partner Network
+ End-To-End SLA / High Availability And Enterprise-Grade Security

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LiveVox is proud to be both PCI and SOC 2 Compliant.