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LiveVox Solutions | Customer Experience

Enhance The Customer Experience

It’s about time your contact center platform helped you satisfy your customers, keep your costs down, and create a frictionless experience for everyone involved.
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CX Challenges And How To Solve Them

More channels. Higher expectations. Way less patience. Customer service is becoming even more complex in spite of past investments in contact center capabilities. But the right solutions are at your fingertips.

Siloed And/Or Disconnected CX?

Insufficient Self-Service Options?

Unacceptable Service Times?

Lack Of Insight Into Customers?

Delayed Service Resolutions?

Solution: Connect All Channels And Conversations

  1. Channel / data silos lead to customers without options / agents without context
  2. Having to repeat processes and inputs is frustrating for everyone
  3. Make life easier by unifying all channels in a single platform
  4. Deliver everything agents need in a single pane of glass
  5. Complete with all key customer info and interaction history

Find Out How To Create A Connected CX →

Solution: Guide And Support Your Agents Live

  1. Average agent toggles between 5+ applications to serve a customer
  2. This leads to frustrated agents and longer service times for customers
  3. Make it easier for agents to get the info they need
  4. Declutter agent desktops with everything in a single pane of glass
  5. Boost efficiency by automating workflows and providing live guidance

Find Out How AX Impacts CX →

Solution: Unify Your Analytics Across The Journey

  1. Disconnected channel applications result in siloed reporting
  2. This prevents you from fully understanding customer intent and behavior
  3. Use unified analytics to combine your channel and voice data into a single dashboard
  4. Map the customer journey across all touchpoints so you can optimize every path / result
  5. Outcomes could include: issue resolved, bill paid, sale made, etc.

Find Out How To Gain More Customer Insight →

Solution: Integrate And Streamline Service Tasks

  1. For service resolutions, tight communication across departments is key
  2. Escalations can be highly manual and miss key info due to external apps

  3. Track and manage escalations linked across departments / channels
  4. Implement collaborative tickets, real-time alerts, and new accounts via tickets

Find Out How To Tackle Service Tasks →

Solution: Enable Helpful AI & Automation Capabilities

  1. Today’s on-the-go customer wants to self-serve on their terms
  2. Using AI-powered agents lets you add customer self-service options
  3. But the technology can seem daunting to adopt or manage
  4. Look for an embedded low-code, no-code solution
  5. A cloud platform needs to help AI be easy for your customers, agents, and you

Find Out How To Use AI To Improve CX →

What Are LiveVox Clients Saying About Our Personalized Engagement Solutions?

“Prior to LiveVox, we were using several different applications across voice, email, and SMS. With LiveVox, all of our channels are on a single platform, providing our agents with the insight they needed to immediately identify and service the customer, regardless of the channel.”

—Tom Nusspickel, COO, American First Finance

“LiveVox is an omnichannel solution that gives us a full view of each customer’s journey. We can now be efficient and nimble while empowering agents with the tools and data they need to be successful.”

—COO, Financial Services, Business Servicer

“Before, we had situations where the same customer was being contacted through multiple channels in the same day resulting in confusion and a poor customer experience. Improving customer experience is one of the huge benefits of pulling our interactions into the same omni-channel platform.”

—COO, Financial Services

The Cloud Contact Center Platform That Helps You Improve CX

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Omnichannel / AI

+ Meet Customers On Their Channels Of Choice
+ Provide AI-Powered Self-Service Options
+ Voice, Chat, SMS, Email, And More

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Inbound Voice

+ Self-Service Options
+ Seamless Customer Journeys
+ Boost Agent Efficiency

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Email

+ Robust Campaign And Targeting Tools
+ Cross-Channel Visibility And Reporting
+ Interaction History In Full HTML

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Webchat

+ Real-Time Conversations
+ Match Your Website’s Look And Feel
+ Integrates With AI Chatbots

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2-Way / Mass SMS

+ Individual Or Bulk Messages
+ Automate Using AI
+ Compliance Controls

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HTI®

+ Like HCI®, But For SMS
+ TCPA-Focused And Cost-Effective
+ More ROI, Less Risk

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WhatsApp

+ Seamless Integration
+ Access 2 Billion Users
+ All From One Screen

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Multichannel Chatbots

+ AI-Enabled Self-Service
+ Provide 24/7/365 Support
+ For Webchat And SMS

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Intelligent Virtual Agents

+ Fast, Accurate Self-Service
+ No Code, No Engineering
+ Assist Live Agent Escalation

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Interactive Voice Response (IVR)

+ Drag-And-Drop Workflows
+ Over 40 Modules Available
+ Best Practice Templates

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Customer-Centric Campaigns

+ Robust Segmentation And Targeting
+ Links Channels, Data, And History
+ Tailored Workflows And Ticketing

Unified Customer Profiles

360° Customer Profiles & History

+ Full Picture Of Your Customers
+ Sync Info Across Systems
+ Update Profiles In Real-Time

Knowledge Center

Knowledge Center

+ Encourage Customer Self-Service
+ Free Up Agent Bandwidth
+ Web Widget And Agent Desktop

Segmentation and Targeting

Segmentation & Targeting

+ Create Dynamic Campaign Lists
+ Persona Groups And Journeys
+ Based On 360° Customer Profiles

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Omnichannel CSAT

+ Survey On Digital Or Voice Channels
+ Automate Response Actions
+ Integrates With Contact Center CRM

Segmentation and Targeting

Customer Happiness Index

+ Intuitive AI-Powered Insights
+ Real-Time Insight With Visual Gauges
+ A Comprehensive View of Overall CX

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Complete Product List

+ Omnichannel / AI Enabling Frictionless Experiences
+ Integrated Contact Center CRM With 360° View
+ WEM Tools For Productivity And Performance

Personalized Engagement Resources To Help You Change The Game

LiveVox [Contact Center CX Opportunities And Challenges / Analyst eBook]

Analyst eBook

Contact Center CX Opportunities And Challenges

Discover top CX challenges, performance comparisons, key building blocks, and benchmarks.

Download Analyst eBook

eBook

Put The “Customer” Back Into Your CRM

Discover all the ways you can infuse a more customer-centric mindset in your contact center.

Download CRM + CX eBook
LiveVox [Transform CX With AI / Video]

Video

Transform CX With AI

See how you can use Intelligent Virtual Agents to service more customers and improve CX.

Watch Video
LiveVox [Practical AI For Contact Centers / Analyst eBook]

eBook

Practical AI For Contact Centers

Understand today’s AI landscape in the contact center and what’s coming in the future.

Download AI eBook

Tip Sheet

How To Use Digital Data To Optimize CX

Find out how offering digital channels unlocks key customer data and feedback to improve CX.

Download Data Tip Sheet
LiveVox [Agent Experience is Underrated / eBook]

eBook

Agent Experience Is Underrated

Read why AX is key to customer success and how to improve productivity and performance.

Download AX eBook
LiveVox [Training Agents For 5-Star Customer Service / Analyst Tip Sheet]

Analyst Tip Sheet

Training Agents For 5-Star Customer Service

Check out best practices from Frost & Sullivan on training your agents to text with customers.

Download Analyst Tip Sheet
LiveVox [Show Your Customers And Agents Some Love / Video]

Video

Show Your Customers And Agents Some Love

Learn why using SMS to make customers-agent interactions easy makes everyone feel good.

Watch Video

Dive Deeper Into Contact Center CX

Check out our Frequently Asked Questions below.

What Does Improving The Customer Experience Really Mean?

Improving the customer experience means removing the challenges and friction customers may encounter when interacting with your brand. Delivering standout CX helps you to:

  • Build trust and loyalty with your customers
  • Acquire new customers
  • Retain existing ones
  • Make more sales
  • Ultimately increase revenue for your business

Any effort to improve customer experience will be driven by the goals above. Companies that go the extra mile to walk in their customers shoes and understand what they want can more easily deliver personalized, effective customer experiences.

What Are The 3 Main Facets Of Contact Center CX?

The 3 driving components behind CX in the contact center are:

  1. Ease of Use
  2. Simplicity
  3. Efficiency

Standout customer service is all about removing barriers for your customers:
 

  • Your channels, tools, products, or services must be easy to use, simple to understand, and help customers achieve their end goals in an efficient, straightforward way
  • Add SMS, webchat, email, and WhatsApp to facilitate faster service resolutions
  • Provide your agents with a desktop that eliminates toggling between applications so they can deliver more efficient customer experiences

    How Can LiveVox Help Me Improve CX?

    LiveVox helps you improve the experience for your customers by helping you put them at the center of everything:

    • We make it easy for you to access the data you need in a unified and deliberate manner across every touchpoint
    • This way, your teams can create relevant, meaningful interactions for customers
    • You can also transform your contact center from “cost center” to “profit center” by boosting loyalty, revenue, and positive sentiment about your company

    All of LiveVox’s contact center tools are accessed via a single, secure cloud-based platform:
     

    • Allows for a seamless experience for agents, supervisors, and decision-makers
    • Improves customer service and seamlessly shifts customer engagement between voice and digital channels
    • Unifies all interaction history, customer profile information, and controls into a tailored agent desktop that improves effectiveness and speed

    What Are Your Advantages With LiveVox?

    Transform your contact center's performance with a proven cloud platform that's actually easy to use and optimize.


    Billions of Omnichannel interactions powered every year

    Trusted by game-changing clients for more than 20 years

    Recognized by the industry's leading analysts

    Fully-Integrated Public Cloud Platform

    + Unified Tools, Channels, And Data To Maximize ROI
    + Fast, Easy, And Cost-Effective To Scale And Optimize
    + Turnkey Omnichannel / AI / Analytics Out-Of-The-Box

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    AX Workplace Made For Contact Centers

    + Integrate It All, Including Agent Workflows, In One Screen
    + Smart, Simple, And Seamless Cross-Channel Interactions
    + Easily Push And Pull Data From Your CRM / Other SORs

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    Scalable, Flexible, Reliable, And Secure

    + 100% Public Cloud Infrastructure And 24/7/365 Support
    + Easily Configure Our Modules, APIs, And Growing Partner Network
    + End-To-End SLA / High Availability And Enterprise-Grade Security

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    Certifications

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