GoodData > Case Studies > Turning Customer and Agent Data Into Actionable Insights for Contact Center Optimization

Turning Customer and Agent Data Into Actionable Insights for Contact Center Optimization

Customer Company Size

Large Corporate

Region

America
Asia
Europe

Country

United States

Product

LiveVox CCaaS platform
GoodData analytics platform

Tech Stack

Cloud-based technology
Data integration
Self-service analytics

Implementation Scale

Enterprise-wide Deployment

Impact Metrics

Productivity Improvements
Customer Satisfaction

Technology Category

Platform as a Service (PaaS) - Data Management Platforms

Applicable Industries

Telecommunications

Applicable Functions

Sales & Marketing
Business Operation

Use Cases

Predictive Maintenance

Services

Data Science Services
System Integration

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 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.

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

Improved analytics capabilities with added features and robust data sets
100% scalable solution
Can easily manage and push new updates to workspaces
Created new use case-targeted performance dashboards to better serve customers across industries
Increased customer engagement

Quantitative Benefit