LiveVox Products | Voice

Automated Dialing System

Predictive dialing that maximizes agent performance and minimizes idle time using a variety of dialing strategies, including Right Party Connect, Quick Connect, and Message Only.

Key Benefits of LiveVox’s Automated Dialing System

Facilitate highly efficient and targeted outreach

Leverage LiveVox’s robust algorithms and campaign segmentation to launch targeted outreach with virtually unlimited outbound calling capacity that meets any pacing requirement.

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Focus on high-value conversations

Best-in-class answering Machine Detection (AMD) and customer authentication ensures agents are only connected to high-value contacts while enriched agent desktops facilitate faster talk-offs.

Simplify compliance management

Leverage comprehensive compliance controls that make it easy to address TCPA, FDCPA, and other regulations. All controls are configured on-demand.

Product Brief

In-Depth Look At The Four CloudsTM

Get a deeper look at how you can leverage the Four CloudsTM to optimize outreach while mitigating risk.

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Versatile Alerts

Make every second count 

LiveVox’s Automated dialer is ideal for high-volume use cases where the efficiency of your agents and the cost-per-call are key. Calls are launched automatically under a variety of dialing strategies, including RPC, Quick Connect, plus Mass Email and SMS.

Learn about LiveVox’s other IVR functionality.

Equip agents to facilitate meaningful conversations 

Enriched agent desktops contain a single-window panel with key information about the customer and agent scripts which can be automatically presented based on customer attributes and if/then scenarios.

Learn more about LiveVox’s Agent Scripting.

Customize Ticketing

Create targeted campaigns that include compliance controls

Configure dynamic campaigns based on virtually any customer attribute or interaction history and adhere to specific regulatory requirements with a variety of contact attempt controls.

Learn more about LiveVox’s compliance controls.

Self-Configuration

Keep agents busy and productive

Whereas most competitors provision only 3-6 lines per agent, and then charge more for additional capacity, LiveVox offers unlimited line capacity to maximize productivity in keeping with today’s Live Connect rates.

Learn about LiveVox’s agent enablement tools.

Compliance Controls

Stay ahead of industry and regulatory changes 

Consider pivoting and optimizing your current dialing strategy to an automated one in light of the Supreme Court’s Facebook v. Duguid ruling.

Learn more about LiveVox’s approach to omnichannel consent capabilities.

See Our Automated Dialing System in Action

LiveVox Automated Dialing

What is an Automated Dialing System?

An automated dialing system, also called an auto dialer, is a device or piece of software that automatically dials phone numbers:

  • ACDs are highly useful for contact centers that place a large volume of outbound calls and in scenarios where managing the cost per call is a high priority.
  • While automated dialing systems come in many different shapes and sizes, they all have one thing in common: the ability to automate the process of making calls.
  • Handles routing and advanced calling features for inbound and outbound calls

In addition to saving agents time that would otherwise be spent dialing manually, automated dialing systems increase the likelihood of reaching a real person instead of voicemail. Once the call is answered, the ACD either connects the recipient to an agent, plays a recorded message, or uses a series of authentication tools to verify the recipient’s identity before moving forward.

Auto dialers are an extremely effective tool for:

  • Increasing productivity
  • Helping agents avoid sitting through multiple rings only to reach a voicemail box

Auto dialer software can even predict when an agent who’s on a call will be available next based on past analytics, then dial a new number to line up the next call in the queue to minimize downtime.

Types of Auto Dialers

1) Power Dialers

Also called a preview dialer, a power dialer gives agents the power to auto-dial a call when they’re ready after reviewing the customer’s information first:

  • This type of auto dialing software is most useful for calls that require some personalized preparation and are not fully scripted.
  • When calling about an issue with a booking that’s specific to the customer, for example, it’s helpful for the agent to have some time to look over the booking first.
  • Because power dialers can only dial one number at a time and require a pause for agents to review leads first, they’re the slowest option of the auto dialers.

2) Progressive Dialers

With a progressive dialer, every agent is sent a new call as soon as they’re available and the agent receives the customer’s information as the call is being made:

  • The next call is dialed automatically with no action required on the part of the agent, saving time.
  • And, because calls are only pushed through to an agent when a live human answers, there’s no time wasted receiving busy signals or getting sent to voicemail.
  • Progressive dialers are best suited to scripted calls that don’t require a high degree of personalization.

3) Predictive Dialers

For most contact centers, predictive dialers are the most powerful type of auto dialing software:

  • They maximize both speed and efficiency by predicting the ideal ratio of calls to dial based on the number of available agents.
  • Predictive dialers call multiple numbers at the same time, allowing organizations to reach a large volume of customers quickly.
  • Because agents are saved the tedium of dialing numbers manually and waiting to reach a person, this type of dialing system can help keep employee engagement high.

LiveVox Voice Capabilities

  • Manual, Preview, and Human Call Initiator (HCI®)
  • Human Text Initiator (HTI)
  • Automated Dialing System
  • Text to Speech
  • Screen Pops
  • Voicemail Management
  • ACD with Dynamic Routing
  • LCID and Answering Machine Detection
  • Call and Screen Recording
  • 3rd Party API Integration
  • Secure Payment Capture
  • Agent and Manager Chat
  • Campaign and List Management
  • Granular Outreach Restrictions
  • Consent Management
  • Content Library
  • Quality Monitoring and Performance Reporting
  • Unified CRM and WFO Functionality
  • Agent Coaching
  • CRM Integration
  • Outbound Attempt Supervisor

Brochure

Learn about LiveVox’s other channel offerings

Our Automated dialing system is just one of many ways LiveVox helps optimize engagement. Download the brochure to learn about LiveVox’s other digital channel offerings.

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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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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.