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How Equipped are Contact Center Agents to Deliver Personalized Omnichannel Customer Experiences?

500+ Contact Center Agents Weigh in on Job Performance and Customer Experience Challenges

Contact center agents have the power to make or break the customer experience. But do they have the digital tools they need to create contextual and meaningful conversations as customers hop between channels?

To answer this question, LiveVox partnered with Omdia to survey 530 rank-and-file contact center agents across a variety of industries, company sizes, and operating models.

The survey report analyzes the ability of contact center agents to properly service customers and the obstacles preventing proactive, personalized omnichannel engagement.

What you’ll learn in this Omdia report:

  • How a lack of the right digital tools is impacting agent job satisfaction and productivity and leading to negative customer satisfaction
  • Proven strategies for increased omnichannel customer engagement and personalization
  • A clear roadmap for improving the agent experience and omnichannel CX.


Simply fill out the form to download the report.

LiveVox [omdia report / cover image]

Fill out this form to get a copy of the report.

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.

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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.

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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 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.

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