For 15+ years, LiveVox has been a leading provider of enterprise cloud contact center solutions and noted for being at the forefront of inbound 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.
Table of contents
- Optimizing the Inbound Opportunities from Outbound Campaigns
- Custom IVRs for Intelligent Call Routing
- Enhance Self-Serve Experience with IVR-based Account Validation
- Increase First Call Resolution by Empowering the Agent with Comprehensive Customer Data
- Revolutionizing Contact Centers with Call Back Solutions
- Optimizing Contact Centers with Callback IVR
- Harnessing Cloud-Based Voice Callback
- Efficiency in Action: Streamlining Call Routing
With our recently released LiveVox version, 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 capabilities? Contact us for a demo.
Revolutionizing Contact Centers with Call Back Solutions
At LiveVox, we’re proud to be industry leaders in risk mitigation capabilities, delivering cutting-edge enterprise cloud contact center solutions for over 15 years. Our commitment to innovation has led us to release LiveVox 7, a monumental advancement that empowers you to unlock new possibilities in your contact center operations. This platform offers a comprehensive suite of features and functionalities, including call back solutions, that enable you and your team to expand customer engagement opportunities, elevate the customer journey, create intelligent workflows, and fortify compliance controls.
This wide range of tools and capabilities is designed to revolutionize your inbound customer interactions. By harnessing the wealth of customer contact history data available, you can gain valuable insights, make data-driven decisions, and deliver personalized experiences.
We believe that a key aspect of optimizing contact center performance lies in enabling agents to be their best. Our call back solutions empower agents with the right information and tools to provide exceptional service. By equipping agents with comprehensive customer contact history and intelligent call routing capabilities, we enable them to deliver personalized experiences that drive customer satisfaction and loyalty.
In this blog post, we’ll explore in detail how LiveVox’s powerful inbound capabilities leverage contact history data to enhance customer journeys and facilitate the creation of intelligent workflows. We understand that optimizing contact center performance is intricately tied to maximizing agent effectiveness, and our call back solutions play a pivotal role in achieving this objective. By focusing on the customer experience and leveraging advanced technologies, you can elevate your operations to new heights.
Optimizing Contact Centers with Callback IVR
LiveVox is renowned for being a leading provider of highly effective outbound contact center solutions. With our robust callback IVR solution, our clients not only deliver successful outreach campaigns but also generate a significant volume of inbound callbacks. These incoming callbacks are valuable opportunities because customers often respond to an agent’s earlier outreach efforts, looking to complete a transaction, upgrade their support package, or request additional services.
To ensure a seamless customer experience, you need to prioritize and intelligently route these inbound calls or callbacks to the right agents or agent pools. However, many contact centers service these inbound customer callbacks separately on a different platform, leading to a disconnected customer experience and inefficient operations. This is where callback IVR can help.
At LiveVox, we eliminate these inbound/outbound silos by centralizing all customer interactions into a single cloud platform. By doing so, we empower managers to easily configure routing schemes that drive inbound callbacks to the most effective agents. Plus, agents are provided with a full customer contact history, enabling them to provide a customer-centric experience upon connection.The advanced callback IVR in our LiveVox platform can help you increase first call resolution, reduce average handle time, and optimize the customer journey. One of the features of our callback IVR is the ability to enhance custom IVRs on the fly by leveraging customer account data directly from the LiveVox Contact Manager setup. This simplifies the callback IVR build-out process and allows you to intelligently qualify and route inbound calls or callbacks based on specific customer attributes and conditional logic. With this capability, high-priority customers can be routed to experienced agents, while low-priority customers can be directed to self-service or lower-skilled agents. This level of control over call workflow improves both the contact center’s performance and the overall customer experience.
Harnessing Cloud-Based Voice Callback
In today’s customer-centric landscape, providing a personalized experience is paramount. Customers expect companies to know their identity from the moment they make a call. With the release of LiveVox 7, you gain the ability to offer an enhanced self-service experience by leveraging advanced phone lookup and account match functionality within our voice callback cloud system. This powerful upgrade simplifies the process of automatically identifying inbound callers by seamlessly matching their phone number or account number against the extensive customer data available in the LiveVox Contact Manager.
LiveVox 7 goes even further to empower agents with comprehensive customer insights. Agents can now initiate inbound account number validation, allowing them to validate customers against the existing Contact Manager data during a call. The Agent Screen Pop, a core feature of LiveVox 7, plays a vital role in this process. It retrieves real-time customer information from the centralized customer data source, offering agents an all-encompassing view of the customer’s account data and interaction history across multiple communication channels. Plus, voice callback cloud functionality equips agents with the necessary tools to efficiently handle inbound callbacks and provide exceptional service.
By harnessing the power of our voice callback cloud, you can elevate your customer service to new heights. The enhanced self-service experience, powered by advanced phone lookup and account match capabilities, ensures that customers feel recognized and valued from the moment they engage with your contact center. Additionally, the agent-initiated inbound account number validation and Agent Screen Pop functionality empower agents to deliver personalized and efficient service. Agents have immediate access to comprehensive customer data, enabling them to provide relevant solutions and resolve customer inquiries effectively.
Efficiency in Action: Streamlining Call Routing
Enhanced call routing is crucial for streamlining contact center operations and delivering exceptional customer experiences. LiveVox offers enhanced call routing capabilities to ensure that inbound callbacks are handled effectively and routed to the most appropriate agents.
Additionally, LiveVox provides callback attribution functionality, allowing you to tie back inbound callbacks to outbound campaigns, including voice, email, or SMS channels. This enables effective measurement of outbound campaign success and provides insights for staffing requirements during inbound activities. By understanding how outbound campaigns impact inbound call volumes at different times of the day, you can enhance your call routing, optimize your staffing levels, and improve your overall operational efficiency.
Another valuable feature LiveVox offers is the Virtual Scheduled Callback functionality, which minimizes hold queues and reduces abandon rates. With this feature, customers are given the option to receive a scheduled callback, eliminating the need for them to remain on hold. 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 at their convenience.
In summary, LiveVox’s call back solutions empower contact centers to enhance customer experiences, optimize the customer journey, and streamline operations. You can maximize agent effectiveness, increase first call resolution, and deliver exceptional service by leveraging advanced features such as callback IVR, voice callback cloud, and enhanced call routing. LiveVox is committed to revolutionizing contact center performance, and we invite you to contact us for a demo to learn more about how our solutions can enhance your inbound capabilities.
Remember, at LiveVox, we’re here to support your journey toward contact center excellence. Contact us at email@example.com to discover how LiveVox can empower your contact center through advanced call back and call routing solutions and drive success in your operations.