Today’s digital-savvy consumers use multiple platforms to reach out to companies, and expect a unified experience across all of them. That is why most customer-facing businesses have already adopted contact center solutions to meet their customers’ demand for a seamless omni-channel experience.
Whatever channels your customers use – with LiveAgent’s contact center software you can easily, conveniently and effectively manage all your customer interactions from a single place.
Contact center software is a tool that allows companies to streamline customer communications across all potential touchpoints and channels. These can include voice, VoIP, email, live chat, text, and social media platforms.
With a growing number of businesses implementing contact center solutions, the global contact center system market size is expected to reach USD 47.76 billion by 2025.
Cloud-based contact center software removes the need to rely on traditional on-premise solutions. That means being able to set up and run a powerful contact center system with robust features no longer requires expensive hardware, infrastructure, and professional IT teams to manage it.
Cloud-based solutions are suited for both small businesses and large organizations alike, as they provide great scalability, flexibility, offer enhanced security, and are highly cost-efficient.
Handling a range of communication channels can often create a disjointed experience for customers. With contact center software, agents are able to provide a flawless omni-channel experience.
Reporting and analytics capabilities of contact center system tools make it easy for managers to monitor and manage every aspect of their service operations, track critical service metrics and gain insights on how agents are performing.
Contact center software solutions provide advanced security features including data encryption and data backup to protect sensitive customer information.
Contact center system platforms are packed with a rich set of features that enable agents to keep track of customer information and allow them to resolve issues quickly and professionally while maintaining high productivity levels.
Streamlining, automating and optimizing your support processes means shorter response times, quicker resolutions and fewer repeat calls – all contributing to increased support efficiency and lower operational costs.
With instant access to comprehensive customer data, ranging from personal info to each customers’ purchase and service history, agents can cross-sell and up-sell relevant products or services when appropriate.
LiveAgent’s contact center system is a multi-channel, feature-rich solution that makes your support more efficient and your customers happier.
LiveAgent’s contact center software offers a full range of ticketing features including smart ticket distribution, workflow automation, easy responsibility management, canned responses and templates, SLA management, splitting and merging tickets, team collaboration tools, reporting and much more for quick and efficient ticket resolution.
Live chat is one of the core functionalities of LiveAgent’s contact center platform that allows you to provide the instant support that today’s consumers are expecting from brands.
LiveAgent’s live chat is packed with dozens of both common and unique live chat features including multiple chat routing options, proactive chat invitations, online visitor monitoring, real-time typing view, and more.
A cloud-based call center is an integral component of LiveAgent’s complex contact center solution. It enables you to receive calls from landline phones or from your website, design even the most complicated and personalized IVR trees, define rules to automate call routing and call transfers, make unlimited call recordings and much more.
65% of people aged 18-34 believe social media is an effective channel for customer service. LiveAgent integrates with the most popular social media channels like Facebook, Twitter and Instagram to help you monitor and reply to all your social media messages, comments and brand mentions from a single dashboard. With LiveAgent there’s no need to be switching between different social accounts or to be monitoring multiple devices.
70% of consumers prefer to use a company’s website to get answers to their questions rather than use phone or email to contact companies. With LiveAgent you can extend your support capabilities by enabling a fully customizable self-service portal with a knowledge base, FAQs and customer forums, which empower customers to resolve issues on their own without getting your agents involved.
With a variety of contact center software providers on the market, selecting one might be complicated. Once you know the type of contact center software you are looking for, consider creating a list of must-have features that are essential for your customer support team. While some offer basic contact center functionality, others include advanced capabilities. At LiveAgent, we’ve built a multichannel contact center solution with more than 179+ features available at the moment and over 40 integrations included.
Enjoy quick deployment, ease of use, advanced security and other benefits of cloud-based technology.
LiveAgent has been helping companies grow and improve their customer service operations since 2004.
Over 21,000 businesses across various industries have chosen LiveAgent as their customer support tool.
The software can be easily scaled and customized according to your specific requirements.
The best contact center software is one that perfectly aligns with your business goals, your customer support needs, and your budget.
LiveAgent offers 4 different plans – including a totally free one – with no contracts or hidden fees, with fully transparent and fair pricing, billed only for real usage every month. You can also downgrade and upgrade your plan, and add or remove agents at any point in time.
The contact center system is software where all the customer communication is merged into one interface. So, all the customer communication is in one interface, which makes it an efficient and effective contact center solution for your agents and customers. Customers get answers quickly, and agents can solve customer inquiries easily. The contact center is usually a part of a complex help desk solution that provides various features to create the best CX possible.
Omnichannel contact center means that your company is able to integrate all channels into one contact center solution and provide a seamless customer experience. Moreover, the contact center solution includes data about your customers as well as previous ticket history.
The purpose of the contact center is to provide support to your customers when necessary in the most effective and efficient way possible.
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