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ACD

LiveVox Products | Voice

Automatic Call Distributor (ACD)

Route inbound tasks to the right agent and department based on customer profile and interaction history, IVR inputs, agent skills, and more.

Key Benefits of LiveVox’s Automatic Call Distributor

Highly configurable

LiveVox’s ACD can route inbound calls to specific agent teams, outbound services, voicemail boxes, a self-service IVR, or several of these options.

Unified contacts across channels

Regardless of channel, LiveVox can route the engagement—Voice, Email, SMS, or Webchat—to the appropriate agent.

Power of the Cloud

Because our global ACD is based in the cloud, you can route to any agent regardless of location, whether inside your contact center or working remotely.

Extended Overview

In-Depth Look At Inbound

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

LiveVox Inbound Voice Overview
Empowered Agents

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 priority callers
  • Automatic callbacks
  • Multiple call queues
  • Call center overflow.

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

Unified Customer Profiles

Know your customers at all times

LiveVox’s ACD gathers important customer data to better route calls. And, it can provide fast identification and rapid response to your most valuable callers who skip waiting in line and are immediately routed to the appropriately skilled agents.

Learn more about how LiveVox’s CRM functionality helps track all customer interaction history in one place.

Integrated Analytics

Leverage data to optimize the customer experience

LiveVox’s ACD collects key interaction data such as the number of call routing attempts and self-service completion rates to help you better understand the customer journey and develop more effective workflows.

Learn how interaction data can also be leveraged in LiveVox’s Business Intelligence and Performance Analytics solution to quickly uncover ways to improve the customer experience.

ACD In Action

LiveVox ACD

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

ACD 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. The tailored desktops have the benefit of key consumer profile information 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 industry guide and 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.