Transforming the Contact Center Customer Experience Through an Empowered Agent Experience
Watch our recent webinar to hear our panel of industry experts, featuring guest speaker Art Schoeller, VP & Principal Analyst at Forrester, discuss the latest survey findings and industry insights that reveal a new path to improved CX and agent performance.
Thought Leadership Paper:
Transform the Agent and Customer Experience Using Contact Center Solutions With Embedded CRM Capabilities
Explore these value-based bundles designed to improve the customer and agent experience based on our work helping other companies like yours.
Thought Leadership Paper
Transform CX & Agent Experience Using a Contact Center Platform with Embedded CRM Capabilities
According to a study conducted by Forrester Consulting, “key challenges around tracking the customer journey, serving customers on their channel of choice, and integrating with other systems are creating costly barriers to agent and customer experience excellence”.¹
Download the full study to learn how a unified contact center platform solves for these issues, enabling businesses to drive rapid growth and performance.
¹Source: Transform The Agent And Customer Experience Using Contact Center Solutions With Embedded CRM Capabilities, a commissioned study conducted by Forrester Consulting on behalf of LiveVox, March 2021
A Single Pane of Glass
Customer Satisfaction Enabled by Agent Success
LiveVox delivers reliable, easy-to-use technology that helps enable your contact center to maximize performance, while reducing risk. Watch our videos below to get a better understanding of everything the LiveVox Platform has to offer your business.
Explore the LiveVox Platform
Seamlessly Unify the Customer Experience with Integrated Channels
Close the cross-channel gap with a fully integrated omnichannel platform that incorporates Voice, Email, SMS, Web Chat, and Chatbots.
Mitigate the risk of non-compliance for the communication tools your customers demand whether your agents are initiating conversations or responding to customers. Leverage unified customer profiles to create, facilitate, and manage seamless digital engagement across the entire customer journey.
Create Optimal Agent & Customer Experiences and Get Powerful Omnichannel Insights
Creating better customer experiences means having the right information to personalize every interaction on every channel within your contact center.
Leverage your existing CRM investments to collect and connect all interaction data into a unified customer profile that is always up-to-date and improve the agent experience with intuitive workflows and configurable scripts. Optimize conversations to delight customers, retain agents, and increase revenue.
Drive Agent Productivity and Organizational Understanding of Performance
LiveVox provides an environment for contact center leaders to continually and easily monitor, evaluate, and improve performance and quality.
Record calls and agent screens so you can assess agent interactions for productivity and adherence to compliance guidelines. Promote quality with 100% auditing using speech analytics. Quickly and accurately enable agents to learn and improve from best practices using e-learning capabilities. Make better business decisions using data-driven insights.
Our customers use LiveVox’s easy-to-use contact center platform to deliver exceptional agent and customer experiences while reducing compliance risk.
“Nobody touches our members or impacts the profitability of my organization more than LiveVox. It’s low cost, highly effective, easy to use, and lets me focus on teaching my staff how to run the business. So many of our members are world travelers, and now we can reach them wherever they are.”
—Anthony Warden | VP of Contact Center, Texas Dow Credit Union
“Prior to LiveVox, we were using several different applications across voice, email, and SMS. With LiveVox, all of our channels are on a single platform, providing our agents with the insight they needed to immediately identify and service the customer, regardless of the channel.”
—Tom Nusspickel | COO, American First Finance
“LiveVox was key in helping us to adapt not only by making the shift to work from home easy, but also the incorporation of new channels. Their ability to provide flexibility for us as a business allows us to pass that on to how we service patients.”
—Nathan Allen | Senior Vice President — Eligibility Practice Team Leader, MedAssist
See how we delivered successfully for a number of our clients.
Eastern, a BPO, lowered its cost of service, improved CX, and increased contact rates by 79% with 2-Way SMS.
Voice | Quality Management
Royal Caribbean leveraged SpeechIQ’s Call Driver reports to understand the reason for every inbound customer call.
Not sure what to do about your Agent Productivity? Need to know what the best time to communicate with customers via SMS is? Don’t worry, we have every resource you could ever possibly need to keep your company on top of their game.
The Latest Trends And Thought Leadership For Contact Centers. Check out all the insights and innovations happening in today’s modern contact center.
With 20+ years of providing best-in-class contact center software, we help our customers achieve high levels of success.
Agent Experience (AX)
Learn how an exceptional agent experience can drive improved customer satisfaction, agent performance, and revenue.
LiveVox’s industry-leading solutions help you make CFPB compliance a top priority. As the rules continue to evolve, it’s more important than ever to ensure you’re adhering to the letter of the law.
A Forrester Thought Leadership Paper: Transform the Agent and Customer Experience Using Contact Center Solutions with Embedded CRM Capabilities
Download the study conducted by Forrester Consulting to learn how integrated contact center solutions with embedded CRM capabilities can transform the agent and customer experience.
Learn why leading contact centers chose LiveVox as their provider for Omnichannel, CRM, AI, and Workforce Optimization solutions.
Frictionless Agent & Customer Experiences
Easily shift customer engagement between voice and digital channels while unifying all interaction history, customer profile information, and controls into a tailored agent desktop that improves effectiveness and speed.
One Unified Platform
All LiveVox capabilities are accessed via a single, secure cloud-based platform, allowing for a seamless experience for agents, supervisors, and decision-makers.
Supplement rather than replace your existing systems of record and CRMs using our simplified API approach, so agents get up and running quickly.
Reduced Total Cost of Ownership
Drive performance and stay on top of security requirements with a TCO model that also avoids unnecessary technology, minimizes the need for costly professional services, and offloads security costs.
A Partnership You Can Trust
LiveVox supports your unique business goals with a continuously evolving platform, in-depth training, dedicated account managers, our Customer Care Team, and Business Consulting sessions.