Independent research report on Contact Center As A Service, Q1 2023 recognizes LiveVox for providing quick time-to-value
LiveVox, a proven cloud CCaaS platform built to transform contact center performance, announced it has been included among top contact center providers in the latest Forrester Wave™ for CCaaS. LiveVox was recognized for its all-in-one contact center solution that provides ease-of-use and quick time-to-value for customers.
The report – The Forrester Wave™: Contact Center As A Service, Q1 2023 – identified the top vendors within the market and evaluated them based on 34 key criteria – assessing capabilities including workforce optimization (WFO), agent desktop and tools, outbound tools, omnichannel routing, and more. Forrester also identified three key components for CCaaS providers – a comprehensive approach to AI integration, a broad but tightly integrated suite of solutions, and personalization. When evaluating LiveVox, Forrester cited its simple-to-manage contact center platform – with an internal CRM system that makes customer data easily accessible for integrations, routing decisions, and for use in the agent desktop. LiveVox’s reporting, dashboards, and analytics capabilities were also identified as strengths.
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According to the report authored by Principal Analyst Max Ball, LiveVox’s “goal is to deliver sophisticated contact center tools to its customers in a manner that is easy to use and administer, and provides a quick time to value.” Ball also noted that, “North American-based brands with small-to-midsized contact centers looking for a straightforward solution that provides quick value should consider LiveVox.”
“Being named one of the top CCaaS providers by Forrester further validates the value that we’re able to deliver to our customers,” said John DiLullo, CEO, LiveVox. “LiveVox helps improve agent productivity, lowers costs, opens the door to more and better consumer interactions, and helps contact center leaders better utilize agents working from anywhere. Our ability to meet customer needs at an attractive price point is unmatched in the industry.”
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