LiveVox Solutions | Platform Capabilities

Meet the Demand for Digital

Customers expect your contact center to intelligently engage on their channels of choice. LiveVox combines best practices and technology to help you incorporate non-voice interactions into the customer experience.
LiveVox [woman / looking at mobile phone]

LiveVox Platform Solutions

Improve Wait Time Experience

Use your IVR to provide customers with wait time options such as “Hold My Place in Line” or SMS and Email alternatives. 


Offer Useful Alerts

Use triggered campaigns to send messages that increase convenience for your customer (e.g. SMS payment reminders).

Continue the Conversation

Stay in touch with your customers while they’re mobile by making it convenient to shift Voice conversations to digital.

Streamline Service Resolutions

Combine omnichannel interaction history into flexible tickets to create continuous conversations across different channels, incidents, and agent workgroups.

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
LiveVox eBook: Omnichannel Compliance

Best Practice Video

4 Ways Digital Channel Data Can Improve CX

Learn how contact centers are leveraging digital channel data to orchestrate customer-centric journeys.

LiveVox eBook: Omnichannel Compliance

Best Practice Video

Benefits of IVR-Triggered Messaging

Learn how contact centers are leveraging digital channels to drive self-service and improve CX.

Tip Sheet

Top 5 Uses for Conversational SMS

64% of consumers think businesses should contact them via text messages more often. Because most people always have their smartphones within reach, these statistics aren’t surprising. What is surprising is the untapped potential SMS messaging still holds for contact centers. Read this tip sheet for the top five uses for conversational SMS.

LiveVox WFO Extended Overview

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 more about digital transformation in the call center

Check out our Frequently Asked Questions below.

How does LiveVox help a contact center with digital transformation?

The LiveVox platform provides contact centers with comprehensive digital transformation solutions. Our next generation contact center platform supplies contact centers with powerful, hybrid contact center solutions that combine both LiveVox cloud contact center features as well as digital transformation capabilities. Through the use of LiveVox’s dynamic tools such as advanced routing, predictive analytics, intelligent, AI-backed omnichannel and more, contact centers are empowered to deliver more personalized customer experiences and greater operational efficiency.

LiveVox also provides automated self-serve channels such as IVR, SMS, and Intelligent Virtual Agents that allow customers and contact centers to engage faster in their preferred channel. These advancements allow contact centers to stay on top of industry best practices and provide a seamless customer experience for every single interaction. With LiveVox contact centers are able to increase customer engagement while simultaneously reducing average handle time.

Our next generation contact center platform is designed to optimize contact center operations and performance by consolidating channels, improving customer service, streamlining contact processes, and providing an intuitive user experience with comprehensive reporting capabilities. When contact centers adopt LiveVox’s customer engagement solution, they are equipped with cutting-edge technologies that enable them to offer exceptional customer experiences and support contact center goals.

And finally, LiveVox’s cost-effective unified contact center platform optimizes the use of many traditional channels along with popular digital channels such as webchat, SMS messaging, and online self-service portals with integrated voice solutions like IVR & ACD telephony. LiveVox equips contact centers with what they need to consistently deliver on digital transformation goals as a reliable, and reputable, part of their contact center operations.

Advantages of digital and cloud based CCaaS

Contact centers have seen a wave of innovation, with contact center-as-a-service (CCaaS) leading the charge for contact centers looking to foray into the digital space – which is exactly where their customers want them to be.

CCaaS platforms like LiveVox provide contact centers with the ability to store contact functions virtually in a cloud-based environment, unlocking new opportunities for communication efficiency and cost reduction. Advantages range from simplified deployment, scalability for high contact volumes, enhanced customer experience, and global support options through multiple channels.

Additionally, contact centers are able to utilize advanced analytics to gain insights that can inform strategic decisions and maximize contact center success. Of course, there are also significant cost benefits associated with using a CCaaS platform like LiveVox: reduced infrastructure costs, testing costs, and contracting fees as well as minimal demand on staff resources all contribute to valuable cost savings. With so many advantages associated with digital and cloud based CCaaS solutions, it’s easy to see why contact centers around the globe have been embracing these innovative technologies wholeheartedly.

What are the main areas of digital transformation in a contact center?

Digital transformation in contact centers is rapidly changing the way customer service is managed and delivered. By implementing new technology and automation with providers like LiveVox, contact centers are able to streamline their operations while providing customers with an efficient and personalized experience. This can involve transitioning from traditional hardware-based contact center solutions to cloud-based contact center applications, as well as incorporating analytics tools for quality assurance, conversational AI for more accurate customer understanding and segmentation, and intelligent workflow technologies like LiveVox’s Integrated Agent Workflows for better task management. To deliver a modern customer-centric experience, contact centers must have the capacity to make real-time decisions during customer interactions, based on data collected during the digital transformation process. Ultimately, contact center digital transformation can create significant improvements in areas such as customer satisfaction ratings and even contact center performance metrics.

Learn about LiveVox’s customer engagement platform

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

LiveVox Platform Brochure

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.