Experience analytics vendor SuccessKPI has integrated with cloud provider LiveVox to give its customers access to SuccessKPI’s analytics platform.
The integration allows customers to use over 180 popular third-party applications and enterprise and third-party data sources through SuccessKPI’s analytics platform.
Louis Summe, CEO and Co-Founder of LiveVox, said: “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.
“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.”
SuccessKPI offers various analytics that contribute to a 360-degree view of the contact centre performance, which includes top phrases customers are using, contact reasons, sentiment trends, and many mission-critical metrics.
Further, the platform is equipped with speech and text analytics, alongside speech transcription and quality management tools for tracking agent performance.
SuccessKPI integrates into contact centre platforms, including the likes of Genesys Cloud, Amazon Connect, UJET, and more.
Together with LiveVox’s pre-integrated omnichannel contact centre solutions, the two companies aim to “lead the next generation of customer experience”.
Meanwhile, LiveVox has recently enabled agents to handle calls directly from the Salesforce workspace.