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LiveVox Products | CRM

Knowledge Center

Close the knowledge gap inside and out with a fully-fledged knowledge management solution.

LiveVox [Ticketing / call center agent]

Key Benefits of LiveVox’s Knowledge Center

Instill confidence in agents & impact CX across the contact center

Easily organize & present information to customers and employees via web widget or embedded frame within the Agent Desktop

Socialize internal knowledge to drive resolutions

Create a searchable public knowledge base of helpful articles to encourage self-service & leverage material for continuous agent training.

Ensure consistency & standardize your support processes

Click-of-a-button desktop access lets agents reference & share helpful content while interacting with customers over email, SMS, or chat sessions.

Brief

In-Depth Look at Knowledge Center

Get a deeper look at LiveVox’s knowledge base software in this Knowledge Center product overview.

LiveVox WFO Extended Overview
Customize Ticketing

Create, collaborate, and share support content easily

Leverage pre-made templates and an intuitive editor to create insightful articles with rich formatting, infographics, and videos. Collaboration tools make it easy for authors to review feedback, leave comments for team members, and manage the publishing workflow.

Learn more about LiveVox’s Agent Desktop.

Unify Conversations

Free up agent bandwidth & encourage self-service

Deflect repetitive questions and lower inbound costs by integrating LiveVox’s Knowledge Center with Webchat to let customers choose the best and fastest way to solve their problems.

Learn more about LiveVox’s Webchat capabilities.

Integrated WFO capabilities

Make better self-service decisions based on data

The LiveVox Knowledge Center continuously learns from user behavior to suggest the best help content. Determine new help content needs & craft trouble-shooting tips to help agents deliver consistent, high-quality service.

Learn more about LiveVox’s BI capabilities.

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

In Depth Look at LiveVox’s Next Generation CRM

Knowledge Center is just one of many ways LiveVox helps drive personalized customer experiences. Dive deeper into all of LiveVox’s CRM offerings by downloading this brochure.

* LiveVox [brochure / Omnichannel]

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.

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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.

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Comprehensive Risk Mitigation

LiveVox simplifies risk management with embedded compliance controls spanning CTIA, CAN-SPAM, CFPB, PCI, and other compliance-related considerations.

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Easy Integration

Supplement rather than replace your existing systems of record and CRMs using our simplified API approach, so agents get up and running quickly.

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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.

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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.

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Certifications

LiveVox is proud to be both PCI and SOC 2 Compliant.