As the number of channels expand, the ability to maintain insight across the entire consumer journey becomes more complex and harder to maintain. LiveVox helps solve for this with Unified Customer Profiles that automatically centralizes all interactions, across all channels, into a single location.
These unified customer profiles are easily accessible to the agents and managers responsible for facilitating and establishing engagement.
One of the most common complaints among consumers is the need to re-introduce themselves and their issues upon connection with an agent. This issue will only compound as the consumer journey becomes more complex with new channels.
LiveVox helps solve for this by equipping agents with digitally-enabled desktops that provide critical insight into who the consumer is, where they’ve been and all the tools needed to service them along their journey, including ticketing – all upon connection with a consumer.
Contacts center leaders can easily configure multichannel campaigns from a single desktop. Configure campaigns that span the entire consumer journey and based on any consumer attribute with a few clicks of a button.
This wholistic approach enables business leaders to gain a complete insight into just how consumers are being engaged at all times.
“With other platforms there was a need to go to IT and other applications. The way its setup, you have the flexibility to monitor/administer things on the fly. You can be nimble, you can roll with those changes fairly quickly because everything is on one platform.”
– Business Analyst and Head of Implementationread the success story
See why modern channels also need a modern CRM