LiveVox has added its contact centre solution to the Salesforce AppExchange to allow agents to handle calls directly from the Salesforce workspace.
By leveraging the LiveVox Contact Center Platform together with the Salesforce CRM, businesses can streamline workflows and deliver seamless experiences powered by omnichannel capabilities.
Louis Summe, CEO and Co-Founder, LiveVox, said: “Contact Center data is incredibly powerful when it’s applied to customer service and lead generation efforts.”
“LiveVox’s integration with Salesforce will give agents a comprehensive view of the customer journey across every channel through a single, seamless user interface. As a result, agents will be armed with the tools and data that they need to be more effective and productive across every single customer interaction.”
According to LiveVox, the company’s pre-integrated contact centre solutions are easy to implement and optimise, allowing companies to replace or enhance their existing contact centre platform. Other LiveVox Contact Center for Salesforce features include:
- A Single User Interface – It allows agents to access voice call functionality using the LiveVox Agent Panel within the Salesforce CRM browser window.
- Outbound Manual Dial – It enables agents to make outbound calls to contacts at their own pace and engage with customers based on interaction history provided in the Salesforce CRM.
- Click-to-Dial – It enhances productivity by increasing the speed at which agents can contact customers.
- Call Activity Logs – It provides detailed call records directly within the Salesforce CRM.
Meanwhile, Salesforce has recently published a report that sheds light on changes in customer behaviours and the future of customer engagement.
