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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

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Unify Conversations

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.

Personalized Conversations

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.

Centralized Compliance

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.

Unify Conversations

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.

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 Platform Brochure

See 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

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 Platform Brochure

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.

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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.

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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 supports 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.