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WFO

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.

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Key Benefits of LiveVox WFO

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Support compliance across all channels

Every product created by LiveVox is viewed through the lens of compliance. LiveVox WFO gives you easy-to-use tools to support compliance in an omnichannel environment — controlled through a single, unified interface.

Make better business decisions using data-driven insights

Gather unprecedented insight about your whole operation to inform transformative operational and training strategies. 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.

LiveVox WFO Overview

Agent Scheduling

The LiveVox Agent scheduling tool allows you to automate schedules by balancing shift rules, work hours, breaks, off times, and the skills of your personnel. You can distribute the schedule to your whole team within the platform, introduce real-time updates, and enable your staff to swap shifts independently.

Learn more about our agent scheduling capabilities.

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Business Intelligence (BI) and Performance Analytics

As part of the unified data model, our Business Intelligence and Performance Analytics tool allows you to overlay data from every channel, every agent, every customer, and every interaction giving you a 360-degree view of your operation across performance, compliance, business outcomes and more. You gain immediate access to 150+ out-of-the-box reports. Custom reports can be created easily, via a user-friendly drag and drop interface.

Learn more about our Business Intelligence and Performance Analytics solution.

Call and Screen Recording

Capture 100% of interactions, wherever your agents are based. Easily search, play, score, and report on synchronized call, screen, and multichannel recordings, and drop in on calls live. Recordings are securely stored in the LiveVox cloud and are accessible and distributable intraday via any modern web browser.

Learn more about our call and screen recording solution.

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Coaching and eLearning

Create a coaching and eLearning process that is bespoke to the needs of your business. Training and eLearning programs, call recordings, and performance reports can be distributed within the platform. Agent’s acknowledgment and completion of these coaching tasks are trackable, wherever they are based.

Learn more about our eLearning capabilities.

Customer Satisfaction

Easily create and implement post-call Customer Satisfaction Surveys (CSAT)  to understand the sentiment of your customers, from a macro to micro-level. Because all data on the LiveVox platform is unified, you can overlay scores with other relevant metrics to understand CSAT in relation to other factors.

Learn more about our CSAT solution.

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Quality and Compliance Management

Embed a cycle of monitoring, reporting, coaching, and training into the workflows of your contact center to constantly improve and iterate on your performance, compliance and quality standards. LiveVox offers the tools and expertise to help you work towards a quality management process that automatically monitors and scores 100% of all interactions on all channels.

Learn more about our Quality and Compliance Management capabilities.

SpeechIQ®

Automatically monitor and score 100% of your agent-customer interactions with this advanced speech analytics tool. All voice and digital interaction recordings can be accessed and played-back intraday alongside transcripts, and are searchable by any keywords or themes. Call data is presented via highly-intuitive, visualized reports, allowing you to use all of your interactions as an unprecedented source of insight for your business.

Learn more about our speech analytics capabilities.

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LiveVox WFO Capabilities:

  • Quality monitoring for voice and omnichannel
  • Coaching and eLearning
  • Call Recording
  • Screen Recording
  • Performance analytics
  • Over 150 advanced reports out of the box
  • CSAT post-call survey
  • Agent Work Queue
  • Agent Scheduling
  • Agent Scheduling Adherence
  • Schedule forecasting
  • PTO management
  • Speech analytics
  • Automated scorecards
  • Sentiment Analysis

Learn more about LiveVox’s WFO offerings

LiveVox has many ways to help your business. Download the brochure to learn about LiveVox’s other WFO offerings.

LiveVox WFO Brochure

Why Choose LiveVox?

Better Customer Experience

Agents engage via configurable workflows in tailored desktops with the enrichment of key consumer profile 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, 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.