LiveOps Voice™

True next-generation contact center with WebRTC

LiveOps Voice, an integral part of the LiveOps multichannel cloud contact center, is an advanced next-generation voice solution providing TDM and WebRTC-enabled communications.  With the new LiveOps Voice, your business can deliver sophisticated inbound and outbound voice interactions, and create a true virtual contact center with industry-first, voice-enabled browser for the agent desktop to manage all aspects of customer interactions.

Inbound calls

Create sophisticated and personalized call routing strategies to increase inbound call resolution with advanced call management and dynamic business rules. LiveOps Voice intelligently routes customer calls leveraging real-time CRM data and contact center-specific goals (i.e. service level) to deliver the caller to the best available contact center agent the first time.

Outbound dialing

Take proactive communications to a whole new level with automated outbound dialing built into each aspect of customer interaction so that your agents can focus on delivering better customer experience. LiveOps Voice allows you to create and deliver result-oriented campaigns leveraging outbound capabilities with preview, progressive, and predictive dialing.

Blended inbound/outbound

Seamlessly integrated inbound and outbound calling leverages highly customized business rules that optimize your agents’ utilization and improve operational efficiencies.

Robust functionality and rich features

   

Intelligent call routing

  • Skill-based routing to match customer inquiry with the right agent ensures First Call Resolution
  • Service-level routing to meet your customer service requirements and optimize operational efficiencies
  • Priority-based routing to prioritize routing for tiered customers and urgent calls to the top of the queue
  • Performance-based routing to the highest-ranked, or cost-based agent to increase agent productivity
  • Data-based routing to optimize customer experience by leveraging CRM customer profile and past interactions
  • Smart queue routing to offer callback option based on pre-defined queue time to give customers choice and flexibility
  • Post call survey for immediate feedback directly from your customers

Superior outbound communications

  • Preview dialer enables your agents to view customer record prior to outbound call for improved dialogue
  • Progressive dialers to automatically accelerate outbound call campaigns
  • Predictive dialer leverages sophisticated algorithms to maximize outbound calls while limiting abandon rates
  • List management to scrub phone numbers against Federal and in-house DNC lists for compliance

Smart business analytics

  • Real-time dashboard to monitor agent performance and display up-to-second KPIs
  • Call visualizer provides graphical breakdown of queue, talk, hold, and wrap-up time for each call
  • Extensive historical reports for complete visibility into contact center operations
  • Voice and screen recording captures all customer interactions with zero cap restrictions

Multi-option voice agent desktop

  • Wide-range of voice support options including TDM, VoIP, and WebRTC.
  • Industry-standard WebRTC-enabled softphone embedded within browser-based agent interface
  • Cross platform support for Google Chrome and Mozilla Firefox
  • Full call control to adjust status, select call types, transfer and conference calls, and wrap-up
  • Real-time screen pop for agent visibility with connectors to Salesforce, Microsoft Dynamics, Zoho, Zendesk, and other leading CRM systems
  • Interaction history for previous call, chat, email, social, and SMS interactions in one place
  • Channel pivoting for a seamless cross-channel experience while maintaining conversation integrity with the same agent

Complete business control

  • Web-based administrator to simplify contact center management with the ability to provision, deploy, and monitor all operations
  • Drag-and-drop call flow authoring tool to create sophisticated call flows with no need for programming skills or IT involvement
  • Centralized management to enable managers and operations to dynamically change routing rules based on current business needs
  • Powerful integration through an open API framework that yields greater flexibility and quality of integrating to 3rd party enterprise applications

True cloud advantage

  • Scalable platform with on demand capacity
  • Industry-proven reliability handling billions of transactions every year
  • Multi-layered security and industry standards compliance (PCI, SAS 70, SOX 404, HIPAA)
  • Continuous upgrades for access to latest technology and product enhancements