LiveVox Products | WEM
Call and Screen Recording
Key Benefits of LiveVox’s Call and Screen Recording
Reduce risk
Gain complete “eyes and ears” visibility on 100% of interactions across all channels, effortlessly retrieve and play back any interaction.
Improve agent performance
Understand how agents are dealing with on-screen processes and provide highly detailed feedback in the form of annotated, synchronized call and screen recordings.
Refine workflows
Capture the full desktop, including dual monitors, so you can see whether agents are taking payments securely, and if they are engaging in on-screen distractions.
Record and play back everything
Easily retrieve, distribute, and play back comprehensive call recordings that include the full desktop screen, agent information, and all relevant call metadata.
Learn how to leverage this data with SpeechIQ® with Quality Management.
Unlock a powerful coaching resource
Score and add notes or comments to call and screen recordings to leverage during training and coaching sessions with your agents.
Learn more about our Quality Management tools.
Simple and secure
Our PCI-DSS certified platform makes it easy to securely store and access sensitive data without the need to manually redact payment information.
Learn more about our approach to payment data.
LiveVox WEM Features
- 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
Product Brief
In-Depth Look at Call and Screen Recording
Get a deeper look at LiveVox’s Call and Screen Recording functionality.
Overview Brochure
Learn about LiveVox’s other WEM Offerings
Download the brochure to learn about LiveVox’s other WEM capabilities.
Providing workforce engagment management for businesses just like you
“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 essential to accelerating our evolution to a digital-first model. This was the platform where we could introduce the power of digital channels in order to connect with consumers. So it was actually a way to accelerate our thinking around omnichannel.”
VP, Strategic Development, Business Servicer
Frequently Asked Questions about contact center recording
Why choose LiveVox for contact center call recording software?
LiveVox also offers transcription capability for audio files, increasing efficiency when managing contact center conversations. To top it off, LiveVox contact center call recording software is easily customized with flexible pricing options so users can build a plan that best fits the needs of their business.
Essential features of a screen and call recording system for call centers
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/screenRecordBrief_MainAsset.jpg "Omnichannel-AI")
