LiveVox Products | Unified CRM (U-CRM)

Contact Center CRM

Our purpose-built CRM syncs information across systems to keep the customer at the center of every interaction.
LiveVox [customer detail interface / GIF]

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

Gain a single view of the customer including account information, interaction history, channel metrics, and more with the single click of a button.

Call and Screen Recording
LiveVox [salesforce / 3rd party integration]

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.

LiveVox [agent / crm desktop]
Forrester TEI

A Forrester Study

The Total Economic Impact™ of LiveVox’s Contact Center Platform

A commissioned study conducted by Forrester Consulting shows a three-year 229% ROI and payback in less than 6 months with LiveVox’s Contact Center Platform, powered by a purpose-built CRM.

LiveVox [Case Study / LiveVox Unified CRM]

Case Study

LiveVox Unified CRM

Learn how our purpose-built CRM unifies key customer information and interaction history, enabling a seamless agent and customer experience across all communication channels.

LiveVox [woman / sms opt in-out preferences]

Simplify campaign creation

Implement campaigns that incorporate consent, channel preferences, customer insights, and performance history across channels in a unified platform with drag-and-drop flows for quick execution.

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.

Record Everything
Brochure

In-depth look at LiveVox’s CRM offerings

From unified to configurable agent desktops, our purpose-built CRM provides your agents with everything they need to deliver exceptional service.

LiveVox [CRM / brochure]

Built for Clients Like You and Many Others

“Before, we had situations where the same customer was being contacted through multiple channels in the same day resulting in confusion and a poor customer experience. Improving customer experience is one of the huge benefits of pulling our interactions into the same omni-channel platform.”

—COO, Financial Services | Source: Interviewed for the Total Economic Impact™ of LiveVox’s Contact Center Platform

“LiveVox is an omnichannel solution that gives us a full view of each customer’s journey. We can now be efficient and nimble while empowering agents with the tools and data they need to be successful.”

—COO, Financial Services | Source: Interviewed for the Total Economic Impact™ of LiveVox’s Contact Center Platform

Learn more about this U-CRM

Check out our Frequently Asked Questions below.

Why choose LiveVox for your unified call center CRM?

One of the main reasons to choose LiveVox is because we offer a a unified CRM that syncs channels, customer information, ticketing, and cross-platform workflows in tailored agent workspaces. The LiveVox platform seamlessly integrates digital communication channels like SMS, webchat, WhatsApp, and email with AI-enabled bots, speech analytics capabilities, and Workforce Engagement Management solutions to maximize your contact center’s performance and create better customer and agent experiences.
We offer a simpler path with an out-of-the-box, fully integrated modern CRM that can supplement or replace existing customer databases. The LiveVox unified CRM centralizes key customer and interaction data across all channels and applications into a single database, creating unified customer profiles with insight across the entire customer journey.

Essential features of a call center CRM

The LiveVox CRM essential features include:

  • Ticketing and scripting
  • Multichannel campaign configuration
  • Universal customer profiles
  • Consent tracking
  • Secure payment capture
  • Configurable agent desktops with advanced screen pops
  • Integrated agent workflows
  • Third-party system integrations
  • Omnichannel inboxes
  • Multiple voice dialing modalities
  • Knowledge center

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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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.

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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.

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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.