Market Perspectives

Contact center infrastructure is continuing to shift to the cloud, and with it comes more innovation and more agent capabilities. Increased customer service expectations require faster response through a variety of channels. Agent interactions have also become more complex as automated self-service applications complete most of the simple interactions agents would otherwise support. Plus, agents are increasingly empowered to make proactive decisions to help customers, and must synthesize more information coming from multiple sources. That they have to do so in real time, often from home without peers or supervisors around to give them guidance, adds to the challenge. This evolution to more complex tasks means agents require better support from contact center technology.

Founded in 2000 as an on-premises contact center system, LiveVox has since expanded to offer a full cloud platform that supports workforce engagement management, customer relationship management, omnichannel interactions and artificial intelligence. Like many contact center vendors over the past several years, LiveVox is continuing to expand its cloud offerings and has opportunity for growth, thanks to an integrated, feature-rich platform. The technology is purpose-built for the contact center and fully integrates many features like performance analytics and virtual agents. It is pre-integrated with AI bots and agent assistance, which simplify complex interactions and increase customer satisfaction. A recent partnership with Neustar enhances outbound calling and also advances outbound text communications in a compliant manner.

With more focus placed on the customer experience, many organizations now understand that better and more efficient customer service is critical to revenue, since all aspects of the revenue cycle – from sales and marketing – contribute to customer engagement. This three-pronged approach of CX, sales and marketing is becoming the new norm among software vendors and customers.

The future of customer engagement requires an updated contact center platform that adds new ways for agents to provide value to customers and their organizations. The basics start in the cloud, with an advanced cloud platform that connects the center’s communications with systems used by the rest of the organization. On the CX side, this starts with the agent and their ability to correctly handle complex interactions through text, chat, phone, email or other channels. We believe that by 2025, 7 in 10 customer interactions will combine automated, conversational self-service and live agents, reducing costs, time and enabling agents to focus on high-value interactions.

LiveVox brings to the table a variety of tools to better assist agents. Agent Scripter, for example, defines dynamic workflows and scripts to improve an agent’s confidence in decisions and deliver consistent communication to customers. This goes hand-in-hand with LiveVox's speech analytics tool, SpeechIQ, which uncovers customer intent and drives agent performance after the call.

LiveVox has an immense opportunity to be positioned as a fully integrated contact center platform, and should continue to ride the transition that many organizations are making to improve CX. Now that organizations can meet more deeply engaged customers in their digital channel of choice, agents can be refocused on problem-solving through tools and training designed for a faster, more conversational era. Today’s contact center can shift to a proactive tool for measuring customer value, loyalty, longevity and advocacy. LiveVox brings a plethora of features for a better customer and agent experience, and any organization looking to expand its customer satisfaction should look to LiveVox to meet those needs.