LiveVox Solutions | Platform Capabilities

Optimize Remote Agent Performance

Empowering and managing work-from-home agents presents quality and compliance challenges. LiveVox combines best practices and technology to optimize your remote agent performance.

LiveVox Platform Solutions

Monitor All Interactions

Maintain insight on all agent activity by automatically capturing what agents say and do on their desktops with Call and Screen Recording.

Get Timely Alerts

Monitor 100% of your interactions and automatically get alerts whenever any keywords of your choice are used.

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Simplify the Agent Experience

Make interacting with customers easier for your agents by incorporating dynamic scripts directly into the agent desktop.

Provide Digital Training

Make interacting with customers easier for your agents by incorporating dynamic scripts directly into the agent desktop.

LiveVox eBook: Omnichannel Compliance

Best Practice Video

Use Ticketing to Streamline CX for Remote Agents

Learn how contact centers are leveraging Unified Ticketing to streamline customer experience across remote agent groups.

LiveVox eBook: Omnichannel Compliance

Tip Sheet

Simplify Your Shift to At-Home Agents with LiveVox

If you’re about to make the transition to an at-home agent workforce, or, are somewhere on the journey already, it can be daunting to maintain performance levels and customer experience. LiveVox makes this process simplified and effective. Find out how by downloading this tip sheet.

Find the Right Solution For You

Explore the solutions below to find the best match for your organization.

Cloud IVR Bundle

I want to add AI Virtual Agents with omnichannel

IB Contact Center Bundle

I want to Improve my IB customer service

OB Campaigns and Compliance Bundle

I am mostly outbound, want to mitigate risk and add channels

Speech Analytics Bundle

I want to improve CX and Compliance with analytics

Two-Way Messaging Bundle

I want a digital-first or digital-only engagement

A Forrester Study

The Total Economic Impact™ of LiveVox’s Contact Center Platform

A commissioned study conducted by Forrester Consulting shows a three-year 229% ROI and payback in less than 6 months with LiveVox’s Contact Center Platform, powered by a purpose-built CRM.

Source: The Total Economic Impact™ of LiveVox’s Contact Center Platform, a commissioned study conducted by Forrester Consulting on behalf of LiveVox, July 2021

LiveVox Platform Brochure

“Managing the number of staff and their schedules is driven by the data that we receive from LiveVox because it tells us trends on calls, texts, emails, everything. The data drives our workforce management solution to ensure that we know where agents are needed, who needs to be working, and at what time they are needed.”

— COO, Financial Services

Source: Interviewed for the Total Economic Impact™ of LiveVox’s Contact Center Platform

“Managers have been so happy with their ability to now monitor their agents because they feel like they’re catching stuff that they were missing before like agents taking too long on calls, going to break for too long, or not coming back from lunch.”

— COO, Financial Services

Source: Interviewed for the Total Economic Impact™ of LiveVox’s Contact Center Platform

Learn more about remote workforce management

Check out our Frequently Asked Questions below.

Why Choose LiveVox for Remote Agent Workforce Management?

With LiveVox you’ll get a cutting-edge, simplified approach to workforce management and collaboration. LiveVox’s workforce engagement management tool set helps contact centers run at peak efficiency by combining analytics, quality management, eLearning, coaching, CSAT, and call and screen recordings functionality in one place so managers can benefit from a one-stop-shop hub for their entire agent experience. We leverage data and automation to forecast demand, implement skill-based schedules, monitor adherence and intelligently adjust schedules on the fly to maximize contact center efficiency. 

What is remote workforce management?

Remote workforce management is the practice of leading distributed teams across different geographic locations. To manage a remote workforce successfully, companies will deploy a mix of communication strategies, online processes, and digital tools to get work done. When contact center employees are performing their jobs from places other than physical offices, supervisors will use workforce engagement management tools like call recordings, speech analytics reports, eLearning modules, and more to set and monitor agent productivity standards. Internal chat channels, email, and video conferencing also play a big role in the remote work environment for contact centers and knowledge workers alike.

How do you manage a workforce remotely?

Effectively managing a remote workforce requires a combination of getting the right technology and processes in place. Organizations can overcome WFM limitations with an advanced communication framework like the one offered by LiveVox. Agents, supervisors and analysts can be seamlessly connected through tightly integrated desktop portals, messaging groups and notification channels. Agents can stay up-to-date on their most current schedules, including shift times and breaks, with the ability to shift-bid, shift-swap, and make PTO requests, all via a mobile app.

What are the challenges of managing a workforce remotely?

Managing a remote work environment can be very challenging. Some of the common difficulties include establishing clear and open lines of communication,  tracking work progress and productivity, maintaining a positive and engaged culture, scheduling difficulties due to different time zones, and building trust among teammates who may have never met in person. Finding the sweet spot for work/life balance can also be a struggle for some remote teams as some find it difficult to unplug without a clear distinction between home and work.

That’s why workforce management tools like agent scorecards, schedule and shift adherence, internal chat, and knowledge bases are critical to managing a remote workforce. They help keep team’s connected and on top of the tasks in front of them.

Learn about LiveVox’s customer engagement platform

Download this brochure for a comprehensive view of LiveVox’s capabilities.

LiveVox Platform Brochure

Why LiveVox?

Learn why leading contact centers chose LiveVox for their Omnichannel, CRM, AI, and Workforce Engagement Management solutions.

Frictionless Agent & Customer Experiences

Easily improve customer service and 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 contact center operations 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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Integrated Agent Workflows

LiveVox’s unified data platform combines a native CRM with public APIs, multiple integration points, and configurable agent desktops to address critical efficiency gaps by syncing processes, apps, and systems.

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An Industry-Leading End-to-End SLA

Platform reliability you can count on with unmatched end-to-end coverage made possible by LiveVox's infrastructure, application, and services.

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A Partnership You Can Trust

LiveVox contact center solutions will support 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.