LiveVox, a leading cloud-based provider of customer service and digital engagement tools, announced enhancements to its Knowledge Center. LiveVox’s Knowledge Center enables intelligent search capabilities and collaboration tools that allow contact centre agents and their customers to find answers to product questions easily and effectively, while providing critical data and insights into customer service trends and areas of opportunity.
LiveVox’s Knowledge Center is accessible as part of the Company’s Ticketing System or on a stand-alone basis.
88% of US consumers expect companies to have an online self-service support portal. As such, organizations need to ensure that their knowledge centre is robust enough to provide a seamless self-service experience that consistently learns and automates updates based on intelligent search functionality. Additionally, knowledge centre data, including trending searches and reader behaviour statistics, can be used by contact centre managers to better understand customer experience – including challenges and opportunities to optimize brand experience.
“This year we have invested heavily in advancing both the agent and customer experience for the contact centre in meaningful ways,” said LiveVox co-founder and CEO Louis Summe. “Our Knowledge Center, with intelligent search that learns as more agents and their customers use it, provides a more mature offering than other solutions in the market and offers collaboration tools across multiple channels to ensure there is no siloing of data and the customer journey is informed from beginning to end.”
In addition to improving the agent and customer experience by reacting and responding to user input, LiveVox’s Knowledge Center can also be used to create content and social media materials, as well as provide insights and analytics for contact centre managers to gauge how content is performing. Collaboration and access to information across channels are key differentiators for LiveVox’s Knowledge Center – elements not found in less mature offerings.
To learn more about LiveVox’s enhancements to Knowledge Center, click here.
LiveVox (Nasdaq: LVOX) is a next generation contact centre platform that powers more than 14 billion omnichannel interactions a year. By seamlessly unifying blended omnichannel communications, CRM, AI, and WEM capabilities, the Company’s technology delivers exceptional agent and customer experiences, while helping to mitigate 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 650 global employees and is headquartered in San Francisco, with offices in Atlanta; Columbus; Denver; New York City; St. Louis; Medellin, Colombia; and Bangalore, India.
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