LiveVox WFO/WFM

by LiveVox

Easy-to-use and activate WFO tools

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Key Benefits of LiveVox WFO/WEM

WFO solutions are completely integrated into, and accessible through, the LiveVox platform for rapid activation and ease of use.

Call and Screen Recording

  • Capture 100% of interactions, wherever your agents are based. Easily search, play, score, and report on synchronized call, screen, and multichannel recordings, and drop in on calls live. Recordings are securely stored in the LiveVox cloud and are accessible and distributable intraday via any modern web browser.

Agent Scheduling

  • The LiveVox Agent scheduling tool allows you to automate schedules by balancing shift rules, work hours, breaks, off times, and the skills of your personnel. You can distribute the schedule to your whole team within the platform, introduce real-time updates, and enable your staff to swap shifts independently

Quality Management

  • Embed a cycle of monitoring, reporting, coaching, and training into the workflows of your contact center to constantly improve and iterate on your performance, compliance, and quality standards. LiveVox offers the tools and expertise to help you work towards a quality management process that automatically monitors and scores 100% of all interactions on all channels.

Business Intelligence and Performance Analytics

  • As part of the unified data model, our U-BI tool allows you to overlay data from every channel, every agent, every customer, and every interaction giving you a 360-degree view of your operation across performance, compliance, business outcomes, and more. You gain immediate access to 150+ out-of-the-box reports. Custom reports can be created easily, via a user-friendly drag and drop interface.

Coaching and E-Learning

  • Create a coaching and e-learning process that is bespoke to the needs of your business. Training and e-learning programs, call recordings, and performance reports can be distributed within the platform. Agent’s acknowledgment and completion of these coaching tasks are trackable, wherever they are based.

Customer Satisfaction

  • Easily create and implement post-call Customer Satisfaction (CSAT) surveys to understand the sentiment of your customers, from a macro to micro-level. Because all data on the LiveVox platform is unified, you can overlay scores with other relevant data to understand CSAT in relation to other factors