optimized blended inbound

Make the Most of Your Consumer Response

Eliminate inbound/outbound silos, make more efficient use of agent resources and improve self-service capabilities to boost customer satisfaction.
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blended operations made easy

Configure blended agents to receive inbound calls at the click of a button to simply optimize performance. Robust reporting and smooth integrations with WFM, quality management (QM) and speech analytics tools.

maximize your agent resources

Drive performance improvements by using outbound agents to take prioritized inbound calls, reducing down time, and scaling easily in the cloud as your business needs grow. Configure blended agents across any location for effective skills-based routing.

Improve Consumer Experience with Robust Self-Service

Advanced self-service capabilities include Automatic Callback, Schedule Callback, and Speech Recognition that empower consumers, while allowing agents to focus on advanced service calls. LiveVox’s IVR includes PCI-focused Secure Payment Capture, and customer satisfaction tools for actionable insights.

KEY BENEFITS FOR BLENDED INBOUND

INCREASE FIRST CALL RESOLUTION

Leverage self-service routing with IVR to drive up call resolution rates.

OPTIMIZE WAIT TIMES

Utilize Position Notification, Estimated Hold Time, Consumer Call Back, and other IVR features to manage inbound volume

IMPROVE CLIENT SATISFACTION

Use customer surveys to measure agent performance and consumer satisfaction

SIMPLIFY INBOUND CAMPAIGN SETUP

Drag and drop IVR builder makes inbound and blended configuration clear and simple

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SUCCESS STORY: HEALTHCARE SERVICE PROVIDER DELIVERS

“With LiveVox we decreased repeat callers by 44%, increased completed calls in IVR self service to 48%, improved completed payments by 30% and increased number of accounts handled by 23%.”

–Head of Customer Experience, Healthcare Contact Services

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see blended inbound in action yourself

Take a look at how a blended inbound approach would work for you

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CUSTOMER SATISFACTION

Download our solution brief to learn more about our CSAT offering.

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get a tco analysis

Want to know how a blended inbound cloud solution will affect your costs? Set an appointment to run our TCO calculator with our team.

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