The LiveVox platform has been rebranded as SmartReach! However, we want to assure you that the platform is the same, only the name has changed. LiveVox = SmartReach. Throughout our documentation, we are gradually replacing the name LiveVox with SmartReach to match the updated user interface. This is an ongoing process and might take a few versions to complete.

SmartReach is a cloud-based contact center platform that you can use to manage and interact with customers across multiple channels, including voice, email, text, and social media. The SmartReach portal contains a comprehensive suite of features, including inbound and outbound call management, Interactive Voice Response (IVR) and Automatic Call Distributor (ACD) capabilities, predictive dialing, SMS and email campaign management, and customer relationship management (CRM) integration.

SmartReach helps large-scale contact center operations, such as financial services, healthcare, and telecom companies manage customer interactions more efficiently, reduce costs, and improve customer satisfaction by providing agents with the tools they need to handle calls and other interactions effectively.

The SmartReach portal is a browser-based application that allows you to organize and customize your contact center (known as Call Center on LVP) data to meet the needs of your business. As an administrator or a manager (supervisor), you can use the SmartReach portal for system configuration, user and data management, performance monitoring, and reporting. In addition, you can access compliance tools, listen to recorded calls, and monitor the platform and agents. 

  • Agents can log in to the agent version of the portal called the Agent Desktop or access SmartReach features from a desktop application called Agent Desktop Native (ADN).
  • For information about the Agent Desktop, see the Agent Guides section in the Product Documentation Library.
  • For information about ADN, see the Agent Desktop Native Installation topic in the Infosheets section in the Product Documentation Library.

Audience

This guide is intended for the individuals who are responsible for the management of contact centers or the administration of contact center technology. For more information, see User Roles and Permissions in the Product Documentation Library.


The following sections will help you start using the SmartReach portal: