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LiveVox Products | Omnichannel

Blended 

Blend inbound and outbound communications to drive efficiency and create more cohesive experiences for your customers and agents.

Key Benefits of LiveVox’s Blended Omnichannel

Create an exceptional converation with your customer

Automate processes by creating trigger-based events. You can configure specific if/then rules based on customer attributes or interaction history to automatically initiate actions across the best channel.

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Provide seamless experiences to agents and customers alike

Arm agents with an enriched desktop that includes a multichannel inbox and information on the customer’s account and interaction history in a single tab.

Increase productivity with analytics via a centralized point of control

 Leverage cross-channel analytics to gain a unified view of the customer journey and dive deep 

 

Product Brief

In-Depth Look at 2-Way Messaging

Get a deeper look at LiveVox’s 2-way messaging functionality by reading this overview.

Make it easy for agents to manage digital messages

Agents are provided with everything they need to facilitate personalized digital conversations through enriched agent desktops that include:

  • A multichannel inbox spanning Email, SMS, and webchat
  • Customer account information
  • Multichannel contact history.

With everything in a single window, agents can assist customers through seamless escalations from one channel to the other.

Learn more about LiveVox’s Configurable Agent Desktops.

Simplify messaging compliance

A multichannel communication strategy shouldn’t have to mean a multisystem process – especially when it comes to mitigating compliance risk. With embedded consent and revocation management, CTIA-mandated opt-outs, and contact attempt controls you can craft campaigns that stand up to tough regulatory protocols.

Consent status is set at the customer account-level with separate flags for each channel. All future outreach efforts (mass or individual engagement) will adhere to these changes and be memorialized in the CRM for better visibility and tracking.

Read more about LiveVox’s approach to omnichannel compliance.
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Create personalized interactions across all channels

LiveVox’s out-of-the-box CRM functionality can help uncover points in the customer experience that may benefit from a specific channel interaction. Because LiveVox’s Blended Omnichannel sits on top of a Unified CRM that leverages tailored workflows, you can automate interactions through trigger-based logic. Facilitate an additional sequence of tasks based on specific customer attributes or recent interactions, all automatically linked at the customer profile level.

LiveVox Omnichannel Capabilities:

  • Multichannel Agent Desktop
  • Blended voice and 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

Learn about LiveVox’s other Channel Offerings

Blended Inbound Voice is just one of many ways LiveVox helps optimize engagement. Download the brief to learn about LiveVox’s other digital channel offerings.

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.