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LiveVox Products | Omnichannel


Meet your customers on the fastest-growing channel of choice and delight them.

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Key Benefits of SMS


Create conversation where your customers are

SMS is convenient for your customers and more cost-efficient for your business. Easily incorporate SMS into your engagement strategy without additional heavy lifting or integrations.

Empower agents to personalize each interaction

Enable agents to personalize SMS interactions by arming them with an enriched agent desktop that includes full contact and interaction history to create a seamless experience for the customer.

Understand performance

Gain visibility into SMS interactions with SMS-specific or cross-channel reporting that helps you understand factors that impact outcomes, messaging volume, customer experience, and other key performance indicators.

Survey Report

A Penny Saved, A Customer Earned with SMS

SMS has gone mainstream, becoming a standard across all industries. It’s is a cost-efficient alternative to voice and offers customers a more convenient way to engage with your business to avoid long hold times. Find out other benchmarks by downloading our latest SMS survey.

LiveVox SMS Survey Report 2020
Better Customer Experience

Utilize SMS to deliver great service experiences

Agents are provided with everything they need to facilitate personalized 2-Way SMS conversations through enriched agent desktops. A multichannel inbox makes it easy for them to manage personal and team SMS queues. Customer account information and full multichannel interaction history are also presented, enabling a seamless escalation from one channel to the other.

Learn more about LiveVox’s Configurable Agent Desktop.

Targeted Campaigns

Create targeted SMS campaigns that drive ROI

Make your SMS outreach customer-centric with robust campaign creation functionality. List segmentation, campaign schedules, and trigger-based events allow you to create and automate SMS engagement using specific customer attributes or interaction history. SMS messages can be created:

  • Using pre-configured templates
  • With additional links such as self-service payment options
  • Including customer account information (e.g. First Name) for personalization.

Agents can be configured to receive only SMS messages or be blended and receive both voice and digital communications. Shifting agents from voice to digital can have a significant impact on your ability to drive ROI.

Compliance Controls

Simplify SMS compliance

LiveVox applies its risk mitigation methodology to help you manage SMS compliance. Three compliance-focused capabilities you get with LiveVox include:

  • Predefined SMS opt-out terms mandated by the CTIA
  • Real-time account-level consent updates
  • Embedded consent management on an agent desktop.

Learn more about tools that can help you manage omnichannel compliance.

SMS In Action

LiveVox SMS

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

In-depth look at LiveVox’s other channel offerings

SMS is one of many ways LiveVox helps expand digital engagement. Dive deeper into all of LiveVox’s Omnichannel offering by downloading this brochure.

LiveVox Omnichannel Brochure

Why Choose LiveVox?

Better Customer Experience

Agents engage via configurable workflows in tailored desktops with the enrichment of key consumer profile and interaction history to provide superior customer experiences.

One Unified Platform

All LiveVox capabilities are accessed via a single, secure, cloud-based platform, allowing for a seamless experience for agents, supervisors, and decision-makers.

Easy Integration

Supplement rather than replace your existing systems of record and CRMs via our open APIs so agents get up and running quickly.

Reduced Total Cost of Ownership

Drive performance and stay on top of security requirements while also reducing operational and capital expenditures.

Mitigate Risk

Comprehensive compliance controls including consent and revocation management as well as CTIA, TCPA, and CAN-SPAM regulations.

Customer Channels of Choice

Engage with customers in the places they want to be including Voice, Email, SMS, and Web Chat and unite all conversations.