Introducing the LiveVox [U] Series: A Practical Path to ROI-Driven Digital Engagement

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The contact center industry faces a dramatic shift as tech leaders such as Google and Amazon accelerate innovation beyond multichannel connections and into new realms of digital engagement such as Chatbots / AI. As a result, customer expectations for more personalized, instantaneous interactions across multiple channels are increasing faster than ever — leaving the vast majority of contact centers struggling to keep up.

To help contact centers navigate and succeed in this new era, LiveVox introduces the “LiveVox [U] Series” – a practical and incremental path for contact centers to evolve their operations from primarily voice-based strategies to ROI-driven digital engagement. Just how? Keep reading to learn more:

Achieving Successful Digital Engagement Requires the Ability to Scale Digital Training

While the evolution from voice, to multichannel, to digital engagement, represents a significant shift for contact centers, the same operational best practices still apply. At the heart of a contact center are its agents and contact center managers. The same question that one asks when driving strategy and performance in a voice channel, now needs to be asked and applied to Email, SMS, and Chatbots/AI.

To drive successful digital engagement strategies, a contact center must  be able to continually test, analyze, and train best practices across that workforce and workflow. Consider the following scenarios:

  1. How do you know which Email / SMS works best?
  2. How do you know which channel sequence works best?
  3. How do you know which agent facilitates the best Multichannel interaction?
  4. How do you know which channel will work best in a Chatbot?
  5. How do you know which logic flow will result in the best AI interaction?

LiveVox believes the path to successful digital engagement provides contact centers with the ability to identify, manage, and scale training around workflow best practices in a cross-channel environment. And more importantly, the ability to do so in a manner that is cost-effective, low-risk, and rapid. 

To achieve this, the LiveVox  [U] Series provides an environment to incrementally add channels while driving performance at each step (as seen below).

The LiveVox [U] Series Lowers the Barrier to Creating a Holistic Digital Platform

To provide a solution where digital strategies can be tested, analyzed, and trained on, simply adding new channels will not suffice. All three core capabilities of a traditional contact center – CRM, WFO, and contact channels – must evolve and function in an Omnichannel environment. In addition to upgrading these components, contact centers must also establish a deep and real-time integration across all three applications. On a single platform, contact centers can expand their operations from primarily voice strategies to ROI-driven digital engagement.

Achieving this technology overhaul has traditionally required a multi-million, multi-year effort–a high barrier to entry. The ability to finance and undertake such a large infrastructure evolution is often only feasible for businesses with large budgets and an even greater appetite for prolonged projects.

LiveVox [U] Series Offers a Better Way:   

The LiveVox [U] Series avoids this daunting path by providing a comprehensive engagement platform with Omnichannel solutions spanning CRM, WFO, and digital- automatically integrated into a single solution. Here are the components that make up the LiveVox [U] Series:

LiveVox’s [U] Series is also known as the “Unified” series for its ability to unify complex omnichannel capabilities into a single engagement platform 

OMNICHANNEL CRM (Contact Manager): LiveVox Contact Manager automatically centralizes and standardizes customer account data attributes from disparate sources. This allows contact centers to establish customer profiles across all channels.

LiveVox’s omnichannel CRM enables contact centers to effectively manage digital customer profiles such as channel preferences and comprehensive customer journeys

OMNICHANNELS / AI:  LiveVox’s customer engagement platform also includes a fully integrated digital channels. This enables contact centers to create blended multichannel workflows that are based on the customer’s digital profile on the fly, from a single desktop.

Combined with LiveVox’s Omnichannel/AI capabilities, contact centers are empowered to configure digital workflows based on changing channel preferences and facilitate customized chatbot interactions

OMNICHANNEL WFO: The most important, yet often overlooked aspect of a scalable digital strategy, is LiveVox’s 3rd component – a fully integrated omnichannel WFO/QM solution. This provides critical insights into factors contributing to digital performance, which drives best practices, compliance, and training across the workforce.

The full integration of all capabilities, including LiveVox’s Omnichannel WFO/QM solution, enables comprehensive insight into a digital workflow. For example, LiveVox provides the ability to see all the interaction details (in both audio and screen recording) of when a customer is transferred from a chatbot to an agent and the following interactions

For over a decade, contact centers have faced an increasing demand for new channels. Yet, aside for some variation of siloed adoption of SMS and Email, contact centers have primarily remained focus on voice. Today, the pressure to evolve is accelerating the need to change. The LiveVox [U] Series provides a practical path for contact centers to take on the evolution by systematically shifting their operations and culture into a digital environment starting………now.

To learn more, click here.

Driving Growth: Unleashing ROI-Driven Solutions for Contact Centers

In today’s rapidly evolving contact center industry, driving growth and achieving a strong return on investment (ROI) are crucial goals for contact center managers. With technological advancements and the shift towards digital engagement, you need to embrace ROI-driven solutions to stay ahead of the curve. At LiveVox, we understand the challenges you face in this digital era, and we’re here to empower you with practical and incremental steps to unlock growth and maximize ROI.

One of the key factors in ROI-driven growth in contact centers is the ability to scale digital training effectively. As contact centers transition from voice-based strategies to multichannel and digital engagement, it becomes essential to continually test, analyze, and train best practices across different channels. This brings about important questions:

·         How do you determine which email or SMS strategies work best?

·         What is the most effective channel sequence for engaging customers?

·         Which agents excel in delivering exceptional multichannel interactions?

·         How do you optimize chatbot performance by identifying the best channel?

·         What logic flow leads to the most successful AI interactions?

At LiveVox, we believe that successful digital engagement requires you to identify, manage, and scale training around workflow best practices in a cross-channel environment. We offer a cost-effective, low-risk, and rapid solution to achieve this goal.

Introducing the LiveVox [U] Series, a comprehensive and integrated environment designed to help you evolve from primarily voice-based strategies to ROI-driven digital engagement. Our [U] Series enables you to incrementally add channels while driving performance at each step of the journey.

Creating a holistic digital platform is not just about adding new channels; it’s about upgrading the core capabilities of your contact center. LiveVox’s [U] Series provides a unified solution encompassing CRM, WFO, and contact channels. Our Contact Manager centralizes and standardizes customer account data, allowing you to establish comprehensive customer profiles across all channels.

Our [U] Series includes fully integrated digital channels and AI capabilities, enabling you to create blended multichannel workflows tailored to each customer’s digital profile. With LiveVox’s omnichannel WFO/QM solution, you gain critical insights into factors contributing to digital performance, driving best practices, compliance, and training across your workforce.We understand that the journey towards a scalable digital strategy can seem daunting, but LiveVox’s [U] Series offers a better way. By providing a comprehensive engagement platform with integrated omnichannel solutions, we lower the barriers to entry and enable you to achieve your growth and ROI-driven objectives without the need for multi-million-dollar, multi-year efforts.

Unlocking Profitability: Maximizing ROI with Call Center Solutions

One of the key factors in unlocking profitability is leveraging ROI call center solutions specifically designed to deliver high ROI. Today, more than ever, businesses seek solutions that provide tangible and measurable results. That’s where LiveVox comes in.

With our ROI call center solutions, you can streamline your processes, improve efficiency, and enhance customer experiences. Our solutions are built to address the unique challenges call centers face, helping you overcome common pain points such as agent performance, customer satisfaction, and operational costs.

You can optimize your call center operations and drive profitability by leveraging our advanced technology and innovative tools. Our unified platform integrates CRM, WFO, and contact channels, providing a seamless and holistic solution for your call center needs. You can centralize customer account data, establish comprehensive customer profiles, and deliver personalized experiences across all channels.

Furthermore, our ROI call center solutions offer real-time insights and analytics, allowing you to make data-driven decisions and continuously improve your performance. You can maximize your ROI and achieve long-term profitability by monitoring key metrics, identifying trends, and implementing targeted strategies.

At LiveVox, we understand that every call center is unique, and we are dedicated to providing customized solutions tailored to your specific requirements. Our friendly and knowledgeable team is here to support you throughout your journey, ensuring a smooth transition and ongoing success.

Unlock the profitability potential of your call center with LiveVox’s ROI call center solutions. Let us help you optimize your operations, boost customer satisfaction, and drive sustainable growth. Together, we can take your call center to new heights of profitability and success.To learn more about how LiveVox can help you maximize ROI with our ROI call center solutions, get in touch with us.

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About LiveVox

LiveVox (Nasdaq: LVOX) is a proven cloud CCaaS platform that helps business leaders redefine customer engagement and transform their contact center’s performance. Decision-makers use LiveVox to improve customer experience, boost agent productivity, empower their managers, and enhance their system orchestration capabilities. Everything needed to deliver game-changing results can be seamlessly integrated and configured to maximize your success: Omnichannel Communications, AI, a Contact Center CRM, and Workforce Engagement Management tools.

For more than 20 years, clients of all sizes and industries have trusted LiveVox’s scalable and reliable cloud platform to power billions of omnichannel interactions every year. LiveVox is headquartered in San Francisco, with international offices in Medellin, Colombia and Bangalore, India.

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

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