Current Technologies

Channel Futures: Can we talk a little bit about the current technologies that LiveVox is working on and how it fits into the partner program?

LiveVox’s MeiLee Langley: There’s a lot of conversation around the contact center and getting these legacy contact centers and on-premises contact centers up to speed with the agility and the advanced features and products that exist within cloud contact centers. And for a lot of our legacy contact center partners, that can be a bit of an intimidating conversation. They’ve been selling the same technology for a long time. They’ve got customers who are in these long-term contracts with their automatic call distribution (ACD) and their contact center technology.

So we’re trying to do things differently at LiveVox. We enable our partners to sell all our features and different product sets with the land and expand mentality. This means you can sell our artificial intelligence virtual agents (AI/VA); you can sell our workforce management tools; you can sell our analytics without having to replace or touch a customer’s existing ACD system. So, if they’re in a contract or they’re just not ready to move their ACD, which is the core part of the calling contact center, it’s OK. We will layer on top of that.

And because of that ability, what we’re teaching our partners to do is to pivot their conversations from replacing a contact center into enhancing a contact center.