LiveVox Products | Contact Center Interactive Voice Response (IVR)

LiveVox Products | Contact Center Interactive Voice Response (IVR)

Guide Callers Exactly Where They Need to Go

Give your customers a contact center IVR that’s easy to use and navigate, a better experience enhanced by AI, plus convenient options for digital self-service.

Fast, Accurate, And User-Friendly IVR Call Routing

Easily Configure Customer Journeys

+ More Than 40 Drag-And-Drop IVR Modules
+ In-Queue Self-Service And Callback Options
+ More Natural, Conversational Experiences

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Handle Calls Smarter And Faster

+ Easily Configure Routing Based On Business Needs
+ Send Customers To Right Agents With All Key Info / History
+ Access Data From Our Omnichannel Contact Center CRM

Empower Customers To Self-Serve

+ Secure Payments Within The IVR
+ Automate Routine Issues / FAQs To Reduce Volume
+ Callback, Digital Channels, and Wait-Time Options

IVR Brief

Maximize Every Customer Call Opportunity

Optimize your contact center’s customer self-service and call routing with our advanced IVR, powered by AI.

LiveVox [IVR / desktop screens]

Build Customer-Friendly IVRs With Ease

Craft the perfect contact center IVR workflow and experience for your customers using:

  • An intuitive drag-and-drop interface
  • 40+ pre-built modules
  • Best-practice templates
  • 3rd-party app integrations
LiveVox [man / looking at IVR screen]

Adapt Your IVR On The Fly

As your business adapts and evolves to change, our IVR gives you flexibility to:

  • Upload your own recordings
  • Use multi-language Text To Speech (TTS)
  • Access our library of pro voice talents
LiveVox [crm / screen]
Cloud IVR Bundle

Identify And Verify Customers Fast

Quickly authenticate callers using customer inputs plus CRM data and pass that key information to your agents:

  • Complete customer profiles
  • All inputs in the IVR
  • Full interaction and ticket history
Cloud IVR Bundle

Route Customers The Right Way

Get your customers where they want to go the first time, every time, based on customer profiles and IVR inputs:

  • Match customers with the right agents
  • Give VIPs priority in hold queue

  • Get back to same agent if disconnected

Transform with speech analytics
LiveVox [customer / preferences]
Two-Way Messaging Bundle

Add In SMS And Email

Make your IVR so much more than a voice solution by building in omnichannel capabilities:

  • 2-way messaging alternatives
  • Triggered SMS/email alerts with self-service links
  • Digital consent capture
IB Contact Center Bundle

Integrate With 3rd-Party Applications

Beyond omnichannel and CRM integration, you can easily bring 3rd-party apps into your contact center IVR workflows:

  • LiveVox partner payment vendors
  • Existing systems and payment processors
  • Data capture to optimize routing and screen pops
Transform with speech analytics
AI Virtual Agents for Inbound Call Routing
LiveVox WFO

Use AI For A Conversational Touch

With AI powering your IVR, you can create a more helpful, more natural experience for customers:

  • Customers can speak and make inputs in their own words

  • Capture intents and optimize journeys

  • Options include conversational IVR, chatbots, Intelligent Virtual Agents

The Cloud Contact Center Platform That Does IVR Differently

Self-Service
  • Powerful Conversational IVR
  • Integrate Triggered SMS And Email
  • Webchat, Chatbots, Intelligent Virtual Agents


Omnichannel / AI
  • Meet Customers On Their Channels Of Choice
  • Provide AI-Powered Self-Service Options
  • Voice, Chat, SMS, Email, And More


Contact Center CRM
  • Keep All Your Systems Synced In Real-Time
  • Channels, Customer Data, Plus Ticketing History
  • Agent Desktop In A Single Pane Of Glass

Automatic Call Distributor (ACD)
  • Route Calls To Right Agents
  • Fast Data ID And Response
  • Works On-Site And Remote

Business Performance & Analytics
  • Real-Time Analytics Dashboards
  • Data / Insights Refresh Every 2 Hours
  • Access Over 150 Reports


Omnichannel CSAT
  • Survey On Digital Or Voice Channels
  • Automate Response Actions
  • Integrates With Contact Center CRM

Intelligent Virtual Agents
  • Fast, Accurate Self-Service
  • No Code, No Engineering
  • Assist Live Agent Escalation

Speech Analytics
  • Search And Score All Interactions
  • Track / Identify Changes In Sentiment
  • Learn Customer Intents And Optimize


Secure Payment Capture
  • Protect Customer Information
  • Self-Service Payment Option
  • Offload Payment Security Burden

Prior to LiveVox, we were using several different applications across voice, email, and SMS. With LiveVox, all of our channels are on a single platform, providing our agents with the insight they needed to immediately identify and service the customer, regardless of the channel.

—Tom Nusspickel | COO, American First Finance

“LiveVox was essential to accelerating our evolution to a digital-first model. This was the platform where we could introduce the power of digital channels in order to connect with consumers. So it was actually a way to accelerate our thinking around omnichannel.”

VP, Strategic Development, Business Servicer

Dive Deeper Into IVR And Workflow Routing

Check out Frequently Asked Questions below.

Essential features of a call center IVR system?

An IVR system, or Interactive Voice Response system, is a vital component of efficient call center operations, streamlining customer interactions and simplifying the overall customer experience. Utilizing advanced technologies like natural language processing and artificial intelligence, a modern IVR system ensures seamless navigation, increased first call resolution, and significantly reduced wait times for callers. By implementing such an innovative system, call centers can effectively increase customer satisfaction and loyalty, while also improving agent productivity and overall operational efficiency.

One essential feature of a robust IVR system is its ability to automate routine tasks and provide self-service options to customers, such as checking account balances, submitting service requests, or providing frequently asked questions. This enables call centers to focus their resources on high-priority and complex queries, leading to enhanced agent productivity and reduced overall operational costs. Additionally, an effective IVR system is adaptable, enabling seamless integration with various CRM platforms, and is customizable in terms of call flow design and user interface. With features such as call recording, analytics, and real-time monitoring, call center managers can optimize their IVR system to identify areas for improvement and make data-driven decisions for enhanced customer experience.

What is an Interactive Voice Response (IVR) System?

Interactive Voice Response (IVR) enables users to interact with a phone system through the use of voice commands and DTMF tones input using a keypad:

  • IVR systems are able to direct users with pre-recorded or dynamically generated audio.
  • IVR systems can handle large call volumes and are also used for outbound calling since they’re “smarter” than many predictive dialer systems.

IVR systems can be employed in a variety of ways:

  1. Mobile purchases
  2. Making payments
  3. Customer service
  4. Placing orders
  5. Managing utilities
  6. Travel info
  7. And more…

Note: an automated attendant is NOT an IVR. An IVR takes input, processes it, and returns a result, but an automated attendant is designed to route calls.

Benefits of an IVR System

1.  Intelligent call routing

By integrating your IVR system with a unified CRM, you have the power to intelligently route calls based on the caller’s phone number:

  • Users can automatically be directed to the last agent, high-value customers can be placed first in the queue, and specific language needs can be met by the right agents—among many other benefits.
  • By optimizing intelligent routing to fit your customer’s journey, you can reduce abandon rates, decrease hold times, and offer tailored IVR callback options when volume is especially high.

2.  Support for busy times and disaster recovery

IVR systems gives companies options for callers to self-serve and leave voice messages:

  • Even during times of high demand, seasonal peak activity, or emergencies, an IVR supports the contact center by reducing pressure on your agents.
  • Automating simple tasks is easy, such as common questions dealing with account info, order status updates, or payment due dates.
  • A modern IVR system can ensure messages and menu options can be quickly and easily modified during peak times.

3.  Improving the customer journey 

Without the right planning, IVR systems might frustrate callers with complex and clunky designs:

  • Today, IVRs are aligning with the customer journey, using clear messages that accurately reflect the company’s brand and deliver a powerful self-service tool for users.
  • If a caller needs to talk with an agent, information collected in the IVR is seamlessly transferred and provided to the most appropriate agent to handle the interaction—improving productivity and reducing frustration for everyone.
  • A well-built IVR with advanced speech recognition capabilities enables callers to self-serve outside of typical business hours 365 days a year.
  • Using an IVR, you can create rules to route certain callers for faster service or specific needs.
  • Priorities can be set based on customer status, amount of debt, or estimated vulnerability based on previous interactions.

Regular testing and tuning of the IVR is key to ensuring you continue to improve the customer journey, versus bottlenecking customers with a complicated or inefficient flow.

4.  Measuring customer satisfaction

IVR surveys after each customer interaction help to provide accurate Customer Satisfaction (CSAT) scores that can be valuable to your business:

  • These scores can help give you a sense of how individual agents are performing, according to customers.
  • This is useful feedback when it comes to training or rewards programs.
  • By making your on-hold experience more robust, you can improve customer satisfaction, plus reduce dropped calls and hang-ups at the same time.

5.  Improving the agent experience

Routine calls and common questions are prime candidates for IVR routing:

  • When callers are able to self-service by means of an IVR, you can free up your agents to handle more complex customer interactions across all your channels.
  • Not only does this reduce the amount of repetitive “busy work” for your agents, it also can improve agent efficiency.
  • By employing Text to Speech (TTS) in your outbound calls, an IVR enables you to offer welcome messages to customers, inform them about special offers, send reminders, or sometimes handle entire requests with no agent intervention.
  • Other technology, like Automated Speech Recognition (ASR), helps the IVR comprehend the nature of a call with speed and accuracy.
  • The IVR can either help to fulfill the request via customer self-service, or direct the call to a live agent and automatically provide all relevant customer information, eliminating the need for manual lookups.

An effective IVR system should allow decision-makers and managers to modify call flows and menus with ease, using customer feedback as a guide, or in case of an evolution in your strategic process. The right solution should give you the power to develop complex IVR flows, launch menus, create recordings, and more all through an easy-to-use, point-and-click interface.1.  Gather, analyze, and apply insights from data

Data that measures key metrics of your agent and customer experience is crucial for making improvements to your self-service process. But raw numbers alone aren’t enough—your IVR solution, and technology partner, should make it easy to glean insights from that data and then implement those learnings to fine-tune your system.

2.  Learn from your agents at every step

Who are your best agents? They’re the ones who consistently deliver the best service to your customers, fulfilling requests with care, speed, and a personal touch. By observing these agents work, you can identify best practices and opportunities—specific to your business—that can help create an even better experience for your customers (and your agents). 

3.  Bring your best agents into the system design process

Are your best agents actively serving on project teams tasked with designing your self-service processes and flows? If not, you could be missing out on valuable insights from the people who are most familiar with the day-to-day needs and requests of your customers. They can also help monitor systems, test them, and give you insights into the behaviors of your customers.

4.  Empower your agents to inform customers about self-service options

Make sure you take the time to train your agents on the types of self-service options available to your customers, the advantages of those alternatives, plus how and when best to make use of them. This way, your agents will be equipped to point customers in a helpful direction.

5.  Unify your IVR with your CRM

By integrating the systems in your contact center, specifically connecting your IVR with your CRM, you can capture customer information during self-service and then deliver it to your agents to help provide a personalized touch to each interaction.

6.  Listen to customer feedback

It’s important to hear customer comments when things go right. But it’s even more crucial to hear their input when interactions aren’t smooth or go off the rails entirely. By learning from the good and the bad, you’ll know what to continue doing in the future—and what you need to change or overhaul going forward.

7.  Make it easy for your customers to reach your agents

Exceptional self-service isn’t just about helping your customers fulfill requests on their own. You must also ensure your customers can reach a live agent when they want or need one. To make this process quick and easy, offer the following capabilities:

  • Ability for your customers to connect with an agent in your top-level IVR menu
  • A clear path to exiting your IVR, mobile app, or chat window
  • Phone numbers, email addresses, and contact links prominently displayed on your website and app
  • Multiple channels to give customers more options and flexibility (voice, email, SMS, webchat, social media, etc.)
  • Web forms that streamline the process for asking questions, sharing comments, and gathering other customer input
  • Contact numbers and self-service alternatives posted in relevant online communities, such as social networks and forums

Be on the lookout for continuous improvement opportunities

As we mentioned before, gathering raw data about your self-service processes isn’t enough. You always need to be thinking about how best to apply the insights from those numbers. Ask yourself: why do your customers reach out to your business? Which types of interactions do you want to increase and which do you want to reduce?

Speech Recognition and Natural Language Processing (NLP)

By itself, the benefits of Speech Recognition seem limited these days. Yes, the technology enables customers to interact with your systems via voice—but it’s designed to recognize only a limited set of inputs of phrases.

In combination with NLP, however, you can offer more freedom and flexibility to your customers when they interact with your business:

  • Together, Speech Recognition and Natural Language Processing (NLP) let customers communicate with your systems in their own words.
  • Users aren’t restricted to a specific, pre-defined set of inputs or phrases.
  • Not only can your systems recognize the user’s unique speech, it will also respond in a way that automatically learns over time.

NLP is the core technology behind today’s AI-enabled solutions, including conversational IVR, chatbots, and AI Virtual Agents:

  • It creates a more natural dialogue between your customers and your systems
  • Customers have the ability to interact freely when self-servicing
  • Machine learning enables your system to get smarter the more it’s used

Implementing these two technologies together means your customers can quickly and easily reach the right self-service option—using their own words, instead of being forced to interact via touch-tone.

Game-Changing Voice Capabilities

  • Automated, Preview, Manual, and Human Call Initiator (HCI®)

  • Text to Speech
  • Screen Pops
  • Voicemail Management
  • ACD with Dynamic Routing
  • LCID and Answering Machine Detection
  • Call and Screen Recording
  • 3rd Party API Integration
  • Secure Payment Capture
  • Agent and Manager Chat
  • Campaign and List Management
  • Granular Outreach Restrictions
  • Consent Management
  • Content Library
  • Quality Monitoring and Performance Reporting
  • Unified CRM and WFO Functionality
  • Agent Coaching
  • CRM Integration
  • Outbound Attempt Supervisor
Omnichannel / AI Brief

Deliver Frictionless Experiences Across Channels

See how LiveVox’s Omnichannel / AI tools help make life easier for your customers and agents with easy, connected, cross-channel conversations.

LiveVox [brochure / Omnichannel]

What Are Your Advantages With LiveVox?

Transform your contact center's performance with a proven cloud platform that's actually easy to use and optimize.


Billions of Omnichannel interactions powered every year

Trusted by game-changing clients for more than 20 years

Recognized by the industry's leading analysts

Fully-Integrated Public Cloud Platform

+ Unified Tools, Channels, And Data To Maximize ROI
+ Fast, Easy, And Cost-Effective To Scale And Optimize
+ Turnkey Omnichannel / AI / Analytics Out-Of-The-Box

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AX Workplace Made For Contact Centers

+ Integrate It All, Including Agent Workflows, In One Screen
+ Smart, Simple, And Seamless Cross-Channel Interactions
+ Easily Push And Pull Data From Your CRM / Other SORs

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Scalable, Flexible, Reliable, And Secure

+ 100% Public Cloud Infrastructure And 24/7/365 Support
+ Easily Configure Our Modules, APIs, And Growing Partner Network
+ End-To-End SLA / High Availability And Enterprise-Grade Security

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Certifications

LiveVox is proud to be both PCI and SOC 2 Compliant.

 

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creating a Conversational AI Powerhouse.

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creating a Conversational AI Powerhouse.

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