LiveVox Solutions | Platform Capabilities

Expand Self-Service Options

Creating a more customer-centric self-service strategy improves customer experience and operational efficiency. LiveVox combines best practices and technology to help drive your self-service initiatives.

LiveVox Platform Solutions

Transform Your Website

Evolve your website into a self-service channel by implementing webchat and chatbots to enable automated responses.

Offer Digital Alternatives

Meet customers on their channel of choice by incorporating non-voice channels like SMS into your IVR with links to self-serve.

Personalize Self-Service

Incorporate CRM data into your IVR workflows so each interaction is purposeful and unique to the customer.

Streamline Escalations

Reduce customer frustration by equipping live agents with all previous customer interaction history via configurable tickets.

A Forrester Study

The Total Economic Impact™ of LiveVox’s Contact Center Platform

A commissioned study conducted by Forrester Consulting shows a three-year 229% ROI and payback in less than 6 months with LiveVox’s Contact Center Platform, powered by a purpose-built CRM.

Source: The Total Economic Impact™ of LiveVox’s Contact Center Platform, a commissioned study conducted by Forrester Consulting on behalf of LiveVox, July 2021

LiveVox Platform Brochure

Tip Sheet

How to Use SMS To Augment Your IVR and Improve CX

Contact centers are experiencing an uptick in call volume and hold times, with fewer overall agents available to take those calls, primarily due to COVID-19. It’s more important than ever to improve your current inbound Interactive Voice Responder (IVR) functionality. Learn how SMS options in your IVR can help increase CX.

LiveVox Tip Sheet: How to Use SMS to Augment Your IVR

Find the Right Solution For You

Explore the solutions below to find the best match for your organization.

Cloud IVR Bundle

I want to add AI Virtual Agents with omnichannel

IB Contact Center Bundle

I want to Improve my IB customer service

OB Campaigns and Compliance Bundle

I am mostly outbound, want to mitigate risk and add channels

Speech Analytics Bundle

I want to improve CX and Compliance with analytics

Two-Way Messaging Bundle

I want a digital-first or digital-only engagement

Learn about LiveVox’s customer engagement platform

Download this brochure for a comprehensive view of LiveVox’s capabilities.

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

Learn more about how to expand self-service

Check out our Frequently Asked Questions below.

Why Choose LiveVox for Contact Center Self-Service Software?

Contact center self-service software should be easy to use, quick to implement, and put the customer’s experience first. People choose LiveVox because our approach combines customer support best practices with technology to help contact centers reduce customer effort and frustration by accessing 24/7 help. LiveVox offers a suite of digital, AI-optimized channels including webchat, SMS, WhatsApp, and Virtual Agents so companies can evolve their websites and transform legacy systems like outdated IVRs and ACDs. Our purpose-built CRM Incorporate customer profile and account data into support workflows so each interaction is intentional and unique to the customer.

LiveVox contact center self-service software also includes a knowledge center that helps teams close the information gap inside and outside of their contact center. The LiveVox Knowledge Center is a fully-fledged knowledge management solution that provides click-of-a-button desktop access so agents can reference and  share helpful content with customers while interacting over email, SMS, or chat sessions. The LiveVox Knowledge Center can also help deflect repetitive questions and lower inbound costs when integrated with contact center self-service channels like Webchat. Simply create a pick list of FAQs and link customers to Knowledge Center articles – it’s that easy!

How does self service reduce customer service overhead?

Contact centers are increasingly leveraging self service software to reduce customer service overhead by empowering customers to self-serve for their inquiries. Contact center self service software can come in the form of a call tree that customers use to route their own calls, automated knowledge bases that direct customers to information relevant to their inquiry, or even interactive virtual agents. Through the use of self service technology, contact centers can radically minimize customer wait times and reduce or avoid the need for manual assistance from a customer representative. In combination with traditional methods of customer support, contact centers can provide an enhanced level of service while keeping costs down.

How does self-service improve customer satisfaction?

Contact center self service provides customers with access to a wealth of information at their fingertips, allowing them to quickly locate answers to their questions and inquiries. This leads to improved customer satisfaction, as they can solve simple issues without having to wait for contact center agent assistance. Contact centers that utilize self-service tools are also able to realize significant workflow improvements by reducing the number of support requests and freeing up staff for more complex tasks. Additionally, customers enjoy how easily they can address their own inquiries with the use of these helpful self service technologies.

Contact center self service tools are becoming an increasingly popular way of boosting customer satisfaction scores, too. They offer customers a convenient, personalized, and 24/7 experience, allowing them to quickly obtain the information they need in a timely manner. In addition to improved customer satisfaction, contact centers that utilize self-service tools can experience significant efficiency improvements in their workflows as they enable customers to find answers on their own as opposed to having agents answer each request. Contact center self service also helps reduce operating costs by automating more tasks, leading customers to feel like they are being better taken care of due to the amount of attention and resources the company has invested in providing quality service. Customers appreciate these services for their simplicity, access and accuracy – gaining rapid access to timely information without having to wait or talk to someone. Contact center self service is quickly becoming a key element of customer service strategies aimed at delivering top-notch customer experiences.

What are essential features of a customer self-service platform?

Contact center self service software is becoming ever more popular and have become a necessity for many organizations today. To make sure that customers have the best experience when using these services, these platforms should offer content searching capabilities, customizable interfaces that can be tailored to fit a contact center’s brand guidelines and agent desktop needs, as well as automated processes that direct customers to the information they need through chatbots, knowledge bases, and intelligent virtual assistants.

Contact center self service software typically funnel customer requests through interactive tools such as chatbots and intelligent virtual assistants to provide an extra layer of convenience for customers. These intelligent virtual agents enable customer interactions using natural language processing that can retrieve up-to-date information from your CRM, system of record, or website to present it in an accessible format for your customers. 

Lastly, customer self service systems can also be employed to decrease contact load with enhanced analytics, which grant analytic insights into what functions are most frequently used, thereby allowing contact centers to optimize resources and make navigation, and the customer journey, that much easier.

Why LiveVox?

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.

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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.

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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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Integrated Agent Workflows

LiveVox’s unified data platform combines a native CRM with public APIs, multiple integration points, and configurable agent desktops to address critical efficiency gaps by syncing processes, apps, and systems.

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An Industry-Leading End-to-End SLA

Platform reliability you can count on with unmatched end-to-end coverage made possible by LiveVox's infrastructure, application, and services.

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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.

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LiveVox is proud to be both PCI and SOC 2 Compliant.