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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.
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 distributor is a telephone system used in contact centers to route your customers' calls to the most qualified agent on their first call. An ACD...
What is an Automatic Call Distribution (ACD) Solution?
Table of contents Automatic call distribution, explained What is a cloud-based ACD solution? ACD solution vs. IVR Types of ACD routing methods Naturally, when customers call into your business they want to be routed to the correct person on the first try. Getting...
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.
5 Steps To Successful Digital Transformation According to a VP of Product Strategy
Digital transformation can sound like a daunting task but it doesn’t have to be. The path to an effective digital transformation can be broken down into a few practical, yet key steps. LiveVox VP of Product Strategy and former VP of Digital Banking Solutions for US Bank, Boris Grinshpun, shares his best practices for successfully transitioning to digital.
New Study: Forrester Finds Most Contact Centers Struggle to See AI’s Full Potential
A commissioned study conducted by Forrester Consulting on behalf of LiveVox in December 2021 evaluated how integrated contact center solutions help firms with their business operations, customer needs, agent performance, and business outcomes.
How to Create the Best Knowledge Center for Self Service
Self-service is becoming increasingly popular, as it’s usually quick and convenient to use. In fact, it has become so popular that 88% of people now expect companies to have an online self-service portal. This just goes to show that companies need to start focusing on self-service, if they haven’t before, or expanding on existing services.
What is a VoIP System?
Legacy phone systems can hold a business back more than people may realize. Many customers still prefer to contact a company over the phone, or it may be the only option they have. One survey found that nearly seven in ten respondents, about 69% of surveyors, stated they prefer to talk to a live agent over the phone, as one of their top three preferred methods of communication with a company’s customer service department.
Call Center Management Tips, Tricks, and Best Practices
Call centers, especially large call centers, are a constant bustle of activity as agents are helping customers in rapid succession with a variety of issues and queries. Managers can have their hands full with keeping track of employees, policies and processes that are subject to change. Remote work has allowed contact centers to be run completely virtually, and this may require more effort to manage and oversee smooth operations.
What is a Power Dialer?
Dialing technology has changed over time, as automation has taken over and made phone calls more efficient for agents to initiate. Businesses rely on calling campaigns to help reach goals and increase profits through telemarketing. This means agents in the contact center need to proactively call people to advertise to them. That is why it is essential that businesses implement the right resources and software to help maximize efforts.
New Report: Agent Experience and the Shifting Digital Landscape
Are your contact center agents struggling to proactively engage with customers and personalize their conversations? Or perhaps you’re dealing with low agent productivity and morale? You’re not alone.
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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 @LiveVox, visit www.livevox.com or call one of our specialists at (844) 207-6663.
Why LiveVox?
Learn why leading contact centers chose LiveVox for their Omnichannel, CRM, AI, and Workforce Engagement Management solutions.
Frictionless Agent & Customer Experiences
Easily improve customer service and 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 contact center operations 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 contact center solutions will support 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.
