Since the launch of the LiveVox Help Center in late February, our focus has been on providing you with quick, easy access to all the help, information, and documentation you need. We emphasized quality over quantity, starting with a simplified, streamlined approach to content.

Now, thanks to the excellent feedback provided by many of you, we've been able to improve and grow the Help Center by:

• Improving usability (fostering a better understanding of how to use the Help Center and how it differs from other resources)
• Increasing search success (by eliminating failed or poor search results)
• Introducing contextual help (linking documentation resources for a more seamless experience)

Let's take a closer look.

LiveVox Help Center Best Practices Videos

The launch of the Help Center introduced big changes to how users like you access information, resources, and assistance.

To help ensure you succeed, we've introduced a new Best Practices video series on our home page that focuses on getting the most out of the Help Center and its content. Topics include:

• Welcome to the LiveVox Help Center
• Using the LiveVox Help Center as an Administrator
• Using the Help Center as a LiveVox Agent (also useful for administrators)
• Using the Help Center for Troubleshooting (what to do if you cannot find a solution to your problem)

Access to Latest User Guides, Agent Guides, and Release Notes

Since launch, lots of you have searched for our official User Guide, Agent Guide, and Release Note documentation.

These previously lived in our User Hub and new Product Documentation Library (PDL). Now, to make these more accessible and easier to distribute, we've added them to the Help Center!

Contextual Help in Each Article (featuring the Product Documentation Library)

Technical writing is often filled with difficult terminology. Even veteran LiveVox product users could use a refresher on some of our more complex items! We'd like to introduce you to contextual help:

Contextual help is a new feature that gives you direct access to our Product Documentation Library (PDL) within the context of what you're reading about in the Help Center.

You'll see links, like the one featured above, scattered throughout all of our content.

New Help Center Content (Troubleshooting, Voicemail, CNAM, Service Types and More)

We've added more brand new content to ensure that you have access to help in all of the areas where you need it. Recent topics include:

• Troubleshooting - Content around how to use our new TestRTC tool, what it measures, and how it replaces the VoIP Qualification Test.
• Voicemail - A new article that covers accessing voicemail and recording voicemail greetings.
• CNAM - An overview article with more content scheduled throughout 2022.
• Service Types - New content around Services that provides a better understanding of all options.