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

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

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

GoodData

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
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. Read More
About 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. Read More
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. Read More Log in to view content
Contents

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

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 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.

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.

Impact #1	Improved analytics capabilities with added features and robust data sets
Impact #2	100% scalable solution
Impact #3	Can easily manage and push new updates to workspaces

Impact #1

Improved analytics capabilities with added features and robust data sets

Impact #2

100% scalable solution

Impact #3

Can easily manage and push new updates to workspaces

Benefit #1	Helped grow customer base to 70+ over five years

Benefit #1

Helped grow customer base to 70+ over five years

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Overview

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

Operational Impact

Quantitative Benefit