LiveVox was recently named a Contender in The Forrester Wave™: Contact Center As A Service, Q1 2023 report. We were named among “the eleven providers that matter most” and earned among the highest score in the Outbound capabilities criterion, with Forrester noting our internal CRM as well as the strength of our reporting, dashboards, and analytics.
We believe this evaluation reflects LiveVox’s unique strategy and differentiated offering focused on enabling contact center teams working in complex multichannel environments that need to leverage data, channels of choice, and robust agent desktop capabilities in order to grow and win more customers. As the report states, “North American-based brands with small-to-midsize contact centers looking for a straightforward solution that provides quick value should consider LiveVox.”
In our opinion, LiveVox stands out from other CCaaS technology vendors with an all-in-one contact center platform that emphasizes ease of use and speedy time to value. The benefits of the LiveVox approach can be found in a 2021 commissioned Total Economic Impact(™) Study on LiveVox conducted by Forrester Consulting, which found that LiveVox provided a three-year 229% ROI and payback in less than 6 months with a contact center platform powered by a purpose-built CRM.
While the recognition as a Contender is an honor, LiveVox is continually striving to improve and deliver even more value to its customers through an evolving partner ecosystem, international expansion, and yearly platform upgrades. Our 2023 and 2024 roadmaps are packed with innovative capabilities that will further extend the breadth and value that our platform provides.
With our latest release, LV19, we’ve ramped up AI-enabled agent assistance capabilities, provided clearer visibility across the entire customer experience with journey visualization, and brought customer sentiment to the fore of every interaction with the Customer Happiness Index.
For more details on the evaluation, see the Forrester Wave report.
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