The LiveVox WFM Tool in Action

LiveVox Products | Contact Center Workforce Management (WFM)

Optimize contact center staffing with smart, data-driven forecasting and scheduling

A cutting-edge, simplified approach to contact center workforce management and collaboration.

Key Benefits of LiveVox’s WFM Solution

Execute intelligent staffing strategies

Leverage data and automation to forecast demand, implement skill-based schedules, monitor adherence and intelligently adjust schedules on the fly to maximize contact center efficiency.

Keep your agents engaged and high-performing

Agents can stay up-to-date on their most current schedule, including shift times and breaks, with the ability to shift-bid, shift-swap, and make PTO requests, all via a mobile app.

Operate an agile, collaborative workplace

Overcome legacy WFM limitations with an advanced communication framework. Agents, supervisors and analysts can be seamlessly connected through tightly integrated desktop portals, messaging groups and notification channels.

LiveVox [WEM / laptop screen]
LiveVox WFO

Smart data for smart schedules

All of the data on LiveVox’s platform is unified and accessible, meaning that when you create schedules you can easily take into account all the relevant factors that will help you to drive operational efficiency as well as agent performance and satisfaction.

To take agent scheduling one step further, LiveVox Unified Analytics can be leveraged to match agent schedules with multichannel volume trends, CSAT scores, and other factors that impact how you manage your workforce.

LiveVox [agent / reviewing data]
LiveVox [crm / screen]
LiveVox WFO

Clear communication

How you schedule is a major factor in your agents’ overall experience. Doing so in a way that takes into account agent needs and professional skills, as well as allowing them to easily request changes and swap shifts will make for a better working environment, better performance, and ultimately, improve agent retention.

Agents can access their schedules directly on LiveVox’s Configurable Agent Desktop along with other key information that helps facilitate a better customer and agent experience.

LiveVox WFO

One less thing to worry about

Scheduling is a necessity, but ultimately the less time you have to spend doing it the better. By replacing manual processes with an automated approach that allows you to create schedules both more efficiently and more effectively, you can free up time to concentrate on other strategic priorities.

In addition to agent scheduling, LiveVox’s CRM capability can help you automate other contact center processes with trigger-based event creation.

LiveVox [manager / create campaign]
Brochure

Learn about LiveVox’s other WEM offerings

Modern WFM capabilities are just a few of the many ways LiveVox helps you manage your workforce. Download the brochure to learn about LiveVox’s other WEM capabilities.

LiveVox [brochure / Omnichannel]

Providing WEM Solutions for Businesses Like Yours

“The ability to have everything available on one platform and be able to not have to worry about the backend like we used to, went a long way in our decision-making process.”

—Daniel Torres | Director of IT, PBFCM

“LiveVox can be managed with relative ease. You don’t have to have a large, technology supporting team in comparison to an on-premise telephony platform. Upgrades are also much simpler and less time-intensive.”

—Matt Murphy | Director of Workforce Management and Dialing Operations, Best Egg

“Of all the vendors, LiveVox showed us they understood what we were trying to do. That goes a long way to have a partner that actually listens to us and understands what we want to do with the technology.”

—Daniel Torres | Director of IT, PBFCM

Frequently Asked Questions about contact center WFM

What makes LiveVox the better choice for contact center workforce management software?

LiveVox WFM provides contact center managers with an easy-to-use, customizable solution for fast, accurate forecasting and scheduling that balances staffing costs with service level, and is agile enough to quickly adapt to changes in demand.

LiveVox WFM offers several unique features and capabilities that make it stand out from other workforce management solutions:

  • Includes skill-based omnichannel forecasting and user definable data selection with the ability to include spreadsheet data into forecasts. Supports time of day, or day of week shrinkage and service objectives.
  • Provides fast and accurate schedule optimization for fixed, floating, and rotating schedules. LiveVox WFM supports intraday schedule re-optimization and fully automated end-to-end schedule bidding.
  • Managers can measures schedule efficiency based on a cost vs. coverage analysis that can be calibrated by the user.
  • A one-of-a-kind toolkit that enables analysts to create, save, and re-use an unlimited number of customizable adjustment strategies. This on-demand feature allows analysts to increase, decrease, or refine staffing levels, virtually eliminating time-consuming schedule modification processes.
  • A powerful, integrated messaging framework allows the whole team to interact across five distinct bi-directional communications channels. Includes a mobile app for agents that provides full visibility into schedules with the ability to manage their schedule and more.
  • Our automated schedule attendance monitor, which is integrated with our agent mobile app, provides an automated and streamlined approach to track agent attendance.
  • Includes a full set of reports that provide the KPIs needed for efficient WFM execution. Custom reports provide the ideal building blocks for exporting data to other applications, such as payroll systems or shared servers.

With its powerful features, ease of use, and adaptability, LiveVox is the ideal choice for businesses looking to optimize their contact center operations. By choosing LiveVox WFM, you can streamline your workforce management processes, improve agent productivity, and enhance customer engagement, giving you a competitive edge in today’s dynamic business

Essential features of a call center WFM software solution

A contact center WFM software solution should provide the essentials for companies to effectively manage their contact centers.

Essential contact center WFM features include predictive and analytical modeling, multimedia contact integrations, real-time reporting, scheduling functions, and agent performance tracking. Predictive and analytical modeling allows contact centers to forecast contact volume while taking into consideration external factors like seasonality or marketing initiatives. Multimedia contact integrations allow contact centers to consolidate data from a variety of communication channels such as inbound calls, outbound calls, webchat, emails, etc.

Real-time reporting can help contact centers gain insight into customer behavior and agent metrics right away to enable quick decision making. Scheduling functions allow contact centers to optimize labor costs and staffing levels while still providing the necessary coverage for customer service processes throughout the day.

Lastly, agent performance tracking is essential for contact centers as it makes it easy for them to monitor and evaluate performance data at individual or team level without having to manually check reports every time.

Industry use cases for workforce management tools

Workforce management tools are essential for contact centers and business process outsourcing firms to ensure a productive workforce. In contact center applications, contact center workforce management software can help maximize the contact agent’s time on the job—automating complex processes such as scheduling contact center agents, forecasting and budgeting contact center activities, optimizing contact routing protocols and shift forecasts. This creates an efficient customer contact center experience by allowing contact centers to plan their resources more effectively in order to meet customer service goals.

In business process outsourcing and financial services firms in particular, workforce management tools optimize staffing levels, maximize productivity and enable accurate time tracking with the help of automated systems. For example, task automation helps automate tedious tasks like payroll calculations, or generating reports around performance metrics so that managers can stay on top of employee productivity without having to manually complete day-to-day operations. Effective use of workforce management tools helps improve efficiencies while reducing labor costs–all leading to a higher level of customer satisfaction.

What Are Your Advantages With LiveVox?

Transform your contact center's performance with a proven cloud platform that's actually easy to use and optimize.


Billions of Omnichannel interactions powered every year

Trusted by game-changing clients for more than 20 years

Recognized by the industry's leading analysts

Fully-Integrated Public Cloud Platform

+ Unified Tools, Channels, And Data To Maximize ROI
+ Fast, Easy, And Cost-Effective To Scale And Optimize
+ Turnkey Omnichannel / AI / Analytics Out-Of-The-Box

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AX Workplace Made For Contact Centers

+ Integrate It All, Including Agent Workflows, In One Screen
+ Smart, Simple, And Seamless Cross-Channel Interactions
+ Easily Push And Pull Data From Your CRM / Other SORs

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Scalable, Flexible, Reliable, And Secure

+ 100% Public Cloud Infrastructure And 24/7/365 Support
+ Easily Configure Our Modules, APIs, And Growing Partner Network
+ End-To-End SLA / High Availability And Enterprise-Grade Security

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Certifications

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

 

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Livevox has joined forces with NICE,
creating a Conversational AI Powerhouse.

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creating a Conversational AI Powerhouse.

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