LiveVox CCaaS

We use LiveVox CCaaS to monitor the available and productive times of the workforce. We use it to calculate and understand how much time the agents are available to take calls. We use it also for coaching purposes.

LiveVox CCaaS is very useful in collections services. the dialing, call recording, consent tracking are all compliant with statutory regulations. It is very good option for multichannel contact center with calls, emails, SMS and chat support functions. It really helps with work force managment as well.

I use LiveVox CCaaS on a daily basis to review call transcripts, evaluate sales calls, and live monitor agent to ensure they are following the proper sales procedure in real time. Being able to get a clear transcript of the call is essential to my work because it eliminates the need to review the entire call (this is important when majority of the call are on average 60+ minutes), I can simply filter out certain words and listen to those portions the call, allowing me to be more efficient with my time.
Having the audio split into two channels, one for the members and the other for the agent, is extremely helpful when trying to determine who said what in the conversation and determine if background noise is coming from the member's or the agent's end of the call.

LiveVox CCaaS is definetly the better option when comparing to other platforms that handle the same task. One of the main reasons that I love using the platform compared to products like Encore is that the audio isn't constantly buffering, unlike Encore if you have a failed internet connection the call does not stop or require you to reload the audio.