LiveVox
4.3
104
LiveVox is a cloud-based contact center platform that integrates Omnichannel Communications, CRM, and WFO capabilities to provide an exceptional agent and customer experience while reducing compliance risk. They have 20 years of cloud expertise and offer risk mitigation and security tools to help clients maximize their potential. They have over 500 global employees and offices in multiple locations.
Strengths
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Omnichannel capabilities
Ability to handle multiple communication channels
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Scalability
Ability to handle large volumes of calls and agents
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Compliance
Built-in compliance features for regulatory requirements
Weaknesses
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Complexity
Steep learning curve for new users
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Cost
Relatively expensive compared to other solutions
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Limited customization
Limited ability to customize the platform to specific needs
Opportunities
- Opportunity to integrate with other software and tools
- Opportunity to expand into new markets and industries
- Opportunity to automate certain processes and tasks
Threats
- Competition from other SaaS providers in the market
- Potential changes in regulatory requirements that could impact the platform
- Potential security breaches or vulnerabilities that could impact the platform
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LiveVox Plan
LiveVox offers a pay-as-you-go pricing model for its cloud contact center platform, with different versions and features available at varying costs.
Two-Way Messaging Bundle
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Meet Your Customers On Their Digital Channels Of Choice
LiveVox’s Two-Way Messaging Bundle empowers you to create digital conversations across SMS, Email, and Webchat while mitigating risk.
Contact Center CRM
Real-Time Dashboards and Reporting
Compliance with CTIA Standards and CAN-SPAM
Customer Consent Management
SMS: Mass and 2-Way
Email: Mass and 2-Way
Native AI-enabled chatbot
Basic Inbound Voice
Email and SMS Campaigns with Compliance Controls
Outbound & Compliance Bundle
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LiveVox’s Outbound Campaigns & Compliance Bundle enables you to increase productivity, improve the agent and customer experience, and mitigate risk across Voice, Email, and SMS. With LiveVox, you can make your outbound communications more efficient, compliance-focused, and data-driven than ever before by doing everything together under one roof.
Human Call Initiator (HCI®)
Human Text Initiator (HTI)
Four Separate Outbound Dialing Systems
Mass SMS & Email Campaigns
Interactive Voice Response (IVR)
Inbound Voice
Phone Line Scalability
Unified CRM and Data
Consent Management
Compliance Controls
Call Recording and Lookup
Reporting Suite
Speech Analytics Bundle
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Understand the call drivers and sentiment of every conversation while automatically monitoring and scoring 100% of customer interactions to identify risk and scale best practices. And do this all with an easy-to-use tool that doesn’t require in-house technical expertise.
Automated Scorecards
Automated Scorecards
Advanced Search capabilities
Sentiment Analysis
Reporting and Analytics
Call Driver / Dispositioning reports
Script Adherence Reports
Custom AI-triggered notifications
Advanced coaching and training functionality
Omnichannel Analysis
Call Review capabilities
Easy-to-use by anyone
Inbound Contact Center Bundle
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Customers come to you with expectations. LiveVox’s Inbound Contact Center Bundle includes everything you need to deliver exceptional customer service during every interaction.
Inbound Voice
Advanced IVR
SMS: Mass and 2-Way
Email: Mass and 2-Way
Native AI-enabled chatbot
Intelligent Routing
Ticketing & CRM
Customer Consent Management
Compliance with CTIA & CAN-SPAM
CSAT Surveys
Real-Time Dashboards and Reporting
AI Virtual Agent Bundle
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LiveVox’s AI Virtual Agent Bundle makes it easy to add AI Virtual Agents—dramatically increasing capacity, cutting operational costs, and creating a better agent and customer experience without adding headcount, regardless of your current platform.
AI Virtual Agents
SMS Triggers
Email Triggers
Chatbots
Managed IVR
Payment IVR
Customer Data and Contact History
Access to LiveVox Public APIs
Data Analytics and BI
Natural Language Processing
24/7 Monitoring and Support
Proactive Optimization
SSO Free Forever
Manage Google Drive, Mailchimp, Dropbox Business, Microsoft PowerPoint, QuickBooks Desktop Enterprise, Canva, Zoho One, DocuSign, Salesforce Sales Cloud Suite, Adobe Photoshop with SSO
