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.
Send individual or bulk SMS messages
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.
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.
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.
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.
The SMS Capabilities You’re Looking For
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.
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.
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?
What are Consent and Compliance Concerns for Business SMS?
The Future of Business SMS
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.
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.
Comprehensive Risk Mitigation
LiveVox simplifies risk management with embedded compliance controls spanning CTIA, CAN-SPAM, CFPB, PCI, and other compliance-related considerations.
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.
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.
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.