LiveVox Products
Workforce Optimization
Easy-to-use, easy-to-activate tools to help expand productivity and compliance in your contact center from any starting point.
Key Benefits of LiveVox WFO
Support compliance across all channels
LiveVox WFO gives you easy-to-use tools to support compliance in an omnichannel environment — controlled through a single, unified interface.
Make more informed business decisions
Power smarter, faster, data-backed business decisions for your contact center, with simple, integrated solutions that don’t require costly and time-consuming integrations.
Empower your agents to learn and improve
Establish effective and efficient quality monitoring and management processes in your organization and then use our integrated, intuitive tools to provide objective, detailed feedback and targeted training and coaching programs to your team.
Extended Overview
Expand Productivity In Your Contact Center
Find out more about WFO capabilities by downloading this overview.
“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!”
—Jamie Bell | VP Client Solutions, The Office Gurus
Agent Scheduling
Automate schedules by balancing shift rules, work hours, breaks, off times, and the skills of your personnel. Distribute the schedules, introduce real-time updates, and enable staff to swap shifts independently.
Learn more about our agent scheduling capabilities.
BI and Performance Analytics
Overlay data from every channel, agent, customer, and interaction for a 360-degree view of your operation. Leverage 150+ out-of-the-box reports that can be created via a user-friendly drag and drop interface.
Learn more about our BI and Performance Analytics solution.
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.
Learn more about our call and screen recording solution.
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.
Learn more about our eLearning capabilities.
Customer Satisfaction
Easily create and implement post-call Customer Satisfaction Surveys (CSAT) to understand the sentiment and overly scores with other relevant metrics to uncover performance drivers.
Learn more about our CSAT solution.
Quality and Compliance Management
Embed a cycle of monitoring, reporting, coaching, and training into your workflows to operationalize how you improve performance, while ensuring oversight of all interactions.
Learn more about our Quality and Compliance Management capabilities.
SpeechIQ®
Create an unprecedented source of insight for your business by automatically monitoring and scoring 100% of your agent-customer interactions and leveraging highly-intuitive, visual reports.
Learn more about our speech analytics capabilities.
LiveVox WFO Features
- Integrated Performance Analytics
- 150+ Out of Box Advanced Reports
- Agent, Multichannel, and Quality Management Data
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PTO Management
- Drag and Drop Visual UI
- Reporting Distribution and Access Controls
- CSAT Analysis
- Agent Scorecards
- Agent Work Queue
- Coaching and E-Learning
- Forecasting
- Voice and Multichannel Inbox
- Schedule and Shift Adherence and Management
- Content Library
- Machine Learning Models
- Native CRM and Channel Functionality
Learn about all LiveVox’s WFO offerings
WFO is just one of many ways LiveVox helps you manage your workforce. Download the brochure to learn about LiveVox’s other WFO capabilities.
Why Choose LiveVox?
Better Customer Experience
Agents engage via configurable workflows in tailored desktops. The tailored desktops have the benefit of key consumer profile information and interaction history, to provide superior customer experiences.
One Unified Platform
All LiveVox capabilities are accessed via a single, secure, cloud-based platform, allowing for a seamless experience for agents, supervisors, and decision-makers.
Easy Integration
Supplement rather than replace your existing systems of record and CRMs via our open APIs so agents get up and running quickly.
Reduced Total Cost of Ownership
Drive performance and stay on top of security requirements while also reducing operational and capital expenditures.
Mitigate Risk
Comprehensive compliance controls including consent and revocation management as well as CTIA industry guide and TCPA and CAN-SPAM regulations.
Customer Channels of Choice
Engage with customers in the places they want to be including Voice, Email, SMS, and Web Chat and unite all conversations.
