LiveVox Products | CRM
Configurable Agent Desktops
Key Benefits of LiveVox’s Configurable Agent Desktops
Just the right information at just the right time
Eliminate the hassle of toggling between screens when time is of the essence and present agents with the information and context they need to succeed from a single window.
Unified channel management
Enable agents to engage customers on channels of choice from one interface that integrates conversational AI and NLP via Voice, Email, and Webchat.Â
Easily configure to fit your business needs
Modify agent desktops based on roles and select the data fields and layouts needed to address customer needs. Pull in 3rd-party data for a seamless agent experience.
Extended Overview
An Easy Way To Improve The Customer Experience
A better agent experience leads to better customer experience. With LiveVox, you can easily define Agent Desktop layouts using our pre-configured library, test those designs, and instantly roll them out to your agents without having to write a line of code.
Personalize conversations
Personalize conversations and increase data sharing across channels with integrated profiles and automatic screen-pops.
Provide a single agent interface
Incorporate traditionally disparate applications into a single point of reference for your agents to have more effective conversations.
Automate desktop workflows
A drag-and-drop workflow engine enables you to codify customer interaction best practices to make your agent’s job easier and customer experiences more consistent.
Learn more about Configurable Agent Desktops
Check out our Frequently Asked Questions below.
Why choose LiveVox for your agent desktop software?
LiveVox’s Configurable Agent Desktops eliminate the hassle of toggling between screens when time is of the essence and present agents with the information and context they need to succeed from a single window.
We provide third-part system access alongside a unified CRM and multichannel inbox to enable agents to engage customers on channels of choice from one interface that integrates conversational AI and NLP via Voice, Email, and Webchat.
LiveVox Agent Desktops can be easily tailored to meet your business needs. Managers can modify desktops based on roles and select the data fields and layouts needed to address customer needs. They may also pull in 3rd-party data for a seamless agent experience.
How do screen pops support agent desktop automation?
Livevox Integrated Agent Workflows eliminate the complexity of pulling together multiple systems and data streams into one easy-to-create, easy-to-modify agent workspace. LiveVox’s desktops and agent workflows combine a powerful library of applications and modules that can be orchestrated through a designer tool to provide a customizable omnichannel workspace that integrates into your agent’s current experience. It’s easy to set up and easy to configure, and we can integrate with any web based system of record.
LiveVox CRM Capabilities
- Multichannel Interaction History
- Advanced Filtering and Field Mapping
- Multichannel Consent Management and Suppression List
- Contact Attempt Management
- Account & Contact Mapping
- 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
Learn about LiveVox’s customer engagement platform
Download this brochure for a comprehensive view of LiveVox’s capabilities.
Why LiveVox?
Learn why leading contact centers chose LiveVox for their Omnichannel, CRM, AI, and Workforce Engagement Management solutions.
Frictionless Agent & Customer Experiences
Easily improve customer service and 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 contact center operations are accessed via a single, secure cloud-based platform, allowing for a seamless experience for agents, supervisors, and decision-makers.
Comprehensive Risk Mitigation
LiveVox simplifies risk management with embedded compliance controls spanning CTIA, CAN-SPAM, CFPB, PCI, and other compliance-related considerations.
Integrated Agent Workflows
LiveVox’s unified data platform combines a native CRM with public APIs, multiple integration points, and configurable agent desktops to address critical efficiency gaps by syncing processes, apps, and systems.
An Industry-Leading End-to-End SLA
Platform reliability you can count on with unmatched end-to-end coverage made possible by LiveVox's infrastructure, application, and services.
A Partnership You Can Trust
LiveVox contact center solutions will support your unique business goals with a continuously evolving platform, in-depth training, dedicated account managers, our Customer Care Team, and Business Consulting sessions.
Certifications
LiveVox is proud to be both PCI and SOC 2 Compliant.
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