LiveVox Announces Workforce Management Solution to Address Today’s Biggest Challenges in the Contact Center

Rhea-AI Summary

LiveVox Holdings has launched its new workforce management solution, LiveVox WFM, aimed at enhancing efficiency in contact centers amidst the challenges posed by remote work. This platform includes capabilities such as agent scheduling, omnichannel forecasting, and an integrated communication framework. The software is designed to meet rising customer and agent expectations in a dispersed work environment. A financial services company reported a smooth transition to the new system, highlighting its user-friendly interface without sacrificing functionality.

Positive

• Launch of LiveVox WFM to improve contact center efficiency.
• Includes advanced features like automated schedule adjustments and omnichannel forecasting.
• Reported user satisfaction from a financial services company, emphasizing ease of use.

Negative

• None.

The cutting-edge, simplified approach to workforce management will enhance LiveVox’s CCaaS offering, creating a comprehensive, one-stop platform for its customers

SAN FRANCISCO--(BUSINESS WIRE)-- 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 release. Some of the forward-looking statements can be identified by the use of forward-looking words. Statements that are not historical in nature, including the words “anticipate,” “expect,” “suggests,” “plan,” “believe,” “intend,” “estimates,” “targets,” “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 statements. Readers are cautioned not to place undue reliance upon 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.

View source 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

Source: LiveVox Holdings, Inc.

FAQ

What is LiveVox WFM?

LiveVox WFM is a new workforce management solution aimed at improving efficiency in contact centers.

How does LiveVox WFM help contact centers?

It offers features like agent scheduling, forecasting, and an integrated communication framework to meet customer and agent expectations.

When was LiveVox WFM announced?

LiveVox WFM was announced recently, focusing on addressing challenges in remote work environments.

What are the key features of LiveVox WFM?

Key features include automated schedule adjustments, agent scheduling, omnichannel forecasting, and reporting capabilities.

What feedback has LiveVox WFM received?

A financial services company reported a smooth transition and praised its user-friendly interface.