| 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. |
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| Channels | Voice Channel | Enables the voice channel for communication between your agents and customers. | Info |
|---|
You can assign the voice channel to an agent through the Channels tab of the Agent Details window. |
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| SMS Channel | Enables you to access the SMS channel for communication between your 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 you to access the email channel for communication between your agents and customers. | Info |
|---|
You can assign the email channel to an agent through the Channels tab of the Agent Details window. |
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| Chat Channel | Enables you to access the chat channel for communication between your 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 advanced options for agent scheduling, such as 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. |
| Assessor | Enables you to evaluate the interactions between your agents and customers for quality, performance, and compliance. |
| 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. |
| Speech IQ | 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. |
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| Transcribe All Calls | Enables you to transcribe your calls. |
| Sentiment Analyze All Calls | Enables you to analyze your recorded calls based on sentiment. |
| 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. |
| Enhanced Call Recording Storage | Enables you to enhance the reliability and availability of your call recordings. | Info |
|---|
- LiveVox uses cloud object stores for enhanced storage.
- This feature is enabled by default.
|
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| Enhanced Screen Recording Storage | Enables you to enhance the reliability and availability of your screen recordings.
| Info |
|---|
- LiveVox uses cloud object stores for enhanced storage.
- This feature is enabled by default.
|
|
| 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. |
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| API | 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 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. |
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| Contact Management | PDAS | Enables you to access all Phone Dial Attempt Supervisor (PDAS) functions and features within LVP without having to open a different web page. |
| 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. |
| 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 the chat channel and your 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. |