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LiveVox
Software Description: LiveVox is a cloud-based contact center platform with a native CRM that unifies data across channels for seamless omnichannel engagement. It empowers agents to interact efficiently, improve performance, and deliver superior customer experiences through centralized, real-time customer insights.
Features
Unified Contact Manager (U-CRM)
Advanced Dialing Systems
Omnichannel Communication
Real-Time Analytics and Reporting
Pros
- User-Friendly Interface
- Flexible Dialing Options
- Robust Reporting and Analytics
Cons
- Limited Real-Time Customization
- Customer Support Response Times
- Initial Feature Limitations in New Modules
InGenius
Software Description: InGenius is a CTI platform that connects CRMs like Salesforce and Microsoft Dynamics with phone systems like Cisco and Avaya. It boosts agent productivity by enabling call handling and CRM insights in one interface, streamlining workflows and enhancing customer experience.
Features
Screen Pop & Screen Transfer
Click-to-Dial & Intelligent Dialing
Automated Call Logging with Custom Templates
Blended Agent Support for Omnichannel Environments
Pros
- Seamless CRM Integration
- Enhanced Agent Productivity
- User-Friendly Interface
Cons
- Limited Telephony System Compatibility
- Customization Constraints
- Pricing Transparency
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