LiveVox Products | WEM
Call and Screen Recording
Key Benefits of LiveVox’s Call and Screen Recording
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.
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
- Voice and Multichannel Inbox
- Schedule and Shift Adherence and Management
- Intent identification
- Content Library
- Machine Learning Models
- Native CRM and Channel Functionality
- Sentiment analysis
In-Depth Look at Call and Screen Recording
Get a deeper look at LiveVox’s Call and Screen Recording functionality.
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
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.
Supplement rather than replace your existing systems of record and CRMs using our simplified API approach, so agents get up and running quickly.
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.
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.