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LiveVox Products

Workforce Engagement Management

Easy-to-use, easy-to-activate tools to help empower your teams to deliver great customer experiences and support productivity and compliance in your contact center.

LiveVox [WFO / pair looking at computer]

Key Benefits of LiveVox WEM

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Support great performance across all channels

LiveVox gives you easy-to-use tools to engage your team and support great, customer-centric performance in an omnichannel environment – controlled through a single, unified interface.

Make data-driven business decisions

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.

Extended Overview

Expand Productivity In Your Contact Center

Find out more about WEM capabilities by downloading this overview.

LiveVox WFO Extended Overview

“The automated scorecards have allowed us to feel confident our QA Scores are not skewed due to sample size. It’s been a game-changer for us and certainly, our clients are thankful!”

— Jaimie Bell | VP Client Solutions, The Office Gurus

“Managing the number of staff and their schedules is driven by the data that we receive from LiveVox because it tells us trends on calls, texts, emails, everything. The data drives our workforce management solution to ensure that we know where agents are needed, who needs to be working, and at what time they are needed.”

— COO, Financial Services

Source: Interviewed for the Total Economic Impact™ of LiveVox’s Contact Center Platform

“Managers have been so happy with their ability to now monitor their agents because they feel like they’re catching stuff that they were missing before like agents taking too long on calls, going to break for too long, or not coming back from lunch.”

— COO, Financial Services

Source: Interviewed for the Total Economic Impact™ of LiveVox’s Contact Center Platform

Modern Workforce Management (WFM)

Plan and execute intelligent, data-driven staffing strategies. Keep your workforce engaged, happy, and high performing, and operate an agile, dynamic, and collaborative workplace.

Learn more about our WFM capabilities.

Agent Scheduling
BI and Performance Analytics

BI and Performance Analytics

Overlay data from every channel, agent, customer, and interaction for a 360-degree view of operations, customer experience, and agent performance. Leverage 150+ out-of-the-box reports that can be created via a user-friendly drag and drop interface.

Learn more about our BI and Performance Analytics solution.

Speech Analytics and Quality Management

Use Speech and multichannel analytics to understand and analyze what is happening on 100% of the interactions in your contact center. Then use robust quality management tools to leverage that insight and embed a cycle of monitoring, reporting, coaching, and training to operationalize how you improve performance.

Learn more about Speech Analytics and Quality Management.

Quality and Compliance
eLearning

Coaching and eLearning

Customizable training and eLearning programs, call recordings, and performance reports can be distributed in one place. In addition, you can easily track agent acknowledgment and completion progress. 

Learn more about our eLearning capabilities.

Customer Satisfaction

Easily create and implement post-call Customer Satisfaction Surveys (CSAT) to understand the sentiment and overly scores with other relevant metrics to uncover performance drivers.

Learn more about our CSAT solution.

Multichannel Customer Satisfaction
Call and Screen Recording

Call and Screen Recording

Capture 100% of interactions and easily search, play, score, and report on synchronized call, screen, and multichannel recordings that are securely stored and virtually distributable.

Learn more about our call and screen recording solution.

LiveVox WEM Features

  • Integrated Performance Analytics
  • 150+ Out of Box Advanced Reports
  • Agent, Multichannel, and Quality Management Data
  • PTO Management
  • Drag and Drop Visual UI
  • Reporting Distribution and Access Controls
  • CSAT Analysis
  • Agent Scorecards
  • Agent Work Queue
  • Coaching and E-Learning
  • Forecasting
  • Voice and Multichannel Inbox
  • Schedule and Shift Adherence and Management
  • Content Library
  • Machine Learning Models
  • Native CRM and Channel Functionality

Brochure

Learn about LiveVox’s WEM offerings

WEM is just one of many ways LiveVox helps you manage your workforce. Download the brochure to learn about LiveVox’s other WEM capabilities.

LiveVox WFO Brochure

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.

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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.

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Comprehensive Risk Mitigation

LiveVox simplifies risk management with embedded compliance controls spanning CTIA, CAN-SPAM, CFPB, PCI, and other compliance-related considerations.

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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.

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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.

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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.

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Certifications

LiveVox is proud to be both PCI and SOC 2 Compliant.