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LiveVox Products

Next-Generation CRM

Our purpose-built CRM syncs information across systems to keep the customer at the center of every interaction.

LiveVox [CRM / woman on computer]

Key Benefits of LiveVox’s CRM

A CRM made for contact centers

How customers communicate will continue to evolve. LiveVox’s quarterly upgrades help you stay ahead of customer expectations and regulatory requirements.

Improve agent and customer experience

Enable agents to do their jobs better and more efficiently with a tool that connects everything they need into a configurable desktop that quiets the noise. 

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Maintain existing CRMs or systems of record

Benefit from a market-leading total cost of ownership model and ROI-driven engagement strategies and avoid heavy CapEx investments and integration hurdles.

Thought Leadership Paper

Transform CX and Agent Experience Using a Contact Center Solution with Embedded CRM Capabilities

According to a study conducted by Forrester Consulting, less than half of contact centers can orchestrate campaigns across all channels, making it difficult to serve customers on their preferred channel and in their moment of need.¹ 

Download the full study to learn how a unified contact center platform provides agents with the relevant customer information and interaction history they need to deliver exceptional service.

¹Source: Transform The Agent And Customer Experience Using Contact Center Solutions With Embedded CRM Capabilities, a commissioned study conducted by Forrester Consulting on behalf of LiveVox, March 2021

LiveVox Platform Brochure

“With LiveVox, our team was able to respond to the customer and interaction data and make changes with the team quickly….[T]he ease of the LiveVox platform resulted in the best year of performance we have ever had for this project.”

—Anthony Baxtor | Dir. Customer Contact Mgmt., Alorica

Extended Overview

LiveVox Unified CRM

A purpose-built CRM that integrates to other data sources for knowledge on-hand so you can focus on experience consistency.

LiveVox Platform Brochure

Unified CRM

Centralize and standardize key customer and interaction data across all channels and applications into a single database, creating unified customer profiles with insight across the entire customer journey for improved targeting and segmentation. 

Learn more about LiveVox’s Unified CRM solution.

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Configurable Agent Desktops

Enable agents to deliver great experiences consistently and efficiently with a desktop that is curated specifically to their role and is enriched with key consumer information.

Learn more about our Configurable Agent Desktops.

Agent Scripting

Agent desktops include account information alongside dynamic scripts that can be automatically presented based on specific customer attributes and conditional logic, enabling effective conversations.

Learn more about our Agent Scripting solution.

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Ticketing

Consolidate all relevant service activities into a threaded view that is linked to the customer account record to effectively track, transfer, and seamlessly respond in a multichannel environment.

Learn more about our Ticketing solution.

Consent Management

Embed consent and customer preferences into campaigns and automatically update records when changes occur.

Learn more about our omnichannel consent management functionality.

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Secure Payment Capture (SPC)

Make the experience of payments easy and secure by ensuring agents cannot hear or see payment information but can guide customers through the payment process in a more personal and “live” way. 

Learn more about how to address payment data security.

LiveVox CRM Capabilities

  • Multichannel Interaction History
  • Advanced Filtering and Field Mapping
  • Multichannel Consent Management and Suppression List
  • Contact Attempt Management
  • Configurable Segmentation
  • Contact Notes and Attachment Library
  • Agent Desktop Editor
  • Campaign and Workflow Management
  • Voice and Multichannel Inbox
  • Integrated Scripting and Ticketing
  • Integrated Knowledge Base
  • API Call Outs to 3rd Party Systems
  • Web-Intake Form
  • Integrated WFO tools

Brochure

In-depth look at LiveVox’s CRM offerings

From unified data to configurable agent desktops, our purpose-built CRM provides your agents with everything they need to deliver exceptional service.
LiveVox Platform Brochure

Why LiveVox?

Learn why leading contact centers chose LiveVox as their provider for Omnichannel, CRM, AI, and Workforce Optimization solutions.

Frictionless Agent & Customer Experiences

Easily shift customer engagement between voice and digital channels while unifying all interaction history, customer profile information, and controls into a tailored agent desktop that improves effectiveness and speed.

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One Unified Platform

All LiveVox capabilities are accessed via a single, secure cloud-based platform, allowing for a seamless experience for agents, supervisors, and decision-makers.

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Comprehensive Risk Mitigation

LiveVox simplifies risk management with embedded compliance controls spanning CTIA, CAN-SPAM, CFPB, PCI, and other compliance-related considerations.

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Easy Integration

Supplement rather than replace your existing systems of record and CRMs using our simplified API approach, so agents get up and running quickly.

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Reduced Total Cost of Ownership

Drive performance and stay on top of security requirements with a TCO model that also avoids unnecessary technology, minimizes the need for costly professional services, and offloads security costs.

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A Partnership You Can Trust

LiveVox supports your unique business goals with a continuously evolving platform, in-depth training, dedicated account managers, our Customer Care Team, and Business Consulting sessions.

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Certifications

LiveVox is proud to be both PCI and SOC 2 Compliant.