LiveVox Products | Voice
Interactive Voice Response (IVR)
Easily create IVR strategies that drive self-service and accurate call routing to improve customer experience.
Key Benefits of LiveVox’s Interactive Voice Response
Customize self-service journeys
With 30+ IVR modules available, you can easily configure the entire customer journey and streamline workflow creation with simplified drag-and-drop modules.
Streamline escalations to agents
Customer authentication and routing algorithms ensure that customers are serviced quickly and effectively by the right agents. Contextual agent screen pops drive down service times.
Improve customer service
Implementing our IVR capabilities such as speech recognition, scheduled callbacks, surveys, holding a customer’s place in line, and digital alternatives elevates the customer experience.
In-Depth Look At IVR
Get a deeper look at LiveVox’s IVR capabilities by reading this brief.
Create more intelligent self-service options and escalations
Customers want the option to self-serve in certain situations. With LiveVox, you can configure the most effective IVR customer journey workflows that streamline experiences. With LiveVox’s IVR you can:
- Fit the wants and needs of today’s digital customers
- Deliver a perfect balance between intuitive self-service and agent-assisted service
- Leverage 3rd-party data to quickly identify and authenticate customers
- Automate routine calls while maximizing agent availability for more complex calls.
IVR inputs are automatically populated into agent screen pops, creating a unified experience as customers escalate to live agents.
Increase efficiencies 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. And with our omnichannel approach, you can give your customers the option to self-serve beyond the IVR, including the ability to:
- Transfer the conversation to SMS
- Receive an email with instructions in their inbox
- Live-chat with an agent on the web.
Learn more about LiveVox’s two-way messaging offering.
Workflows that are easy to design
LiveVox makes it easy to configure seamless shifts from self-service interactions to conversations with agents using our drag and drop interface. Call qualifications, routing algorithms, and screen pops with customer information, including IVR inputs, can be configured quickly so your agents are equipped to meet customer expectations.
Learn more about LiveVox’s dynamic routing capabilities.
IVR In Action
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
IVR is just one of many ways LiveVox helps optimize engagement. Download the brochure to learn about LiveVox’s other digital channel offerings.
Why Choose LiveVox?
Better Customer Experience
Agents engage via configurable workflows in tailored desktops with the enrichment of key consumer profile 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.
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.
Comprehensive compliance controls including consent and revocation management as well as CTIA, 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.