Select Page
September 29, 2021

Forrester: Improve AX and CX

Share this story

Forrester: Improve AX and CX

A Forrester Thought Leadership Paper:

Contact Center Leaders Weigh In on the Top Challenges to Improving the Agent and Customer Experience

In late 2020, LiveVox commissioned Forrester Consulting, a leading global research and advisory firm, to evaluate the current state of customer experience (CX) in the contact center. Forrester surveyed over 250 contact center leaders to understand what issues are hindering their ability to drive customer satisfaction and improve their bottom line.

The findings show 70% of contact centers lack access to relevant customer data at the moment of agent interaction.

While that may not be a surprise, the path to solving this challenge uncovers systemic issues that are impacting daily performance and impeding long-term business growth beyond just CX.

Additional Findings:

  • 1 out of every 3 firms can only orchestrate customer journeys within individual channels
  • 51% of respondents agree that viewing customer data across all channels is a top issue
  • 57% of contact centers are unable to take full advantage of the capabilities in the customer’s channel of choice


Download the full study to see how a Contact Center Platform with embedded CRM capabilities can eliminate data silos and create a frictionless customer experience.

LiveVox [Forrester Study eBook / thumbnail]

Fill out this form to get a copy of the study.

Keep Up-To-Date on the Latest Contact Center News

Subscribe to our newsletter and stay current on all the latest technological advances in the contact center space.

About LiveVox

LiveVox (Nasdaq: LVOX) is a next generation contact center platform that powers more than 14 billion omnichannel interactions a year. By seamlessly unifying blended omnichannel communications, CRM, AI, and WEM capabilities, the Company’s technology delivers exceptional agent and customer experiences, while helping to mitigate compliance risk. With 20 years of cloud experience and expertise, LiveVox’s CCaaS 2.0 platform is at the forefront of cloud contact center innovation. The Company has more than 650 global employees and is headquartered in San Francisco, with offices in Atlanta; Columbus; Denver; New York City; St. Louis; Medellin, Colombia; and Bangalore, India. To stay up to date with everything LiveVox, follow us at @LiveVox or visit

To stay up to date with everything LiveVox, follow us at @LiveVox, visit or call one of our specialists at (844) 207-6663.

You May Also Like

How Do ACD Systems Work?

How Do ACD Systems Work?

Table of contents How Does it Work? Workflows with ACD Solutions Keep Your Best Customers Happy With ACD An automatic call...

read more
Cloud-Based Contact Center Solutions Buyer’s Guide

Cloud-Based Contact Center Solutions Buyer’s Guide

A contact center relies on its software to be able to deliver effective customer service and old legacy technology, with on-premise hardware may be hindering the way customers communicate with your company and vice versa. If you have been considering upgrading, then a cloud-based contact center solution is undoubtedly the right choice due to its advanced functions and scalability.

read more