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.
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.
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.
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 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.
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.
