View Source

Manage customer attributes and view interaction history across all communication channels.

Contact Manager is a customer relationship management (CRM) database designed specifically for the contact center. It is in a centralized location within the LiveVox Portal (LVP) to store, organize, strategize, and maintain the contact records of your customers, regardless of channel. Contact Manager allows you to unify contact information from disparate data sources. You can use Contact Manager to create targeted campaigns, and also to improve the performance of customer interactions by providing agents with more detailed information about the customer.

Contact Manager also provides an easy-to-use interface for adding, editing, and searching customer information. It also allows for the import and export of customer information in various formats, such as CSV and Excel.

You can add a maximum of 12,000,000 contacts per portal to Contact Manager.
If you are adding contacts by using the Import option, you can import a maximum of 5,000,000 contacts in a single file.
When importing the contacts, it is recommended to retain only the necessary fields in the file. Necessary fields are the fields that are mapped to the columns in the Contacts window.

Admin Guides copy > Contacts Management > contact_table.png

Contact Manager refers to the table of contact records that appears in the Contacts window of LVP.
For information about the roles and permissions associated with Contact Manager, see User Roles and Permissions in the Product Documentation Library.

Features

Manage the attributes of your customers, such as their preferences (including consent), for each channel of communication.
View the interaction history of a customer.
View the callbacks scheduled for a customer.
Export and import contacts.
Create contact groups, campaigns, scheduled campaign jobs, contact export jobs, and contact import jobs.
Search and filter Contacts based on the Happiness Index values to create campaigns.

Benefits

You can use Contact Manager to:

Automatically verify your customer's identity through the interactive voice response (contact flows) by searching for the customer information stored in Contact Manager.
Retrieve customer information when initiating or receiving calls from customers or when running scripts, on the Agent Desktop.
View customers' happiness based on their interactions. Happiness Index is displayed as emoticons.

Accessing Contact Manager

To access Contact Manager, on the Configure tab of LVP, click Contacts > Contacts.
Admin Guides copy > Contacts Management > contact_manager_u19.png

This section contains the following topics.