LiveVox

by LiveVox

Omnichannel customer experience platform

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Omnichannel / AI

Meet customers on their channels of choice including Voice, Email, SMS, and Webchat, and use AI for intelligence that exceeds their expectations.

Blended Omnichannel

  • Easily create multichannel engagements across inbound and outbound communications, based on context, customer attributes, and previous interaction history.

Outbound Dialing

  • Use four separate outbound dialing systems, each purpose-built to drive performance and efficiency across a variety of contact center use cases.

Inbound Voice

  • Provide your customers the experiences they want by using self-service options and technologies that aid your contact center agents.

Email

  • Build digital relationships with personalized emails that can be segmented and triggered based on contact history and customer information.

Webchat

  • Create meaningful conversations on your website that improve customer satisfaction, and layer in AI for self-service use cases.

SMS

  • Easily incorporate SMS across all of your customer journeys including intelligent bots and automated campaigns, without additional heavy lifting or integrations.

Chatbots

  • Provide customers with intelligent answers to their questions 24/7/365. Easily set up conversational paths and optimize our AI-enabled customer care chatbot for the web and SMS.

AI Virtual Agents

  • Easily incorporate and tune AI Virtual Agents that understand what customers are saying, provide seamless self-service options, enhance live agent interactions, and increase contact center efficiency.

Automatic Call Distributor (ACD)

  • Improve customer satisfaction by routing inbound calls to the right agent and department based on customer profile and multi-channel interaction history, IVR inputs, and agent skills.

Interactive Voice Response (IVR)

  • Easily configure IVR strategies that Increase first-call resolutions, drive self-service with AI-enabled capabilities, and incorporate the digital messaging alternatives your customer want.

CRM

Create optimal experiences by pulling together the data needed to help agents meet customer expectations across all channels, with a threaded view of all previous customer interactions in one easy-to-access place.

Unified CRM

  • Our purpose-built contact center CRM syncs information across your systems to create holistic experiences that keep the customer at the center of every interaction.

Configurable Agent Desktop

  • Easily tailor agent desktops with key customer information and guidance while automating tasks that make it easier for agents to do their job and exceed customer expectations.

Agent Scripting

  • Streamline communication across all customer interactions by guiding with dynamic scripts that maximize efficiency and quality.

Ticketing

  • Providing customers the support they expect by empowering agents to manage service issues with universal ticket tracking across all departments and channels, seamlessly linked together in one view.

Consent Management

  • Embed consent, consent revocation, and customer preferences into campaigns and one-off outreach by automatically updating records across your omnichannel environment.

Knowledge Center

  • Close the knowledge gap inside your organization and provide access to self-service articles for your customers with a fully-fledged knowledge management solution branded for your organization’s look and feel.

Secure Payment Capture

  • Give customers the option to self-service by processing payments with the highest levels of data security and PCI compliance in mind.

Segmentation & Targeting

  • Easily create dynamic segmented campaign lists, persona groups, and targeted journeys based on interaction history and customer information for personal experiences.

Workforce Engagement Management

Drive agent productivity and your organization's understanding of performance with easy-to-use, easy-to-activate tools. Establish effective and efficient quality monitoring and management processes that support productivity and compliance in your contact center.

Workforce Management (WFM)

  • Plan and execute intelligent, data-driven staffing strategies. Keep your workforce engaged, happy, and high performing, and operate an agile, dynamic, and collaborative workplace.

Business Intelligence

  • Leverage a simple, faster, way to make data-backed business decisions that improve contact center performance, customer experience, and business growth.

Speech Analytics

  • Use Speech and multichannel analytics to understand and analyze what is happening in your contact center and quality management to transform CX, enhance agent performance, improve operational efficiencies, and embrace flexibility.

Coaching and eLearning

  • Customizable training and eLearning programs, call recordings, and performance reports can be distributed in one place for agents and supervisors. In addition, easily track agent acknowledgment and completion progress.

Multichannel CSAT

  • Quickly pinpoint, report on, and address customer satisfaction issues across channels and the customer journey with simple post-interaction surveys that provide feedback in context.

Call & Screen Recording

  • Get complete visibility on agent-customer interactions, to help contact center leaders surface insights, drive performance, improve workflows and quality, and help ensure compliance standards are met.

Quality & Compliance Management

  • Embed quality, compliance, training, and development into your contact center’s DNA with an easy-to-use and pre-integrated quality management solution.

Business Phone PBX

A cloud-based VoIP phone service that seamlessly connects storefronts and the back office with the contact center.

VoIP Phone Platform

  • LiveVox offers a complete connectivity solution including cloud-based VoIP phone service, SD-WAN, wireless backup, and Internet Service Provider (ISP) management for knowledge workers and the back office that alleviates connection issues while reducing expenses.

Hardware Devices

  • Use your own devices or we can provide high-quality Desk, Conference, and Cordless phones, as well as headsets, analog adapters, and even soft phones you can run on a computer.

Value-Based Bundles

Drive ROI with pre-configured solution packages that deliver the business results, innovation, and flexibility you need out of the box with TCO considerations top of mind.

Outbound Campaigns & Compliance

  • Optimize outreach with compliance-focused omnichannel engagement including outbound dialing, SMS, and email campaigns.

Two-Way Messaging

  • Turn SMS and email into successful two-way conversations by using our purpose-built CRM and pre-integrated dashboards and reporting.

Speech Analytics

  • Understand what is happening in your contact center by analyzing 100% of calls to transform the customer experience, quality assurance, and compliance management.

AI Virtual Agents

  • Easily incorporate and tune AI Virtual Agents that understand what customers are saying, provide seamless self-service options, enhance live agent interactions, and increase contact center efficiency.

Inbound Contact Center

  • Elevate your customer support with everything you need to deliver exceptional customer service and understand customer satisfaction during every interaction across Voice, Email, and SMS.