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Turning Customer and Agent Data Into Actionable Insights for Contact Center Optimization
Technology Category
- Analytics & Modeling - Real Time Analytics
- Platform as a Service (PaaS) - Data Management Platforms
Applicable Industries
- Telecommunications
Applicable Functions
- Business Operation
- Sales & Marketing
Use Cases
- Predictive Maintenance
Services
- Data Science Services
- System Integration
The Challenge
LiveVox, a leading cloud-based provider of customer service and digital engagement tools, was looking to improve its analytics capabilities. The company wanted to provide its customers with deeper and more actionable insights to maximize their performance. However, LiveVox's platform was primarily reporting on voice call interaction metrics and agent performance data. The company recognized a significant gap in analytics needs for customers who wanted to dig deeper into analytics beyond the pre-packaged reports that were currently available. LiveVox also recognized the rising market demand for self-service analytics and believed that delivering these advanced analytics features to a larger pool of customers would give them a strategic advantage over their competitors.
About The Customer
LiveVox is a leading cloud-based provider of customer service and digital engagement tools. The company delivers reliable, easy-to-use technology that enables contact centers to maximize their performance with a single view of the customer while also using battle-tested risk mitigation and security tools. LiveVox's platform powers more than 14 billion interactions a year through seamless integration of omnichannel communications, CRM, and WFO capabilities while also reducing compliance risk and enabling frictionless agent and customer experiences. LiveVox has helped contact centers maximize their performance for over 20 years. The company provides a cost-effective path to voice and digital customer engagement by significantly simplifying integration paths within customer environments.
The Solution
LiveVox partnered with GoodData to expand its data model and unlock self-service features. By integrating more datasets, they were able to provide a complete customer view including new sources such as email, text, and chat interaction data, CRM information, ticketing platform data, speech analytics data for customer intent and agent performance, workforce management data, and much more. Today, LiveVox customers can easily build detailed performance or campaign-specific dashboards to deliver better customer experiences, maximize campaign effectiveness, optimize operating efficiency, and drive better overall decision-making. LiveVox has also developed use case-specific analytics packages to help new clients immediately accelerate their analytics journeys. The company now has the ability to provide its customer base with industry and use case-specific insights.
Operational Impact
Quantitative Benefit
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