Name: LiveVox CCaaS
Rating: 8.5 (4 reviews)
Author: LiveVox

Help Desk

Web and Video Conferencing

Customer Support

PHP Frameworks

Virtual Reality

Development

Academic Advising

Classroom Management

Learning Management

Online Learning

Education

Business Intelligence (BI)

Collaboration

VoIP

Workspace Planning

Enterprise

Accounting

Digital Banking

SaaS Spend Management

Finance and Accounting

Applicant Tracking

Corporate Learning Management

Diversity, Equity, and Inclusion (DEI)

HR Management

Leadership Development

Payroll

Professional Employer Organizations (PEO)

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

Business Internet Service Providers (ISPs)

Change and Configuration Management

Cloud Storage

Configuration Management Databases

Data Masking

Fraud Detection

High Availability Cluster

Incident Response

Infrastructure-as-a-Service

Integration Platform as a Service (iPaaS)

IoT Security

Log Management

Network Performance Monitoring

Storage as a Service (STaaS)

Threat Hunting

Information Technology

A/B Testing

Ad Serving & Retargeting

All-in-One Marketing

Content Management

Content Marketing

Data Management

Email Deliverability

Email Marketing

Marketing Automation

Retail Media Advertising

SMS Marketing

Social Media Management

Survey & Forms Building

Swag Management

Video

Web Analytics

Marketing

Field Service Management

Project Management

Professional Services

Customer Relationship Management (CRM)

Sales Gamification

Sales Performance Management

Sales

Intrusion Detection

Security

Aviation

Direct Secure Messaging

Fleet Management

Geographic Information

Legal Billing

Membership Management

OSS/BSS (Operations Support/Business Support)

Online Voting

Real Estate

Rental Property Management

Vertical-Specific

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Priority Matrix

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Document Locator

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Azurepath, LLC.

Omnichannel CX

Call Center Standard

Digital CX

Bright Pattern Contact Center

Vonage Contact Center (VCC) supports organizations with integrations for Salesforce, ServiceNow, or Microsoft Dynamics. VCC is cloud-based and integrates with CRMs to centralize customer data, and offers omnichannel features.

Priority

Premium

Vonage Contact Center

LiveVox CCaaS

Contact center software (often CCaaS) enables organizations to manage customer interactions across voice, email, chat, SMS, and social media. Key features include IVR, ACD, omnichannel routing, call recording, analytics, and CRM integration. Designed for support and sales teams, these platforms improve responsiveness and CX. Compare cloud-based solutions by features, scalability, and verified user reviews.

Contact Center

Financial Services

Leisure, Travel & Tourism

Arrivia

Quality Experience Management

Likelihood to Recommend

Usability

Contact Center Software

Workforce Optimization (WFO)

Agent dashboard

Validate callers

Outbound response

Call forwarding

Click-to-call (CTC)

Warm transfer

Predictive dialing

Interactive voice response

REST APIs

Call scripts

Call tracking

Multichannel integration

CRM software integration

Inbound call routing

Omnichannel inbound routing

Recording

Quality management

Call analytics

Historical reporting

Live reporting

Customer surveys

Customer interaction analytics

LiveVox

Contact center software allows companies to manage inbound and outbound customer communications across a range of channels at scale, and may or may not include call reporting analytics. These channels can include voice (phone), email, fax, VoIP, webchat, video chat, and social media platforms.

Enables agents to track and view their individual and team performance.

Authenticates inbound callers with a customer ID.

Allows agents to make outgoing responses via different communication channels (e.g. phone, SMS/text, live chat, messaging apps etc..).

Forwarding of calls to the appropriate agents.

Allows current agent to speak with new agent before call is transferred.

Dials multiple numbers at once and connects the salesperson if a live speaker answers.

Pre-recorded greeting and menu options a customer can select from a telephone keypad.

Open APIs, SDKs, and supporting documentation, that enable businesses to customize and build on the Contact Center platform.

Providing agents with a predefined conversation script.

Enables agents and managers to see the origin of the call.

Ability to collect, store, and share customer data across communication channels such as voice (phone), email, fax, SMS/text, video, web chat, and social media

Allows agents to access aggregated customer information and call history data, enabling them to view a comprehensive history of a customer’s interactions.

Automatic speech recognition (ASR)

Ability to offer speech-enabled IVR that translates callers’ spoken words into text, or ability to integrate with ASP software.

Natural language processing for IVR

Ability to offer conversational chatbots in the IVR.

Communications forecasting

Ability to predict volume based on historic data and/or machine learning, and generate schedules to meet forecasted capacity.

Tools that allow managers or team leaders to evaluate and track agent performance.

Connecting inbound callers to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.

Connecting inbound communications (coming from a variety of channels) to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.

Record conversations to improve service quality by evaluating agent-customer interactions.

Ability to monitor conversation content, administer evaluations, establish policies etc..

Gathers key performance indicators (KPIs) such as average time in the queue, average call abandonment rate, average handle time (AHT), average speed of answer etc..

Ability to analyze long-term call patterns and trends such as peak call times and downtimes.

Ability to analyze real-time agent-customer interactions such as how long a caller has in the queue and call script deviation.

Allows agents to gather post-interaction feedback from customers on the communication channel of their choice.

The process of taking unstructured interaction data across channels (audio, video, email, text etc..) and formatting it so that it can be searched and categorized based on interaction patterns.

Omnichannel support

Different customer interaction channels that a vendor may or may not offer.

Email

Voice (phone)

SMS/Text

Video channel

Live chat channel

Co-browse

Screen-share

Social media channels

Mobile applications

Predictive Analytics

Using artificial intelligence (AI) capabilities such as machine learning and natural language processing to enhance customer experience.

Intelligent call routing

Uses machine learning to connect calls to the correct agents based off previous interaction data.

Chatbots

Machine learning enabled chatbots used to handle more routine or simpler customer requests, freeing up live agents to deal with complex issues.

AI assistance for live agents

AI provided predictive suggestions for live agents based on customer history and real-time interaction.

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LiveVox CCaaS

Overview

What is LiveVox CCaaS?