Industry Expertise | BPO
Stand Out From Your Competition By Delivering Greater Value
Customer experience is the key differentiator for contact centers in today’s marketplace. So, the ability to deliver an outstanding one on behalf of your clients is a competitive necessity. By equipping agents, supervisors, and high-level decision-makers with powerful tools and insight, LiveVox’s platform empowers Business Process Outsourcers (BPOs) to meet the ever-changing expectations of their client’s customers. Our rapid deployment model, quality management capabilities, and ROI-driven engagement help BPO’s remain competitive and profitable.
Case Study
BPO Increases Revenue By ~50%
Read how LiveVox helped a BPO evolve and generate new ways to increase revenue with a simplified and compliance-focused approach to digital channels.
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A comprehensive omnichannel solution
Our cloud-based platform can be deployed rapidly without the need for lengthy and expensive integrations and is designed for use without a heavy reliance on IT. Our Voice, Messaging, CRM, and Workforce Optimization capabilities are fully integrated through a unified data model and accessible via a single, easy-to-use platform.
For agents, whether they are in-house or remote, that means being able to have secure conversations with customers on their desired channel, while being armed with the information needed to make those conversations meaningful. For decision-makers, it means having access to the insights and tools needed to make, and implement, informed strategic decisions that will drive the bottom line.
Learn more about LiveVox’s next-generation platform.
An easier way to drive performance
Operating a BPO can be complex with different business lines and performance goals across several contact center locations and agent teams. Our WFO solution simplifies how you create value by providing a 360-degree view of your operations and with centralized quality management and monitoring tools such as:
- Business Intelligence (BI) and performance analytics
- Call and screen recording
- Agent scheduling
- Coaching and eLearning
- CSAT
- Agent scorecards
- Speech analytics.
Learn more about how our WFO solution can enhance existing processes and give decision-makers the time and information they need to create efficiency and implement strategic decisions.
Less risk, more reward
For many BPOs, the ability to meet their client’s compliance requirements is a key selling point. LiveVox’s platform helps address this and enables you to engage with more customers while meeting TCPA, CTIA, CFPB, PCI, and other regulatory considerations with capabilities such as:
- A battle-tested TCPA solution
- Embedded multichannel consent functionality
- Comprehensive contact attempt controls
- A PCI-DSS certified platform.
Clients also benefit from over 20 years of LiveVox expertise in supporting contact centers in highly regulated segments. Learn more about our approach to compliance.
Why Choose LiveVox?
Better Customer Experience
Agents engage via configurable workflows in tailored desktops. The tailored desktops have the benefit of key consumer profile information and interaction history, to provide superior customer experiences.
One Unified Platform
All LiveVox capabilities are accessed via a single, secure, cloud-based platform, allowing for a seamless experience for agents, supervisors, and decision-makers.
Easy Integration
Supplement rather than replace your existing systems of record and CRMs via our open APIs so agents get up and running quickly.
Reduced Total Cost of Ownership
Drive performance and stay on top of security requirements while also reducing operational and capital expenditures.
Mitigate Risk
Comprehensive compliance controls including consent and revocation management as well as CTIA industry guide and TCPA and CAN-SPAM regulations.
Customer Channels of Choice
Engage with customers in the places they want to be including Voice, Email, SMS, and Web Chat and unite all conversations.
