LiveVox Simplifies the Complex in the Contact Center
In this perspective, Keith Dawson asserts that in order to meet the demands of the modern customer engagement landscape, organizations must look to update their contact center platforms. Advanced cloud technology that connects communication channels, analytics, WFO, AI, and agent experience tools across the organization are vital.
In this Market Perspective, you’ll hear from Keith Dawson, VP & Research Director at Ventana Research, about how all-in-one cloud contact center platforms like LiveVox reduce costs and allow companies to focus on providing high-value interactions.
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Video Series: Analytics for the Modern Contact Center
Check out these videos from Ventana Research to get their take on how contact centers can modernize their approach to performance analytics.
Empowering Agents to Boost Outcomes that Matter
AI, chatbots, and automated conversational systems keep getting better and will handle more and more of a contact center’s volume. But for a complicated question or a sensitive issue? The live agent is still what a customer wants.
Navigating the Changing Agent Relationship
The nature of contact center agent work is rapidly shifting. How should leadership respond, and what are the new skills they should prioritize in their hiring?
Give Supervisors the Insights That Help Agents Perform
Today’s contact center supervisors can’t manage the way they’re used to—by walking the floor and talking to agents individually or in small groups. How can they get the insights they need to help their agents perform?