LiveVox Announces Workforce Management Solution to Address Today’s Biggest Challenges in the Contact Center
October 25 2021 - 8:00AM
Business Wire
The cutting-edge, simplified approach to
workforce management will enhance LiveVox’s CCaaS offering,
creating a comprehensive, one-stop platform for its customers
LiveVox Holdings, Inc. (“LiveVox” or the “Company”), a leading
cloud-based provider of customer service and digital engagement
tools, has announced LiveVox WFM. In today’s challenging
environment, particularly with the rise in remote work due to the
pandemic, running a contact center efficiently while keeping
customers and agents happy presents many challenges. LiveVox’s new
WFM offering – including the new LiveVox WFM mobile app – gives
managers and agents the tools needed to overcome these challenges,
including:
- Demanding customers and an unpredictable environment.
Today’s customers expect to be able to contact companies on demand,
at any time, and their tolerance for long wait times has never been
lower. Ensuring that you have the right agents ready at the right
time and on the right channels to resolve customer issues promptly
is an ongoing challenge. Without the ability to forecast, schedule,
and report on staffing intelligently, contact center managers will
face inevitable setbacks.
- Growing agent expectations around how they’re managed.
Generational changes and shifting workplace dynamics mean that
agents now expect to have greater input into, and control over, how
and when they work. Without the right technology and approach,
contact centers may face challenges around agent performance,
engagement, and retention.
- A more dispersed workforce than ever. While remote work
has been a growing trend for some time, 2020 required contact
centers to rapidly and drastically adapt to remote agents. The
pre-existing shift to remote work has rapidly accelerated and,
pandemic or not, unless organizations are equipped with the right
communication tools they will struggle to foster an agile, dynamic,
and collaborative environment.
“Managing agent and customer expectations has been a growing
challenge for organizations for the last couple of years, as both
cohorts have demanded more control and personalization,” said
LiveVox CEO Louis Summe. “However, these challenges have been
amplified by the rapid acceleration in remote work. These factors
have caused contact centers to seek new, and increasingly
automated, solutions. Today’s contact center needs an AI-assisted
and flexible technology. A need that LiveVox WFM and our
out-of-the-box AI-enabled solutions address.”
LiveVox WFM’s key capabilities include:
- Agent Scheduling. Fast and accurate schedule
optimization for fixed, floating, and rotating schedules.
- Forecasting. Includes skill-based omnichannel
forecasting and user-definable data selection with the ability to
include spreadsheet data into forecasts.
- Automated Schedule Adjustment Plans. An on-demand
toolkit that enables analysts to create, save, and re-use an
unlimited number of customizable adjustment strategies.
- Communication Framework. A powerful, integrated
messaging framework allows the whole team to interact across five
distinct bi-directional communications channels.
- Automated Schedule Attendance Monitor. Integrated with
the agent mobile app, provides an automated and streamlined
approach to track agent attendance.
- Reporting. A full set of reports providing the KPIs
needed for efficient WFM execution.
To further illustrate the capabilities LiveVox will be able to
provide their customers through this capability, a financial
services company with 850 contact center agents is seeking to
automate processes, increase agent productivity, and better serve
its customers with LiveVox WFM. “This is the most user friendly WFM
platform we have ever used without sacrificing full functionality
for the enterprise. The transition was smooth and painless,” a
manager at the contact center said.
To learn more about LiveVox’s new WFM offering, click here.
About LiveVox
LiveVox (Nasdaq: LVOX) is a next-generation contact center
platform that powers more than 14 billion interactions a year. By
seamlessly integrating omnichannel communications, CRM, AI, and WFO
capabilities, the Company’s technology delivers an exceptional
agent and customer experience while reducing compliance risk. With
20 years of cloud experience and expertise, LiveVox’s CCaaS 2.0
platform is at the forefront of cloud contact center innovation.
The Company has more than 500 global employees and is headquartered
in San Francisco, with offices in Atlanta; Columbus; Denver; New
York City; St. Louis; Medellin, Colombia; and Bangalore, India. To
stay up to date with everything LiveVox, follow us at @LiveVox or
visit livevox.com.
Forward-Looking Statements
This press release contains certain forward-looking statements
within the meaning of Section 27A of the Securities Act of 1933, as
amended, and Section 21E of the Securities Exchange Act of 1934, as
amended. These statements may be made directly in this press
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“projects,” “should,” “could,” “would,” “may,” “will,” “forecast”
and other similar expressions are intended to identify
forward-looking statements. All forward-looking statements are
based upon management estimates and forecasts and reflect the
views, assumptions, expectations, and opinions of the Company as of
the date of this press release, and may include, without
limitation, changes in general economic conditions, including as a
result of COVID-19, all of which are accordingly subject to change.
Any such estimates, assumptions, expectations, forecasts, views or
opinions set forth in this press release constitute the Company’s
judgments and should be regarded as indicative, preliminary and for
illustrative purposes only. The forward-looking statements
contained in this press release are subject to a number of factors,
risks and uncertainties, some of which are not currently known to
the Company, which may cause the Company’s actual results,
performance or financial condition to be materially different from
the expectations of future results, performance of financial
condition. Although such forward-looking statements have been made
in good faith and are based on assumptions that the Company
believes to be reasonable, there is no assurance that the expected
results will be achieved. The Company’s actual results may differ
materially from the results discussed in forward-looking
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any forward-looking statements, which speak only as of the date
made. These forward-looking statements are made only as of the date
hereof, and the Company does not undertake any obligations to
update or revise the forward-looking statements, whether as a
result of new information, future events or otherwise, except as
required by law.
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version on businesswire.com: https://www.businesswire.com/news/home/20211025005301/en/
Investor: Alexis Waadt awaadt@livevox.com
Ryan Gardella livevoxIR@icrinc.com
Press: Nick Bandy nbandy@livevox.com
Katie Creaser livevoxPR@icrinc.com
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