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The Latest Trends and Thought Leadership for Contact Centers
Check out all the insights and innovations happening in today’s modern contact center.
3-Year 229% ROI! Read Forrester’s Total Economic Impact Study of LiveVox
LiveVox commissioned Forrester Consulting to conduct a Total Economic Impact™ study in June 2021 to evaluate LiveVox's cost of ownership and return on investment across a variety of different factors in the contact center. The study revealed numerous benefits for a composite organization...
2nd Edition WFH Report: Is Remote Work Working? That Depends on Who You Ask
Did remote work work for contact centers? It depends on who you ask. There’s a gap in remote satisfaction, and it seems most managers are in a rush to get back to the office. In our 2nd Edition Work From Home Report The Remote Tipping Point we surveyed over 300 contact center executives from...
Two Birds, One Stone: How Eastern’s Digital Channel Expansion Lowered its Cost of Service & Improved CX
How does a BPO increase contact rates by 79% and lower their cost per transaction by $6? By finding a partner invested in their long-term success and adopting technology from a one-stop shop instead of a patchwork of different applications from different providers. Here’s how LiveVox’s...
How Will AI in the Contact Center Help You Understand Your Customers?
Not seeing meaningful results from your AI strategy or looking to get started with AI? While it has become a key initiative for many contact centers, businesses are still not seeing the ROI they expect from AI across their customer service operations. Gartner®, the company that delivers...
The ROI of Answering Machine Detection in the Contact Center
We’ve all been there: Eagerly calling a friend to share the good news, but, instead of having that great conversation, we get their voicemail that asks us to leave a message. For many, hearing that voicemail is an everyday annoyance. For agents at outbound contact centers, reaching voicemail after...
Do You Need a Virtual Agent? Here are the Top 12 Reasons to Get One
Do you need a virtual agent? That depends: do you want to automate answers for routine questions, resolve repeat issues, and free up valuable customer or agent time? LiveVox lets you incorporate a no-code virtual agent that mimics, enhances, and assists live agent interactions for advanced...
How To Increase CSAT Scores
Your customer satisfaction score, or CSAT score, is a direct indicator of how satisfied a customer is with your products and services or with interaction with your brand. Usually expressed as a percentage, the CSAT score is one of the top metrics used to determine customer loyalty. In a...
What’s Next for Your Contact Center? Preparing for the Post-Covid World
In a recent LiveVox webinar, we discussed the state of remote work in the contact center. According to LiveVox survey data, 3 in 10 contact center leaders are preparing for a return to the office. As they transition, managers are wondering what their agent’s newfound habits mean for the future of...
The CX Benefits of a Single Pane of Glass
As your organization grows, so does the number of different systems you use to get your work done—pieces of software, databases, cloud applications, and more. Over time, data accumulates in each of these systems, each meant to serve a specific need or use case. The result is a vast amount of...
The 4 C’s to Comply with New CFPB Guidelines: Control, Consent, Capture, Coaching
Compliance and quality management are two sides of the same coin. Many of the restrictions and rulings put out by the CFPB in relation to debt are created in response to customers feeling treated unfairly or tricked. If your service is engaged in activities that make your customers feel harassed...
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About LiveVox
LiveVox is a next-generation contact center platform that powers more than 14 billion interactions a year. We seamlessly integrate omnichannel communications, CRM, AI, and WFO capabilities to deliver an exceptional agent and customer experience while reducing compliance risk. Our reliable, easy-to-use technology enables effective engagement strategies on communication channels of choice to drive contact center performance. Our battle-tested risk mitigation and security tools help clients maximize their potential in an ever-changing business environment. With 20 years of cloud experience and expertise, LiveVox’s CCaaS 2.0 platform is at the forefront of cloud contact center innovation. Our more than 500 global employees are headquartered in San Francisco, with offices in Atlanta; Columbus; Denver; New York City; St. Louis; Medellin, Colombia; and Bangalore, India.
To learn more, visit www.livevox.com or call one of our specialists at (844) 207-6663.
Why LiveVox?
Learn why leading contact centers chose LiveVox as their provider for Omnichannel, CRM, AI, and Workforce Optimization solutions.
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.
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.
Comprehensive Risk Mitigation
LiveVox simplifies risk management with embedded compliance controls spanning CTIA, CAN-SPAM, CFPB, PCI, and other compliance-related considerations.
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.
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.
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.
Certifications
LiveVox is proud to be both PCI and SOC 2 Compliant.
