LiveVox Products | WFO
Call and Screen Recording
A fully-integrated solution providing you with complete visibility on agent-customer interactions, helping you drive performance, quality, and compliance in your contact center.
Key Benefits of Call and Screen Recording
Gain complete ‘eyes and ears’ visibility on 100% of interactions across all channels, effortlessly retrieve and playback any interaction in-full, and capture payments securely with API-driven recording pause and resume.
Improve agent performance
Understand agent performance holistically by seeing how they are dealing with on-screen processes. Provide highly detailed, objective feedback in the form of annotated, synchronized call and screen recordings, direct to agents’ desktops.
Capture the full desktop, including dual monitors, so you can see exactly how agents are dealing with applications and processes on screen, whether they are taking payments securely, and if they are engaging in on-screen distractions.
In-Depth Look At Call And Screen Recording
Get a deeper look at LiveVox’s Call and Screen Recording functionality.
Record and playback everything
Manually retrieving and distributing call recordings is clunky, time-consuming, and risks breaches of sensitive customer data. LiveVox’s solution allows you to easily retrieve, distribute, and playback comprehensive call recordings that include the full desktop screen, agent information, and all relevant call metadata. All via one unified platform.
This information can be easily leveraged in LiveVox’s speech analytics solution to quickly pinpoint calls that impact compliance, customer experience, and other key performance indicators.
Find out more about our speech analytics solution – SpeechIQ®.
Unlock calls as a powerful coaching resource
Scores alone are not very useful for agents looking for actionable performance feedback. When combining Call and Screen Recording with LiveVox’s Quality Management tool, supervisors can score and add notes and comments to call and screen recordings, including the ability to tag specific parts of the call audio with detailed feedback. These can then be sent directly to agent desktops, in-platform, for review.
Find out more about LiveVox Quality and Compliance Management capabilities.
Simple and Secure
With LiveVox you don’t need to worry about how to store your call recordings securely or redact sensitive payment information. That’s handled by us on our PCI-DSS certified platform. And, our integrated platform makes it easy to access call recordings as part of your wider quality management and business intelligence processes.
Learn more about how we can help you address payment data security requirements.
Call and Screen Recording 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
Call and Screen Recording 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.
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.
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.