A whole new way to manage your phone channel
A whole new way to manage your phone channel
Bring together powerful inbound, outbound and IVR capabilities with cloud flexibility into a single agent desktop. That’s the promise of LiveOps Voice. With unprecedented flexibility, agility and control in your contact center, your agents are empowered to deliver a better customer experience with every single call.
Imagine being freed from the rigidity of antiquated on-premise systems and instead managing calls with ease, even across multiple centers or with a distributed workforce. Suddenly you realize benefits throughout your entire phone channel:
Features and benefits
Features and benefits
Inbound calls
Inbound calls
Intelligent routing
Intelligent routing
Route calls to the best available agent, regardless of their location or telephony transport method (PSTN or VoIP)
Flexible distribution
Flexible distribution
Deliver your calls to agents anywhere across the globe via toll free or direct dial numbers via SIP (if connected to the LiveOps data center) or to a PSTN network of your choice
Outbound calls
Outbound calls
Wrap-up codes
Wrap-up codes
Enable agents to note for future follow-up, add to DNC list and more
Blended inbound/outbound agent states
Blended inbound/outbound agent states
Provide flexibility for agents to quickly change tasks based on real-time needs
Automated dialing
Automated dialing
Use automated preview and progressive dialers to let your agents focus on delivering service, not dialing numbers
Interactive voice response (IVR)
Interactive voice response (IVR)
Powerful customization
Powerful customization
Easily customize your own IVR, including speech applications, touchtone call routing, secure transaction processing, and post-call surveys
Predefined templates
Predefined templates
Leverage our collection of optimized IVR templates based on best practices
Drag-and-drop interface
Drag-and-drop interface
Make adjustments in a snap and incorporate intelligent routing based on customer information into your call flows
Integrated agent desktop
Integrated agent desktop
100% web-based
100% web-based
Let agents manage inbound and outbound calls from anywhere
Channel pivot
Channel pivot
Enable agents to respond and engage across different channels, including from public to private.
Third-party integration
Third-party integration
Easily integrate with CRM platforms and proprietary desktops using URL-triggered screen pops
Desktop API
Desktop API
Lets you build a customized UI to fit your needs.
LiveOps for Salesforce
LiveOps for Salesforce
Open CTI integration
Open CTI integration
Enables you to take full advantage of LiveOps Voice phone panel within Salesforce on any platform/browser, including Mac
Bidirectional data exchange and synchronization
Bidirectional data exchange and synchronization
Ensure seamless integration with Salesforce to increase agent productivity and enhance customer experience
Agent presence or availability information
Agent presence or availability information
Ensure that every call is routed to the best available agent
Inbound/outbound screen pops with customer case details
Inbound/outbound screen pops with customer case details
Gain instant visibility and insight so agents can see who is calling and view customer details
Blended inbound/outbound agent support
Blended inbound/outbound agent support
Enables agents to take both inbound calls during spikes and dial outbound calls during lulls in call volume
Automated case update and voicemail attachments
Automated case update and voicemail attachments
Update Salesforce cases automatically with complete interaction details and recordings
Automated outbound with preview/progressive dialers
Automated outbound with preview/progressive dialers
Remove manual outbound dialing so that your agents can focus on delivering better results
Click-to-dial capabilities
Click-to-dial capabilities
Optimize agent productivity within Salesforce