Omnichannel CX Platform for Contact Centers
Deliver Connected Experiences Across Channels
Drive engagement and loyalty by providing a frictionless, tailored experience for your customers and agents that exceeds expectations. Our omnichannel platform makes it possible for your contact center.
Check Out Our Omnichannel / AI Solutions:
Voice
SMS
Webchat
Chatbots
Virtual Agents
Outbound
HTI
Attempt Supervisor
Empower Your Agents To Deliver Exceptional Customer Service
Connect Every Customer, Conversation, And Channel In One Place
+ Personalize Conversations Across Customer Journeys
+ Let Customers Reach You How And When They Want
+ Agents Can Use Data From All Previous Conversations
Engage Customers Intelligently, Anytime And In Any Channel They Choose
+ Convenient Voice, Digital, And Self-Service Options
+ Conversations Easily Switch Between Channels
+ 360° Customer View Throughout Entire Journey
Help Agents Exceed Customer Expectations
+ Everything In A Single Pane of Glass
+ All The Tools, Data, And Guidance Agents Need
+ Deliver Standout Service And Care Across Channels
Omnichannel / AI Brief
Make Things Frictionless For Customers And Agents
See how LiveVox’s Omnichannel / AI tools help make life easier for your customers and agents with easy, connected, cross-channel conversations.
![LiveVox [WhatsApp Integration / screens]](https://livevox.com/wp-content/uploads/2023/04/Untitled-1.png "Expand Self-Service Options")
![LiveVox [SMS / icon]](https://livevox.com/wp-content/uploads/2022/06/SMS-Icon.png "SMS-Icon"){kind=icon}
Digital + Self-Service = Game-Changing Engagement
With the right mix of digital channels and AI-powered self-service options, your customers can get the help they need how they want, when they want, and where they want.
![LiveVox [icon/ chatbot]](https://livevox.com/wp-content/uploads/2021/08/icon-bot-LandingPage.png "icon-bot-LandingPage"){kind=icon}
Expand What’s Possible With Practical AI
Add more self-service options for customers and drive more agent productivity with automated workflows, all without adding more headcount.
Know Your Customers And Optimize Operations
Understand customer needs better than ever before with analytics covering your entire operation—from Customer Journey maps to Business Performance insights and more.
Omnichannel Infographic
True Omnichannel vs. Traditional Multichannel
Check out a side-by-side comparison of how a true omnichannel approach can transform the contact center experience for customers and agents.
![LiveVox [Omnichannel Compliance / eBook]](https://livevox.com/wp-content/uploads/2021/03/asset-TradvOmni.jpg "Click to download our omnichannel customer experience compliance eBook")
![LiveVox [icon/ chatbot]](https://livevox.com/wp-content/uploads/2021/02/icon-wfo.png "LiveVox WFO Icon"){kind=icon}
Guide Your Agents in Real Time
Support your agents during and after each interaction with AI Agent Assist capabilities, including Real-Time Transcription, Live Agent Guidance, and Automatic Post-Call Summaries.
Manage Consent And Preferences With Ease
Keep track of customer consent and channel preferences and link to campaigns, with unified records that automatically update across channels.
Omnichannel Compliance eBook
Your Guide To Omnichannel Compliance
This free resource dives deeper into consumer engagement laws and shows you how to achieve both compliance and performance in your contact center.
The Cloud Contact Center Platform That Connects Everything In One Place
Outbound & Inbound Voice
- Battle-Tested Outbound Compliance
- Customer-First Inbound Service
- Automation Tools And Self-Service Options
2-Way / Mass SMS
- Individual Or Bulk Messages
- Automate Using AI
- Compliance Controls
- Data-Led Campaign / Targeting Tools
- Cross-Channel Visibility / Reporting
- Interaction History In Full HTML
Webchat
- Real-Time Conversations
- Match Your Website’s Look And Feel
- Integrates With AI Chatbots
Multichannel Chatbots
- AI-Enabled Self-Service
- Provide 24/7/365 Support
- For Webchat And SMS
Intelligent Virtual Agents
- Fast, Accurate Self-Service
- No Code, No Engineering
- Assist Live Agent Escalation
Customer-Centric Campaigns
- Robust Segmentation / Targeting
- Links Channels, Data, Plus History
- Tailored Workflows / Ticketing
HTI®
- Like HCI®, But For SMS
- TCPA-Focused And Cost-Effective
- More ROI, Less Risk
Attempt Supervisor
- Manage Outbound Contact Attempts
- Across Voice, Email, And SMS
- For Compliance / Customer Consent
- Seamless Integration
- Access 2 Billion Users
- All From One Screen
“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 makes every interaction feel customized with intelligent agent screen pops and multichannel capabilities. Makes work easier by enabling campaign creation on any channel, at any time with full insight on performance.”
—Helpdesk Support, Financial Services
“LiveVox was essential to accelerating our evolution to a digital-first model. This was the platform where we could introduce the power of digital channels in order to connect with consumers. So it was actually a way to accelerate our thinking around omnichannel.”
VP, Strategic Development, Business Servicer
Dive Deeper Into Omnichannel / AI
Check out Frequently Asked Questions below.
What makes a great omnichannel experience?
A great omnichannel experience in a contact center seamlessly integrates various customer touchpoints, providing a cohesive and consistent brand experience across all channels. This requires efficient personalization, wherein the customer’s journey is tailored to their preferences and past interactions, adapting to their specific needs at each stage. Additionally, a unified yet flexible back-end infrastructure is key to managing data and delivering relevant, real-time communication across multiple platforms.
Additionally, a successful omnichannel strategy employs proactive customer service, anticipating issues or questions and offering support through varied channels like chatbots, social media, and phone calls. Lastly, constantly analyzing customer feedback and behavior patterns helps businesses continually optimize their approach and evolve their omnichannel strategy to cater to the ever-changing needs of their clientele.
What is Omnichannel Customer Experience?
An omnichannel customer experience (CX) focuses on the overall quality of customer care across multiple touchpoints. Omnichannel customer experience strategies unify customer interactions across channels into a single, seamless journey that allows customers to contact businesses on channels of choice without repetitive friction. Omnichannel customer experiences provide customers the freedom to self-select support options and let companies personalize service.
How are contact centers using Omnichannel?
Omnichannel contact centers are used to provide greater personalization and quality of service across many industries. Most contact centers use omnichannel customer support strategies to improve their user experience, improve customer relationships, and increase brand loyalty. SMS notifications, webchat self-service, and conversational IVR are all examples of how omnichannel contact centers manage customer expectations.
What is the difference between Multichannel and Omnichannel?
What are common channels used for customer service?
Platform Brief
The Simple, Seamless, Secure Platform
See how LiveVox helps you transform your contact center’s performance and be a game changer for your company.
What Are Your Advantages With LiveVox?
Transform your contact center's performance with a proven cloud platform that's actually easy to use and optimize.
Billions of Omnichannel interactions powered every year
Trusted by game-changing clients for more than 20 years
Recognized by the industry's leading analysts
Fully-Integrated Public Cloud Platform
+ Unified Tools, Channels, And Data To Maximize ROI
+ Fast, Easy, And Cost-Effective To Scale And Optimize
+ Turnkey Omnichannel / AI / Analytics Out-Of-The-Box
AX Workplace Made For Contact Centers
+ Integrate It All, Including Agent Workflows, In One Screen
+ Smart, Simple, And Seamless Cross-Channel Interactions
+ Easily Push And Pull Data From Your CRM / Other SORs
Scalable, Flexible, Reliable, And Secure
+ 100% Public Cloud Infrastructure And 24/7/365 Support
+ Easily Configure Our Modules, APIs, And Growing Partner Network
+ End-To-End SLA / High Availability And Enterprise-Grade Security
Certifications
LiveVox is proud to be both PCI and SOC 2 Compliant.
![LiveVox [10 ways manage multichannel compliance / Tip Sheet]](https://livevox.com/wp-content/uploads/2023/04/LiveVox-Omnichannel-AI.jpg "LiveVox-Omnichannel-AI")
![LiveVox [10 ways manage multichannel compliance / Tip Sheet]](https://livevox.com/wp-content/uploads/2021/03/asset-TradvOmni-1.jpg "Omnichannel-AI")
![LiveVox [10 ways manage multichannel compliance / Tip Sheet]](https://livevox.com/wp-content/uploads/2021/07/Overlay-AI-Made-Simple-Enhance-Operations.jpg "Omnichannel-AI")
![LiveVox [10 ways manage multichannel compliance / Tip Sheet]](https://livevox.com/wp-content/uploads/2020/07/screenPop_MainAsset.jpg "Omnichannel-AI")
![LiveVox [Partner Program Overview / Infographic]](https://livevox.com/wp-content/uploads/2023/08/Partner-Program-Overview-Infographic_thumbnail.jpg "Partner-Program-Overview-Infographic_thumbnail")
