LiveVox Inbound Voice provides voice channel functionality to make as well as receive voice phone calls. An agent user can utilize the phone dial pad to make an outbound phone call via ten digit entry or single click, or accept an inbound phone call coming into the platform. Automated voice campaigns and Human Call Initiator (HCI) are not available with Inbound Voice. The phone dial pad amongst multiple other features gives the agent user the capability to record a personal voicemail greeting, place a call on hold, transfer to another phone number and control call volume. In addition, LiveVox Inbound Voice provides a contact center with the ability to route calls to designated agents or groups of agents through a number of features, such as skills-based routing, call overflow, as well as agent account ownership. Inbound Voice includes the LiveVox Interactive Voice Response (IVR), which allows contact centers to design voice menu trees, routing options as well as look-ups within the LiveVox environment and utilization of Application Programming Interfaces (APIs) to trigger look-ups in third-party systems. The IVR contains a number of modules and features such as Hold My Place in Line, Scheduled Call Backs, and Payment IVRs. Inbound Voice operates through the same set of servers used for automated outbound campaigns. Any organization seeking deep risk-mitigation for manually initiated calls without capacity for auto-dialing is advised to use Manual, Preview-All, or HCI.
Inbound Voice includes the following products:
Local Caller ID (LCID) Numbers
LCID Usage
Time division multiplexing (TDM) Connectivity
An Inbound Voice - Telco Free product is also available.