| Section | Feature | Description |
|
|---|
General
| Encrypted Fields | Enables you to modify the label of up to five dedicated encrypted fields for the Contact entity. |
|
| Trusted Partners | Enables you to add trusted partners to your LVP.
| Info |
|---|
A Trusted Partner model allows two LiveVox sites to share data between each other. |
|
|
| Single Sign On | Enables you to log in to the LiveVox Portal through a 3rd party identity provider such as Okta. |
|
| API | Enables access to public APIs. | Info |
|---|
LiveVox Application Programming Interfaces (APIs) help integrate the functionality of the LiveVox platform with third-party applications, such as customer relationship management (CRM) systems and other systems that you use to manage your accounts and calling lists. You can also use the APIs to build custom applications that make use of LiveVox features, such as custom Agent Desktops and reporting dashboards. |
|
|
| Channels | Voice Channel | Enables the voice channel for communication between agents and customers. | Info |
|---|
You can assign the voice channel to an agent through the Channels tab of the Agent Details window. |
|
|
| SMS Channel | Enables the Short Message Service (SMS) channel for communication between agents and customers. | Info |
|---|
You can assign the SMS channel to an agent through the Channels tab of the Agent Details window. |
|
|
| Email Channel | Enables the email channel for communication between agents and customers. | Info |
|---|
You can assign the email channel to an agent through the Channels tab of the Agent Details window. |
|
|
| Chat Channel | Enables the chat channel for communication between agents and customers. | Info |
|---|
You can assign the chat channel to an agent through the Channels tab of the Agent Details window. |
|
|
WFO
| Agent Scheduling | Enables you to create shifts for your agents and then assign shifts to your agents. |
|
| Advanced Agent Scheduling | Enables you to use the advanced options for agent scheduling, such as the Adherence dashboard and forecast history. For information about the Adherence dashboard, see Work Force Optimization (WFO) > Workforce Management > Agent Schedule Adherence Help. For information about forecast history, see Work Force Optimization (WFO) > Workforce Management > Agent Schedule Forecast History Help. |
|
| Work Queue | Enables you to view e-learning, agent scheduling, and arbitration tasks. |
|
| E-Learning | Enables you to access e-learning tools within the portal and manage e-learning content. |
|
| Agent Assist | Enable you to access Agent Assist tools that use speech-to-text processing to help your agents with necessary information and guidance during interactions. |
|
| Speech IQ | QM | Enables you to use the Quality Monitoring tools. |
|
| Speech Analytics | Enables you to analyze your recorded calls. |
|
| Advanced TTS | Enables you to select advanced Text-to-Speech (TTS) engines (Amazon and Google) within contact flows and phrases.
| Info |
|---|
These TTS engines provide high-fidelity speech synthesis that sounds natural. |
|
|
| Transcribe All Calls | Enables you to transcribe your calls. |
|
| Sentiment Analyze All Calls | Enables you to analyze your recorded calls based on the sentiment of the customer. |
|
Sentiment Analysis Realtime
| Enables you to analyze the sentiment of your interactions in real time. |
|
Call Summarization
| Enables you to obtain a summary of the calls for further analysis. |
|
| Intent Identification | Enables you to identify the intent in the interactions. |
|
| Recording | Call Recording | Enables you to record calls between your agents and customers. |
|
| Screen Recording | Enables you to record screens during a call between your agents and customers. |
|
| Analytics | BI Analytics | Enables you to replace static reporting with fast graphical views of operational data. | Info |
|---|
LiveVox Analytics provides an integrated, highly scalable, and secure cloud Business Intelligence solution to create insightful and actionable intelligence that leverages your LiveVox data. |
|
|
Contact Management
| Attempt Supervisor | Enables you to access Attempt Supervisor to set a limit for the maximum number of contact attempts to an account or a phone number, as part of the dialing compliance plan for a user. |
|
| Accounts | Enables you to manage accounts and use them in association with contacts and tickets. |
|
| Designer | Enables you to create and manage the Agent Desktop experience by designing desktops for agents. It uses an interface that enables you to preview the Agent Desktop as you design it (that is, the What You See Is What You Get system). It contains components and containers that are used to display the contact information (CRM) on the Agent Desktop and targeted scripts for guiding an agent to perform specific activities.
| Info |
|---|
U-Script comes with the Designer Desktop, so you don't need a separate license. |
|
|
| Script |
|
|
| Customer Care | Ticketing | Enables ticketing. |
|
| Knowledge Base | Enables the Knowledge Base portal. |
|
| UCaaS | Emergency Services | Enables your agents to make an enhanced 911 (E911) call. |
|
| Meetings | Enables you to join or schedule meetings on the Agent Desktop or through the Meetings mobile application. |
|
| Chat | Enables agents to chat with other agents. |
|
| PBX | Enables the LiveVox cloud-based hosted IP PBX (Internet Protocol-based Private Branch Exchange) service tailored for back-office users who do not want to rely on a Customer Premises solution. |
|