Our purpose-built CRM syncs information across systems to keep the customer at the center of every interaction.
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.
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
“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
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.
Learn more about LiveVox’s Unified CRM solution.
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 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.
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.
Empower agents and managers to track customer preference changes on every communication channel and ensure all outreach engagement adheres to real-time consent status.
Learn more about our omnichannel consent management functionality.
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
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.
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.
Supplement rather than replace your existing systems of record and CRMs using our simplified API approach, so agents get up and running quickly.
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.
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.