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Unified CRM

LiveVox Products | CRM

Unified CRM (U-CRM)

Link all interactions across any channel into a single view of the customer.

Key Benefits of Unified CRM

Many interactions across channels, one conversation

A threaded view of all previous customer interactions in one easy-to-access place lets agents quickly personalize each conversation. Customer profiles are updated in real-time with contextual data.

Unified agent desktops improve customer experience outcomes

Unified agent desktops eliminate the hassle of toggling between screens when time is of the essence. Agents are presented with the perspective and capabilities they 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.

Solution Brief

Unify Every Function Needed To Engage With Customers

Customers are communicating on multiple channels — and expect to be recognized across all interactions. Siloing prevents data and insights from being easily accessed, yet surfacing the right information at the right time is critical to reducing friction in the customer service process. Read this Solution Brief to learn how LiveVox helps solve for this by unifying all interactions in one place.

LiveVox Unified CRM Solution Brief
Unify Conversations

A unified place to create better customer experiences

Design a data model that fits your specific business needs. Simplified 3rd-party integrations allow you to easily incorporate all of the upstream and downstream data for a fully unified platform experience. If you can access it via a web browser, we can connect it to your workflow. In doing so, avoid repetitive, tedious, and oftentimes unnecessary tasks.

Learn more about LiveVox’s integration approach.

Personalized Conversations

Empower agents to personalize each interaction

Equip agents to engage customers quickly by arming them with an enriched agent desktop that includes an omnichannel inbox alongside full customer contact and interaction history. Upon connection with a customer, agents are automatically presented with:

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

The information is provided in a single window that makes it easier for the agent to absorb, driving faster and more personalized conversations. Learn more about LiveVox’s Configurable Agent Desktops.

Centralized Compliance

Simplify how you manage consent

Consent revocation is the most difficult compliance element to track and manage. LiveVox makes it easier with unified profiles that automatically update changes as they are made. Consumer consent is managed for Voice (including cell phones), Email, and SMS channels. Consent flags track granular channel preference and are made part of the customer’s profile information. Agents can adjust consent flags directly on their desktops to capture or re-confirm channel preferences.

Learn more about LiveVox’s consent management capabilities.

Configure Tailored Workflows

Create tailored omnichannel workflows

Uncover points in the customer experience that may benefit from additional communication across channels and automate these interactions by leveraging trigger-based logic to facilitate a sequence of tasks based on specific customer attributes or recent interactions.

Learn more about LiveVox’s Blended Omnichannel approach.

Unified CRM in Action

LiveVox Two-Way Messaging With CRM

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

Unified CRM 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.