LiveVox is expanding the limits of digital communication within the CRM domain. By seamlessly integrating voice and digital communication with Salesforce CRM, LiveVox brings its advanced digital messaging capabilities to the forefront, offering contact centers a holistic approach to customer interaction. This strategic integration further boosts LiveVox’s vision to elevate communication standards in the ever-evolving contact center landscape.
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LiveVox has expanded its Salesforce integration to include SMS
Adding to the ability to make and take voice calls, LiveVox Contact Center for Salesforce now allows agents to handle customer SMS interactions directly from within their Salesforce workspace.
Businesses can now leverage the LiveVox Contact Center platform and Salesforce digital messaging together for voice and text, streamlining workflows and creating exceptional experiences for customers and agents.
LiveVox Contact Center for Salesforce is available on the Salesforce AppExchange. It allows Salesforce users to leverage LiveVox’s industry-leading voice and SMS capabilities without having to leave their Salesforce workspace. All conversations are tied to the customer record in Salesforce.
Here’s why this update is a groundbreaking stride for contact centers using Salesforce CRM.
1. Unified communication solves a growing, and gigantic, business problem
Gone are the days of toggling between different applications to manage customer interactions. With LiveVox Contact Center for Salesforce now supporting SMS capabilities, agents can both call and text customers directly from the Salesforce workspace.
What does this mean in numbers? Salesforce research from early in 2023 revealed that organizations today use over 1,000 applications – but 70% remain disconnected from one another and the core business.
2. Quick and simple customer experience
Customers crave swift and personalized interactions. LiveVox’s inclusion of SMS within Salesforce ensures that agents have access to customer history at their fingertips, allowing them to curate responses tailored to individual customer contexts.
3. Streamlined workflows
Ever heard of the ‘context switching’ tax? It’s the mental load an individual bears when shifting between tasks or applications. Every time an agent switches applications, there’s a cognitive lag that affects efficiency. By housing voice and SMS capabilities within the Salesforce platform, LiveVox eradicates the need for context switching, allowing agents to remain engrossed in the task at hand.
The digital age demands solutions that are not only technologically advanced but also cognizant of the human factor. LiveVox’s recent upgrade, available on the Salesforce AppExchange, encapsulates this ethos. By integrating SMS with voice capabilities, businesses can now wield a potent tool that champions efficiency while placing customer experience on a pedestal.