The Contact Center Customer Relationship Management (Contact Center CRM) feature is an expansion of agent capabilities that functions in conjunction with the Agent Panel. It allows the agent to view consumer information, interaction history, notes, and Click-to-Call functionality directly from the screen. Additionally, it provides the agent with multi-channel capabilities by allowing the agent to send an unlimited number of email messages, as well as Short Message Service (SMS) via Long Code or Short Code (Short Code sold separately) on a price per SMS basis. The Contact Center CRM Editor requires Contact Center CRM and enables you to configure the desired agent desktop for Contact Center CRM. Through access to a configuration tool, you can modify lay-outs, color schemes, as well as embed third-party platforms within a single LiveVox desktop for agent access. Access is also provided to the Message Response Center allowing agents to respond to both email and SMS. Contact Center CRM also includes the following:
The ability for agents to view contact history.
The ability to search contacts within Contact Manager.
The ability to add notes.
The ability for agents to update consumer data within Contact Manager, such as Phone Number, Email, Address, State, Zip, Past Due Amount, and Total Amount.
The ability to display agent-specific metrics.
Click-to-Dial capabilities.
The ability to send emails and SMS messages while reviewing any account or while on a phone call.
The ability to respond to incoming email and SMS messages through a combination of general and personal queues.