LiveVox Study Finds 229% ROI Using Its Contact Center Solutions

San Francisco-based next-gen contact center platform provider LiveVox (News - Alert) powers over 14 billion interactions a year for its customers. With its CCaaS 2.0 platform and the integration of omnichannel communications, CRM, AI and WFO - companies can empower customer service agents to deliver incredible experiences while reducing compliance risk.

For a more in-depth look at the return on investment (ROI) possibilities and other benefits, the company released findings from a new Total Economic Impact (TEI) study.

Commissioned to be conducted by Forrester (News - Alert) Consulting, the study looked at what enterprises can benefit from when they invest in the company’s Blended Omnichannel and purpose-built customer relationship management (CRM) solution.

A few of the findings from the study included:

• A three-year, 229% ROI and payback in less than 6 months.
• Improved agent capacity planning saving customers $1.2 million.
• Cost savings over $1.1 million from contact center technology.
• Supervisor efficiency gains equaling $705,000 in savings.
• Call deflection, self-service capabilities and reduced average handle time reaching $3.8 million in savings.

“The contact center software market is at an inflection point as some are estimating the market to grow to as large as $83 billion around 2030. Our capabilities, including an increased focus on automation and AI-assisted tools, will allow our customers to thrive by helping them innovate quickly to best meet the needs of their customers,” said LiveVox CEO Louis Summe (News - Alert).

“The results from Forrester’s TEI study are further validation that our approach to cloud-based customer service and digital engagement solutions are solving critical challenges for our customers,” said Summe.

Part of the study also included independent customer interviews on their experiences using the LiveVox platform. Going from siloed solutions and disparate departments to blended omnichannel and purpose-built CRM proved efficiency increases, revenue gains and more.

“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,” commented one COO, financial services.

“Our customer services team is only using inbound, and the platform is so simple for them to use its almost self-sufficient. It’s almost on autopilot,” said another Director of credit business systems, retail.

Edited by Luke Bellos