LiveVox Contact Center CRM (Customer Relationship Management) Agent Desktop is a powerful tool that helps improve agents' efficiency and effectiveness in a contact center environment. It allows the agents to access customer information and perform their jobs efficiently. The application is designed to provide agents working in a contact center environment with a single interface to access customer information and perform various tasks such as making and receiving calls, sending and receiving texts, and handling email, and web chat interactions.

You can customize an agent's desktop using a visual editor with integration capabilities. LiveVox Agent Desktop is not only equipped to handle multichannel interactions, such as Voice, SMS, and Webchat to also provides the agent with the customer’s during call interactions. Contact Center CRM has various features displayed in a single pane of glass so that agents do not need to manage multiple applications.

To use the Contact Center CRM functionality, you must have the Designer option enabled in the Billing tab. To purchase Contact Center CRM functionality, contact the Livevox Support Team. For more information on Billing details, see Billing Tab.

The following video gives you an overview of Contact Center CRM features.

Features of Contact Center CRM Agent Desktop

You can use a Contact Center CRM Agent Desktop to:

  • Customize your agent's desktop.

  • View contact (voice, email, SMS) records.

  • View and manage the contact information of your customers.
  • Display the agent's productivity, term code, and time distribution statistics.
  • View, manage, import, and export accounts.
  • View, manage, and track customer requests or issues through tickets.
  • View the activities or tasks assigned to the agent.
  • View the schedule of the agent and request swapping of shifts and leaves.
  • Set reminders for follow-up activities.
  • View and manage lists of assigned records.
  • View the interaction history of a contact.
  • Review scheduled callbacks.
  • Access external web applications.
  • Use the Knowledge Base portal to find the information the agents need to support themselves or assist customers during interaction.
  • Record notes.
  • Trigger workflow events, such as calling an API after a call disposition (after the outcome of a call has been logged).
  • For information about the roles and permissions associated with the Contact Center CRM Agent Desktop, see the User Roles and Permissions section in the Product Documentation Library.
  • Only Managers, System Administrators, and Super User roles have permission to customize the agent desktop.

How do I differentiate between the Designer Desktop and Agent Desktop?
You use the Designer tool (Designer Desktop) to design and manage an Agent Desktop for your agents. 

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