Streamline your Quality Assurance (QA) and Quality Management
(QM) processes with Live® Speech Analytics.
Automated keyword spotting
Enhanced agent productivity and customer service
Real time analysis and compliance verification
Create a Better Customer and Agent Experience While Reducing Risk
Drive more efficient and compliance-focused communications with advanced listening and keyword spotting technology.
Verify all conversations are fully compliant with applicable regulations.
Go from 6,000 calls reviewed in a month, to almost 6,000 calls reviewed per day.
QA/QM helps maximize efficiency by processing more calls in less time with less staff.
Track historical scoring trends with an interactive dashboard. Create and distribute operational reports on agent performance and overall compliance.
Use gamification to improve and encourage agent performance by comparing skill attributes amongst peer groups.
Detect positive / negative agent behaviors and practices to develop evidence-based training.
State-of-the-art speech analytics technology provides
real-time compliance and post-call analysis so you can
have confidence in your team no matter where they are.
Redaction secures private data and sensitive data removal
Enhanced customer experience and call center performance
Powerful transcription and sentiment detection
High accuracy, alerts, reminders, scripting, and call scoring
Take Real-Time Action to Ensure Compliance and Best Practice Adherence
Improve efficiency and quality assurance metrics on every campaign to extract key coaching insights instantly.
Live Operations View
Use alerts, statistics, and scoring for real-time view of contact center operations. Monitor calls and use agent chat for support.
Live monitoring of conversation with feedback to the agent in time to affect the call outcome. Capture and replay calls for training to improve agent skills.
Use conversational analysis to trigger and display scripts for agent guidance on precise verbiage of important disclosures.
Interactive Call Monitoring
Use conversational analysis to trigger live call preemption using coach, monitor and barge for agents needing assistance.
Post Call Analysis
Automate and simplify QA/QM and leverage comprehensive post call data to pre-filter calls requiring further review.
Drive performance with reporting and interactive dashboards to quickly spot trends, identify areas of strength and opportunity.