On-Demand Webinar: Top Quality Management Tools to Enhance Compliance and Accelerate WFH Performance
Good morning, everyone. This is Lindsay with LiveVox. Thank you all for joining today’s webinar, Top Quality Management Tools to Enhance Compliance and Accelerate Work From Home Performance. It looks like we have about two minutes until the top of the hour, so we’re going to give folks a few more minutes to join. But thank you all who have joined early. We’ll get started soon. Thank you.
Good morning, everyone. This is Lindsay again with LiveVox. It is 9:01 Pacific time. It looks like we have a few more folks who are dialing in. Going to give them 60 more seconds before we kick it off. But in the meantime, I would like to do a quick soundcheck. Jason Queener, are you out there?
Jason Queener (03:33):
Hey. Good afternoon, Lindsay.
Good afternoon. Nick Morris?
Nick Morris (03:40):
Hey. Good afternoon. This is Nick.
Awesome. All right. I’m going to give it 30 more seconds and then we’ll begin. Thank you all again for joining.
All right. It is 9:02 Pacific time. To be considerate of everyone’s time, we’re going to go ahead and kick it off. Thank you all again for joining today’s webinar, Top Quality Management Tools to Enhance Compliance and Accelerate Work From Home Performance. This webinar is being recorded, and we will be sending out the recording and presentation after the fact for you guys to share with your colleagues. On that note, Jason Queener, going to kick it off to you, Jason.
Jason Queener (05:00):
Hey. Thanks, Lindsay. Welcome back, everyone. A little housekeeping here before we get started. There is a place for you to ask questions in the GoToWebinar panel. So if you have any questions that come up that I don’t address as we get to the slides, please enter them in there and we will get to them when we wrap up. We have an hour on the books here today. I seriously hope for all of us that we get us out of here a little bit quicker than that and give you back a little bit of your time.
Jason Queener (05:30):
Let’s get into it real quick. Joining me today will be Nick Morris. He’s our senior director of workforce optimization. For those of you that don’t know me, my name is Jason Queener, and I lead our business consulting team.
Jason Queener (05:43):
Let’s go ahead and hop into the content. Most of you have probably seen an iteration of this slide before, but just a quick checkpoint of where we are. We are fortunately seeing the world back to some sort of level of back to the office. Most states are not there yet. Some of you are already starting to explore getting those agents back. But I think what we can all agree on is that again, operating with a remote workforce may continue to be if not a necessity, a nice to have. I would say at this point, every single one of our customers has proven that not only does work from home, is it possible, but it’s also beneficial and productive.
Jason Queener (06:28):
With that, you’re still needing to meet those same standards that your customers have expected of you over the years. But that’s difficult when your agents are miles away instead of feet away. So it’s not as easy to stand up and see and interact with that agent that was steps away from you before to understand the performance that they were delivering.
Jason Queener (06:54):
Manual processes to understand that quality and compliance are even more challenging, again, from a remote perspective and from a time perspective, right? We’re all becoming busy and busier. A lot of us have met this challenge by reducing headcount. So we’re asking those people that are left to do more.
Jason Queener (07:11):
It’s also very difficult to provide feedback, and coaching, and training when you have agents that may not be in the building. So as always, we’re here to help with that. We’ll leverage our expertise any way we can. Today, Nick’s going to go through a lot of that content with you.
Jason Queener (07:26):
Let’s hop to the next slide and let’s just get into it. Something that’s really changed in the past few years specifically is leveraging speech analytics, giving you a very high-level view of your business. Leveraging speech analytics to do things like legal disclaimers, policy adherence, and branding. I’m going to talk a little bit about that when Lindsay hops to this next slide.
Jason Queener (07:52):
You can really use speech analytics, and I’d like to think about it if you’ve ever seen those shows about gold mining. Speech analytics is something that you can use to really take that top 40 feet of dirt away, right? Automatically monitoring 100% of your calls, creating scorecards to design that way, and then understanding that your agents are delivering and hitting those key requirements that you’re asking of them. For example, are they branding the calls correctly with your company’s logo or your company’s message? Are they delivering any sort of mini Miranda or legal disclaimers that they have to give? Right? Are they giving that customer a thank you, goodbye? Are they hitting those very basic things that you expect on every single phone call?
Jason Queener (08:39):
Leveraging automated scorecards to do that for all of your cards really allows your QM team to focus on the specific calls and outcomes that they can give precise coaching and training on. So being very surgical about knowing, “I know you’re hitting the minimum requirements and expectations I have of you. Now I’m going to go in and look at exactly what we can do to make you a better performer for your customers.”
Jason Queener (09:04):
I’m going to pass this to Nick, and Nick’s going to talk about what that looks like once you’ve kind of skimmed off the heavy lift that speech analytics can give to you. Nick?
Nick Morris (09:11):
All right. Thanks, Jason. Yeah. Speech analytics is a great way to gain insight into the contact center. We’re really excited to have it as part of the LiveVox solution portfolio. The solutions that we’re going to talk about today are really designed to meet your contact center really wherever it is on that workforce engagement journey. This isn’t a big bite for a contact center to take on. We can meet you wherever you are. If you’re scoring calls and you want to start bringing in integrated E-learning or maybe omnichannel, or you’re there and you want to build on business intelligence, Jason’s going to take you through some of the BI capabilities, ultimately speech analytics. These solutions can be implemented as you’re evolving along this process here.
Nick Morris (09:56):
Next slide please. Again, these solutions are all about improving quality and the performance of the contact center. But it’s not just about improving or one-time improvement. We want to really develop a cycle, a repeatable and measurable process for improvements, right? We want fundamental, quality processes. We want to be tactical and precise in our scoring, and our coaching, and our feedback. We’re going to talk about some of those tools that’ll get you there.
Nick Morris (10:25):
Again, if you just jump in with speech analytics without a solid quality management fundamental, you’re going to diminish the ROI of that speech solution. So it’s important to build out this holistic process, right?
Nick Morris (10:38):
First, it all starts with obviously capturing the customer conversation. We all are very familiar with voice recording, but in today’s world, we need to make sure we’re also including SMS, chat, email in that capture solution. So make sure you’re capturing all that data so that could be passed in your quality management solution. Also, we want a screen recording. Obviously, work at home is a big topic right now. Everybody’s transitioning to that working at home. So we can no longer walk through a contact center and kind of spot check or get a sense of how people are doing on these calls by looking at their screens. We need to be able to leverage screen recording. All those come together to kind of build that full view of those customer conversations.
Nick Morris (11:23):
Number two there, obviously we need to score those interactions. So having effective scoring technologies, being able to self-service evaluation forms, being able to do different scoring methodologies. Maybe you have a customer that has a certain way, and you want to be able to still measure your agents a different way internally. So scoring that information, passing that information off to a business intelligence tool so you can get broader views of the trends that are going on in your contact center.
Nick Morris (11:52):
Then lastly, the most important piece, we’ve lost a lot of our face-to-face communication that we had in the contact center, so we need to provide all that feedback to the agents remotely. Feedback, coaching, training all need to happen remotely and ideally, intraday, right? You don’t want to wait for a call to come into the quality management system overnight, you score it 24 hours later, you email it off, and then you hope they look at it in a week. You want to be able to get that feedback precise and out to the agent as quickly as possible.
Nick Morris (12:27):
Next slide, please. I mentioned screen recording. This is something I think a lot of us are already familiar with, but this becomes more important in work at home, right? This tells the whole story from the agent side. So we want to make sure we’re recording that entire agent desktop, not just the browser. We want to see what’s coming up in their system tray during a call that might be distracting on what non-browser tools are they using? Are they putting PCI information in Notepad that they shouldn’t be? So really understanding how they’re using the tools and what’s going on with that agent workstation during the customer conversation is essential, so you can tie it back to that audio and understand what’s really going on.
Nick Morris (13:09):
Wrap work is important. We want to see-
Jason Queener (13:12):
Sorry, sorry, Nick. I had a quick question for you here.
Nick Morris (13:14):
Yeah, yeah. Sure, sure.
Jason Queener (13:16):
The speaker agent playback visualization there. In my opinion, it shows you potential big gaps in conversation. Companies, are they leveraging that portion of this tool to be able to coach and train their agents on their workflows?
Nick Morris (13:37):
Yeah, I mean, you can look at a long gap of silence, slide over to that gap, look at what’s happening on the screen, and identify maybe they’re struggling with a workflow. Maybe they have a technology issue. Maybe they’ve transitioned to work at home. They don’t have enough bandwidth, the knowledge base is slow, VPN issues. All those things come through when you kind of look at that waveform and analyze it that way.
Jason Queener (14:00):
Nick Morris (14:03):
Yeah, so wrap work. Obviously, seeing how effective they are finishing off that call, right? That’s something you can get where the audio call is going to be done. You want to record a minute, two, whatever that is in your workflow to make sure that they’re closing off the CRM correctly, finishing up the records, setting that call disposition code the way it should be.
Nick Morris (14:25):
Agents kind of see this technology as Big Brother, it’s a lot more than that, right? Watching how agents perform their work can uncover a lot of workflow issues, can uncover technology issues, they can uncover misusing the tools themselves that really are just training issues or, again, technology issues. A lot of times, at LiveVox, we solve problems about IVRs, right? Customers complain that “Hey, I already put my customer number in the IVR, and the agent doesn’t have it or not seeing it.” Are they trained in how they should get it? Are they using the knowledge base effectively? Are they having to contact switch out to another knowledge base, and even having to log in? Is there a gap in a single sign-on tool? This is a full view of what’s going on in the contact center with that agent.
Nick Morris (15:13):
Next slide, please. I mentioned increasing the number of conversations captured, right? We can only inspect what we have audio screen omnichannel data to inspect. So we’re going to increase that number of conversations, but we’re not most likely going to increase the number of our quality management staff.
Nick Morris (15:33):
So we need to do a couple of things. We need to make sure that we’re focusing on the conversations that matter. You can’t just go into a search box and start selecting agent names or selecting times of days or dates and get a real view of what’s going on. You need to use workflows that can build queues for your quality management staff to review, right? So no searching for random calls, but build them on a focused list based on the goals of your contact center, right? So if you have new agents, maybe you want to make sure you’re listening to 10 calls a week for new agents, where veterans are only two calls per week. Whatever those numbers are for the agent side as you’re rolling out new services, you want to focus on those. Maybe you have some new programs, new promotions. Bubble those to the top to make sure you’re getting a good view of what’s going on in the contact center. Because again, you don’t want to be just scoring good calls. You want to find the calls that are outliers. Average handle time, information like that.
Jason Queener (16:39):
Nick, historically, one of the big search tools or most common search tool has been, “All right. Just let me search for the right party contacts.” What do you see out there kind of as best practices from ways that people are kind of leveraging these workflows outside of just, “Give me my right party contacts to listen to.”?
Nick Morris (16:59):
Yeah. I mean, there’s a lot. I mean, obviously, the agent names. Yeah, right party contacts are one. But looking at long duration calls. My average handle time is seven minutes. I want to find all calls that are greater than 10, or greater than 15. I want to look at specific disposition codes like a lost sale, promise to pay, refusal. What’s that call outcome? I want to listen to more of those. Either that’s maybe an issue with the quality, or maybe something’s going really well there and I need to make sure I’m replicating that. You also have agents that are struggling. So make sure those agents that are already performing low, you’re continuing to follow up and scan those agents to make sure they’re proven.
Jason Queener (17:42):
Yeah. Yeah, that’s kind of what I was thinking. One of the things that I didn’t touch on with the automated scorecard and speech analytics is it’s going to find those calls that you would never find typically in using a kind of… Even a workflow, right? We had a couple of customers that use speech analytics to identify agents that were taking payments they weren’t supposed to take, by logging them under a false termination code. So peeling off those flags and those indicators really help you from just being lucky and maybe stumble upon it with a workflow like this.
Jason Queener (18:19):
Thanks, Nick. One more question-
Nick Morris (18:21):
Next slide, please. Yeah, go on.
Jason Queener (18:23):
Yeah. Actually, I’ll save it. Go ahead. Thanks.
Nick Morris (18:26):
Okay. Next slide, please. Yeah, so we’re doing better scoring, we’re finding the right calls. Jason’s mentioned in analytics, really uncovering the real issues in the contact center. But we can’t sit down and coach face-to-face or provide feedback face-to-face. So you could send it via email, you’d lose all track, you could do it a number of ways. But really, you want to look for some integrated ways to communicate training, and coaching needs, and measure. Are they getting it and is it impacting my performance improvement?
Nick Morris (19:01):
Next slide, please. It starts with getting a full review of the conversation with the customer in front of the agent as quickly as possible. Effective scorecards are going to measure what’s going on in that call, it’s going to measure really against the goals of the contact center. But when you can add in more coaching, you can really help the agent understand what those goals are more than you can with just a scorecard saying, “Yes, no, meets expectations, exceeds expectations.”
Nick Morris (19:32):
In the top there, you see that waveform again that Jason mentioned a few slides ago. Adding coaching tips along that waveform really provides that context-specific coaching of, “Hey, at this point in time, you could improve here,” or, “At this point in time, it’s great.” So the agent’s going to have access to this. They’re going to be able to listen to their audio, watch their screens. As they’re listening to the audio, comments are popping up saying good, bad, more of this, less of this. Much more effective than just that score itself. The score itself is still important, but adding comments per question is important to get them to understand why they scored, so they don’t feel like they were treated unfairly. They may be misunderstanding the goal there. So you can add context-specific questions, specific comments, as well as obviously the overall form.
Nick Morris (20:27):
As you get all this package together, you spend a lot of time. You’ve got all your coaching in there. You want to send this immediately over to the agent. So being able to send this, get it right on their desktop immediately is very important. So if you do have an issue with an agent, they’re receiving feedback as quickly as possible. They’re not going out to another tool. They’re seeing that something showed up in their work queue. They’ve got some time to review it. They can review it, listen to the call, and see the comments.
Nick Morris (20:56):
Once you send that out to that agent, you want to make sure that all that time and energy was actually consumed, they understood it. Agents can acknowledge, kind of complete that loop and say, “Yeah, I read it. I heard it. I understand it. I’m going to acknowledge the scorecard and kind of close the loop on that.” If it’s enabled in the system, you can enable dispute resolution there. So you can say, “Hey, as an agent, I disagree with this. I want a third party to review the score.” So a very effective way to remotely score calls and get them in the hands of the agents.
Jason Queener (21:33):
Hey Nick, I really like the… If we could go back real quick. I really like that you can tag your comments to a specific portion of the call, especially if your agent is works from home. Because it takes any ambiguity or confusion out of the feedback, and it gives that agent precise notes on precise comments. So it really takes away the confusion that is not quite as common when you’re face to face with that agent.
Jason Queener (21:58):
I had a question though that I’m glad I saved for this slide. This is a voice example, but can the same evaluation be done on a digital channel like a two-way SMS conversation as we talked about last week?
Nick Morris (22:10):
Yeah. If you’re using any of those LiveVox omnichannel tools, right? SMS, email, chat. It comes into a quality management tool, and you have access to that whole conversation. You can see agents and the customer have that conversation.
Nick Morris (22:26):
You bring up a good point, Jason, that you’re not going to score an email like you would a voice call, right? In an email, we care about proper subject, proper greeting, good grammar, good spelling, proper closure. Obviously, none of that applies to voice. It’s a completely different skill set when you’re dealing with text-based communication. So you want to set up your scorecards to be more focused on the channel that you’re reviewing at that time.
Jason Queener (22:57):
Yeah, that makes total sense. Thank you.
Nick Morris (23:02):
Yeah. Here’s an example of E-learning, right? Comments and scores, they can only do so much, right? You’re sending a scorecard, you’re sending a score. You did 55 out of 60. A lot of comments. That closes a lot of it, and gives a lot of information about the agent. But you also have to take it up a notch some time to do E-learning. E-learning’s not just for a coaching or a post-call evaluation. It can be leveraged for bringing new employees in. Obviously, we can’t have a lot of face-to-face training. So having an employee sign in to the system on their first day and be presented with 20 documents they need to work through.
Nick Morris (23:40):
Everything in E-learning Library has an assigned time to get it completed. For instance, a compliance document, you may have a few more days. Because you might just be upgrading some of your compliance documents, but the training materials as you’re onboarding, those may have to be completed in 24 hours. So bringing that information into them, pushing it right to their agent desktop. Again, you’re not training them on day one, “Hey, here’s an E-learning solution, and here’s this other solution.” It’s all coming into their agent desktop.
Nick Morris (24:12):
This is obviously… The E-learning documents can be Microsoft Office documents, PDFs, and videos. We can actually add in conversations with customers from the platform into the E-learning system. So this can be done at the time you’re scoring a call. You’re listening to a call, and maybe you hear a common pitfall that an agent falls into. You can go ahead and add that audio and screen recording into the E-learning Library to say, “Hey, this is an example of something that happens a lot. Here’s how we recommend working through it.”
Nick Morris (24:43):
In this example here, you see some excellent use of the knowledge bases or excellent examples of call recording disclosures. Go ahead and put those in the library, so you can send those out to agents that are struggling with specific situations.
Nick Morris (24:57):
Again, more effective than just emailing, because you can track that they get these assets and that they consume them. So an agent will go ahead and receive this information. They have maybe 48 hours, 72 hours to complete it. There’s a little discussion inside the tool. But if they have questions, they can kind of ping back and forth with their manager. So again, a highly effective tool for remote workers.
Jason Queener (25:25):
Nick Morris (25:25):
How do we track it all? Yeah.
Jason Queener (25:27):
Yeah, sorry. Can you go through-
Nick Morris (25:28):
How do we track it all? Yeah. Here’s kind of the manager view, right? A manager is sending out all sorts of information, right? They have sent outs, completed evaluations to agents, they’ve scheduled coaching tasks, they’ve sent out E-learning to their agents, and it gets overwhelming. Again, if you’re doing this via email, it would be completely untrackable. So they’re presented with a desktop here where they can see assigned, overdue, and completed tasks for their agents. And kind of track, how are they doing right now? Right? Do they need more time? Do they need more coaching? Who do I need to reach out to?
Nick Morris (26:03):
This is important because it’s not only about sending that information out, it’s also tracking how effective it is. If agents are going through the program, completing the training, and you’re not seeing improvement in a certain area, you have to change tactics there. So this kind of completes that whole method of kind of coaching and training them with the E-learning tool here.
Nick Morris (26:28):
Jason, I’m going to pass it back to you. You can kind of show us some BI slides.
Jason Queener (26:33):
Yeah, great. Nick, that’s really good stuff. What I like the most about the E-learning with the timelines is you really give an agent kind of that flexibility and accountability to consume the data at their own pace. Obviously, not everyone learns the same, so it’s really nice to be able to say, “Hey, listen, here’s your feedback. Here are some tips for you.” So that they can then maybe take some time and go back and consume that when they’re ready. It’s just again, positive affirmation from the feedback they got. Again, with them being remote, it just makes it much, much simpler to give that information. Thanks for going through that, Nick.
Jason Queener (27:09):
Let’s hop into the next portion here. We’ve talked about all this data we have, right? We’ve done all these scorecards. Now what you can do is you could consume that data into your performance analytics tool, and you can start to get a real holistic view of how your enterprise is doing on your quality management, how teams are doing, how specific agents are doing. So you can really start to understand the relationship between quality scores and business outcomes.
Jason Queener (27:37):
You can see on this graph, for example, I’m trending month over month scores. I can do that by category types. You see on this example here, I can do this by, “All right, show me these evaluation scores by category or by a segment of the call. So I can see if we’re making improvements on openings, on greetings, on branding, on negotiation. I can do all of that.
Jason Queener (28:04):
This data is really not only showing you how your agents are doing, but it’s really a representation of the coaching and the feedback that your managers and your QM teams are giving to those agents, right? So you can track, “Okay, are our QM scores going up?” That’s usually a product of a couple of things. Agents are getting more experienced and they’re getting better at coaching. So this sort of evaluation, this sort of analysis really gives you that view into tracking what your coaches and your contents are providing to your agents.
Jason Queener (28:34):
Let’s hop to the next slide here. Then obviously from there, you can start to drill down specifically to agents, right? You can deal with the agents and say, “All right, I want to look at Nick Morris. I want to see how Nick is doing compared to his peers month over month, call type by call type.” If Nick is completely flat from December to May, and his peers continue to grow, I know I have an opportunity with Nick. If I’m seeing no improvement for my entire enterprise, I know I have an opportunity to change or modify my coaching and training.
Jason Queener (29:09):
This is a really good one for that. Again, I talked a little bit last week about this. Being able to track scores and performance based on specific call results lets you start to make really intelligent strategic choices about matching specific customers and contact types to specific qualified agents. That’s a big deal and that’s a leap beyond QM, right? That’s going from quality management and using quality management tools to make strategic decisions in your business.
Nick Morris (29:43):
Jason, are there KPIs you can bring in here like works per hour, speed answer?
Jason Queener (29:50):
Nick Morris (29:50):
What other tools can you bring in here?
Jason Queener (29:53):
No, that’s a great point. Yeah, traditionally, every contact center has KPIs that they’re measuring to track what moves the needle for them. It’s either connects per hour, right party contacts, conversion rate, talk time, whatever those are. So you can certainly take these and layer them into that already existing agent scorecard, and really give yourself a 360 view of that agent.
Jason Queener (30:19):
The nice thing about this is we have some customers that do this today. They take this input and they consume it into a scorecard in addition to things like compliance that we talked about earlier. Okay, are they hitting the compliance rules and the mini-Miranda on every call?
Jason Queener (30:35):
They take that, and it gives them the opportunity to say, “Okay. Nick Morris,” and I’m sorry I’m going to do this to you, Nick, “Nick Morris is my best agent at sales per hour. However, he’s dead last in compliance score.” So it’s not about anymore, “All right. Well, Nick’s hitting his number, or Nick’s failing QM.” It gives them a holistic view of Nick. It ranks him against his peers, and it lets you know, again, gives you opportunities for very, very precise training and coaching. Good question. Thanks.
Nick Morris (31:07):
Jason Queener (31:07):
Well, let’s hop to the next slide. I think we’re coming to the end here, so I’ll do a quick recap before we go to the questions we got in.
Jason Queener (31:18):
Next week, we’re going to continue the Wednesday series here weekly for a couple of weeks. We’re trying to keep this cadence up as aggressively as possible because of the times we’re in right now. Next week, we’ll focus on self-service strategies to maximize inbound call traffic. Then on the 10th, we’ll talk a little bit about strengthening compliance and the customer experience with speech analytics. We’ll kind of piggyback on what we just briefly, briefly touched on today.
Jason Queener (31:44):
Lindsay will, as always, send this deck out. They will have some available assets to it. In addition to the links directly to register for the next two webinars, there’ll be five assets you can download from here. Steps to successful switch at-home agents, work from home metrics, U-QM overview, call and screen recording, and WFO solutions. So a little bit of a review of the last few webinars we did in addition to just some content about how those features work today.
Jason Queener (32:15):
We did have at least one question that came in for you, Nick, that I wanted to ask. The question was, How far back can you search recordings for a scorecard?
Nick Morris (32:30):
It’s tied to the platform itself, so how long they’re retained on the platform. If it’s a one-year call recording retention, that’s going to be how far back you can score them. Once the call is removed, once that retention period’s hit, you don’t lose that score. Obviously, you just lose that audio recording. The screen recording and audio recordings are not tied together. You can have different retention periods there. You’ll lose your screen once the screen recording retention period is hit, but you’ll keep that audio recording kind of longer.
Jason Queener (33:06):
Great. So for most of our customers, I think at a minimum it’s 15 days. But I want to make sure that I heard you right. The scorecard evaluation and that data will not be removed when that retention period expires, right?
Nick Morris (33:24):
Yeah, you still keep that historical. Absolutely.
Jason Queener (33:27):
Okay, great. I had one more question that came in. I think we touched on it, but it’s an important one. It’s an important point of clarification. The question was, “Can you do these evaluations on multichannel?” I assume they’re talking chat, email, text. Absolutely. To Nick’s point, probably a different scorecard or evaluation than you would use on a voice call, but absolutely can do it. Absolutely can consume it in your business intelligence and make it part of that agent scorecard.
Jason Queener (33:56):
Nick, I don’t see any more questions, unless I missed one. Do you see any? No, I don’t. Okay. Well, Lindsay, I’m going to pass it back to you. Thanks, everyone. There’s a little bit of contact information here. I’ll let Lindsay do some final housekeeping, but thanks for everybody’s time today. Yes, thank you.
Awesome. Thank you both. Thank you, Jason, thank you, Nick, for your time today. Everyone, this webinar was recorded. We will be sending it out along with the presentation like Jason mentioned, so please feel free to share it with your colleagues. We hope you will join us next Wednesday on self-service strategies to help maximize your inbound traffic. With that, I hope you all have a great rest of your day and the great rest of your week. Thank you again for joining us.
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.