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Agent Scripting

LiveVox Products | CRM

Agent Scripting

Guide agents with flexible scripts that maximize efficiency and quality.

Key Benefits of Agent Scripting

Deliver just the right message at the right time

LiveVox’s Scripts pull together all of the relevant information your agents might need for any interaction using our CRM.

Streamline communications across all outreach

Guide agents through a variety of customer interactions including onboarding, account servicing, support, and sales.

Mitigate compliance risk

LiveVox’s advanced risk-mitigation and reporting capabilities are intrinsically linked to all interaction content and automatically present in scripts.

Extended Overview

In-Depth Look At Agent Scripting

Get a deeper look at LiveVox’s Agent Scripting functionality by reading this overview.

LiveVox Agent Scripting Overview
Standardize Conversations

Guide agents through complex interactions with conditional logic

Take the guesswork out of servicing customers and keep agents on message with dynamic scripting to greatly amplify the effectiveness of your inbound, outbound, and multichannel campaigns. Script workflows can be as simple or as complex as you need. Route agents to pages based on a single decision, or combinations of decisions, made at any point in the interaction. Automated actions can trigger at certain points within a script and based on information gathered by the agent, including disclaimers, posts back into the customer’s profile for future iteration.

LiveVox’s scripts can pull information from multiple sources because of our simplified integration model.

Empowered Agents

Get agents up to speed quickly

Business needs change and your agents need to evolve. Agents can be presented with a simple step-by-step guide for straightforward inquiries or multi-branching scripts that offer a range of options.  All scripts are part of the same desktop window, minimizing the need for agents to toggle from screen to screen.

Learn more about LiveVox’s Configurable Agent Desktops.

Integrated WFO capabilities

An easier way to drive performance

Even with the help of agent scripts, managing quality and performance in your contact center can be challenging. Our WFO solution simplifies how you create value by providing a 360-degree view of your operations and with centralized quality management and monitoring tools such as:

  • Business Intelligence (BI) and performance analytics
  • Call and screen recording
  • Coaching and eLearning
  • CSAT
  • Agent scorecards
  • Speech analytics.

Learn more about how our WFO solution can enhance existing processes and give decision-makers the time and information they need to create efficiency and implement strategic decisions.

Agent Scripting In Action

LiveVox Agent Scripting

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

Learn about LiveVox’s other CRM offerings

Agent scripts are just one of many ways LiveVox helps drive personalized customer experiences. Dive deeper into all of LiveVox’s CRM capabilities by downloading this brochure.

LiveVox CRM Brochure

Why Choose LiveVox?

Better Customer Experience

Agents engage via configurable workflows in tailored desktops with the enrichment of key consumer profile and interaction history to provide superior customer experiences.

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.

Easy Integration

Supplement rather than replace your existing systems of record and CRMs via our open APIs so agents get up and running quickly.

Reduced Total Cost of Ownership

Drive performance and stay on top of security requirements while also reducing operational and capital expenditures.

Mitigate Risk

Comprehensive compliance controls including consent and revocation management as well as CTIA, TCPA, and CAN-SPAM regulations.

Customer Channels of Choice

Engage with customers in the places they want to be including Voice, Email, SMS, and Web Chat and unite all conversations.