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
  • 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

Discover how LiveVox helps maximize your contact center’s performance.

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LiveVox Virtual Agent APIs

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LiveVox vs. Other Platforms

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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

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    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.

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    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.

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    Email

    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.

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    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.

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    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.

    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 as their call center  for Omnichannel, CRM, AI, and Workforce Optimization 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.

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    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.

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    Comprehensive Risk Mitigation

    LiveVox simplifies risk management with embedded compliance controls spanning CTIA, CAN-SPAM, CFPB, PCI, and other compliance-related considerations.

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    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.

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    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.

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    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.

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    Certifications

    LiveVox is proud to be both PCI and SOC 2 Compliant.

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