Workforce Engagement Management (WEM)
Expand Productivity And Compliance In Your Contact Center
LiveVox’s WEM gives you easy-to-use tools to support compliance, performance, and quality in an omnichannel environment, all controlled through a single, unified interface.
Make smarter, faster, data-backed decisions for your contact center, establish effective and efficient quality monitoring and management processes, and provide objective, detailed feedback and targeted training and coaching programs to your team.
- Capture 100% of interactions, wherever your agents are
- Easily search, play, score, and report on all customer engagements
- Quickly automate schedules while balancing shift rules, work hours, breaks, off times, and the skills of your personnel
- Access 360-degree views of your operation across performance, compliance, business outcomes, and more
- Effectively create a coaching and e-learning process that grows and strengthens your organization
- Create and implement post-call Customer Satisfaction (CSAT) surveys to understand the sentiment of your customers
Discover how LiveVox helps maximize your contact center’s performance.
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The LiveVox Platform
Support compliance across all channels
Make better business decisions using data-driven insights
Gather unprecedented insight about your whole operation to inform transformative operational and training strategies. Power smarter, faster, data-backed business decisions for your contact center, with simple, integrated solutions that don’t require costly and time-consuming integrations.
Empower your agents to learn and improve
Establish effective and efficient quality monitoring and management processes in your organization and then use our integrated, intuitive tools to provide objective, detailed feedback and targeted training and coaching programs to your team.
Agent Scheduling
The LiveVox Agent scheduling tool allows you to automate schedules by balancing shift rules, work hours, breaks, off times, and the skills of your personnel. You can distribute the schedule to your whole team within the platform, introduce real-time updates, and enable your staff to swap shifts independently.
Learn more about our agent scheduling capabilities.
Business Intelligence (BI) and Performance Analytics
As part of the unified data model, our Business Intelligence and Performance Analytics tool allows you to overlay data from every channel, every agent, every customer, and every interaction giving you a 360-degree view of your operation across performance, compliance, business outcomes and more. You gain immediate access to 150+ out-of-the-box reports. Custom reports can be created easily, via a user-friendly drag and drop interface.
Learn more about our Business Intelligence and Performance Analytics solution.
Call and Screen Recording
Capture 100% of interactions, wherever your agents are based. Easily search, play, score, and report on synchronized call, screen, and multichannel recordings, and drop in on calls live. Recordings are securely stored in the LiveVox cloud and are accessible and distributable intraday via any modern web browser.
Learn more about our call and screen recording solution.
Coaching and eLearning
Create a coaching and eLearning process that is bespoke to the needs of your business. Training and eLearning programs, call recordings, and performance reports can be distributed within the platform. Agent’s acknowledgment and completion of these coaching tasks are trackable, wherever they are based.
Learn more about our eLearning capabilities.
Customer Satisfaction
Easily create and implement post-call Customer Satisfaction Surveys (CSAT) to understand the sentiment of your customers, from a macro to micro-level. Because all data on the LiveVox platform is unified, you can overlay scores with other relevant metrics to understand CSAT in relation to other factors.
Learn more about our CSAT solution.
Quality and Compliance Management
Embed a cycle of monitoring, reporting, coaching, and training into the workflows of your contact center to constantly improve and iterate on your performance, compliance and quality standards. LiveVox offers the tools and expertise to help you work towards a quality management process that automatically monitors and scores 100% of all interactions on all channels.
Learn more about our Quality and Compliance Management capabilities.
SpeechIQ®
Automatically monitor and score 100% of your agent-customer interactions with this advanced speech analytics tool. All voice and digital interaction recordings can be accessed and played-back intraday alongside transcripts, and are searchable by any keywords or themes. Call data is presented via highly-intuitive, visualized reports, allowing you to use all of your interactions as an unprecedented source of insight for your business.
Learn more about our speech analytics capabilities.
Our Customers
Our customers use LiveVox’s easy-to-use contact center platform to deliver exceptional agent and customer experiences while reducing compliance risk.
“Nobody touches our members or impacts the profitability of my organization more than LiveVox. It’s low cost, highly effective, easy to use, and lets me focus on teaching my staff how to run the business. So many of our members are world travelers, and now we can reach them wherever they are.”
—Anthony Warden | VP of Contact Center, Texas Dow Credit Union
“Prior to LiveVox, we were using several different applications across voice, email, and SMS. With LiveVox, all of our channels are on a single platform, providing our agents with the insight they needed to immediately identify and service the customer, regardless of the channel.”
—Tom Nusspickel | COO, American First Finance
“LiveVox was key in helping us to adapt not only by making the shift to work from home easy, but also the incorporation of new channels. Their ability to provide flexibility for us as a business allows us to pass that on to how we service patients.”
—Nathan Allen | Senior Vice President — Eligibility Practice Team Leader, MedAssist
Why LiveVox?
Learn why leading contact centers chose LiveVox for their Omnichannel, CRM, AI, and Workforce Engagement Management solutions.
Frictionless Agent & Customer Experiences
Easily improve customer service and shift customer engagement between voice and digital channels while unifying all interaction history, customer profile information, and controls into a tailored agent desktop that improves effectiveness and speed.
One Unified Platform
All LiveVox contact center operations are accessed via a single, secure cloud-based platform, allowing for a seamless experience for agents, supervisors, and decision-makers.
Comprehensive Risk Mitigation
LiveVox simplifies risk management with embedded compliance controls spanning CTIA, CAN-SPAM, CFPB, PCI, and other compliance-related considerations.
Easy Integration
Supplement rather than replace your existing systems of record and CRMs using our simplified API approach, so agents get up and running quickly.
Reduced Total Cost of Ownership
Drive performance and stay on top of security requirements with a TCO model that also avoids unnecessary technology, minimizes the need for costly professional services, and offloads security costs.
A Partnership You Can Trust
LiveVox contact center solutions will support your unique business goals with a continuously evolving platform, in-depth training, dedicated account managers, our Customer Care Team, and Business Consulting sessions.
Certifications
LiveVox is proud to be both PCI and SOC 2 Compliant.
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