LiveVox, a leading cloud-based provider of customer service and digital engagement tools, has launched the latest version of its fully integrated contact centre platform—U17. The latest platform update empowers organizations to deliver exceptional customer experiences by reducing internal communication silos, empowering agents to have more meaningful interactions with customers, and enabling contact centre managers to better understand performance and train staff.
“Our latest platform update is purpose-built to power best-in-class experiences for the performance-driven contact centre,” said Louis Summe, CEO of LiveVox. “U17 truly enhances our fully integrated contact centre platform—making it possible for our customers to take advantage of AI, the breadth and depth of omnichannel communication tools, and the full richness of data and insights that inform the contact centre.”
New capabilities in U17 include:
- Interaction Analytics with Built-In Performance Improvement – Multichannel analytics have been added to LiveVox’s Speech Analytics capabilities giving organizations greater visibility and understanding of the interactions being handled by their teams. Coupled with its integration the company’s Quality Management product, multichannel analytics help to further close the loop between interaction auditing and agent performance improvement.
- Ticketing & CRM Capabilities – Customer care organizations can now leverage smart features that make flagging and tracking customer issues more efficient and easier for agents, managers, and back-office staff to resolve collaboratively.
- 360 Degree View of CX – Comprehensive customer and operational data from across the platform is unified in LiveVox’s Business Intelligence tool, providing the insights necessary to improve performance at scale. Plus, key enterprise-level KPIs can be surfaced where and when agents and managers need them, powering data-driven decisions, top-class customer care, and more purposeful sales interactions.
- Digital Messaging Enhancements – With a host of new smart capabilities being added to LiveVox’s already robust two-way digital messaging platform, agents are better able to meet evolving customer expectations for smooth, meaningful interactions regardless of journey stage and channel of choice, even in a non-linear multichannel communications environment. This includes the ability to map outbound outreach to adhere to industry and local rules and regulations.
“U17 is the latest example of our ongoing commitment to a singular focus on the digital transformation of the contact centre,” continued Summe. “We’re excited about the innovation that we’re delivering to customers—through solutions like our SmartStart Portal and recently announced LiveVox WFM. These tech developments are important milestones in our work to deliver the most comprehensive, advanced, and easy-to-deploy solution in the market.”
About LiveVox
LiveVox (Nasdaq: LVOX) is a next-generation contact centre platform that powers more than 14 billion interactions a year. By seamlessly integrating omnichannel communications, CRM, AI, and WFO capabilities, the Company’s technology delivers an exceptional agent and customer experience while reducing compliance risk. With 20 years of cloud experience and expertise, LiveVox’s CCaaS 2.0 platform is at the forefront of cloud contact centre innovation. The Company has more than 500 global employees and is headquartered in San Francisco, with offices in Atlanta; Columbus; Denver; New York City; St. Louis; Medellin, Colombia; and Bangalore, India.
To stay up to date with everything LiveVox visit livevox.com.