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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.

What is the Cost of Hiring and Onboarding New Agents?

What is the Cost of Hiring and Onboarding New Agents?

While the cost of hiring and onboarding new agents is high, it is not just the onboarding process that is costly. The reason you are bringing a new agent on board in the first place is most likely due to a vacancy created by an agent’s departure.  When you lose an agent the effects are felt...

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Here’s Your U-15 Platform Run Down

Here’s Your U-15 Platform Run Down

It’s the end of Q1 and that means we’ve been busy rolling out feature upgrades here at LiveVox. This month we’ve released fresh updates to Contact Manager, a beefed up ticketing system, and even new data management and segmentation capabilities in version 15 of the LiveVox Unified platform. ...

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6 Ways AI and NLP are Transforming Customer Service

6 Ways AI and NLP are Transforming Customer Service

Just think for a moment about the number of times you’ve called a customer service hotline in the last year. How does that compare to five years ago? Ten years ago?  If you’re like most customers, you rely more and more on alternate channels like text messaging, web chat, and social media...

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How Being Proactive Eliminates Costs & Maintains Compliance

How Being Proactive Eliminates Costs & Maintains Compliance

Compliance regulations have ballooned in recent years, leaving companies exposed to potential litigation at every turn and having to continuously train and monitor agents. Worse yet, the increased scrutiny places added pressure on agents to remember and comply with regulations when their primary...

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The Importance of Ease of Use in the Contact Center

The Importance of Ease of Use in the Contact Center

In the software world, the single most important factor in user adoption is ease of use. This is certainly true for customer-facing products, like smartphone apps and devices. Just look at the iPhone; one of the reasons it was such a game-changer is that it was so incredibly simple to use, some...

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4 Outbound Dialer Types and When to Use Them

4 Outbound Dialer Types and When to Use Them

What is an outbound dialer? An outbound dialer is a software or cloud-based solution that allows your contact center to make outgoing calls. Outbound dialing systems help your agents expedite and automate the outbound calling, increasing efficiency and output. Depending on the efficiencies you’re...

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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.

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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.

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Comprehensive Risk Mitigation

LiveVox simplifies risk management with embedded compliance controls spanning CTIA, CAN-SPAM, CFPB, PCI, and other compliance-related considerations.

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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.

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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.

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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.

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Certifications

LiveVox is proud to be both PCI and SOC 2 Compliant.