Screen barging is an agent and quality monitoring capability that allows contact center managers to drop in on live interactions.
S
The Latest Trends and Thought Leadership for Contact Centers
Check out all the insights and innovations happening in today’s modern contact center.
Screen Pop
Screen pop in a contact center shows relevant customer info on an agent’s screen upon receiving a call or interaction.
Screen Recording
Screen recording tools record agent screens to monitor call center customer interactions and provide complete visibility on agent-customer relations to help drive performance,
Secure Payment Processing
secure payment processing is an identification and authentication measure used to protect customer PII (private identifiable information)
Security
Security in contact centers protects sensitive customer info, maintains data privacy, and ensures interaction integrity.
Sentiment Analysis
Sentiment analysis uses machine learning algorithms to automatically gauge conversations for their sentiment.
Sentiment Score
Sentiment scores are a metric for measuring customer sentiment. Sentiment scores can range from 0-100, where 100 is the most positive possible outcome and 0 is the least.
Services, Call Center
Call center services are solutions that a call center provides for companies without an internal call center of their own.
Short code, SMS
A shortcode is a five-digit number assigned by cellular network carriers that allows for high SMS throughput. Short code SMS is ideal for mass text blasts
Single Pane of Glass
Single pane of glass refers to a business solution that integrates data from multiple sources and presents it in one unified visual display.
Contact Center Trends & News
Stay informed with our CX Leader Newsletter:
About LiveVox
LiveVox (Nasdaq: LVOX) is a proven cloud CCaaS platform that helps business leaders redefine customer engagement and transform their contact center’s performance. Decision-makers use LiveVox to improve customer experience, boost agent productivity, empower their managers, and enhance their system orchestration capabilities. Everything needed to deliver game-changing results can be seamlessly integrated and configured to maximize your success: Omnichannel Communications, AI, a Contact Center CRM, and Workforce Engagement Management tools.
For more than 20 years, clients of all sizes and industries have trusted LiveVox’s scalable and reliable cloud platform to power billions of omnichannel interactions every year. LiveVox is headquartered in San Francisco, with international offices in Medellin, Colombia and Bangalore, India.
To stay up to date with everything LiveVox, follow us @LiveVox, visit www.livevox.com or call one of our specialists at (844) 207-6663.