LiveVox Products | WFO
Multichannel Customer Satisfaction
Quickly pinpoint, report on, and address customer satisfaction issues with simple post-interaction surveys.
Key Benefits of LiveVox’s Multichannel CSAT Surveys
Immediate customer feedback
Increase customer participation by immediately presenting surveys after an interaction on the customer’s preferred channel.
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.
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.
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.
See Multichannel Customer Satisfaction 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.