LiveVox Omnichannel Platform
Unify Customer Experience and Meet Customers On Their Channels Of Choice
LiveVox marries the most popular communication channels with rich customer profiles and complete interaction history.
Enable customer engagement across all channels without the traditional integration costs or complexities, all within a single cloud contact center solution, for higher customer satisfaction and increasing revenues.
- Easily connect voice, email, SMS and chat
- Unify all conversations and customer histories on a single agent desktop
- Access user-friendly templates to create unified brand interactions that scale across the organization
- Effortlessly embed consent & customer preferences into campaigns
- Increase engagement with omnichannel customer service
- Reach people when and how they’ve indicated is best with robust compliance controls
- Maintain complex, multi-touch outreach campaigns always using each customers preferred channel
- Get a full view of each customer’s Journey
- Connect everything together with a powerful customer relationship management system at the center of it all
- Easily implement artificial intelligence virtual agents to create self-service options customers want to use
Discover how LiveVox helps maximize your contact center’s performance.
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Omnichannel Outbound Strategy
Your prospects and customers are everywhere these days- using voice, email, and SMS. To reach them effectively, you need to keep pace. But if you’re currently reaching out to customers you’re already behind the curve.
With LiveVox’s omnichannel approach, everything is connected the way it should be. You can seamlessly use every outbound channel together with your prospects and customers on their channel of choice including voice, email, and SMS. You can give agents the insights they need to immediately service the customer regardless of channel. And you can achieve a combination of compliance focus and productivity that delivers measurable results.
Omnichannel Inbound Strategy
LiveVox’s inbound contact center is designed to increase productivity and personalization when doing inbound customer engagement. By bringing everything together under one roof, LiveVox makes your inbound communications more efficient, more relevant, and more stat-driven than ever before.
Break down internal silos and consolidate data into an omnichannel experience for smoother conversations, better routing, and happier, more productive agents with the LiveVox Omnichannel system.
LiveVox vs. Other Platforms
Channel freedom improves customer satisfaction
Customers are expanding how they want to communicate with your business. Meet customers on their channel(s) of choice with outbound messages be it voice, email, SMS, webchat, or WhatsApp.
Omnichannel routing and agent desktop
Agents can be fully blended to receive Voice, Email, SMS, and messaging interactions. A multichannel desktop makes it easy for agents to respond on the customer’s preferred channel.
Many interactions across channels, one conversation
A threaded view of all previous customer interactions in one easy to access place lets agents quickly personalize each conversation. Customer profiles are updated in real-time with contextual data.
LiveVox Omnichannel Features
Voice
LiveVox offers Inbound and Outbound voice solutions, enabling you to unify outreach engagement with inbound interactions. Self-service routing with an Interactive Voice Responder (IVR) drives up call resolution rates and gives customers the option to resolve their own issues in alternative channels.
SMS
SMS has gone mainstream, becoming a standard across all industries. In conjunction with meeting customer expectations, SMS is noted as a cost-efficient alternative to Voice. LiveVox’s SMS is fully integrated and built with the latest TCPA, CTIA, and other consumer regulations in mind. Leverage SMS to launch campaigns and create conversations.
LiveVox integrates email into your existing customer engagement strategies and is built with key CAN-SPAM opt-out conditions for in-channel consent coverage. Easy to configure HTML templates enable a unified look and feel. Emails can be sent as part of targeted campaigns or to continue the conversation.
Webchat
Webchat makes round-the-clock support a reality, boosting customer satisfaction and relieving pressure on agents. Let customers or agents initiate chat sessions proactively and immediately when the need arises. LiveVox’s webchat functionality is fully integrated into our other contact center capabilities, enabling a seamless escalation from your website to other channels.
Virtual Agents
LiveVox makes it easy to incorporate Virtual Agents with a no-code AI bot that mimics live agent interactions for advanced IVR automation that is intelligent, personalized, and natural.
Omnichannel vs. Multichannel
Our Customers
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
LiveVox Omnichannel Capabilities
- Multichannel Agent Desktop
- Blended voice ad message routing
- Mass and 2-Way Email
- Mass and 2-Way SMS
- 2-Way Webchat
- Template Creation & Canned Messages
- Compliance with CTIA Standards and CAN-SPAM
- Embedded Consent Management
- Outbound Campaign Configuration
- Campaign Dashboard
- Multichannel Reporting
- Native CRM and WFO Functionality
Why LiveVox?
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.
Comprehensive Risk Mitigation
LiveVox simplifies risk management with embedded compliance controls spanning CTIA, CAN-SPAM, CFPB, PCI, and other compliance-related considerations.
Easy Integration
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.
Certifications
LiveVox is proud to be both PCI and SOC 2 Compliant.
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