Customer Contact Software

The top frequently asked questions (and answers) about dialer software. What is customer contact software?

Customer contact software is a tool that call centers use to manage customer interactions. These platforms can also house customer data, providing agents with the necessary information needed to help a client. The software can hold and organize information such as customer addresses, names, phone numbers, emails, buying history, and call history. Customer contact software records data from every customer interaction through every channel of communication. Conversations from SMS, chat, email, and voice are all captured through the software and recorded into the customer’s call history. Customer contact software is a valuable resource for agents because it provides crucial context into the customer’s background for every call. For example, if an agent needs to reach out to a customer about an issue with their account, they can revise the customer’s contact history to find any relevant information. This provides a better customer experience because agents are able to deliver a more personalized interaction. 

Agents can also use customer contact software to make account changes or updates that a customer requests. If a customer calls in needing to change their address after a recent move, an agent can use customer contact software to add the new information. Customer contact software is also a useful tool that allows agents to look up customer information. Sometimes when a customer calls in from an unrecognizable number, their information may not populate on an agent’s screen. However, by getting a customer’s name or other identifiable pieces of information, agents can simply find the customer through customer contact software.

More Customer Contact Resources for Call and Contact Centers

Call Center CRM Software | LiveVox CRM Solutions

Unified CRM. Centralize and standardize key customer and interaction data across all channels and applications into a single database, creating unified customer profiles with insight across the entire customer journey for improved targeting and segmentation.

CRM vs System of Record… What’s the Difference? (livevox.com)

CRM stands for customer relationship management, a concept that has been important since there were customers to have. But what is CRM software? Simply put it is software for managing customer data. It was designed to be a digital replacement for one of the staples on an agent’s desk. No, not the phone. The Rolodex. 

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About LiveVox

LiveVox (Nasdaq: LVOX) is a next generation contact center platform that powers more than 14 billion omnichannel interactions a year. By seamlessly unifying blended omnichannel communications, CRM, AI, and WEM capabilities, the Company’s technology delivers exceptional agent and customer experiences, while helping to mitigate compliance risk. With 20 years of cloud experience and expertise, LiveVox’s CCaaS 2.0 platform is at the forefront of cloud contact center innovation. The Company has more than 650 global employees and is headquartered in San Francisco, with offices in Atlanta; Columbus; Denver; St. Louis; Medellin, Colombia; and Bangalore, India. To stay up to date with everything LiveVox, follow us at @LiveVox or visit livevox.com.

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