Case Study: LiveVox achieves 360-degree customer insights and scalable self-service analytics with GoodData

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

LiveVox, a cloud-based CCaaS provider, needed to give customers deeper, self-service analytics across many data sources (voice, chat, email, CRM, WFM, speech analytics) while accelerating its own growth. The company sought an analytics partner to move beyond pre-packaged reports and deliver more actionable, multi‑source insights without forcing customers to build costly analytics infrastructure.

By embedding GoodData, LiveVox expanded its data model to provide a 360° customer view and easy drag‑and‑drop dashboards, plus lifecycle tools to manage and push workspace updates at scale. The integration improved reporting and self-service capabilities, increased customer engagement, reduced backend overhead, and helped LiveVox scale to 70+ clients over five years while delivering a fully scalable, easily managed analytics experience.

LiveVox

Brian Backer

Senior Director of Analytics