MODERN WFO

Drive performance across a multichannel workforce and workflow

Apply historic operational best practices to a digital environment with a fully integrated WFO solution.
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MULTICHANNEL WORKFORCE, MULTICHANNEL SCORECARDS

 LiveVox is helping contact center simplify how they measure and manage their agent workforce in a digital environment with integrated multichannel agent scorecards.

Highly configurable to measure specific business needs, LiveVox’s agent scorecards include 100% screen and call recording combined with other performance drivers such as speech analytics, CSat scores, and more.

DRIVE SUCCESS WITH MULTI-SOURCE, MULTICHANNEL ANALYTICS

Easily pinpoint factors impacting the success of every point along the consumer journey with multichannel, multi-source analytics. Incorporate multichannel interactions, CSat scores, campaign results, agent scorecards, and more into a single pane of glass for a true 360-degree view of what is driving up and slowing down your engagement strategies.

SIMPLIFY SCHEDULING IN A DIGTAL ENVIRONMENT

Effectively forecast agent requirements and manage agent staffing to match contact center interaction volumes across different channels. LiveVox provides managers the ability to create and assign agents to specific shifts from their desktops leveraging real-time and comprehensive insight on engagement activity and agent skillset.

KEY BENEFITS OF MODERN WFO

SINGLE PANE OF GLASS ACROSS ALL INTERACTIONS

Easily access all interaction data across all channels in a single location – enabling simplified access and speed to all data impacting engagement success from a single desktop

CUSTOMER JOURNEY ANALYTICS

LiveVox’s integrated analytics centralizes interaction data across multiple applications including voice, multichannel, CSat and more - providing complete visibility into comprehensive customer journey

SCALE DIGITAL TRAINING ACROSS YOUR WORKFORCE

LiveVox’s WFO/QM solutions come fully integrated into the customer engagement platform – providing both the audio and visual needed to identify and scale best practices in a digital environment.

CROSS-CHANNEL PERFORMANCE ANALYTICS

How effective are your multichannel strategies? LiveVox’s analytics provides the ability to pinpoint performance drivers across all channels

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Success Story: BPO Accelerates Analysis with Business Intelligence

“The LiveVox Business Intelligence solution is key for us. We now have the ability to see the very next day how successful we have been for our clients. It’s made a significant impact on our retention and growth”

– Head of Business Transformation

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MULTICHANNEL AGENT SCORECARDS

See how performance scorecards are evolving

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360 DEGREE ANALYSIS

Empower Faster, Smarter Analysis with Multi-source business intelligence

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GET A TCO ANALYSIS

Want to know how a blended inbound cloud solution will affect your costs? Set an appointment to run our TCO calculator with our team.

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