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.
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.
Learn about the other benefits of LiveVox CCaaS 2.0.
“With complete visibility and control across the customer journey …. we are able to ensure we respect the customer’s channel preferences while leveraging customer behavior data to drive more pro-active and intelligent strategies across new channels. As a result we saw an increase of ~50%* in year over year revenue.”
Director of Operational Strategies, Business Servicer
“From a high-level management perspective, having the data and reports coming from one place, versus piecing it together from 10 different systems – it adds to the supervisors’ efficiency.”
— COO, Financial Services
Source: Interviewed for the Total Economic Impact™ of LiveVox’s Contact Center Platform
Business Intelligence in Action
LiveVox WFO Features
- Integrated Performance Analytics
- 150+ Out of Box Advanced Reports
- Agent, Multichannel, and Quality Management Data
- Drag and Drop Visual UI
- Reporting Distribution and Access Controls
- CSAT Analysis
- Agent Scorecards
- Agent Work Queue
- Coaching and E-Learning
- Voice and Multichannel Inbox
- Schedule and Shift Adherence and Management
- Content Library
- Machine Learning Models
- Native CRM and Channel Functionality
Learn why leading contact centers chose LiveVox as their call center for Omnichannel, CRM, AI, and Workforce Optimization 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.
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.
Supplement rather than replace your existing systems of record and CRMs using our simplified API approach, so agents get up and running quickly.
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.
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.