LiveVox Products | Workforce Engagement Management
Engage, Enable & Empower Your Contact Center Agents
A Comprehensive Solution for Improving Agent Engagement
See How WEM can help your contact center run at peak efficiency. Select one of the products below to learn more.
Modern Workforce Management
Unified Analytics
Speech Analytics and Quality Management
Coaching and eLearning
Customer Satisfaction
Call and Screen Recording
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.
Unified 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.
Speech Analytics and Automated Quality Management
Use our industry award-winning solution to understand and analyze what is happening on 100% of your multichannel interactions. Then leverage that insight using robust quality management tools that embed a cycle of monitoring, reporting, coaching, and training to elevate performance.
Learn more about Speech Analytics and Automated Quality Management.
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.
Customer Satisfaction
Easily create and implement post-call Customer Satisfaction Surveys (CSAT) to understand customer and agent sentiment and overlay scores with other relevant metrics to uncover performance drivers.
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.
![LiveVox [agent / reviewing data]](https://livevox.com/wp-content/uploads/2022/08/agent-data-tracking.png "agent-data-tracking"){kind=tracking}
![LiveVox [agent / crm desktop]](https://livevox.com/wp-content/uploads/2022/07/cfpb-4b.png "Use speech analytics to stay on top of compliance")
![LiveVox [agent / crm desktop]](https://livevox.com/wp-content/uploads/2022/06/CallScreen-coaching.png "Call and Screen Recording Coaching")
Make Your Contact Center Run At Peak Efficiency
Support your omnichannel customer experience
Make faster decisions with less data roadblocks
Automate agent scoring, feedback & training
A Comprehensive Solution for Improving Agent Engagement
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.
Unified 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.
Speech Analytics and Automated Quality Management
Use our industry award-winning solution to understand and analyze what is happening on 100% of your multichannel interactions. Then leverage that insight using robust quality management tools that embed a cycle of monitoring, reporting, coaching, and training to elevate performance.
Learn more about Speech Analytics and Automated Quality Management.
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.
Customer Satisfaction
Easily create and implement post-call Customer Satisfaction Surveys (CSAT) to understand customer and agent sentiment and overlay scores with other relevant metrics to uncover performance drivers.
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.
- Integrated Performance Analytics
- 150+ Out of Box Advanced Reports
- Agent, Multichannel, and Quality Management Data
- PTO Management
- Auto call disposition
- Drag and Drop Visual UI
- Reporting Distribution and Access Controls
- CSAT Analysis
- Agent Scorecards
- Agent Work Queue
- Auto call summary
- Coaching and E-Learning
- Forecasting
- Voice and Multichannel Inbox
- Schedule and Shift Adherence and Management
- Intent identification
- Content Library
- Machine Learning Models
- Native CRM and Channel Functionality
- Sentiment analysis
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 [WEM / brochure]](https://livevox.com/wp-content/uploads/2020/07/WEM-brochure.jpg "WEM-brochure")
Providing workforce engagment management for businesses just like you
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“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
Learn more about WEM
Check out our Frequently Asked Questions below.
What Is Workforce Engagement Management (WEM)?
Workforce engagement management (WEM) is an employee-centric evolution of workforce optimization (WFO) that focuses on engaging, enabling, and empowering contact center agents at every stage of the employee lifecycle.
The transition from WFO to WEM has aligned with the growing awareness of the significant impact that agent engagement has on the customer experience, contact center operational efficiency, and customer-centric business outcomes.
From a strategic standpoint, the wording reveals the key difference between WFO and WEM: Where WFO suites focus on managing efficient operations through “optimizing” agent productivity and managing costs, WEM solutions “engage” staff with automated, AI-enabled tools designed to augment their performance.
By putting the agents at the center of design and functionality, WEM solutions deliver a more people-oriented approach to quality management, performance management, and workforce management. In addition to improving customer experience, enhancing agent engagement leads to higher quality performance, agent retention, and a workforce that is motivated and empowered to take charge of their skills development and continued professional growth.
How Workforce Engagement Management (WEM) Adds Value in the Contact Center
Workforce Engagement Management (WEM) comprises the workforce management, quality management, and performance analytics processes and tools within a contact center.
Unlike legacy workforce optimization (WFO) software, which has been largely siloed within the contact center, WEM solutions unify data across a digital customer engagement platform, including CRM and omnichannel/AI functions, to deliver a 360-degree view of the customer experience.
LiveVox’s best-in-class WEM suite includes solutions and applications like:
- Cutting-edge workforce management (WFM) tools for forecasting, scheduling, adjustments, and communication with remote and on-site agents, including the LiveVox WFM Mobile App that connects agents with their management and empowers them on the go by providing visibility into schedules, schedule change notifications, shift opt-in offers, adherence, and the ability to bid for and swap shifts.
- SpeechIQ®, a powerful speech recognition engine that transcribes 100% of customer interactions with industry-leading accuracy and speed.
- Unified quality management to provide comprehensive, customizable automated scorecards focused on quality and compliance for multichannel interactions, along with in-platform communications to share with agents QM results, targeted coaching, and training follow-up.
- Multichannel Customer Satisfaction (CSAT) surveys to collect Voice of the Customer feedback and funnel the results into an integrated performance analytics solution.
- LiveVox’s Unified Analytics solution integrates all customer interactions that impact campaign and agent performance, including data from QM and scorecards, CSAT surveys, speech and interaction analytics, and ticketing. Embedded analytics dashboards provide supervisors with critical performance data related to the agents, teams, and campaigns they’re managing. Agent dashboards give agents access to personal performance data, which can be compared to peers, other teams, or their own performance benchmarks.
Who Is Workforce Engagement Management (WEM) for?
Companies and contact centers of all sizes undoubtedly stand to benefit from improving agent engagement. But how much does the size of your contact center operation matter when considering workforce engagement management (WEM) solutions?
Traditionally, limited resources and staff have made it difficult for smaller contact centers to measure the ROI impact of technology beyond basic efficiencies. The high expense associated with legacy workforce optimization platforms typically restricted smaller operations to products designed for the SMB market, and therefore, with limited features or ability to customize.
Today, the cloud-native, open architecture design of modern WEM solutions has lowered the barriers to entry for small contact centers. Best-in-class WEM solutions like LiveVox enable out-of-the-box solutions that are easy to deploy and optimize with 300+ open APIs that simplify integration with third-party systems.
With the right WEM solution, SMB contact centers have access to the same functionality as their largest competitors—from automated forecasting and scheduling, to AI-enabled quality and performance management, to near-real-time reporting and analytics.
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.
Integrated Agent Workflows
LiveVox’s unified data platform combines a native CRM with public APIs, multiple integration points, and configurable agent desktops to address critical efficiency gaps by syncing processes, apps, and systems.
An Industry-Leading End-to-End SLA
Platform reliability you can count on with unmatched end-to-end coverage made possible by LiveVox's infrastructure, application, and services.
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.
![LiveVox [10 ways manage multichannel compliance / Tip Sheet]](https://livevox.com/wp-content/uploads/2020/07/WEMjpg.jpg "WEM")
