LiveVox's Automatic Call Distributor (ACD) is a key component of our cloud-based contact center platform, designed to efficiently route incoming calls to the most appropriate agents based on predefined criteria. We helps optimize call handling by directing calls to the right agents, reducing wait times, and enhancing customer service. Our ACD functionality is part of our omnichannel Cloud Contact Center (CCaaS) platform, which caters to small and medium businesses seeking to automate customer support across various communication channels for improved customer satisfaction.

LiveVox Unified CRM (U-CRM) syncs information across systems to keep the customer at the center of every interaction. It helps in centralising and standardising key customer information and interaction history, across all communication channels and applications, into a single database. It creates unified customer profiles with insight across the entire customer journey for improved targeting and segmentation.

LiveVox WFO/WFM powers you with Modern Workforce Management (WFM), to plan and execute intelligent, data-driven staffing strategies. It helps keep your workforce engaged, happy, and high performing, and operates an agile, dynamic, and collaborative workplace. It also empowers agents to improve their job satisfaction by providing scalable digital training and performance feedback. You can also access data-driven insights that can mitigate regulatory risk and increase efficiency while decreasing costs.

A complete connectivity solution including cloud-based VoIP phone service, SD-WAN, wireless backup, and Internet Service Provider (ISP) management that eliminates connection issues while reducing expenses. It enables your agents — whether on-site or remote — to easily take and make calls while also maximizing productivity, providing great customer experiences, mitigating compliance risk, and enhancing your lead generation capabilities.

LiveVox’s full CCaaS suite is purpose-built specifically for contact centers and integrates Omnichannel, WEM, Analytics and AI into a powerful command center that gives you complete control over contact center performance. LiveVox is made by and for contact center strategists. All of our tools are designed to be easy to use, without the need for in-house technical expertise. The core platform, as well as a vast range of additional capabilities, can be configured and activated rapidly and we offer ongoing strategic and technical support.