LiveVox Solutions | Business Process Outsourcing (BPO)
How Can You Change The BPO Game?
Leading a contact center means balancing CX, cost control, and KPI attainment. Find out how to meet the ever-changing expectations of your clients and the invaluable customers they entrust you with.
Flexible Technology That Helps You Grow
The right cloud technology makes it easier to bring on new clients:
+ Choose a platform with voice / digital / CRM / WFO in one
+ Ensure all channels / tools / data are 100% integrated
+ Evolve quickly / simply / cost-effectively without need for IT
Empower Your Teams With Workforce Solutions
Operating a BPO is complex, with different LOBs and performance goals:
+ Use cloud software with WFO to simplify value creation
+ Gain a 360° view of customer journeys / agent performance
+ Drill into specific clients, queues, and LOBs with QM / monitoring
Address Compliance While Boosting Performance
For many BPOs, the ability to meet client compliance requirements is key:
+ Make clients happy and engage more prospects in the cloud
+ Look for security certifications such as PCI / SOC-2 / others
+ Manage compliance risk / regulations without losing productivity
Empower Your Teams
Enhance Security & Reliability
Integrate Across Orgs
Address Compliance Risk
Automate Workflows For Better Results / Fewer Errors?
- Boost efficiency with pre-built scripts and automated workflows
- Orchestrate systems, data streams, modules, APIs, partners, and more
- Use virtual agents, webchat, advanced IVR, and 24/7 knowledge center
- Leverage automation to assist agents before / during / after interactions
- Analyze customer intents automatically with AI for actionable insights
See Why AI Equals ROI For Your BPO
Empower Your Teams To Connect & Collaborate?
- Make it easy to communicate / collaborate across any / all groups
- Track / manage escalations linked across departments / channels
- Implement collaborative tickets / real-time alerts / new accounts via tickets
- Employ speech analytics to understand agent behavior and optimize KPIs
- Boost on-the-fly staffing with overtime / VTO offers / collaborative schedules
See How To Empower Your People
Upgrade Systems / IT To Enhance Security & Reliability?
- Ensure you’ve been guaranteed always-on service and access
- Look for an end-to-end SLA, not just software / component-only availability
- Maintain optimal service / uptime even in an outage and disruption
- Make sure your CCaaS platform adheres to privacy and security standards
- Easily scale tech / staffing / etc. resources based on customer demand
See What Quality, Reliable Software Looks Like
Integrate / Unify Vital Data And Info Across Orgs?
- Choose tech that integrates with your (and clients’) existing systems / SORs
- Track program / dept / LOB-specific KPIs with a global view of performance
- Build AI-powered workflows based on customer attributes / interactions
- Automate other business processes and standardize protocols / contacts
- Understand quality / compliance at every level (agent to contact center)
See How To Drive ROI With 360° Data
Address Outbound Compliance Risk For Everyone?
- Gain total risk coverage spanning TCPA, CFPB, and other regulations
- Use proven compliance tools to manage engagement / attempts / consent
- Boost results with features like analytics / scripting / DNC lists
- Reduce risk / errors with built-in contact controls / consent tracking
- Make sure to address relevant rules at software and system levels
See What Performance-Driven Compliance Can Do
“LiveVox has played an important role for us as we have clients that want us to be able to engage with the same customer through different channels within a single campaign….We needed a unified platform to ensure that if someone responded to a text with ‘wrong number’ we didn’t try and call them later that same day. Having everything in one place was non-negotiable.”
— VP, Strategic Development, Business Servicer
“With LiveVox, our team was able to respond to the customer and interaction data and make changes with the team quickly… The ease of the LiveVox platform resulted in the best year of performance we have ever had for this project.”
— Anthony Baxtor, Dir. Customer Contact Mgmt., Alorica
“Before LiveVox, we couldn’t manage inbound and outbound contacts together, SMS, email and all these other things were on disparate systems. We had to build a ton of spreadsheets and we have a proprietary CRM, and we were trying to manage the workflows of people to manage inbound and outbound calling activity through all of these disparate systems.”
— Senior Director of Operations, Consumer Finance
The Contact Center Platform
That Helps You Turn Data Into Results
Keeping up with the pace of change in customer communications is a constant challenge. With LiveVox’s cloud contact center platform, you can redefine customer engagement and deliver game-changing performance.
Omnichannel / AI
- Meet Customers On Their Channels Of Choice
- Provide AI-Powered Self-Service Options
- Voice, Chat, SMS, Email, And More
360° Customer Profiles & History
- Full Picture Of Your Customers
- Sync Info Across Systems
- Update Profiles In Real-Time
Configurable Agent Desktop
- Single Pane Of Glass View
- Clean, Efficient User Interface
- Automatic Screen Pops
- Verify Consent At Every Step
- Tailor Campaigns To Preferences
- Profiles Automatically Update
- Collaboration App For Support Teams
- Simplify Access To Vital Info
- Agents Stay Connected Wherever They Are
Workforce Management (WFM)
- One Unified Workspace For Everyone
- Smart Data For Smart Staffing
- Adjust Schedules On The Fly
Business Performance & Analytics
- Real-Time Analytics Dashboards
- Data / Insights Refresh Every 2 Hours
- Access Over 150 Reports
Quality & Compliance Management
- Monitor 100% Of Interactions
- Custom Scorecards And Filters
- Reduce Risk Across Channels
Complete Product List
- Channels, AI, Contact Center CRM, WEM Tools
- Seamless Integration, Frictionless Experiences
- Highest Risk Mitigation And Data Security Levels
Easy Guide To Compliance-Focused CCaaS
Don’t think it’s possible to simplify compliance while also boosting performance? Think again.
How LiveVox Empowered a Leading Global BPO
BPOs continually seek innovative solutions to stay ahead of the curve.
Contact Center CX Opportunities And Challenges
Discover top CX challenges, performance comparisons, key building blocks, and benchmarks.
LiveVox’s Industry-Leading, End-to-End SLA
Learn how you can enhance your operation’s resiliency and reliability with our best-in-class SLA.
How To Use Digital Data To Optimize CX
Discover how offering digital channels unlocks key customer data and feedback to improve CX.
Guide To Leading Contact Center Teams
Explore best practices, skills, and checklists for successful agent teams at the office and at home.
For BPOs, The Right Partner Changes Everything
See how a Global BPO changed the game and drove payments with digital channels and LiveVox.
What Are Your Advantages With LiveVox?
Transform your contact center's performance with a proven cloud platform that's actually easy to use and optimize.
Billions of Omnichannel interactions powered every year
Trusted by game-changing clients for more than 20 years
Recognized by the industry's leading analysts
Fully-Integrated Public Cloud Platform
+ Unified Tools, Channels, And Data To Maximize ROI
+ Fast, Easy, And Cost-Effective To Scale And Optimize
+ Turnkey Omnichannel / AI / Analytics Out-Of-The-Box
AX Workplace Made For Contact Centers
+ Integrate It All, Including Agent Workflows, In One Screen
+ Smart, Simple, And Seamless Cross-Channel Interactions
+ Easily Push And Pull Data From Your CRM / Other SORs
Scalable, Flexible, Reliable, And Secure
+ 100% Public Cloud Infrastructure And 24/7/365 Support
+ Easily Configure Our Modules, APIs, And Growing Partner Network
+ End-To-End SLA / High Availability And Enterprise-Grade Security