LiveVox Products | Inbound Voice

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.

Inbound Call

Extended Overview

In-Depth Look At Inbound

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

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ACD

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.

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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. 

Personalized User Experience
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. 

Wallboards

Build the ultimate contact center dashboard

Get real-time desktop notifications, color-coded activity for at-a-glance visibility, and even audio alerts for minute-to-minute awareness of your operation. 

Stir Shaken
Stay ahead of STIR/SHAKEN requirements

LiveVox is prepared to help you with STIR/SHAKEN, including configuring intelligent routing for incoming calls based on attestation levels assigned by the carrier.

“LiveVox was key in helping us to adapt not only by making the shift to work from home easy, but also the incorporation of new channels. Their ability to provide flexibility for us as a business allows us to pass that on to how we service patients.”

—Nathan Allen | Senior Vice President— Eligibility Practice Team Leader,  MedAssist

Learn more about this product

Check out our Frequently Asked Questions below.

What makes LiveVox the better choice for inbound voice and call routing?

Best-in-class inbound solutions for call and contact center centers equip your organization to handle all inquiries, requests, and conversations initiated by customers or prospects.

LiveVox offers a unique approach to inbound voice and call routing, with capabilities that improve your call or contact center efficiency and provide effective self-service options for your customers:

  • Our inbound ACD helps you identify customers on contact and collect key information to enable precise routing 
  • We make call routing easy to configure and manage, which enables you to maintain information on the state of your agents so calls are quickly answered when routed
  • Calls can be routed to your agent teams, specific outbound services, voicemail boxes, and/or self-service AI-enabled Virtual Agents and IVRs
  • Address compliance concerns with the ability to configure intelligent routing for incoming calls based on attestation level assigned by the carrier (STIR/SHAKEN)
  • Automate key areas of your operation with our AI-enabled self-service options, including conversational IVR that gets smarter over time, plus AI Virtual Agents that can handle customer requests, personalize interactions, and sync interaction data for transfer to live human agents
  • An integrated ticketing system helps you manage customer cases, conversations, and data, so you can streamline workflows, making life easier for customers and agents
  • Automatically record all agent-handled calls to keep a pulse on your agent and customer interactions; call recording begins right after a call is connected to an agent and captures everything the caller hears during the conversation
  • Leverage ready-made dashboards for real-time performance management or design your own for more tailored reporting.

Regardless of where these interactions originate from—responses to outbound campaigns, customer or prospect support needs, payment requests, or a host of other sources—our inbound voice and call routing solutions are designed to cover all your customer engagement bases.

What key capabilities should an inbound voice and call routing solution offer?

With the right inbound call management software that meets your operation’s specific needs, you can deliver exceptional service every time—faster, more efficiently, and on any channel.

In today’s marketplace, the right inbound solution is the one that helps you make the most of each inbound interaction—enabling the highest level of customer satisfaction at the lowest possible cost.

When you work with LiveVox, we put our best-in-class mix of inbound capabilities to work for you, as well as your customers, agents, and managers:

  • Omnichannel tools
  • AI solutions including AI Virtual Agents
  • Multilevel conversational IVR
  • Advanced ACD
  • Unified CRM
  • Analytics
  • Integrated ticketing

Everything we offer and everything we do is to help you break down internal silos and consolidate customer data, so you can achieve a better customer experience, improved routing, and happier, more productive agents.

Customer Care industry use case for inbound call management software

Customer Care

When it comes to inbound engagement, customer care is usually at the top of the list.

If you have products for sale, including digital solutions, and/or if you handle inquiries related to order issues, shipping, delivery, technical support, and a host of other requests from customers or prospects, these can be resolved using the right call and contact center solutions.

With powerful inbound contact center software like LiveVox’s, you can make lasting first and forever impressions with an all-in-one inbound ecosystem.

Lead Generation industry use case for inbound call management software

Lead Generation

If you’re running outbound campaigns to generate new leads, you need the right inbound call or contact center software that can help you manage all those incoming inquiries.

We recommend choosing a unified platform that enables you to quickly convert an incoming lead to an outbound phone call, email, or SMS. And LiveVox helps you do exactly that.

Our Unified CRM also enables workflow waterfalls for continual multichannel contact attempts. 

You can also sync information across systems and manage your lead lists in one place to create targeted campaigns based on past outcomes, channel preferences, number of contact attempts, customer segmentation, or any rule needed.

And we help you to access rich analytics that provide the insights your leaders need to understand performance and drive your business forward.

Financial Services industry use case for inbound call management software

Financial Services

There are a broad range of businesses that manage money and service the needs of consumers, including:

  • Credit unions
  • Banks
  • Credit card providers
  • Insurance companies
  • Accountancy firms
  • Consumer finance companies
  • Stock brokerages
  • Investment funds
  • Individual managers
  • even some government-sponsored enterprises

Each and every one of these organizations need inbound call or contact management software to handle payment transactions, account support, along with a variety of other requests that contain personal and sensitive information.

At LiveVox, we can help you automate routine requests with AI Virtual Agents, drive ROI with key insights, support loan origination through digital channels, tailor the agent desktop to improve the experience for your team and your customers, and improve productivity while also managing compliance risk.

Inbound Inquiries use case for inbound call management software

Inbound Inquiries

Using an industry-leading call or contact center solution is key to handling inbound inquiries from customers or prospects.

Equipped with the right tools, your business development executives or agents can fulfill any need, leading to improved productivity and more bottom-line revenue.

LiveVox’s inbound contact center solution enables you to improve efficiency and supports effective self-service by identifying customers upon contact and collecting key information relevant for precise routing.

IT Help Desk use case for inbound call management software

IT Help Desk

Are you a tech-focused business? If so, prospects and customers will likely need to contact you with IT requests and tech support questions.

From system issues to questions about software, your call or contact center agents need to be available and equipped to help with any and all technical support problems.

A unified inbound platform such as LiveVox’s can be an ideal resource for your technical support teams. They’ll be able to handle requests across all channels and have access to the latest, most relevant information about a prospect’s or customer’s request.

Gathering Feedback use case for inbound call management software

Gathering Feedback

Listening to feedback from your customers and prospects is crucial if you want to improve your workflows and optimize your operations.

The inbound call management software you choose should make it easy for prospects and customers to tell you what they think about your organization.

LiveVox provides everything you need to quickly pinpoint, analyze, and address issues across voice, email, SMS, and chat channels.

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

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Learn about LiveVox’s other channel offerings

Inbound Voice is just one of many ways LiveVox helps optimize engagement. Learn about LiveVox’s other omnichannel solutions.

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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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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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Certifications

LiveVox is proud to be both PCI and SOC 2 Compliant.