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LiveVox Products | WFO

Agent Scheduling

Get the best out of your team with intelligent schedules that leverage operational and agent insights.

Key Benefits of Agent Scheduling

Schedule smart

Balance agent needs by automating schedules that balance shift rules, work hours, breaks, off times, demand forecasting, and the skills of your personnel.

Eliminate manual processes

Leave behind clunky processes that involve spreadsheets being sent over email or stuck to the office wall. Create and distribute smart schedules efficiently and effectively across all constituencies via one easy-to-use interface.

Share and empower

Agents receive schedules directly to their desktop or phone. Schedule updates can be made and shared live and you can turn on the ability for agents to swap shifts and request changes.

Product Brief

In-Depth Look At Agent Scheduling

Get a deeper look at LiveVox’s Agent Scheduling functionality by reading this brief.

LiveVox Agent Scheduling Product 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’s Business Intelligence and Performance Analytics solution 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 Business Intelligence and Performance 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.

Agent Scheduling in Action

LiveVox Agent Scheduling

LiveVox WFO Features

  • Integrated Performance Analytics
  • 150+ Out of Box Advanced Reports
  • Agent, Multichannel, and Quality Management Data
  • 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 LiveVox’s other WFO offerings

Agent Scheduling is just one of many ways LiveVox helps you manage your workforce. Download the brochure to learn about LiveVox’s other WFO capabilities.

LiveVox WFO Brochure

Frictionless Agent & Customer Experiences

Easily 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 capabilities 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 supports 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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Certifications

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