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The Latest Trends and Thought Leadership for Contact Centers

Check out all the insights and innovations happening in today’s modern contact center.

Screen Barging

Screen Barging

Screen barging is an agent and quality monitoring capability that  allows contact center managers to drop in on live interactions.

Screen Recording

Screen Recording

Screen recording tools record agent screens to monitor call center customer interactions and provide complete visibility on agent-customer relations to help drive performance,

Secure Payment Processing

Secure Payment Processing

secure payment processing is an identification and authentication measure used to protect customer PII (private identifiable information)

Sentiment Analysis

Sentiment Analysis

Sentiment analysis uses machine learning algorithms to automatically gauge conversations for their sentiment.

Sentiment Score

Sentiment Score

Sentiment scores are a metric for measuring customer sentiment. Sentiment scores can range from 0-100, where 100 is the most positive possible outcome and 0 is the least.

Services, Call Center

Services, Call Center

Call center services are solutions that a call center provides for companies without an internal call center of their own.

Short code, SMS

Short code, SMS

A shortcode is a five-digit number assigned by cellular network carriers that allows for high SMS throughput. Short code SMS is ideal for mass text blasts

Single Pane of Glass

Single Pane of Glass

Single pane of glass refers to a business solution that integrates data from multiple sources and presents it in one unified visual display.

Site

Site

A call center website can act as a hub of information, providing customers with resources such as frequently asked questions (FAQs), contact numbers, self-help articles and customer reviews.

SLA

SLA

SLAs are contractual agreements between a service provider and customer that define the level of service both parties should expect.

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About LiveVox

LiveVox (Nasdaq: LVOX) is a proven cloud CCaaS platform that helps business leaders redefine customer engagement and transform their contact center’s performance. Decision-makers use LiveVox to improve customer experience, boost agent productivity, empower their managers, and enhance their system orchestration capabilities. Everything needed to deliver game-changing results can be seamlessly integrated and configured to maximize your success: Omnichannel Communications, AI, a Contact Center CRM, and Workforce Engagement Management tools.

For more than 20 years, clients of all sizes and industries have trusted LiveVox’s scalable and reliable cloud platform to power billions of omnichannel interactions every year. LiveVox is headquartered in San Francisco, with international offices in Medellin, Colombia and Bangalore, India.

To stay up to date with everything LiveVox, follow us @LiveVox, visit www.livevox.com or call one of our specialists at (844) 207-6663.