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Industry Research : Research Study Commissioned by LiveVox Reveals Path to Improved Contact Center Agent and Customer Experience

#contactcenterworld, @livevox

LiveVox, Inc. ("LiveVox"), a cloud-based provider of customer service and digital engagement tools, recently commissioned Forrester Consulting to evaluate how integrated contact center solutions help firms with their business operations, customer needs, agent performance, and business outcomes. For the study, Transform The Agent And Customer Experience Using Contact Center Solutions With Embedded CRM Capabilities, Forrester conducted an online survey with 269 US contact center decision-makers who held a title of director or above in December of 2020.

Digital communication channels, including SMS, email and web chat, now play an integral role in the omnichannel customer journey, helping to expand customer self-service options and enabling contact centers to handle high volumes of support tickets with limited agent capacity. According to the aforementioned Forrester Consulting study, however, two out of every three firms surveyed still cannot orchestrate customer journeys across multiple channels. And seven out of 10 survey participants said that agents do not have all the relevant customer information and interaction history at the moment of engagement—resulting in frustrating experiences for both customers and agents. Nearly 70 percent of these firms said that they would be more likely to purchase a contact center platform with its own CRM to alleviate these issues.

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We invite you and your colleagues to join us online as we take the highest rated industry conference online - join us and the elite in the industry at the NEXT GENERATION Contact Center & Customer Engagement Best Practices Conferences!

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"As the Forrester study found, organizations today are struggling to track and understand customers across the multitude of channels throughout the customer journey, making both the agent and customer experience (CX) frustrating and difficult," said LiveVox CEO Louis Summe. "As they strive to improve agent satisfaction, and in turn improve CX as well, contact center leaders are turning to cloud-based integrated contact-center-as-a-service (CCaaS) with embedded CRM capabilities to better engage their customers. At LiveVox, we’ve made it a priority to develop best-in-class solutions that help contact centers maximize their performance – a continued focus in our recently announced version 15 of the platform."

Key findings from the survey include:

- Integration with other systems is the top issue in managing CRM and contact center technology. Three-quarters of surveyed decision-makers said it is challenging to manage upgrades and integrations for their CRM and contact center platform and between them. These integration challenges persist across other systems within the organization, as decision-makers ranked this as their top challenge in managing their CRMs and contact center technology.

- Contact center platforms are not given a full picture of their customers, and that frustrates agents. Integration challenges restrict agents from accessing and synthesizing all relevant customer information and interaction history. This leads to clunky workflows, and it hinders the agent’s ability to quickly resolve customer issues and provide exceptional service. Customers can become frustrated with the time an interaction takes while agents are frustrated because they can’t do their job efficiently through no fault of their own.

- Firms struggle to serve customers on their channel of choice. Only forty-four percent of respondents believe their firm can orchestrate customer journeys across all channels. Why is this? It’s because nearly 60% of firms support their channels on different systems, making it difficult to capture and utilize customer data. And a lack of real-time, channel-specific information adds to the challenge of accessing and using customer data on the channel of their choice.

#contactcenterworld, @livevox

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.businesswire.com


About LiveVox:
Company LogoLiveVox 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.
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Today's Tip of the Day - 5 Ways To Demotivate Staff

Read today's tip or listen to it on podcast.

Published: Wednesday, June 2, 2021

Printer Friendly Version Printer friendly version

2021 Buyers Guide Business Continuity

 
1.) 
Eckoh

CallGuard Remote
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.

CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS.

This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.

2.) 
OpsTel Services

SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)

3.) 
Vads

VADS Business Continuity Plan
VADS provides a business continuity plan by providing full outsource services and manage services. we've provided this to several clients. You can contact us for a detailed study case.

4.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
Adapting to the new normal contact center industry has to be ready for work from anywhere agents to maintain business continuity. Even when working from remote locations, the work from home agents or remote agents need to be monitored for smooth customer service operations or effective tele sales.

InterDialog UCCS with its work from home agent ready call center software helps you to have complete control over your contact center operations. Agents can log in from any where , home, office or any other place where they are through their mobile phone or desktop , or even through our ID mobile app . With centralized recording & reporting , you gain visibility of all contact center metrics , and you can manage your center the same way as you were doing when working from office.
 

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