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July 18, 2020

SMS Goes Mainstream in the Contact Center: A New Report

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As omnichannel evolves and changes the way contact centers support their customers, managers and decision-makers are increasingly challenged to one-up themselves and transform the service experience to meet always-changing preferences. So what does the ideal omnichannel customer experience look like these days? What are the channels that most impact satisfaction and motivation, not just for customers but agents, too? And how are new remote working conditions affecting agent and customer outcomes? Even more, how have contact centers used digital channels to become more adaptive? 

In our Q3 omnichannel report Messaging Goes Mainstream, we gathered insights from hundreds of customer service executives and decision-makers in the contact center space across four broad industry segments including Financial Services, Telecommunications, Healthcare, and Sales and Marketing. We asked them what channels are seeing the most growth, what capabilities make for a good (and bad) vendor evaluation, how they perceive the value fo digital messaging within their CX suite, and more. 

The report delivers critical, sometimes surprising insights into how leaders are making the decisions that shape some of the most important aspects of their business, like where to invest next to improve customer relationships and how their omnichannel roadmaps shift based on customer feedback and behavior.   

Here are some key takeaways from our data: 

SMS has arrived.

No longer just an emerging way for businesses to reach customers, SMS is now a mainstream communication channel applied in almost every use case across industries from financial services to telecom.

Consumers favor texting over other messaging apps.

This is borne out by the number of organizations that cited channel preference and improved CX as the reasons for driving their SMS adoption.

We’re all different, but we’re all the same, too.

The biggest concern voiced by respondents when it comes to managing SMS is integrating the new channel with existing systems and workflows. Likewise, when evaluating new platforms, respondents said ease of integration was the primary decision-making factor.

SMS, and digital channels in general, have played a significant role in shaping workflows for newly remote teams.

During quarantine when many onsite operations shifted to work from home, digital channels were leveraged to maintain agent efficiency and deflect high call volumes. With many executives considering the shift to work from home as a standard operating procedure, digital channels will continue to be a common feature of the next-generation contact center

You can read the full report for free here. Or save your seat for the upcoming webinar on August 6 where we’ll unpack the findings in more detail with LiveVox’s own Senior Product Marketing Director Jim Lynch and report author Amanda Butkewich

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, 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 performance in your contact center. Our battle-tested risk mitigation and security tools help clients maximize their potential in an ever-changing business environment.  With 20 years of pure cloud expertise LiveVox is at the forefront of cloud contact center innovation. Our more than 450 global employees are headquartered in San Francisco; with offices in Atlanta; Denver; New York City; St. Louis; Medellin, Colombia; and Bangalore, India.

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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 at @LiveVox or visit

To stay up to date with everything LiveVox, follow us at @LiveVox, visit or call one of our specialists at (844) 207-6663.

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