LiveVox Receives Perfect Scores Across Three Categories in DMG Consulting 2022-23 CBCCI Product & Market Research Report

LiveVox Receives Perfect Scores Across Three Categories in DMG Consulting 2022-23 CBCCI Product & Market Research Report

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Enterprises are getting the agility and versatility they need with cloud-based contact center infrastructure solutions and the value vendors like LiveVos are delivering only continues to increase. That’s what you’ll find out in DMG Consulting’s 2022-23 Cloud-Based Contact Center Infrastructure Product and Market Report which examines this high-demand industry, providing strategic insights into the changes brought on by the uptick in AI and automation and recommendations for success. Plus, LiveVox has received perfect scores across three categories in the report! 

Below we highlight some of the report’s key takeaways. 

• The CCaaS market is strong, consisting of customers switching from on-premise to cloud technology, as well as companies transitioning from one cloud solution to another.

• Remote and hybrid solutions are driving adoption of the technology due to reduced real-estate costs and employee satisfaction.

• Enterprise leaders understand the importance of contact centers for customer satisfaction and retention; CIOs/CTOs are being included in the buying decision.

• AI technology is being applied to CCaaS solutions such as routing, agent guidance, self-service, sentiment analysis, and natural language understanding.

• CCaaS vendors are expanding their AI partners (e.g Google CCAI, Azure Cognitive Services), signing up domestic/international distribution partners (SI’s/consulting firms/VARs) in response to customer demand for varied capabilities.

• RFPs for CCaaS now require IVAs/VAs; some decisions hinge specifically on this functionality.

• Improved UIs are being offered to improve agent experience with digital engagement packages that can be deployed without voice or added to third-party voice applications.

• Pricing models are simplified with bundles and consumption-based models.

• Digital transactions continue to grow while enterprise customers expect a suite of fully integrated WFO/WEM applications with advanced knowledge management systems. 

LiveVox earns perfect scores in three distinct categories

LiveVox earned perfect marks in DMG Consulting’s 2022-23 Cloud-Based Contact Center Infrastructure Product & Market Report for three categories.:

  • Ease of Doing Business with a Vendor
  • Agent-Facing Virtual Assistant
  • Speech & Interaction Analytics. 

Ease of Doing Business with a Vendor is a measure of how easy it is to do business with the vendor, such as onboarding and day-to-day support. LiveVox offers dedicated account managers to help customers get up and running quickly and easily.

Agent-Facing Virtual Assistant is a measure of how well the virtual assistant can interact with agents in order to provide them with information they need. LiveVox’s virtual assistant provides agents with real time data that helps them better serve their customers.

Speech & Interaction Analytics measures how well the system can analyze customer interactions in order to gain insights into customer behavior and preferences. LiveVox’s analytics capabilities allow businesses to gain valuable insights into customer needs and better tailor their services accordingly.

Overall, LiveVox has earned strong marks in DMG Consulting’s report, making it an ideal choice for small to medium sized businesses looking for quick ROI from their contact center software investments.

Get all the details—and more— in DMG Consulting’s groundbreaking CBCCI research.

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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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