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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 to Improve Contact Center collaboration
Contact centers are driven by agent productivity. Because of this, emphasis on individual agents’ achievements is the norm. While this can encourage productivity, it also creates a competitive atmosphere that makes collaboration difficult. Your customer benefits when contact center agents...
8 Best Practices For Building Performance Dashboards
Quality performance is one of the strongest drivers of customer satisfaction. You can easily improve performance by leveraging performance dashboards. They support the decision-making process and offer a central location to monitor key performance indicators (KPIs). However, a performance...
May is Asian and South Asian Heritage Month: How We’re Giving Back and Ways You Can Help
At LiveVox, we are incredibly proud of the diversity of our employees and believe that it’s important to recognize people from different cultures and backgrounds. May is Asian and South Asian Heritage Month, so we would like to celebrate the heritage of individuals from all countries in the...
Criteria to Evaluate Cloud-Based Contact Center Software
Your call center software might come with all the bells and whistles under the sun, but if it doesn’t work when you need it to, those features aren’t worth the cost of the proverbial package they came in. Reliability is paramount to delivering consistently excellent customer experiences, so it’s a...
What are the Qualities of a Great Call Center Manager?
Call center managers have a tough job to do. They need to have a strategic vision, make difficult decisions, and keep agents engaged and happy. Great call center managers can align agents, resources, and systems to meet strategic goals. What are some qualities of great call center managers?...
10 High-Value Use Cases For Predictive Analytics in the Contact Center
Predicting trends and patterns is a mainstay for managers operating at breakneck speed in today’s service world, which means there are tons of use cases for predictive analytics in the contact center. Who doesn’t want to look into the future and know exactly what actions could keep your...
5 Signs It’s Time to Move Your IVR to the Cloud
Customer demands are changing faster than ever. But keeping up with them is not as daunting of a task as it may seem. Call center cloud solutions give you the flexibility to adapt. You can easily incorporate new technology and communication trends into its functionality. ...
What are Chatbots & How are They Different from IVR and Virtual Agents?
The rapid evolution of AI has generated an adoption boom of automation and RPA by contact centers. The three main capabilities are chatbots, conversational IVR, and virtual agents, with diverse use cases spanning everything from customer service management, payment processing, and generating and...
Why Your Contact Center Needs Speech Analytics
In today’s business environment, organizations are focused more on the consumer’s experience than ever before. With access to countless social media platforms and review sites, consumers have more in their arsenal to combat negative experiences – and cause companies reputational damage – than ever...
Forrester Study: Agent & Customer Experiences Improve With Integrated Contact Center Solutions
A commissioned study conducted by Forrester Consulting on behalf of LiveVox in December 2020 evaluated how integrated contact center solutions help firms with their business operations, customer needs, agent performance, and business outcomes. Below we’ve outlined some of the study’s key findings....
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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.
