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December 11, 2019

LiveVox’s Year in Review with CEO Louis Summe

LiveVox’s Year in Review with CEO Louis Summe

We’re gearing up for some big things in 2020. As we set our intentions for the new year and get ready to pop the bubbly when the ball drops, we wanted to reflect on what’s happened over the last 365 days. 

This month we had the opportunity to sit down with our Co-Founder and CEO Louis Summe to talk about where we’ve been and where we’re going. So, as we tip our hats to 2019 we look back at our top milestones and most memorable moments. 

2019 Milestones

LiveVox had a pretty big 2019. With 4 releases that included 120 feature updates, we went all-in on the asynchronous digital channels of the future. We also solidified our commitment to expanding true omnichannel engagement for the enterprise with the acquisition of Teckst, which we just announced this week!

We expanded our Colombia office and opened a new location in Denver, bringing our total count to 5. We helped over 230 customers start conversations and make stronger connections with the consumers they serve. As our product matured we expanded into new markets and made strategic leadership hires and investments in our marketing and product education departments. 

Our global employee headcount grew by 15%. We heard more from the voices that make LiveVox unique with the release of a new corporate HR website and recruiting video. We also captured the magic in action at the LiveVox Engineering Summit in Medellín, Colombia. 

But of course, we didn’t stop there. We discussed the contact center of the future at CCW, Lend 360 & other big industry conferences. We were even selected as a finalist for the Omnichannel Solution of the Year by CCW. 

With all of that in the books, we realize that we’re not only on the cusp of a new year but a new decade. Looking back to 2009 when LiveVox was a simple outbound dialer we’ve come a long way, baby. What will the next 10 years bring? 

 Below our Co-founder and CEO Louis Summe shares his musings on things past and ideas about the future.  

LiveVox’s year in three words. 

Transformation. Unification. Growth.

The contact center industry is changing and in order to help our customers successfully evolve and keep the pace, we had to stay two steps ahead and transform twice as fast. But that’s not to say our transformation into a true omnichannel platform hasn’t been a while in the making. We planted the seeds a few years ago. This year, we really started to blossom.

We made great strides in our product suite, essentially doubling our product offering with the overall purpose of unifying conversations and workflows. In doing so we saw serious growth internally. That growth turned inward sparked our creativity and fueled our product roadmap. That growth turned outward made our customers more successful and, in turn, made their customers happier. 

What inspired us this year

We drew significant inspiration from observing the way people interact with each other in a digital-first world and how that has translated into their expectations for the brands they choose. 

As a culture in 2019, we’re all about instant gratification, options, and personalization— all via these pocket-sized computers we carry with us everywhere. Being able to help brands start a conversation the same way a consumer would with anyone else is what inspired me to make LiveVox’s differentiator the ability to provide personalized interactions across all channels from a single pane of glass. The same way consumers look to one place —their mobile device—for many experiences, we wanted to provide that same capability to businesses.

We met our most important goal 

Our most important goal for 2019 was rooting our CRM offering. The CRM is the nerve center of a contact center but has often been separated from the body of the Operations. You see in the market an attempt to merge the two now. But this is still often done by stitching disparate systems, which tends to leave the business with the role of linking the complex nervous system that connects and regulates the entire body.

Embedding a robust CRM functionality into our omnichannel contact center suite is really what makes our platform a one-stop-shop and, to that end, it is one of our most significant developments this year

The key initiatives from 2019 that will take off in 2020

In 2019 we provided more of the “core” aspects of multichannel—email, SMS, and webchat. Next year we’ll take that even further with access to some of the fastest-growing channels such as messaging apps.

In 2020 I’m excited to expand our omnichannel platform faster and deeper than ever before. Our continued rapid pace of product expansion will position us to provide our customers with even greater guidance along their digital transformation journey.

But technology is just one half of the equation. Business leaders not only have to possess the tools to transform, but they also need to know how to deploy them. And most are in the midst of just getting started. We know this is especially true for our customers, who have and will continue to face regulatory requirements. 

Compliance will impact how they approach digital engagement and we have put a lot of effort into building a platform that helps safeguard them in this tough-to-navigate arena. 

What will the next decade hold for LiveVox? 

The path to digital transformation for the contact center leader is still being navigated. The only constant is change—for example, the workforce will be viewed differently. Agents used to be selected based on things like language skills and empathy, but in a digital-first world, those skills will be different. The ability to convey empathy via tone of voice or the cadence of questions is much different over a voice call than it is over text. Some of that either doesn’t carry over or needs to be translated to meet what’s appropriate to each channel. 

A guiding question of mine for the future will be “Where is the line between digital and voice and how does that impact each aspect of the business?”.

LiveVox will help develop technologies and best practices to adapt as the inevitable changes to workflows and escalations will happen. We’ll continue to provide technology that enables and adapts, not blocks.

And there you have it. A decade in one thousand words. From all of us at LiveVox, we wish you health, hope, and happiness today and every day. We’ve been so proud to serve you over the years. Here’s to many more.

About LiveVox

LiveVox is a leading provider of enterprise cloud contact center solutions, managing more than 14+ billion interactions a year across a multichannel environment. With over 15 years of pure cloud expertise, we empower contact center leaders to drive effective engagement strategies on the consumer’s channel of choice. Our leading-edge risk mitigation and security capabilities help clients quickly adapt to a changing business environment. With new features released quarterly, LiveVox remains at the forefront of cloud contact center innovation. Supported by over 450 employees and rapidly growing, we are headquartered in San Francisco with offices in Atlanta, Denver, Bangalore, and Colombia. To learn more, schedule a demo today.

 

 

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About LiveVox

LiveVox is the only one-stop-shop for true omnichannel engagement that unifies modern channels, CRM, and WFO functionality into a single cloud customer engagement platform. Facilitating over 14B interactions annually, LiveVox makes omnichannel easy by unifying all conversations and interactions in one place. Founded in 2000, LiveVox is headquartered in San Francisco with offices in Atlanta, Denver, St. Louis, Colombia, and Bangalore.

To learn more, visit www.livevox.com or call one of our specialists at (844) 207-6663.

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