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Configurable Agent Desktops

LiveVox Products | CRM

Configurable Agent Desktops

Create a desktop that makes it easier for agents to do their job and exceed customer expectations.

Key Benefits of Configurable Agent Desktops

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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 their channel of choice with a single user-friendly interface that makes it easy to converse via Voice, Email, SMS, and Webchat.

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Easily configure to fit your business needs

Modify agent desktops based on roles and responsibilities. Select the data fields and layouts needed to service specific customer needs. Pull in 3rd-party information 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.

LiveVox CRM Overview
Personalized Conversations

Make it easier to personalize conversations

Empower agents to identify customers right away by arming them with an enriched agent desktop that includes a unified view of the customer. Upon connection with a customer, agents are automatically presented with the customer’s:

  • Account information
  • Multichannel interaction history
  • Service ticket status.

Learn more about how LiveVox’s Unified CRM connects all customer interactions in one place and makes it available for use across the platform.

Single Desktop Window for All Activity

Provide a single agent interface to create exceptional customer experiences

If you can access it via a web browser, we can connect it to your agent’s desktop. LiveVox provides a number of ways to incorporate traditionally disparate applications into a single point of reference for your agents to have more effective conversations. LiveVox’s Configurable Agent Desktop includes capabilities such as:

  • Agent scripts
  • 3rd party information
  • iFrame external websites.

Learn more about LiveVox’s integration capabilities.

Configure Tailored Workflows

Create an efficient desktop workflow

LiveVox provides a drag-and-drop workflow engine that takes agents through one or many business processes while automating tasks in the background. This enables you to codify customer interaction best practices to make your agent’s day-to-day easier to manage and customer experiences more consistent.

Learn more about other capabilities on the agent desktop that can improve agent performance such as LiveVox Scripts.

Agent Desktops In Action

LiveVox Configurable Agent Desktop

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

Configurable Agent Desktops is 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.