LiveVox Holdings, Inc. announced enhancements to its Knowledge Center. LiveVox's Knowledge Center enables intelligent search capabilities and collaboration tools that allow contact center agents and their customers to find answers to product questions easily and effectively, while providing critical data and insights into customer service trends and areas of opportunity. LiveVox's Knowledge Center is accessible as part of the Company's Ticketing System or on a stand-alone basis.

88% of US consumers expect companies to have an online self-service support portal. As such, organizations need to ensure that their knowledge center is robust enough to provide a seamless self-service experience that consistently learns and automates updates based on intelligent search functionality. Additionally, knowledge center data, including trending searches and reader behavior statistics, can be used by contact center managers to better understand customer experience – including challenges and opportunities to optimize brand experience.

In addition to improving the agent and customer experience by reacting and responding to user input, LiveVox's Knowledge Center can also be used to create content and social media materials, as well as provide insights and analytics for contact center managers to gauge how content is performing. Collaboration and access to information across channels are key differentiators for LiveVox's Knowledge Center - elements not found in less mature offerings.