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LiveVox Products | WFO

Multichannel Customer Satisfaction

Quickly pinpoint, report on, and address customer satisfaction issues with simple post-interaction surveys.

LiveVox [Multichannel Customer Satisfaction / woman on phone]

Key Benefits of  LiveVox’s Multichannel CSAT Surveys

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Immediate customer feedback

Increase customer participation by immediately presenting surveys after an interaction on the customer’s preferred channel.

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Get feedback in context

Effectively analyze and develop improvement programs with CSAT findings that includes full campaign and agent metadata.

Automate important response actions

Use survey results to automatically trigger specific actions, like agent call back, to mitigate the impacts of a negative experience.

Product Brief

In-Depth Look At CSAT

Get a deeper look at LiveVox’s CSAT functionality.

LiveVox CSAT Product Brief
Unified Platform

A fully integrated solution

All survey data includes relevant call, agent, and campaign data so you can leverage CSAT insight as part of your wider quality management processes.

Learn about LiveVox’s BI and Performance Analytics.

Self-Configuration

Fast-to-implement, easy-to-use

Empower contact center managers to easily create and roll out CSAT surveys with little to no need for technical support.

Incorporate surveys into our Agent Desktops.

Channels of Choice

Omnichannel surveys

Meet the demands of the modern customer by enabling feedback from any channel, from Voice and SMS, to Webchat and Email.

Expand engagement beyond Voice.

See Multichannel Customer Satisfaction in Action

LiveVox CSAT

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

Multichannel Customer Satisfaction 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

Why LiveVox?

Learn why leading contact centers chose LiveVox as their provider for Omnichannel, CRM, AI, and Workforce Optimization solutions.

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.