Even in the golden age of omnichannel, it’s clear gaps still exist between voice and digital.
Adopting an omnichannel strategy is about more than just improving customer experience. Before you try to implement one, you need to be sure you’re thinking about how each of these new pieces will fit together as well as how they’ll merge with existing systems.
Without the proper architecture, you may actually be complicating your workflows, not simplifying them.
With this infographic, we outline the ideal integrated call flow so you can see what your contact center could like on true omnichannel.
LiveVox (Nasdaq: LVOX) is a next-generation contact center platform that powers more than 14 billion interactions a year. We seamlessly integrate omnichannel communications, CRM, AI, and WFO capabilities to deliver an exceptional agent and customer experience while reducing 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.
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