The LiveVox Voice platform provides a range of features that can be used to manage and optimize voice communications with compliance, such as call routing, Automatic Call Distribution (ACD), call recording, and real-time call monitoring. It also supports advanced features, such as Interactive Voice Response (IVR), call queuing, and call scripting, which can be used to automate and streamline customer interactions. Managers are provided with the tools they need to monitor and improve the performance of the contact center.

After the administrative setup, agents can make outbound calls and receive inbound calls to/from customers through the agent desktop.

To help ensure a unified experience for outbound activity and resulting inbound calls, LiveVox’s outbound solution is fully blended–enabling each agent to identify and personalize each connected outbound or inbound call upon connection with customers.

For example, you can route calls specifically to the agent assigned to an account, the agent who can speak the customer's language, or the agent who last spoke to the customer.

Features

  • To configure voice call-related settings, see Voice Editor. 
  • The outbound voice feature allows agents to call customers using various services. The outbound voice tools allow users to manage outbound service configuration, call distribution, hours of operation, and messaging. For more information, see Outbound Voice.
  • The inbound voice feature allows agents to receive customer calls. The inbound voice tools allow users to manage inbound service configuration, call distribution, hours of operation, and messaging. For more information, see Inbound Voice.
  • The Interactive Voice Response (IVR) feature helps to streamline the inbound and outbound customer interactions over voice. For more information, see Interactive Voice Response (IVR). 
  • LiveVox records all calls between an agent and a customer by default. The call recording begins immediately after a call is bridged to an agent and captures everything that the caller hears during the conversation. For more information, see Call and Screen Recording infosheet.
  • The Voice Monitor Dashboard provides real-time statistics for outbound, blended, and inbound call types for the current day. For more information, see Voice Channel Widgets.
  • The Review tab allows you to generate and view reports. For more information, see Reports.

For information about the roles and permissions associated with Voice, see User Roles and Permissions in the Product Documentation Library.

The following topics are covered in this section: