Home Not Alone

The contact centre homeworking team support and collaboration solution.

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Trusted by leading businesses

Utility Warehouse
SSE
Allianz
Bupa
NWG
dpd

Welcome to your Digital Workplace

LiveDesk is the support and collaborative workspace for contact centres with homeworkers. It provides everything your service teams are used to when they’re in the office, when they’re working from home:
Support — quickly get help from team members, subject matter experts and “virtual” floor walkers
Training and 1-2-1s — organise and manage sessions using Teams and Zoom etc with webcams, voice and screensharing
Bulletins — keep advisors updated on major service and sales issues with alerts and bulletins
Social spaces — private chat rooms for breaks and socialising

With LiveDesk you’ll also better understand what support people need. And, be able to reuse the great answers and information your team have already created.

LiveDesk is ideal for advisors working with service and sales enquiries over the phone as well as via webchat, social media and email.

As it’s cloud based, super secure and simple to use, its easy to deploy whether you have five or five thousand advisors.

LiveDesk is designed to work with other solutions that your office and homebased advisors use — from Slack and Teams to Zoom and Webex.

A collaborative workspace

Today’s businesses have digitally connected teams spread around cities, countries and even the globe. To support this, new communication processes and systems are required. These need to make sure that everyone has access to the fast-changing knowledge they require to work effectively.

To help your distributed service teams to be “in the know and in the now” we’ve created LiveDesk.

With LiveDesk your teams have perpetual “work spaces” where they can collaborate effectively — whether they’re in the office or at home.

LiveDesk uses familiar ideas such as rooms, breakout areas, keys to get in and office managers etc. Your LiveDesk is always there, but it’s only open during work hours and when key holders (managers) are in.

LiveDesk will unite your teams so they work together on your mission to provide great customer service.

Start your free trial

Key features

Everything you need to make your digital workplace tick — organised your way

Workplace Users

Workplace Users

At a glance see who’s available in the office and at home in all departments from service to IT.

Threaded Chat

Threaded Chat

For escalations, resolutions or even social. Threads and name stamps make it easy to identify adviser knowledge gaps as well as the speed and accuracy of answers from floor walkers.

Polling

Polling

Get feedback from advisers in seconds. Use it for everything from checking that critical info has been read to measuring team satisfaction and engagement.

Bulletins & Alerts

Bulletins & Alerts

Post important information in an instant and keep everyone up to speed with what's happening across your organisation. Get everyone's attention for mission critical information and updates.

Training, Coaching and 1-2-1s

Training, Coaching and 1-2-1s

Use Teams, Webex and Zoom, with drag and drop meeting creation with who’s there.

Link Share

Link Share

Manage and distribute critical website and intranet links in a single place that is easy for advisers to access.

Custom Layouts

Custom Layouts

Arrange LiveDesk pods just the way you want to optimise it for your business and teams.

Support for key Contact Centre activities

Virtual Floorwalking

Service experts that “walk” the office floor and support advisers are a key feature of many contact centres. In LiveDesk, “virtual” floorwalkers support your team through chat pods. Advisors simply add their queries to a chat window and all of your floorwalkers can see them instantly to reply. Experts can keep several chats open at once so they’re not tied up in 1-2-1s. And, spend more time helping and less time walking.

Briefings & Communications

How do you make sure your frontline team has taken on essential information? LiveDesk briefings and communications are delivered through a practical Billboard — making sure your customer service team is always on the same “virtual” page. Alert Broadcasts can also be sent to a team, or a whole contact centre, and appear full screen. Using LiveDesk polling you can also check to make sure that important information has been received and understood.

Time & Attendance

LiveDesk works seamlessly with the CloudWorks TeamTonic time and attendance solution. So, you can automatically track activities and schedule adherence as well as tag exceptions like sickness, absence or IT downtime. Also, using APIs and workflows, your management team can get real time views of whether advisors are working at the correct times.

Team Meetings, 1-2-1s, Coaching & Training

Quickly organise ad-hoc and planned meetings with an adviser or your whole team. LiveDesk works with Zoom, WebEx and Teams. Sessions can be screen recorded, as well as logged, for easy retrieval and compliance.

Recovery & Continuity Management

When IT and telephony problems are affecting frontline staff, managers, team leaders and floor walkers will be the first to know. LiveDesk will help you identify problems, mitigate the effects and prioritise fixes to provide better continuity and recovery.

Critical Interaction Support

Critical interactions, for example when PCI payments fail, can be assigned their own chat pods so they can be escalated quickly and receive the extra care needed.

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Solving your home working challenges

Like working in your office, but from home

Getting Support
I don’t know how to resolve this customer query… I need help right now!

In the Office

Advisers gesture to get the attention of a floorwalker. Or, put the customer on hold, call a manager or team leader and wait for them to become free.

The Virtual Office

Type a question into the Floorwalker chat pod and get a quick reply. The response time and quality of the answer are measured to allow continuous improvement.

Important Notices
We’ve got to let everyone know ASAP.

In the Office

Email the notice, put it on the office notice board and pass it down through managers to team leaders and advisers.

The Virtual Office

Post the notice on the Billboard and create a Broadcast Alert that appears full screen to everyone on LiveDesk and must be acknowledged before work can continue.

1-2-1s
How do I find the time?

In the Office

Find a meeting room, schedule a time, go there and get back. 20 mins of logistics for a 20 min meeting.

The Virtual Office

Drag and drop team members into a virtual breakout room and launch a Zoom, Teams or WebEx meeting in an instant.

Staying in the know
What’s going on in the office today?

In the Office

Hear and see teams in discussion with customers and each other on the floor and by the water cooler.

The Virtual Office

See all the work as well as public social chats and get the buzz of the virtual office.

Providing Support
We need to find good answers for everyone… fast!

In the Office

Support team members handle one enquiry at a time in person or over the phone. It’s difficult to measure the speed and quality responses.

The Virtual Office

The support team handle multiple chats and reuse their best answers to FAQs. Questions, responses times and answers can be analysed to pinpoint adviser as well as support team knowledge gaps and improve response times.

Socialising
Getting to know people and making friends

In the Office

Saying hello on the way in, a discussion over lunch and a quick chat over coffee on a break.

The Virtual Office

Trip to the kitchen to get a cup of tea (as well as that cheeky muffin) and say hello to everyone on the Social chat pods.

Features Comparison

Feature
LiveDesk
Teams
Slack
Zoom
Roles & Permissions
Persistent Space
Max Users per Group / Space
1000
20
25
30
Size Based Distribution & Grouping
Virtual Rooms
Virtual Bays
Private Breakouts
Drag & Drop Meetings
Location (Physical & Virtual)
Threaded Chat
Multiple Chats within Group
Group Social Chat
Management Hangout Space
Custom Layouts
Permission Based Views / Controls
Personalised UI (Drawers)
Pods
Layout Recall & Change
Integrated Polling
Ratings
Discussion Trends
Billboard
Broadcast Alerts
Departments
Audio / Video Conferencing
1
Screen Share
1
Status (Raise Hand, Break, etc)
Presence (In, Out, Busy)
Share Link
Share File
ACD / Office Wallboards
User Engagement Scorecards
  1. LiveDesk leverages APIs with Teams, Zoom, Connect and Meet for AV

Benefits for your team, customers & business

Operational


Reduce frontline management overheads

By 30 to 40%

Increase adherence

By 1.2 to 3.4%

Decrease it downtime

By 0.8 to 1.2%

Increase first call resolution

By 12 to 15%

Increase agent and team engagement

By 40%

Strategic


Increase advisor tenure

Put the fun into working from home with virtual communities.

Reduce cost to serve

Provide the information advisors need to cut handling time and increase first call resolution.

Increase sales

Provide better and real time sales support for advisors.

Boost Csat and advocacy

Provide customers with better answers faster and right first time.

Reduce contact volume

Mine support interactions to find why customers are calling so these can be resolved in other ways.

Reduce stress, isolation and absence

Support from your team for your team every minute of every day.

Start your free trial

 

  • Users

  • Pods

  • Breakouts

  • Rooms

  • Admin Management

  • Usage Metrics

  • Export Transcripts

  • Azure Active Directory Enabled (AADE)

  • Data Security

  • Technical Support

  • Dedicated Account Manager

  • Enterprise Level SLA

Trial

  • 300 Users  

  • Pods  

  • Breakouts  

  • Rooms  

  • Admin Management  

  • Usage Metrics  

  • Export Transcripts  

  • Azure Active Directory Enabled (AADE)  

  • Data Security  

  • Email support  

  • Dedicated Account Manager  

  • Enterprise Level SLA  

Free* during 30 days

* after 30 days the first will be automatically billed in your payment information

Standard

  • Up to 500 Users  

  • Pods  

  • Breakouts  

  • Rooms  

  • Admin Management  

  • Usage Metrics  

  • Export Transcripts  

  • Azure Active Directory Enabled (AADE)  

  • Data Security  

  • UK Business hours (9am - 5pm)  

  • Dedicated Account Manager  

  • Enterprise Level SLA  

from £10 / user / month

Enterprise

  • > 500 Users  

  • Pods  

  • Breakouts  

  • Rooms  

  • Admin Management  

  • Usage Metrics  

  • Export Transcripts  

  • Azure Active Directory Enabled (AADE)  

  • Custom Data Security  

  • 24/7 support, 365 days a year  

  • Dedicated Account Manager  

  • Enterprise Level SLA  

Our Clients

LiveDesk is trusted by leading businesses

Utility Warehouse
SSE
Allianz
Bupa
NWG
dpd

About Us

The Sensée and LiveDesk story

LiveDesk is developed by Sensée. We’re the UK’s largest homeworking only outsource customer service provider. We’ve over 1000 advisors helping leading brands from healthcare to financial services provide brilliant service — on calls, webchat, social media and email — every day.

We created LiveDesk to support, engage and unify our homeworking teams. It makes sure that everyone is on the business pulse and has the support they need in an instant.

LiveDesk is also a digital workplace where our people engage and support each other in what we call “Live Management”.

LiveDesk strengthens the bonds between our people and teams wherever they are. So, they work more effectively as well as productively and are never alone when they’re working from home.