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 LiveVox’s Call and Screen Recording
Gain complete ‘eyes and ears’ visibility on 100% of interactions across all channels, effortlessly retrieve and playback any interaction.
Improve agent performance
Understand how agents are dealing with on-screen processes and provide highly detailed feedback in the form of annotated, synchronized call and screen recordings.
Capture the full desktop, including dual monitors, so you can see whether agents are taking payments securely, and if they are engaging in on-screen distractions.
Record and playback everything
Easily retrieve, distribute, and playback comprehensive call recordings that include the full desktop screen, agent information, and all relevant call metadata.
Learn how to leverage this data with SpeechIQ®.
Unlock a powerful coaching resource
Score and add notes or comments to call and screen recordings to leverage during training and coaching sessions with your agents.
Learn more about our Quality Management tools.
See Call and Screen Recording 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
Why Choose LiveVox?
Better Customer Experience
Agents engage via configurable workflows in tailored desktops. The tailored desktops have the benefit of key consumer profile information 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 industry guide and 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.