LiveVox Products | WFO
Quality and Compliance Management
A simple, omnichannel quality management solution to embed quality, compliance, training, and development into your contact center’s DNA.
Key Benefits of LiveVox’s Quality and Compliance Management
Scale how you reduce risk
Review more interactions, on more channels, more effectively, and identify and address risk with comprehensive tools.
Replace manual, clunky processes
Easily set up automated workflows with a fully integrated solution that eliminates manually-intensive processes.
Improve agent performance
Easily create custom eLearning libraries and manage training and coaching tasks across a dispersed workforce.
Smart call review and scoring
Create custom scorecards for any channel and automate the process of reviewing calls using metadata to surface and analyze the most important calls.
Learn more about our Agent Scorecard capabilities.
Scaled digital training
Easily provide highly targeted feedback and training to your agents, wherever they are located, and assign tasks and resources via a simple interface.
Learn more about our eLearning solution.
See Quality and Compliance Management 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.