LiveVox Products | WEM

Workforce Management

A cutting-edge, simplified approach to workforce management and collaboration.
The LiveVox WFM Tool in Action

Key Benefits of Workforce Management

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.

Solution Brief

In-Depth Look at Workforce Management

Get a deeper look at LiveVox’s WFM capabilities by reading this brief.

WFM Solution Brief
Integrated Analytics

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.

Find out more about LiveVox Unified Analytics.

Empowered Agents

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.

Find out more about our Configurable Agent Desktops.

Automated Approach

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.

Find out more about LiveVox’s Unified CRM.

LiveVox WFM in Action

Agent Requirements Forecars Generation with LiveVox WFM

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


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