LiveVox Announces Acquisition of Speech Analytics Specialist Firm SpeechIQ

January 28 2020, 00:15
LiveVox, the customer service and digital engagement tools company, announced the acquisition of SpeechIQ, a speech recognition and voice transcription technology company. LiveVox is a one-stop-shop for cloud-based CRM, call-center, contact center and customer engagement service platforms, unifying all conversations and interactions in one place. Adding voice recognition, voice to text transcription and analytics is obviously a great add-on for LiveVox.

SpeechIQ is an AI-driven speech analytics and quality assurance platform that will enable LiveVox to substantially strengthen its WFO application suite (WFO stands for "Workforce Optimization" and consists in integrating contact center technologies for customer experience to promote operational efficiency). Founded in 2015 and headquartered in Columbus, Ohio, SpeechIQ developed an easy-to-use, cost-effective solution that helps drive productivity, operational efficiency, and improved customer engagement in contact centers.

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.”

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,” says 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. LiveVox was founded in 2000, and is headquartered in San Francisco with offices in Atlanta, Denver, St. Louis, Colombia, and Bangalore. |
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