LiveVox Products | Voice
Interactive Voice Response (IVR)
Easily create IVR strategies that drive self-service, incorporate digital alternatives, and increase first call resolution with AI-enabled capabilities.
Key Benefits of LiveVox’s Interactive Voice Response
Optimize Self-Service Journeys
With 40+ IVR modules available, you can easily configure the entire customer journey and streamline workflow creation with simplified drag-and-drop modules.
Increase First Call Resolutions
Call qualifications, routing algorithms, and contextual data ensure customers are serviced quickly and effectively.
Enhance Customer Experience
Use AI to better understand customer intents and provide convenience with digital alternatives, wait-time features, and expanded self-service options.
In-Depth Look At IVR
Get a deeper look at LiveVox’s IVR capabilities by reading this extended overview.
“We’ve had a huge jump in efficiency because of our self-service options that LiveVox has made available to us. Before, we did not have a way for customers to make payments automatically or over the phone, especially after hours. Adding that in the call flow for LiveVox was a huge win for us because now we could take payments even when agents weren’t here.”
— COO, Financial Services
Source: Interviewed for the Total Economic Impact™ of LiveVox’s Contact Center Platform
LiveVox IVR In Action
Easy to design and build
LiveVox’s powerful IVR builder provides an intuitive, drag, and drop interface with tools to optimize your customer experience and craft the ideal workflow.
Adapt on the fly
LiveVox’s modern IVR is nimble and adapts quickly to changes in your business with the ability to modify IVR messages on the fly.
Know Your Customers
Quickly identify and authenticate callers with customer inputs and CRM data that can be passed on to agents enabling a streamlined experience.
Routing Done Right
Make intelligent routing and self-service decisions based on the customer’s profile and the information they input in the IVR to service customers effectively the first time.
Email and SMS included
More than a voice solution, LiveVox’s IVR offers omnichannel capabilities, so you can incorporate Email and SMS into your workflow.
Integrate with third-party applications
Our IVR is fully integrated with our native CRM and omnichannel capabilities and also offers the flexibility to integrate with third-party systems.
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
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.
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.
Supplement rather than replace your existing systems of record and CRMs using our simplified API approach, so agents get up and running quickly.
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.
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.