SuccessKPI, a cloud-native contact centre customer experience insight and action platform provider, announced a partnership with LiveVox, a leading cloud-based provider of customer service and digital engagement tools. The integration provides LiveVox customers with access to SuccessKPI’s platform.
SuccessKPI’s all-in-one insights and action platform provides a 360-degree view into the health of the contact centre from the agent to the CEO as well as artificial intelligence and automation to delight customers, while driving measurable business outcomes. The platform includes a purpose-built business intelligence layer, contact centre analytics, speech and text analytics, speech transcription, quality management, SuccessKPI Playbooks™, and advanced reporting and visualizations.
LiveVox’s performance-driven, blended omnichannel contact centre solutions are purpose-built to power exceptional customer and agent experiences. The company’s pre-integrated contact centre solutions are easy to implement and optimize, allowing companies to replace or enhance their existing contact centre platform. By seamlessly unifying blended omnichannel communications, CRM, AI, and WEM capabilities, the Company’s technology delivers exceptional agent and customer experiences, while helping to mitigate compliance risk.
Benefits of the integration include:
- 184 adapters to instantly integrate popular third-party applications and enterprise and third-party data sources into SuccessKPI’s contact centre insight and action platform.
- Through SuccessKPI’s real-time speech analytics, LiveVox provides real-time agent assist and immediate customer value.
- The partnership enables agents, managers, and decision makers to access customer journey views to improve their decision-making and customer satisfaction.
“As organizations today continue to shift more and more to a digital environment, data, analytics and enhanced business intelligence are essential to drive an exceptional customer experience,” said Louis Summe, CEO and Co-Founder of LiveVox. “Our integration with SuccessKPI is well-aligned with our product vision and enhances the business intelligence and analytics that we already provide to customers by bringing additional data into the ecosystem and enabling real-time agent assist and decision-making capabilities.”
“The LiveVox and SuccessKPI partnership is very exciting, overnight we had more insight into the conversations in our organization around the globe with no integration effort required,” shared Tim Collins, Chief Customer Officer of InDebted. “With this new partnership we expect to see a significant increase in customer experience, agent retention, compliance, and company profitability.”
Dave Rennyson, Co-Founder and CEO of SuccessKPI, shared that the LiveVox partnership is an important step forward for both companies to meet rapidly growing market demand. “Our company couldn’t be more pleased at the opportunity to support billions of interactions per year with LiveVox. Combining our technologies, LiveVox and SuccessKPI are together leading the next generation of customer experience.”
SuccessKPI is a revolutionary on-demand experience analytics software provider enabling organizations to utilize artificial intelligence and automation to improve business outcomes and transform customer experiences. SuccessKPI’s insight and action platform removes the obstacles that agents, managers, and executives encounter in delivering exceptional customer service. We are trusted by some of the world’s largest government, BPO, financial, healthcare, and technology contact centers in the United States, Europe, and Latin America.
Learn more at www.successkpi.com.
LiveVox (Nasdaq: LVOX) is a next-generation contact centre platform that powers more than 14 billion omnichannel interactions a year. By seamlessly unifying blended omnichannel communications, CRM, AI, and WEM capabilities, the Company’s technology delivers exceptional agent and customer experiences, while helping to mitigate compliance risk. With 20 years of cloud experience and expertise, LiveVox’s CCaaS 2.0 platform is at the forefront of cloud contact centre innovation. The Company has more than 650 global employees and is headquartered in San Francisco, with offices in Atlanta; Columbus; Denver; St. Louis; Medellin, Colombia; and Bangalore, India.