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Integrated Ticketing

LiveVox Products | CRM

Integrated Ticketing

Create a seamless customer experience by empowering agents to manage service escalations with universal issue tracking across all departments and channels, linked together in one view.

Key Benefits of Integrated Ticketing

Make it easy to manage customer interactions

Provide personalized support when it’s needed with a ticketing system that links issues with customer profiles so your team can weave customer knowledge into every touchpoint.

Give agents the keys to customer success

Happy agents create happy customers. Provide your team with a transparent tool that lets them drive the quick resolutions your customers want.

Ditch the growing pains

Customize and scale workflows as your needs evolve and easily configure dashboards to fit your unique day-to-day operations.

Extended Overview

In-Depth Look At Ticketing

Get a deeper look at LiveVox’s Ticketing functionality by reading this overview

LiveVox Integrated Ticketing Overview
Customize Ticketing

Create a ticketing system that fits your business

Your organization can deploy a ticket form on any site, allowing customers to submit tickets at any time. Tracking and routing tickets with LiveVox is also simpler. Administrators can easily configure multiple ticket types and route them to the most skilled agent groups. All service activity is tracked and managed utilizing the ticket as the index, ensuring continuity within your organization as the ticket is worked on by multiple teams.

Tickets can also trigger follow-up interactions in other channels creating a unified omnichannel experience. Learn more about how our Blended Omnichannel solution can improve customer satisfaction.

Unify Conversations

Streamline communication across departments

Create a continuous experience across all departments by equipping agents with the insight and ability to manage customer service tickets across an omnichannel environment. LiveVox’s Ticketing solution is embedded directly into the agent desktop which is enriched with key customer account information and omnichannel interaction history.

Learn how this unified view enables agents to quickly continue the conversation with the customer about their support requests across any channel.

Integrated WFO capabilities

An easier way to drive performance

Even with the help of integrated ticketing, 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 scripting
  • 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.

Integrated Ticketing In Action

LiveVox Integrated Ticketing

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

Ticketing 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. The tailored desktops have the benefit of key consumer profile information 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 industry guide and 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.