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April 14, 2020

At-Home Options with LiveVox: March 16 Webinar Transcript

At-Home Options with LiveVox: March 16 Webinar Full Transcript

Below is the full transcript from a webinar that we hosted on March 16, 2020 as part of our Work from Home Series. 

“At-Home Solution with LiveVox” featured Jason Queener, Senior Director of Business Consulting, Boris Grinshpun, General Manager  of Digital Solutions, Paul McGee, General Manager of Contact Center Solutions, and  Larry Siegel co-founder and EVP of Development and Engineering here at LiveVox. 

Scroll down to 8:30 for information on how to secure alternatives to a VPN, 9:24 for information on detailed agent screenpops and protecting sensitive customer data. At 11:37 we go into detail about taking secure payments over the LiveVox Platform. 


(00:05) Stephanie Trinh:

Hello everyone. This is Stephanie from LiveVox headquarters in a very quiet San Francisco. Thank you all for joining our webinar today. I know this is a very timely manner. I still see folks trying to log in, so for those that joined early, thank you so much for doing so, and those who are trying to get in right now, we’ll give you about 60 more seconds.

(00:27) Stephanie Trinh:

For those who are with us right now, what you see on the screen, it’s just a precaution. We use a platform called GoToMeeting. If you haven’t heard of it, it’s like Zoom. We were just notified that they might be experiencing audio issues. We don’t perceive this to happen but just in case. We understand the importance of this topic and we will get a full recording with the assets to this webinar for all registrants within the next 24 hours, so this is just a precaution. We don’t foresee things happening, but we just wanted to get everyone a heads up. If you do have a colleague that’s trying to join in, if you haven’t been notified, the confirmation comes from GoToWebinar itself. It might be in your spam filter, so if you do have a colleague who is trying to log in right now, it might take about five minutes for them to get in. Again, we apologize, but we’ll be sure to get everyone a copy of this recording. Thank you again. We’ll get started in about 30 seconds.

(02:17) Stephanie Trinh:

Hello. Again, for the last few folks who just logged in, thank you for your patience. Thank you for those who joined in early. I think we will wait about 10 seconds for the last stragglers. We know this is a very hot topic. Again, we appreciate you joining in this trying time and we’ll get started shortly.

(02:35) Stephanie Trinh: 

Okay. With that, I still see a few folks, but in respect to everyone’s time, we’ll go ahead and get started. With that, I’ll turn it over to the speakers. Thank you so much.

(03:20) Peter Kyranakis:

All right, thank you Stephanie. So everyone, my name is Peter Kyranakis, I’m VP of Business Operations here at LiveVox and I appreciate everybody joining today to talk about a very prevalent topic and one that’s on the minds of everyone that’s on this call. Really the goal of today is to talk through some options that LiveVox can assist with around building out an agent work from home workflow and scenarios. Really this conversation is to get you guys thinking about options that are available within the platform. So I’ve got a couple of people here with me. We’re very focused internally on providing scenarios that can help our customers continue to operate their businesses and run their teams in an efficient manner.

(04:08) Peter Kyranakis:

So I’ve got a few members of what we call our COVID-19 task force here with us today. Jason Queener is going to join us, who’s Senior Director of Business Consulting, Boris Grinshpun, GM of digital Solutions, Paul McGee, who’s our GM of Contact Center Solutions, and obviously, Larry Siegel who’s our co-founder and EVP of Development and Engineering is going to join us today. So let’s get into it and let’s move to the next slide and let’s focus on what are some of the challenges that we’re faced with right now? So obviously, the effects of COVID-19 continued to evolve. I think we’re continuing to analyze and understand the impacts of this and what that means for the day to day operations of our businesses, and also what that means for how we can continue to move forward.

(04:59) Peter Kyranakis:

So obviously, that continues to be an impact day in and day out. We know that that means we’re going to have to shift to potentially a more remote workforce, and how to make that happen is one of the reasons we’re here today to talk about some potential options. We also understand that each of our clients have unique data security, compliance, and managerial concerns, so we want to take that in consideration as we think about options for this new workflow. Then for you guys just to feel a little bit better, we’re creating a team here at LiveVox that can help. So certainly this is the starting point where we’re going to talk about it and then we’re going to open it up for you guys to reach out to your client teams and have more in depth conversations about your individual needs and business purposes so that we can provide a solution that ultimately meets what you need to accomplish from your client’s perspective.

(05:59) Peter Kyranakis:

Then last, LiveVox is prepared as a platform and as an organization. We’ve got a pandemic plan that we’re in process with now. We’ve got remote individuals working across the country, and then obviously we have geographically dispersed data centers that put us in a great position to continue to deliver a high resiliency, high reliable service to you guys throughout this situation. So with that, I’m going to kick it over to Boris Grinshpun to begin to outline some of the solutions that the LiveVox application and platform can bring to help achieve some of the ultimate business goals that you guys are looking forward with potentially moving towards an at home agent workflow course. Boris?

(06:49) Boris Grinshpun:

Thanks Peter. Yep, thanks Peter. I appreciate it. So a couple of things first to consider for folks who are on the phone today. In order for you to mobilize a remote agent, there are really two options, and those two options are either having high-speed internet with a corporate VPM or just having a high-speed public internet access. So as long as your agents have access to any one of these two options, they’re able to log into the LiveVox platform and continue their voice or non-voice operations as you are utilizing with them today on the LiveVox platform. In addition to this, if we move forward to the next piece, what are the capabilities or what are the components that are necessary in order for your agents to connect to the LiveVox platform? As I mentioned before, high-speed internet being, of course, the primary option or the the primary point of connection.

(07:51) Boris Grinshpun:

The second, of course, is making sure that your computer or laptop has audio capabilities. In other words, that you can utilize your internet connection for voice traffic and of course, that you’re accessing this via modern browser. We, of course, support Chrome, Safari, and other modern browsers today, and those are the ways that you can actually connect with your at home agent into the network. I’m going to actually go forward one and I’m going to turn it over here.

(08:30) Jason Queener:

Yep. Hey, thanks Boris. This is Jason. So for the purposes of our conversation today, I’m going to really focus on the agents that have just standard high-speed public internet without a VPN. If your organization is fortunate enough today to have agents be able to log in remotely through a VPN, you’re really going to be in an experience that’s a lot closer to business as usual. So I’m going to focus on the alternate here and that’s the when the agent has public internet, does not have access to the system of record. So we as a team, have deployed a rapid deployment model so that agents can be operational even without that access to the system of record. So your agents at home can work at a level that you’re comfortable with from a security and an access perspective. As we go through this, there’s some very necessary modification, but they’re very simple, very quick to do.

(09:24) Jason Queener:

There are some updates and configurations that give the agents a more enhanced presentation of screen pop to handle conversations without sacrificing customer security or without needing the access to the data they may not have. Likewise, there are some slight updates to workflows so that you can route relevant calls to those qualified agents, those skilled agents that still may be in your contact center in a a limited access environment or to agents that may have VPN access at their home, so those more qualified, more skilled, more tenured agents. So let me talk through that with a couple of examples. Steph, can you go to the next slide for me? So what are some things that you can do today in a limited capacity of access? First and foremost, if you’re using HCI® today, those agents that are your clicker agents can go home immediately.

(10:18) Jason Queener:

They are in a situation where they are being presented phone numbers that are not accessible to anyone or apply to any specific customer. So there’s really no security limit or security risk to having those agents go home right now. The next step that’s a little bit more involved and a little more applicable to the large pool of your agents is to create what we used to call a transfer agent strategy. So giving your agent a workflow that provides them with as robust a screen pop as possible without, again, giving them very detailed, specific customer information like social security number that allows them to at least triage and screen or manage those simple and basic calls that do take up a lot of their day.

(11:01) Jason Queener:

Wrong numbers, hang ups, those sorts of things that that agent can still manage still terminate, still have an update to your system of record through the call detail report at the end of the day. That still allows them to keep continuing, using the understanding that hey, if they get a customer on the phone that has a need for escalation, a dispute, a payment, a problem with an order, whatever, they can then route those calls to your agents that do have the access required to finish those calls. I’m going to stop there and transition to Paul McGee to talk about some things that may be a little bit more enhanced than that.

(11:37) Paul McGee:

Thanks Jason. So as we look at this and you may already have or what you’re looking to do, we look at secure payment capture or screen recording. So as this transfer agent scenario goes and maybe you don’t have the ability to have transfer agents or somebody at home to take those that don’t have access to the system of record, you don’t have the ability to give people access to your system of record. You could set up straight payment capture. We partner with Billingtree and REPAY right now. If you have a partnership with them, we can allow you to take payments right through LiveVox. Just have to get through our setup process. You may already have secure payment capture and be ahead of the game a little bit and your agents can already go work at home and take payments right over the phone.

(12:20) Paul McGee:

For those that do have [inaudible 00:12:23] up and you do have people [inaudible 00:12:26] access to system of record but you are allowing them work from home, we can also set up screen recording for them so you can have visibility into what they’re doing. It can be [inaudible 00:12:36] on [inaudible 00:12:37] they’re being [inaudible 00:12:39]. I think that’s part and parcel for the scenario, that they know that they’re being watched even though they’re at home, that you can check what’s going on, that you can share the screen recording with them. So we have those two right up off the top of the bat that are easier to turn on than the next one, which is Contact Manager. For those of you who have already enabled Contact Manager, you have much more flexibility then just a standard screen pop. A hundred fields that you can get in there that they can really give your agents more information that can get in the standard screen pop.

(13:12) Paul McGee:

For those of you who haven’t, this is the time to, again, look at and remember that this is why you want to be in Contact Manager so that all of these things can sit on top of it. I want to make sure that you understand that they’re available for you, but for me it’s secure payment capture and screen recording are available pretty close to immediately if you’re partnered with Billing Tree and REPAY, screen recording regardless of who your partnered with, and we can help you get that set up so that you can feel secure that your agents are at home and not getting credit card information and/or watching them [inaudible 00:13:41] system of record. I’m going to pass on to Peter, I think, to close this out.

(13:45) Peter Kyranakis:

All right, thank you Paul. Moving to the next slide, so obviously we realize that there’s a lot of uncertainty right now and there’s potentially a lot of options being thrown around for you guys to consider. I think one of the things I want to encourage each of you to do is to reach out to your account teams and have conversations about your particular situation, about your particular needs, so that we can begin to think about solutions that we can implement rapidly to help you move to a more work from home workflow, more work from home agent workflow and scenarios. So again, I think the point of this conversation was really to get you guys thinking about some options that are available within the LiveVox solution that we can implement quickly and start the discussions internally within your operations to understand how we can help you ultimately meet your goals if you decide you want to begin to operate a work from home agent workflow and scenario.

(14:51) Peter Kyranakis:

So again, we will be recording or this has been recorded with the expectation that we will make this available to the larger audience. We certainly appreciate you guys taking the time and listening to the options that we have available today within the platform.

(15:14) Stephanie Trinh:

Thank you Peter, thank you team, and thank you to our partners who are joining us today in this trying time. The city’s very quiet today as I’m sure others are. I do see a slew of questions that are coming in and to PK’s note, please contact your account manager to learn more about this and the tools that are available to help you not only get started but also some tools that are available to ensure that you can minimize the impact such as QM tools. There are a slew of them, but for now, please, I knew there are questions and we will get back to them. I am monitoring them right now.

(15:52) Stephanie Trinh:

If you would like to spend a few minutes and submit your questions on this platform you can, but, again, the best way to do is to contact your account rep directly and they can walk you through this process. More information on this topic will be coming in the next couple of weeks, so we do ask that you keep an eye out for our alerts and our emails and our communication with you as we provide more information on how we can best help you mitigate the impacts of the trying times. So once again, thank you. The recording will be available tomorrow for all that’s registered and will be available on other platforms such as the internal platform where you get your assets. Thank you again. We will be in contact.

About LiveVox

LiveVox is a leading provider of enterprise cloud contact center solutions, managing more than 14+ billion interactions a year across a multichannel environment. With over 15 years of pure cloud expertise, we empower contact center leaders to drive effective engagement strategies on the consumer’s channel of choice. Our leading-edge risk mitigation and security capabilities help clients quickly adapt to a changing business environment. With new features released quarterly, LiveVox remains at the forefront of cloud contact center innovation. Supported by over 450 employees and rapidly growing, we are headquartered in San Francisco with offices in Atlanta, Denver, Bangalore, and Colombia. To learn more, schedule a demo today.

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About LiveVox

LiveVox is the only one-stop-shop for true omnichannel engagement that unifies modern channels, CRM, and WFO functionality into a single cloud customer engagement platform. Facilitating over 14B interactions annually, LiveVox makes omnichannel easy by unifying all conversations and interactions in one place. Founded in 2000, LiveVox is headquartered in San Francisco with offices in Atlanta, Denver, St. Louis, Colombia, and Bangalore.

To learn more, visit www.livevox.com or call one of our specialists at (844) 207-6663.

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