LiveVox Enhances Knowledge Center to Power Intelligent Self-Service and Collaboration for Customer Service Teams
January 19 2022 - 8:00AM
Business Wire
The Company’s fully fledged internal and
external library provides intelligent and comprehensive
self-service capabilities for both live and AI-enabled virtual
agents
LiveVox Holdings, Inc. (“LiveVox” or the “Company”) (NASDAQ:
LVOX), a leading cloud-based provider of customer service and
digital engagement tools, today announced enhancements to its
Knowledge Center. LiveVox’s Knowledge Center enables intelligent
search capabilities and collaboration tools that allow contact
center 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 center is robust enough to provide a seamless
self-service experience that consistently learns and automates
updates based on intelligent search functionality. Additionally,
knowledge center data, including trending searches and reader
behavior statistics, can be used by contact center 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 center 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 center 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.
About LiveVox
LiveVox (Nasdaq: LVOX) is a next generation contact center
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 center 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. To stay up to date with
everything LiveVox, follow us at @LiveVox or visit livevox.com.
Forward-Looking Statements
This press release contains certain forward-looking statements
within the meaning of Section 27A of the Securities Act of 1933, as
amended, and Section 21E of the Securities Exchange Act of 1934, as
amended. Some of the forward-looking statements can be identified
by the use of forward-looking words. Statements that are not
historical in nature, including the words “anticipate,” “expect,”
“suggests,” “plan,” “believe,” “intend,” “estimates,” “targets,”
“projects,” “should,” “could,” “would,” “may,” “will,” “forecast,”
“opportunity” and other similar expressions are intended to
identify forward-looking statements. All forward-looking statements
are based upon management estimates and forecasts and reflect the
views, assumptions, expectations, and opinions of the Company as of
the date of this press release, and may include, without
limitation, expected improvements associated with enhancements to
the Company’s knowledge center, changes in general economic
conditions, including as a result of COVID-19, all of which are
accordingly subject to change. Any such estimates, assumptions,
expectations, forecasts, views or opinions set forth in this press
release constitute the Company’s judgments and should be regarded
as indicative, preliminary and for illustrative purposes only. The
forward-looking statements contained in this press release are
subject to a number of factors, risks and uncertainties, some of
which are not currently known to the Company, which may cause the
Company’s actual results, performance or financial condition to be
materially different from the expectations of future results,
performance of financial condition. Important factors, among
others, that may affect actual results are described in the
Company’s filings with the Securities and Exchange Commission.
Although forward-looking statements have been made in good faith
and are based on assumptions that the Company believes to be
reasonable, there is no assurance that the expected results will be
achieved. The Company’s actual results may differ materially from
the results discussed in forward-looking statements. Readers are
cautioned not to place undue reliance upon any forward-looking
statements, which speak only as of the date made. These
forward-looking statements are made only as of the date hereof, and
the Company does not undertake any obligations to update or revise
the forward-looking statements, whether as a result of new
information, future events or otherwise, except as required by
law.
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version on businesswire.com: https://www.businesswire.com/news/home/20220119005258/en/
Investors: Alexis Waadt awaadt@livevox.com
Ryan Gardella livevoxIR@icrinc.com
Press: Nick Bandy nbandy@livevox.com
Katie Creaser livevoxPR@icrinc.com
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