San Francisco, CA, USA, May 2022 - LiveVox Holdings, Inc. ("LiveVox" or the "Company") (NASDAQ: LVOX), a cloud-based provider of customer service and digital engagement tools, and Omdia, a research and advisory group focused on the technology industry, released the results of a joint study commissioned to understand how well contact center agents are equipped to provide exceptional customer experience in today’s digital environment. The study, entitled "Are Agents Ready for the New Digital Reality?" surveyed 530 customer-facing agents across key verticals including retail, healthcare and financial services and found that the biggest barriers to customer experience and agent productivity are unintegrated and inaccessible data, too much agent complexity, and slow digital adoption.
Delivering a consistent, proactive and personalized customer experience is imperative for businesses in today’s increasingly digital environment. However, providing contact center agents with must-have tools and training to deliver digital-first, omnichannel engagements remains a challenge.
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"The contact center has become the new digital storefront for brands and is often not only the initial touchpoint for customers, but frequently the only touchpoint – agents have an incredible amount of influence on the customer experience," said Louis Summe, CEO and co-founder, LiveVox. "Our study with Omdia revealed that agents are dealing with an unnecessary amount of complexity – too many applications, too much tech that’s hard to use, and an inability to clearly see the data they need to personalize customer interactions. And, these limitations harm agent productivity and morale. The next phase of digital transformation for the contact center must focus on creating a streamlined, agent-centric experience – including the use of practical AI and self-service solutions."
"Today’s customers expect digital-first experiences and personalized interactions. This requires service organizations to ensure agents engage with customers proactively across the web, social, and chat," said Mila D’Antonio, principal analyst, Omdia’s Business Platforms & Applications. "Achieving such personalized, omnichannel engagement depends on the accessibility of customer data, the tools to orchestrate the appropriate actions across all channels at the right time, and a culture that supports a customer-first strategy. Service organizations that optimize for those three requirements will set themselves up for long-term customer retention and loyalty."
Posted by Veronica Silva Cusi, news correspondent
LiveVox is a provider of hosted dialer solutions for the credit and collections industry. Patented technology and industry knowledge allow LiveVox to assist clients with optimizing their operations and collection strategies. Private, carrier-grade VoIP networks enable LiveVox to maximize the productivity of leading credit, collections, debt purchase and call center organizations at a low cost of ownership. LiveVox is headquartered in San Francisco.
Published: Wednesday, May 4, 2022
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