LiveVox Enhances Knowledge Center to Power Intelligent Self-Service and Collaboration for Customer Service Teams

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., a leading cloud-based provider of customer service and digital engagement tools, 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.

“This year we have invested heavily in advancing both the agent and customer experience for the contact center in meaningful ways”

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.”

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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.