LiveVox Products | WFO
Business Intelligence & Performance Analytics
A simple, integrated solution to power smarter, faster, data-backed business decisions.
Key Benefits of Business Intelligence and Performance Analytics
Powerful contact center analytics
Get a 360-degree view of your business that goes beyond standard contact center analytics, giving you the ability to overlay multichannel, customer, agent, business outcome, and operational data. Access more than 150 reports out of the box, designed for the needs of a modern contact center.
A top to bottom solution
Benefit from a comprehensive data and analytics solution. Let us worry about data storage, management, and ETL as you focus on gaining business insight. LiveVox’s unified data model keeps everything on one PCI-compliant platform, and we are always available for strategic support.
Easy to adopt, easy to use
When it comes to data, LiveVox has done the hard work for you. Avoid lengthy and expensive integration projects and access the vital data you need now through a user-friendly interface that doesn’t require a dedicated analyst for you to start asking questions about your business.
Product Brief
In-Depth Look At BI And Performance Analytics
Get a deeper look at LiveVox’s analytics and reporting capabilities.
Omnichannel analytics
Easily access and overlay highly-intuitive, visualized data from any channel you use, from Voice and SMS to Webchat and Email, all via one integrated, easy-to-use platform. Then combine these with data from your agents, customers, operations, business outcomes, and more, for a full 360-degree view of your contact center.
Learn more about the other benefits of our blended omnichannel approach.
Created by and for contact center strategists
BI is bespoke to the needs of the modern contact center. Access more than 150 out-of-the-box reports instantly, then create your own with simple drag-and-drop functionality. The tool can be used to ask questions about your business easily, with no need for dedicated data analysts.
Learn more about the importance of performance analytics when managing a remote workforce and the most important metrics you should be looking at.
We’ve done the hard work for you
Because BI is a part of, rather than an addition to, the LiveVox platform it can be rapidly activated, with no need for lengthy and expensive data integration projects. And, you’ll be able to overlay and analyze data from virtually every part of your operation.
See how we match up against Microsoft’s Power BI solution.
Business Intelligence In Action
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 about LiveVox’s other WFO offerings
BI and Performance Analytics 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 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.
