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LiveVox Enhances Customer Journey with Advanced Inbound Capabilities

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July 10, 2018
By: LiveVox

For 15+ years, LiveVox has been a leading provider of enterprise cloud contact center solutions and noted for being at the forefront of risk mitigation capabilities. Over the years, our platform solutions have constantly been evolving. With each platform release, we have been striving to provide cutting-edge technologies spanning Blended Inbound, Multichannel, Self Service, Agent Empowerment, Performance Analytics, and Workforce Optimization just to name a few. 

With our recently released LiveVox 7, we took another giant leap forward by empowering our clients to:

  • Expand customer engagement opportunities by leveraging customer data like never before
  • Enhance the customer journey with advanced inbound capabilities
  • Create even more intelligent workflows in a blended outbound/inbound and a multichannel environment
  • Strengthen compliance controls with expanded risk mitigation capabilities

In this blog post, we will take a closer look at how LiveVox’s inbound capabilities leverage contact history data to enhance customer journeys and create intelligent workflows.

Optimizing the Inbound Opportunities from Outbound Campaigns

LiveVox is a leading provider of the most effective outbound contact center solution.  With our robust outbound platform, LiveVox clients are not only able to deliver effective outreach campaigns, but also generate a large volume of inbound callbacks.

These incoming callbacks are high-value opportunities as customers are often responding to an agent’s earlier outreach effort. These customers are most likely calling back to complete a transaction, upgrade their support package, or request some additional services. For this reason, a contact center should ensure that these calls are prioritized and routed intelligently to the right agent or pool of agents.

However, many contact centers service these inbound customer callbacks separately on a different platform, creating a disconnected customer experience and inefficient operations.

To help ensure a seamless customer experience, LiveVox eliminates inbound/outbound silos by centralizing all customer interactions into a single cloud platform. In doing so, LiveVox:

  • Empowers managers to easily configure routing schemes to drive inbound callbacks to the most effective agents, and
  • Empowers agents with full customer contact history to provide a customer-centric experience upon connection.

Here are a few of the advanced inbound features in LiveVox platform that enable contact centers to increase first call resolution, reduce average handle time, and optimize the customer journey.

Custom IVRs for Intelligent Call Routing

LiveVox clients can now enhance their custom IVRs on the fly by leveraging customer account data directly from the LiveVox Contact Manager set up. This enhancement simplifies the IVR build-out process since it leverages customer data from within the LiveVox platform and not from any external data source such as a separate CRM or Host System. Third-party CRM integration is no longer a necessity for creating custom IVRs.

With custom IVRs, clients can intelligently qualify and route inbound calls/callbacks to different resources in the contact center based on conditional logic and specific customer attributes. For example, contact centers can easily segment callers and route high-priority customers (identified through their account attributes on Contact Manager) to more experienced agents. Additionally, low-priority customers can be pushed to self-service, off-shore agents, or lower-skilled agents such as recently trained agents. This capability provides unprecedented control over the call workflow, improving the contact center’s performance and the customer experience.

Enhance Self-Serve Experience with IVR-based Account Validation

Today, customers expect companies to know who they are the moment they dial in – even before they start speaking. By upgrading to LiveVox 7, our client can offer a better self-service experience to their customers. We have enhanced the phone lookup and account match functionality, simplifying the process of automatically identifying inbound callers through our Interactive Voice Response system.

When a customer calls in, his phone number or account number can now be matched against the most detailed customer data available through Contact Manager for Account validation.

 

Increase First Call Resolution by Empowering the Agent with Comprehensive Customer Data

LiveVox 7 enables agent-initiated inbound account number validation and allows agents to validate customers against existing Contact Manager data. This capability helps an agent to identify the caller and bring up the complete customer information on the Agent Screen Pop upon call connection.

The Agent Screen Pop pulls up information from the centralized customer data source – Contact Manager – to offer the most comprehensive, real-time view of customers. This empowers the contact center agents with complete account data and interaction history on every channel during the customer’s journey, enabling more efficient service of those inbound callbacks.

 

Other significant inbound callback features available in LiveVox platform include:

Inbound Callback Attribution for Measuring Campaign Success

LiveVox provides callback attribution capability to tie back inbound callbacks to outbound campaigns including voice, Email or SMS channels. LiveVox clients can assign a unique callback number to each outbound campaign, enabling them to effectively measure outbound campaign success. For example, in the graph below, a contact center has run a search based on unique caller ids to determine which outbound call activity drove maximum inbound callbacks.

The callback attribution feature has also proven immensely beneficial in planning staffing requirements for inbound activities. It provides insights on how many inbound callbacks are received when a contact center runs a specific type of campaign.

In the graph below, a contact center has run a report to determine how the outbound campaigns are impacting the contact center during different times of the day. 

 

Virtual Scheduled Callback to Minimize Hold Queues and Abandon Rate

LiveVox offers IVR callback functionality to call the customer in the order of the initial received call without requiring the caller to enter their callback time manually. This feature offers a convenient customer experience during the peak inbound interval hours. When this feature is included in the workflow, the estimated wait time is calculated and played back to the customer for scheduled callback confirmation allowing them to disconnect the call and await the callback.

Interested in learning more about how LiveVox can enhance your inbound customer experience? Contact us for a demo.

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