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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.

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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.

Extended Description

In-Depth Look At IVR

Get a deeper look at LiveVox’s IVR capabilities by reading this extended overview.

LiveVox Platform Brochure

“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.

Learn more about LiveVox’s Inbound Voice capabilities.

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.

Learn more about the key benefits of cloud technology.

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.

Learn more about LiveVox’s Agent Desktops.

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. 

Learn more about LiveVox’s ACD capabilities.

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.

Learn more about LiveVox’s Omnichannel capabilities.

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.

Learn more about our Virtual Agent functionality.

AI-Enabled Capabilities

Using AI, you can better understand customer intents and interact with customers without human agents.

Learn more about the benefits of Chatbots.

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

Brochure

Learn about LiveVox’s other channel offerings

IVR 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 LiveVox?

Learn why leading contact centers chose LiveVox as their provider for Omnichannel, CRM, AI, and Workforce Optimization solutions.

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.