LiveVox, the leading provider of customer service and digital engagement tools, announced the acquisition of SpeechIQ.
SpeechIQ is an AI-driven speech analytics and quality assurance platform that will enable LiveVox to substantially strengthen its WFO application suite. Founded in 2015 and headquartered in Columbus, Ohio, SpeechIQ is an easy-to-use, cost-effective solution that helps drive agent productivity, operational efficiency, and improved customer engagement in contact centers.
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Powered by a proprietary speech recognition engine that very quickly and accurately transcribes calls, SpeechIQ offers numerous features, including the ability to redact calls, search by keyword lists, retrieve and listen to calls, create manual and automated scorecards, and evaluate call sentiment – all supported by a complete reporting suite and full API.
“SpeechIQ is a terrific addition to our digital and data-centric approach to communications,” stated LiveVox CEO Louis Summe. “Their capabilities continue to fulfill our pledge to make digital transformation easier for our clients.”
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Joining the two platforms will equip organizations with the ability to measure, monitor and improve customer conversations across all channels while identifying the potential for operational efficiencies through analytics. It will also further bolster LiveVox’s posture on Compliant Communication, as the transaction couples the industry-leading risk mitigation platform with an integrated speech analytics solution.
“We’re thrilled to be part of the LiveVox family,” said SpeechIQ CEO Nick Bandy. “Our capabilities will enable all LiveVox customers to easily unlock the vast amount of insights within their call recordings.”
This is the second acquisition LiveVox recently announced. In December 2019 LiveVox shared its plans to onboard Teckst, bringing mobile messaging to its communication suite.
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