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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.

Product Brief

In-Depth Look At Quality Management

Get a deeper look at LiveVox’s omnichannel Quality Management functionality by reading this brief.

LiveVox U-QM Product Brief
Self-Configuration

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.

Simplified Training

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.

Speech Analytics

From your level, at your pace

Our consultants are here to help you design a program that fits your specific needs, from creating an optimized review process to leveraging advanced analytics.

Learn more about our speech analytics solution.

See Quality and Compliance Management in Action

LiveVox Compliance and Quality Management

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

Quality and Compliance Management 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

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.