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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.

Extended Overview

In-Depth Look At Inbound

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

LiveVox Inbound Extended Overview

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

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.

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. 

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. 

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

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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. 

Learn about other capabilities on LiveVox’s Wallboards.

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. Learn about LiveVox’s other omnichannel solutions.

LiveVox Omnichannel Brochure

Frictionless Agent & Customer Experiences

Easily 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 capabilities 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 supports 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.