AI-powered speech analytics with pre-integrated quality management capabilities provides 100% visibility into voice, email, SMS, and chat conversations with targeted coaching and eLearning capabilities to improve contact center performance

LiveVox Holdings, Inc. , a leading cloud-based provider of customer service and digital engagement tools, has been awarded Best Innovation in Customer Experience at Enterprise Connect 2022 for its SpeechIQ with Quality Management solution. The Best of Enterprise Connect Awards Program recognizes excellence and innovation in the enterprise communications and collaboration industry, with a focus on technology advancement, innovation and business impact.

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“We’re thrilled to be recognized by Enterprise Connect for delivering tangible value to the data-driven enterprise – particularly when it comes to improving customer experience”

LiveVox SpeechIQ with Quality Management seamlessly integrates multi-channel speech analytics with robust quality management tools to give organizations 100% visibility and understanding of the voice, email, SMS, and chat conversations handled by their teams as well as the ability to take action and improve contact center performance. Unlocking data about how agents and customers interact across communication channels can deliver fast insights to transform agent performance, customer experience, and campaign effectiveness for optimal business outcomes. Contact centers using LiveVox’s SpeechIQ with Quality Management solution have reported increased agent engagement, particularly in remote-work and hybrid environments.

“We’re thrilled to be recognized by Enterprise Connect for delivering tangible value to the data-driven enterprise – particularly when it comes to improving customer experience,” said Louis Summe, CEO, LiveVox. “Our AI-powered SpeechIQ with Quality Management solution provides contact center managers and supervisors with a single, easy-to-use solution that illuminates what is actually happening during conversations with customers, regardless of channel. Supervisors can take the generated insights and provide agents with precise coaching that agents can use to have more meaningful interactions with customers. This win validates one of our guiding principles – that data from customer interactions can be a transformative source of insight for businesses.”

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