Cloud Interactive Voice Response (IVR) Software Built for Contact Centers
Intelligent Call Routing Software
Provide customers with the self-service experience they expect and improve contact center performance with LiveVox’s Cloud IVR.
LiveVox Cloud IVR Benefits:
- Low-code, no-code development for quick and easy implementation
- 40+ simplified drag-and-drop modules streamline IVR workflow creation
- Increase first call resolutions with personalization and an effective call routing strategy
- Handle higher call volumes with pre-built integrations for AI virtual agents
- Easily incorporate email and SMS into your workflow with native omnichannel features
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LiveVox Inbound Voice Call Routing Software
LiveVox ensures customers reach the right call agents quickly using customer data on file, the customer’s IVR selections, and proven call routing algorithms. Call priority and overflow options provide efficiency within the appropriate department while considering agent skills and proficiencies. Additional routing features include last agent routing and account ownership. LiveVox call routing system connects customers with the right agents right away, reducing wait times and eliminating the need for agents to transfer between departments.
Get Your Inbound Voice Up to Speed and Mitigate Risk with LiveVox’s Advanced Platform
More of your agents are working remotely. Your customers are looking for more support from your company during trying times. While customer expectations rise, hold times are increasing because fewer agents are available to answer inbound calls.
We have the capabilities to help you improve your call management and efficiency to keep customers happy while keeping compliance top of mind. You’ll benefit from an ACD, multilevel IVR, skills-based routing, custom call queues, and a purpose-built CRM that enables better customer experiences.
LiveVox vs. Other Platforms
No-Code, Low-Code Solution
Other highly customizable IVR solutions are built on complex coding and proprietary APIs that require professional services during implementation and any time modifications are needed. In contrast, LiveVox’s Cloud IVR is built on open APIs and simplified cloud-based software, resulting in faster implementation and real-time adjustments without the need for in-house technical expertise or costly services.
Easy Drag-and-Drop Configurations
Unlike other platforms, LiveVox’s IVR solution is 98% configurable by front-line managers, with over 40 drag-and-drop modules to create the perfect customer journey, including wait time features, email and SMS alternatives, Secure Payment module, AI / NLP, Virtual Agents, and open API IVR connectors.
Improved Customer Experiences
Proprietary APIs and coding infrastructures also make it difficult to add customer data and third party applications into your workflows, which can impact key performance indicators. LiveVox enables non-IT leaders to quickly create or change configurations to multi-application workflows and leverage unified customer data, to deliver smarter ACD call routing.
Easily create IVR strategies that drive accurate call routing, self-service, incorporate digital alternatives, and increase first call resolution with AI-enabled capabilities.
Our customers use LiveVox’s easy-to-use contact center platform to deliver exceptional agent and customer experiences while reducing compliance risk.
“Nobody touches our members or impacts the profitability of my organization more than LiveVox. It’s low cost, highly effective, easy to use, and lets me focus on teaching my staff how to run the business. So many of our members are world travelers, and now we can reach them wherever they are.”
—Anthony Warden | VP of Contact Center, Texas Dow Credit Union
“Prior to LiveVox, we were using several different applications across voice, email, and SMS. With LiveVox, all of our channels are on a single platform, providing our agents with the insight they needed to immediately identify and service the customer, regardless of the channel.”
—Tom Nusspickel | COO, American First Finance
“LiveVox was key in helping us to adapt not only by making the shift to work from home easy, but also the incorporation of new channels. Their ability to provide flexibility for us as a business allows us to pass that on to how we service patients.”
—Nathan Allen | Senior Vice President — Eligibility Practice Team Leader, MedAssist
Learn why leading contact centers chose LiveVox for their Omnichannel, CRM, AI, and Workforce Engagement Management solutions.
Frictionless Agent & Customer Experiences
Easily improve customer service and shift customer engagement between voice and digital channels while unifying all interaction history, customer profile information, and controls into a tailored agent desktop that improves effectiveness and speed.
One Unified Platform
All LiveVox contact center operations are accessed via a single, secure cloud-based platform, allowing for a seamless experience for agents, supervisors, and decision-makers.
Supplement rather than replace your existing systems of record and CRMs using our simplified API approach, so agents get up and running quickly.
Reduced Total Cost of Ownership
Drive performance and stay on top of security requirements with a TCO model that also avoids unnecessary technology, minimizes the need for costly professional services, and offloads security costs.
A Partnership You Can Trust
LiveVox contact center solutions will support your unique business goals with a continuously evolving platform, in-depth training, dedicated account managers, our Customer Care Team, and Business Consulting sessions.