LiveVox Releases Version 15 of Contact Center Platform

Cloud-based contact center solution provider LiveVox (News - Alert) has announced the release of the 15th version of the company’s platform, giving clients new tools to enhance both customer and agent experiences.

LiveVox developed the update with a direct focus on creating a unified customer profile for customer information, so that agents can avoid using multiple channels to meet the needs of customers quickly and efficiently. According to a survey released in March by Forrester (News - Alert), 59% of participants felt that varied channels and different systems within the customer journey are the most significant limitation for agents. The survey also found that 79% of participants had to use 4-10 applications at once to fulfill standard customer inquiries.

“The sheer number of customer data applications available to organizations today provides both great benefits and great challenges,” said LiveVox co-founder and CEO Louis Summe (News - Alert). “On one hand, organizations have significant, actionable data available to create a better customer journey and improve agent experience. This influx of channels, however, can create disparate silos and create more work for agents – causing increased frustration for a field that already experiences high turnover rates.”

Version 15 of the platform offers a unified experience for agents, providing simpler access to customer data and omnichannel messaging to improve customer experience. Supervisors now have access to dashboards that offer analytics to help manage agent performance. The update also includes specific UIs that provide call history reports and options for personalization.

“Our latest release, combined with our approach to data management and integration, helps alleviate these pain points for our customers”, Summe added “We’re focused on improving agent experience, thereby improving customer experience, providing meaningful access to holistic data and insights and enhanced omnichannel capabilities.”

Edited by Maurice Nagle