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We Offer Software That Makes Your Customers Happier And Enables Better Experiences
It’s no secret, Call Center Customers just aren’t happy, and 89% report they will consider switching to your competitor after just ONE bad experience with you. We know you can’t afford to keep providing bad customer experiences and so do you.
How Our Software Improves Customer Experience:
- Prevents your customers from having to repeat themselves!
- Reduces time to resolution!
- Provides your customers with convenience!
Satisfactory customer experience drives bigger returns!
Improve Your Contact Center’s Customer Experience Management with LiveVox
Contact center leaders are beginning to realize that the components of good agent experiences and customer needs for good customer experiences are oftentimes one and the same.
Executives are placing a higher premium on understanding agent sentiment and need in order to create an environment within the contact center where they feel they can fix things and are 100% productively engaged. This has meant removing friction between internal tools and applications for greater ease of use and speedier service times — an initiative that is translating into a tangible driver of business results that ultimately benefit the organization’s overall purpose of delivering positive customer service experiences.
LiveVox’s platform can benefit CX and help contact centers evolve from traditional voice-only contact strategies to customer-centric digital engagement cx strategies with the following capabilities.
Unified Customer Profile with Multichannel Consent
A comprehensive view of the customer, including all multichannel activity and channel preference changes must be centralized into a single location at the account level. Both managers and agents must have easy access to this information in order to drive a consistent and customer-centric experience across each interaction.
Advanced Screen Pops with Multichannel Contact History
Agents must have full visibility into key customer information, including past multichannel interactions, upon first connection with a customer. Providing this information to the agent automatically helps create a unified experience for both the agent and customer across all channels.
Optimize multichannel engagement efforts and improve the customer experience by empowering agents to send templated or free-form messages that foster two-way communication when speaking with customers. This helps close the gap for the customer between a voice and multichannel engagement.
Multichannel Quality Management
Evolve traditional performance best practices by expanding quality management to include both voice and screen interactions. Empower managers with the ability to see and hear how an agent engages with a customer across voice, Email, SMS, and Chat channels.
Customer Journey Analytics
Weave together all touchpoints to analyze the entire customer journey and identify opportunities to improve customer care and drive ROI.
Prevent your customers from having to repeat themselves!
Seriously, you hate it, I hate it, everyone hates it. If your customers are still being passed between agents having to explain their same situation over and over again, they’re not happy!
Our Omnichannel Software (Voice, Email, SMS and Webchat) exists within a Unified Agent Desktop that lets your agents interact with your customers without dropping information between each.
Reduce time to resolution!
There are hundreds if not thousands of reasons why your customers are reaching out to you. Knowing those reasons proactively and in the moment is imperative. When you know those reasons proactively you can better set up your IVR so your customers can more efficiently self service. And when you know those reasons in the moment your agents can better address each customer.
Our Speech Analytics Software (SpeechIQ®) allows you to record and automatically analyze 100% of your calls to help surface those reasons for proactivity. And our All-In-One Omnichannel Platform allows you to see interaction histories easily on every channel, so each unique inquiry can be addressed quickly and efficiently.
Provide your customers with convenience!
We’re all busy, and your customers are no exception. If you aren’t giving your customers options for how they can communicate with you, then you’re frustrating them. Customers want to be able to call when they can, but also reach out via other channels when it’s easier for them.
Our All-In-One Omnichannel Platform will allow your customers to converse with you across all major communication channels (Voice, Email, SMS and Webchat) and threads those interactions together. So, when your customers switch channels, their conversation is seamlessly picked back up. Our solutions give your customers the flexibility to interact with you in the way that works best for them, at all times.
The LiveVox Solution vs. Other Platforms
Unified Agent Desktop
Unlike other platforms that force agents to open unnecessary windows and tabs, LiveVox enables agents to facilitate personalized two-way conversations through a single agent desktop. Customer account information and full interaction history are presented in one view, enabling seamless customer messaging from one channel to another.
All-In-One Omnichannel Platform
Other platforms may require you to purchase, integrate, and manage separate applications for voice, email, SMS, or webchat, resulting in disparate performance reports and customer interaction history. LiveVox, on the other hand, delivers unified customer messaging and comprehensive omnichannel reporting in one simplified platform.
A Look At The Products
Maximize your agent performance with an inbound solution that delivers great experiences through optimized self-service, workflow routing, and advanced screen pops.
LiveVox’s Four CloudsTM consist of four separate dialing solutions that provide the highest levels of risk mitigation while maintaining the ability to drive performance and efficiency. The four outbound dialing systems include Manual, Preview, Human Call Initiator (HCI®), and Automated dialing.
Easily create IVR strategies that drive self-service, incorporate digital alternatives, and increase first call resolution with AI-enabled capabilities.
Email remains the most effective messaging channel. And unlike other channels that confine conversations with customers to sessions, email lets customers respond to you when it’s convenient, making for improved customer experiences.
Create conversation where your customers are and empower agents to personalize each interaction without additional heavy lifting or integrations.
Webchat makes round the clock support a reality, boosting customer satisfaction and experience by reducing hold times. Let customers or agents initiate personalized chat sessions proactively and immediately when the need arises.
From risk reduction to agent coaching, speech analytics can be a game-changer when you can’t be with your team. Automatically monitor, analyze, and score 100% of interactions with advanced AI. And tap into thousands of calls as a potentially transformative source of insight to drive better CX and performance.
Contact centers rely on LiveVox’s powerful contact center platform to deliver exceptional agent and customer experiences, while reducing compliance risk. Our customers span across a variety of industries including Financial Services, Teleservices, Healthcare, Telecom, BPO, and Collections.
“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