Define the communication flow between your customers and your organization.

LiveVox's Interactive Voice Response (IVR) is a scalable, cloud-based solution that helps organizations streamline their inbound and outbound customer interactions over voice, email, sms, and chat.

With LiveVox IVR, you can create and manage automated phone menus that route calls to the appropriate department or agent, provide callers with information about products and services, or gather information from customers. 

Features

LiveVox IVR consists of the following editors:

• Contact Flow Engine is an IVR builder with a drag-and-drop interface and ready-to-use templates, so you do not have to code to build contact flows. It also integrates with CRMs to provide more detailed customer information and improve the performance of the interactions. The Contact Flow Engine lets you:
  • Define the communication flow between your customers and your organization
  • Use customer data efficiently
  • Make intelligent routing decisions easily.
• Message Editor lets you modify and manage your IVR messages quickly.
• Phrases Editor enables you to control the verbiage and sound files of Text-To-Speech (TTS) IVR messages.

Benefits

The primary benefits of LiveVox's IVR are:

• Efficient customer service: with pre-recorded audio prompts, agents can address customer queries and handle responses quickly, accurately, and in line with your company's policies.
• Improved customer experience: with automated prompts, you can provide your customers with an intuitive self-service option for common requests and inquiries.
• Analytics: you can monitor interactions in real-time and optimize your processes for better performance.

Example

When customers are looking for account information and call your helpline number, they can be greeted by the Livevox IVR which then provides them with a menu of options to choose from. Based on their selection, the IVR can confirm their identity as per their contact information available in your CRM database. The IVR would then provide them with the information they need if the prerecorded options allow it. If they have any further questions or concerns, the IVR could transfer them to a customer service representative for further assistance.

Customers can thus quickly and conveniently access their account information and resolve any issues they may have without having to wait on hold for a customer service representative.

Audience

This section is for system administrators, managers, or supervisors who configure Contact Flows for inbound and outbound customer communications including self-service IVR menus.

The following sections describe the LiveVox IVR features in detail: