LiveVox Products | CRM
Unified CRM (U-CRM)
Deliver a frictionless agent and customer experience by unifying data across important systems.
Key Benefits of LiveVox’s Unified CRM
Many interactions, one conversation
A threaded view of all previous customer interactions in one easy-to-access place lets agents quickly personalize each conversation and update customer profiles in real-time.
Unified desktops improve customer outcomes
Eliminate the hassle of toggling between screens when time is of the essence with the perspective and capabilities agents need from a single pane of glass.
Create a holistic customer experience
With a unified view of the customer and their interaction history, you can pinpoint areas to improve along the customer journey.
Thought Leadership Paper
Transform CX and Agent Experience Using a Contact Center Platform with Embedded CRM Capabilities
According to a study conducted by Forrester Consulting, less than half of contact centers can orchestrate campaigns across all channels. And nearly half of firms lack channel-specific data in real time, leaving agents frustrated and without a comprehensive view of the customer.¹
Download the full study to learn how a unified CRM enables contact centers to deliver a seamless customer journey, while improving agent performance.
¹Source: Transform The Agent And Customer Experience Using Contact Center Solutions With Embedded CRM Capabilities, a commissioned study conducted by Forrester Consulting on behalf of LiveVox, March 2021
A unified place to create better customer experiences
Design a data model that fits your specific business needs with simplified 3rd-party integrations that allow you to easily incorporate all upstream and downstream data, avoiding repetitive, tedious, and oftentimes unnecessary tasks.
Learn more about LiveVox’s integration approach.
Empower agents to personalize each interaction
Allow agents to drive faster and more personalized conversations by arming them with an enriched agent desktop that includes an omnichannel inbox alongside full customer contact and interaction history.
Learn more about LiveVox’s Configurable Agent Desktops.
Simplify how you manage consent
LiveVox makes it easier with unified profiles that automatically update changes as they are made, including consent and channel preferences. Consumer consent is managed for Voice (including cell phones), Email, and SMS channels.
Learn more about LiveVox’s consent management capabilities.
Create tailored omnichannel workflows
Uncover points in the customer experience that may benefit from additional communication and automate these interactions by leveraging trigger-based logic to facilitate a sequence of tasks based on customer attributes or recent interactions.
Learn more about LiveVox’s Blended Omnichannel approach.
See Unified CRM 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
Frictionless Agent & Customer Experiences
Easily 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 capabilities are accessed via a single, secure cloud-based platform, allowing for a seamless experience for agents, supervisors, and decision-makers.
Supplement rather than replace your existing systems of record and CRMs using our simplified API approach, so agents get up and running quickly.
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.
A Partnership You Can Trust
LiveVox supports your unique business goals with a continuously evolving platform, in-depth training, dedicated account managers, our Customer Care Team, and Business Consulting sessions.