LiveVox Products | 2-Way / Mass SMS for Call and Contact Centers

Improve service and engagement with conversational SMS

Expand the conversation on the fastest growing channel of choice, improve your self-service options, and reduce customer effort with intelligent bots and automated SMS campaigns

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Key Benefits of LiveVox’s SMS Solution

Automate SMS conversations using the power of AI

eLVee, LiveVox’s intelligent, native bot makes it easy to update chat and SMS campaigns or automate conversations.

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Send individual or bulk SMS messages

Easily launch mass SMS campaigns to your contact lists or allow support teams to engage in two-way conversations with existing or potential customers.

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Personalize SMS interactions with unified CRM data

Agents are presented with customer account information and full multichannel interaction history so they can have more meaningful conversations that drive outcomes.

Deliver a unified & personalized contact experience

Agents are presented with customer account information and full multichannel interaction history so they have meaningful interactions with customers. Our Unified CRM makes personalizing text messages automatic.

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Use mass texting messaging & more to drive engagement

Leverage centralized data to create targeted omnichannel campaigns that deliver a consistent experience with Mass and 2 Way SMS, Voice, Email, and Webchat. Our omnichannel platform gives your contact center all the tools that it needs in one place.

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Improve performance with in-depth SMS analytics

Access SMS-specific or cross-channel reporting to uncover key factors that impact performance and continuously optimize the omnichannel experience.

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Simplify contact center text message compliance

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

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In-depth look at LiveVox’s complete channel offerings

SMS is one of many ways LiveVox helps expand digital engagement. Dive deeper into all of LiveVox’s Omnichannel offerings by downloading this brochure. You’ll be impressed with how much you and your team can get done with integrated channels.

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The SMS Capabilities You’re Looking For

CRM

LiveVox provides an industry-leading platform combining all of the key data attributes required to operate a successful SMS program in your organization; consumer data, full consumer interaction history, channel outcomes, compliance rules and regulations.

Segmentation and Targeting

Easily segment and target customer populations by tying all data sources together in a single pane of glass. Equipped with over a hundred customizable fields and unlimited contact record importing, LiveVox CRM is your campaign headquarters to create and schedule SMS campaigns.

AI & Automation

Optimize your SMS communication through a utilization of key word responses as well as the latest in AI virtual agent technology for more sophisticated consumer conversations. Additionally, prior outcomes in any channel can be layered on to create an event trigger-based SMS campaign.

Analytics

Real-time SMS dashboards provide insight into campaign performance and allow you to quickly assess the performance of a variety of campaigns across date ranges and campaign types.

Consent and Preference Management for Compliance

Mitigate compliance risk with the latest regulations covering SMS. Ensure CTIA mandated opt-out/opt-in processes are respected and consumer enrollment is consistent with industry best practices and consumer expectations.

Human Text Initiator (HTI)

Without consent to contact cell numbers, texting can be complicated and risky. LiveVox’s HTI enables you to engage with unconsented cell phones more productively while mitigating risk.

Agent Desktop

LiveVox’s platform provides the ability to build agent messaging queues that ensure all consumer SMS communication is routed based on agent skills assigned and prioritized for quick and efficient responses with our message transfers and enriched agent desktops.

Blended Channel Integration

Don’t let your SMS interactions happen in a silo. With LiveVox’s integrated channels, agents and supervisors are empowered to see the entire multichannel consumer journey, unifying consumer experience, reporting, and management.

Providing Mass and Two-Way Texting Solutions for Businesses Like Yours

“The ability to have everything available on one platform and be able to not have to worry about the backend like we used to, went a long way in our decision-making process.”

—Daniel Torres | Director of IT, PBFCM

“LiveVox can be managed with relative ease. You don’t have to have a large, technology supporting team in comparison to an on-premise telephony platform. Upgrades are also much simpler and less time-intensive.”

—Matt Murphy | Director of Workforce Management and Dialing Operations, Best Egg

“No matter what the challenge is, whatever the new thing is behind the next turn that you have to deal with in your business, you need a solution that can adapt…LiveVox is there in the boat with us.”

—VP | Workforce Management, Business Servicer

Frequently Asked Questions About Call and Contact Center SMS

What’s the difference between Business SMS & MMS?

The difference between business SMS and MMS is that MMS is an enhanced version of mobile messaging that allows rich media like photos, videos, and audio clips to be shared with customers.

Contact Center SMS Best Practices

Some foundational SMS best practices for contact centers include obtaining express consent from contacts, the use of either 10DLC or short code numbers that associate your brand, concise messages with clear calls to action, and clear and conspicuous opt outs. It’s also a best practice to link SMs messaging records with other outreach attempts to track contact attempts and be able to measure channel and campaign performance.

What is Two-Way SMS?

Two-way SMS is a communication channel that allows businesses to have bidirectional conversations with customers via text message. The messages are sent using either short or long codes.

What are Consent and Compliance Concerns for Business SMS?

Business SMS is governed by several compliance regulations including the Telephone Consumer Protection Act which states that a business must obtain “express and written consent” before being able to communicate with customer via text. There are other regulations such as the CFPB debt collection guidelines which specifically restrict contact attempts in a business’s efforts to collect debts.

The Future of Business SMS

Business SMS is a very popular option for all kinds of use cases including sales, marketing, and customer support. As more and more businesses adopt the channel as a preferred method of communication with customers, carriers and regulatory bodies are moving to protect SMS more and more. The future of business SMS will continue to evolve and grow in popularity and we’ll see the use of MMS and rich media messaging continue to grow in interest.

Why LiveVox?

Learn why leading contact centers chose LiveVox for their Omnichannel, CRM, AI, and Workforce Engagement Management 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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Integrated Agent Workflows

LiveVox’s unified data platform combines a native CRM with public APIs, multiple integration points, and configurable agent desktops to address critical efficiency gaps by syncing processes, apps, and systems.

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An Industry-Leading End-to-End SLA

Platform reliability you can count on with unmatched end-to-end coverage made possible by LiveVox's infrastructure, application, and services.

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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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