LiveVox Solutions | Platform Capabilities
Optimize 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.
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.
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.
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.

I want to add AI Virtual Agents with omnichannel

I want to Improve my IB customer service

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

I want to improve CX and Compliance with analytics

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
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.

What Are Your Advantages With LiveVox?
Transform your contact center's performance with a proven cloud platform that's actually easy to use and optimize.

Billions of Omnichannel interactions powered every year

Trusted by game-changing clients for more than 20 years

Recognized by the industry's leading analysts
Fully-Integrated Public Cloud Platform
+ Unified Tools, Channels, And Data To Maximize ROI
+ Fast, Easy, And Cost-Effective To Scale And Optimize
+ Turnkey Omnichannel / AI / Analytics Out-Of-The-Box
AX Workplace Made For Contact Centers
+ Integrate It All, Including Agent Workflows, In One Screen
+ Smart, Simple, And Seamless Cross-Channel Interactions
+ Easily Push And Pull Data From Your CRM / Other SORs
Scalable, Flexible, Reliable, And Secure
+ 100% Public Cloud Infrastructure And 24/7/365 Support
+ Easily Configure Our Modules, APIs, And Growing Partner Network
+ End-To-End SLA / High Availability And Enterprise-Grade Security
Certifications
LiveVox is proud to be both PCI and SOC 2 Compliant.
