LiveVox Launches on Salesforce AppExchange, Enabling Contact Centers to Improve Customer Experience with Embedded LiveVox Capabilities in the Salesforce Interface

Rhea-AI Summary

LiveVox has announced its Contact Center solution's integration with Salesforce, now available on the Salesforce AppExchange. This integration allows agents to manage calls directly from Salesforce, enhancing the customer experience. CEO Louis Summe emphasized the benefits of this data-driven approach for customer service and lead generation. Key features include a unified interface, outbound manual dialing, click-to-dial, inbound call management, and detailed call activity logs. LiveVox aims to streamline workflows and improve agent productivity while managing compliance risks.

Positive

• Integration with Salesforce enhances customer service capabilities.
• Unified user interface streamlines workflows for agents.
• Enhanced productivity through features like click-to-dial and call activity logs.

Negative

• None.

New LiveVox and Salesforce Integration Simplifies Next-Generation Unified Communication for Customer Service and Lead Generation Teams

SAN FRANCISCO--(BUSINESS WIRE)-- LiveVox Holdings, Inc. (“LiveVox” or the “Company”) (NASDAQ: LVOX), a leading cloud-based provider of customer service and digital engagement tools, today announced that its Contact Center solution is available on the Salesforce AppExchange. LiveVox Contact Center for Salesforce allows agents to handle and make customer calls directly from their Salesforce workspace. As a result, businesses can now leverage the LiveVox Contact Center Platform and Salesforce CRM together to streamline workflows and create an exceptional, seamless experience for both customers and agents.

“Contact Center data is incredibly powerful when it’s applied to customer service and lead generation efforts,” said Louis Summe, CEO and co-founder, LiveVox. “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.”

LiveVox’s performance-driven, blended omnichannel contact center solutions are purpose-built to power exceptional customer and agent experiences. The company’s pre-integrated contact center solutions are easy to implement and optimize, allowing companies to replace or enhance their existing contact center platform. LiveVox Contact Center for Salesforce features include:

• A single, seamless user interface for agents to access voice call functionality using the LiveVox Agent Panel within the Salesforce CRM browser window. The unified desktop combines Voice controls with the full breadth of Salesforce CRM for streamlined contact center touchpoints that enable effective, efficient service.
• Outbound manual dial lets agents make outbound calls to specific contacts at their own pace and easily engage with customers based on intuition and interaction history provided in the Salesforce CRM.
• Click-to-dial enhances agent productivity by increasing outreach potential and engagement.
• Inbound calls increase efficiency and empower cohesive customer journeys. When an inbound call comes in, the agent immediately sees related records so they can quickly pull up the customer information and open cases.
• Call activity logs help agents and supervisors keep detailed call records directly within the Salesforce CRM. Calls that connect to an agent automatically create call records within Salesforce, making it easy for users to manage call activity notes and follow up tasks.

To learn more about LiveVox Contact Center for Salesforce, 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; 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 those containing 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, 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 (“SEC”), including our Form 10-K filed with the SEC on March 11, 2022. 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.

View source version on businesswire.com: https://www.businesswire.com/news/home/20220601005496/en/

PR Contact for LiveVox

Katie Creaser

LiveVoxPR@ICRInc.com

IR Contact for LiveVox

Ryan Gardella

LiveVoxIR@ICRInc.com

Source: LiveVox Holdings, Inc.

FAQ

What is the significance of LiveVox's integration with Salesforce?

The integration enhances customer service efficiency by allowing agents to manage calls directly within Salesforce, streamlining workflows.

What features does LiveVox provide with its Contact Center for Salesforce?

Key features include a unified interface, outbound dialing, click-to-dial, inbound call management, and detailed call logs.

When was the LiveVox and Salesforce integration announced?

The integration was announced recently, expanding LiveVox's offerings on the Salesforce AppExchange.

How does the integration benefit agents using Salesforce?

It provides agents with a comprehensive view of customer interactions, enhancing their productivity and effectiveness.

What company operates under the ticker symbol LVOX?

LiveVox operates under the ticker symbol LVOX, focusing on cloud-based customer engagement solutions.