#contactcenterworld, @livevox, @aragonresearch1
San Francisco, CA, USA, Mar 7, 2023 - LiveVox Holdings, Inc. ("LiveVox" or the "Company") (NASDAQ: LVOX), a cloud-based provider of customer service and digital engagement tools, announced it has been named an Innovator in the Aragon Research Globe™ for Intelligent Contact Centers, 2022. LiveVox was identified for its easy system and agent orchestration and ability to personalize customer interactions through its pre-integrated omnichannel and AI capabilities, allowing customers to deliver experiences for agents and customers while driving efficiency.
Aragon Research analysts evaluated 15 contact center providers that are making a difference in intelligent contact centers, ranking vendors based on strategy, reach and platform performance. The report identified LiveVox for a number of key strengths, including personalization – easily enabled by its purpose-built CRM – which facilitates smooth escalations to agents, and syncs information across systems to keep the customer at the center of every interaction. In addition to equipping agents with the data-driven insights and pre-integrated tools needed to succeed, Aragon analysts also highlighted the company’s key intelligence capabilities – including LiveVox’s SpeechIQ(R) with automated Quality Management. Speech IQ provides unified insights about the customer experience, by combining speech analytics with omnichannel intelligence and the ability to improve agent performance and deliver better customer experiences.
Contact center providers are facing increased pressure to modernize their offerings to streamline the customer journey. Aragon’s report found that by 2024, 55 percent of contact center providers will enable the development of an enhanced customer profile that will facilitate a more personalized customer experience.
"LiveVox is honored to be named as an Innovator by Aragon, as we continue to help customers transform their contact center performance. At a time when speed and personalization is critical to the customer experience, LiveVox is dedicated to streamlining the customer journey with an emphasis on ease-of-use and continued partnership with our customers," said John DiLullo, CEO, LiveVox. "We look forward to further evolving and expanding our robust suite of cloud contact center solutions to help our customers reach their full potential and maximize ROI."
"This is LiveVox’s first year in the Intelligent Contact Center Globe, demonstrating a notable positioning in the market," said Aragon Research Founder & CEO, Jim Lundy. "LiveVox offers comprehensive data-powered contact center solutions to the market and with its easy orchestration of data, apps, and workflows, it should be on any business and IT leaders’ radar."
#contactcenterworld, @livevox, @aragonresearch1
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.
About Aragon Research:
Aragon Research delivers high-impact visual research, consulting, and advisory services to provide enterprises the insight they need to make better technology and strategy decisions. Aragon Research serves business and IT leaders and has a proven team of veteran analysts.
Published: Thursday, March 9, 2023
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