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Inbound Voice

LiveVox Products

Inbound Voice

Get your inbound channel up to speed with solutions that increase efficiency and empower seamless customer journeys.

Key Benefits of LiveVox’s Inbound Voice

Increase first-call resolution

Leverage intelligent routing and Interactive Voice Response (IVR) to ensure higher first call resolution rates and improve customer satisfaction.

Minimize wait times

Use capabilities such as Place in Line notifications, Estimated Hold Time, Customer Call Back, SMS options, and other IVR features to manage your inbound call volume.

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Improve agent experience and facilitate faster talk-offs

Provide your agents with the information and tools they need to know each customer upon connection and personalize every conversation.

Product Brief

In-Depth Look At Inbound

Get a deeper look at LiveVox’s Inbound functionality by reading this overview.

LiveVox Inbound Voice Overview

Match the right agents to the right calls

LiveVox’s ACD routes incoming calls and messages to the agents or departments most qualified to handle them, driving up first call resolution and improving the customer experience. These features include:

  • Routing of incoming calls to specific agents based on predefined criteria
  • Identification and rapid response to desired callers
  • Automatic callbacks
  • Multiple call queues
  • Call center overflow.

Learn more about LiveVox’s routing capabilities.

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Increase efficiency and customer engagement

Decrease customer frustration caused while on hold with features including in-queue self-service and callback options, wait-time features, and IVR-based payment capabilities. And, with our omnichannel approach, you can give your customers the option to self-serve beyond the IVR, including the ability to:

  • Transfer the conversation to SMS
  • Receive an email with instructions in their inbox
  • Live-chat with an agent on the web.

Learn more about how LiveVox’s IVR capability can drive personalized customer experiences.

Create a personalized experience in each conversation

Enable agents to deliver exceptional experiences consistently and efficiently by configuring the agent desktop with the information they need to create personalized interactions and faster talk-offs. Screen pop data is available to the agent immediately upon connection with a customer and can include:

  • Consumer account information
  • Consumer IVR inputs
  • 3rd-party data.

Learn about other capabilities on LiveVox’s Configurable Agent Desktops.

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LiveVox Voice Capabilities:

  • Manual, Preview, and Human Call Initiator
  • 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

Learn about LiveVox’s other channel offerings

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

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.