Omni-Channel Contact Center

Telephony, e-mail, Chat, web self-service, WhatsApp, Facebook Messenger, SMS, FAQs

Omni-Channel Contact Center

Omni-Channel Contact Center

Telephony, e-mail, Chat, web self-service, WhatsApp, Facebook Messenger, SMS, FAQs

Livecom’s Contact Center is a multichannel communication solution that enables organizations to improve customer experience by tracking customer interactions and facilitating more effective communications.

A single web-based application that helps businesses streamline the sales process and bolster customer satisfaction, relationships, and loyalty. It’s also simple to configure and manage thanks to an intuitive graphical user interface, which delivers valuable customer insights.

It enables online conversions, inbound and outbound mail, inbound and outbound telephony, web chat, WhatsApp, Facebook Messenger, SMS and web self-service.

Do You Want to Increase Customer Satisfaction and Loyalty?

Maximize customer satisfaction and loyalty by building custom experiences with Livecom’s suite of communication and engagement services.

Good customer engagement requires more than good software. Every business is unique, meaning that communication channels need to be structured according to their particular needs and requirements. Livecom will actively collaborate with you to help you set up your Contact Center to meet these requirements.

Contact Center - Call center, helpdesk, Chat, Proactive chat, app chat, mail, whatsapp, facebook messenger, sms, FAQ, recording, agents, supervisor, wall boards, dashboards, inbound, crm, bss, integration

Customer Satisfaction & Engagement

Your company receives customer requests from a variety channels — phone, email, webchat, etc. This makes it difficult to communicate effectively and consistently with your customers.

With Livecom, you’ll be able to manage online conversions, email, telephony, webchat, and web self-service from one platform. Not only does this streamline customer engagement, but it will also enable you to improve customer satisfaction, sales, and company trust.

Customer Interaction Management

While your team has grown comfortable with transferring calls across departments, customers find that they must repeat themselves 2-3 times before they finally receive an answer from the right person.

With Livecom’s Contact Center, you will be able to keep track of call histories and notes, so your staff can more efficiently handle customer queries. You will also have access to our intelligent call routing mechanism and be able to record and preserve calls

Contact Center - Call center, helpdesk, Chat, Proactive chat, app chat, mail, whatsapp, facebook messenger, sms, FAQ, recording, agents, supervisor, wall boards, dashboards, inbound, crm, bss, integration

The Contact Center Is Modular

Livecom’s Contact Center comes packaged with a base module.
The standard for free included base modules are:

Agent Desktop

Management Site (Configuration)

Reports

Dashboards

Customer Contact Database

Agent to Agent Chat

Agent Chat Broadcasting

Support & Help

The Contact Center is Omni-Channel, choose your preferred channels

From the base module, you’ll be able to select the contact channels necessary for your company’s requirements.

Inbound & Outbound Telephony

Inbound & Outbound Mail

Webchat (live chat)

WhatsApp

Facebook Messenger

SMS

Proactive Chat

Web Self-Services

Contact Forms

Agent Knowledge Base

Surveys

Integrations

Our Contact Center is used all over the world, by Mobile Network Operators, Mobile Virtual Network Operators, Mobile Virtual Network Enablers, Governments, Municipalities, and Enterprise businesses. The Livecom Contact Center can be bundled with our other solutions such as Interactive Voice Response, Voicemail and Missed Call Alert or provided separately as a standalone offering.

Example of a Contact Center integrated with a BSS / CRM

Contact Center - Call center, helpdesk, Chat, Proactive chat, app chat, mail, whatsapp, facebook messenger, sms, FAQ, recording, agents, supervisor, wall boards, dashboards, inbound, crm, bss, integration

Some of the 200+ Contact Center Features

    • Inbound/outbound telephony
    • Facebook Messenger
    • Webchat/Live chat
    • Proactive chat
    • Pre/Post-chat
    • Mail/web self-service
    • Agent knowledgebase and macros
    • Groups/campaigns
    • 15+ standard management reports
    • WhatsApp
    • Webchat/Live chat
    • Various dashboards/wall boards
    • Multi-language support
    • Routing on: skills, priority, channels
    • Multiple calendar settings
    • Easy to combine with IVR flows
    • User management
    • Configurable colors and thresholds
    • Facebook Messenger
    • Webchat/Live chat
    • Agent-to-agent chat
    • Transfer chats to other agents
    • Transfer call internal or external
    • Note-taking capabilities
    • Interaction history
    • Label interactions
    • BSS / CRM integration

    Latest Resources

    Discover the latest News, Company announcements, Blogs and Events from Livecom.

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    Livecom appoints Taco Berentschot as CTO
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    Livecom acquires D-Shore
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