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February 2, 2022

LiveVox Profiled In Frost & Sullivan Buyer’s Guide Excerpt: How Our AI-Powered Omnichannel Keeps Customers Front & Center

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Frost & Sullivan Buyer's Guide

The Frost & Sullivan 2021 Buyer’s Guide analysis of the LiveVox customer engagement platform considered LiveVox’s software strengths and weaknesses against top competitors and market demands. Frost & Sullivan reviewed primary and secondary research to evaluate LiveVox’s ability to deliver on its vision of AI-enabled omnichannel and the platform’s market viability.  

In the below excerpt, Frost & Sullivan examines how digital transformation and AI are impacting contact centers and the customer experience. The excerpt also features an in-depth profile of LiveVox’s portfolio, key strengths, and recommendations to contact center buyers considering new contact center software solutions.

Download the full profile to see the advantages LiveVox has to offer, according to the analysts, including:

  • CX-focused solutions built for AI-enhanced omnichannel communications and workforce engagement management (WEM)
  • A flexible public/private cloud approach that optimizes scalability, reliability, and data security
  • Seamless integration of Omnichannel, AI, CRM, and WEM in a single unified platform
  • A full suite of feature-rich and cost-effective capabilities with provable ROI and competitive TCO, with minimal reliance on IT.

Frost & Sullivan evaluated on-premise and cloud contact center solutions within the North American contact center market. The 2021 report saw the evolution of trends from the last three Buyer’s Guides continue: cloud remains a standard, omnichannel delivery is at the forefront of digital transformation, and contact centers strive to adapt to changing workforce demands. 

While these trends have matured over the last four years, Frost & Sullivan notes that there has been a shift toward focusing on the more “humanistic” aspects of customer care and service in the contact center. They cite a reassociation of formerly pure performance-driven metrics with value-driven ones. For instance, many contact center leaders now connect lowering average handle time—a KPI previously associated with productivity and agent performance—with an increase in customer satisfaction and experience.   

This more humanistic approach is threaded throughout other areas of contact center operations in the form of a greater focus on self-service, tapping AI for deeper personalization, and on the agent side with tools like agent assist and WFM/WEM capabilities.

Covid-19 has undoubtedly accelerated the pace of change in the contact center, with many new tools being adopted for the first time and a reallocation of budgets toward greater collaboration functionality and remote performance tracking. As contact centers moved out of the mid-pandemic reactionary troubleshooting, Frost indicates that investment priorities have snapped back to their pre-pandemic form, with WEM rebounding as a top area of interest.  

The 2021 Frost & Sullivan  Buyer's Guide shows increased investment in cross-collaboration tools.

Similarly, a top area of innovation over the last year has been artificial intelligence, RPA, NLP, and automation, and solution providers have accelerated their development of these capabilities. 

The 2021 Frost & Sullivan Buyer's Guide shows key drivers of AI adoption in the contact center.

LiveVox’s strengths as recognized by Frost & Sullivan

LiveVox received high strength ratings from Frost & Sullivan for the price, feature breadth, compliance, ease of integration, and access to data. 

The platform’s unified CRM was touted as one of the few solutions with this capability, giving users and agents much-needed visibility into interaction history and profile information across platforms. 

According to Frost & Sullivan, LiveVox’s robust and versatile platform capabilities have a particularly strong appeal for mid-market solution seekers. Products are available as a suite or in bundles that companies can use alongside their existing infrastructure, making the modernization of existing investments possible without lengthy implementations or costly projects. LiveVox platform bundles include:

2-way messaging (bidirectional omnichannel campaigns across email, SMS, chat, and inbound voice with compliance controls)

Speech analytics (speech analytics, automated scoring, intent determination, compliance controls)

AI virtual agents (voice, SMS, and email triggers; chatbots; IVR; NLP; automation; self-service)

Inbound contact center (inbound voice, SMS, email, ticketing, chatbots, and AI virtual agents, CRM, compliance controls, and consent tracking)

AI-Powered Omnichannel—Keeping the Customer at the Core All rights reserved © 2021 Frost & Sullivan 15

Outbound campaigns and compliance (outbound campaigns, 4 separate outbound dialing systems, digital messaging, campaign configuration, lead generation, compliance controls, consent tracking)
Download the full profile to see the advantages LiveVox has to offer, according to the analysts.

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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; New York City; 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.

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