Contact Center

LiveVox Overview

October 21, 2022

The October 18th, 2022, Telarus Tuesday call welcomed Aaron Acree, National Account Director, LiveVox. LiveVox talks about their true differentiators; they won’t say “white glove service”; find the sweet spots, where to look for opportunities, and a case study where Speech Analytics was the critical win. The entire recording can be viewed here.

About LiveVox

With over 20 years of cloud contact center expertise, LiveVox helps clients maximize their potential in an ever-changing business environment with a single view of the customer while using battle-tested risk mitigation and security tools. 

LiveVox Overview

LiveVox has been in the channel for 16 months and has demonstrated its expertise.  They have over 14 billion multichannel facilitated interactions annually.  LiveVox employs over 500 people around the globe.  And they host a fully-featured compliance suite with an 11-0 positive TCPA court record.

LiveVox boasts about their industry-leading uptime and reliability through their high availability cloud architecture.  They have robust BCDR and Security, including data centers in the United States and Canada, and are AWS, PCI-DSS, and SOC II Certified.

  • Frictionless Agent and Customer Experiences
  • One Unified Platform
  • Comprehensive Risk Mitigation
  • Easy Integration
  • Reduced Total Cost of Ownership
  • A Partnership you can trust.

Fully Integrated

Unifies messaging channels, CRM, AI, and WFO functionality in one place, providing a single pane of glass view.

  • Unified CRM
    • Their purpose-built CRM synced information across systems to keep the customer at the center of every interaction.
  • Modern WEM
    • Easy-to-use, easy-to-activate tools to help expand productivity and compliance in your contact center from any starting point
  • Omnichannel AI
    • LiveVox meets customers on their channels of choice, including Voice, Email, SMS, and Webchat, and utilizes AI to exceed their expectations.

When does it make sense to engage LiveVox?

The Sweet Spot

Different AI Capabilities Made Simple & Easily Tailored to Specific Business Needs

AI-Enabled by LiveVox’s Purpose-Built CRM 

  • Virtual Agents
    • Create personalized self-service experiences using integrated CRM customer data
  • Business Intelligence
    • Easily set up and manage machine learning models to optimize contact center performance.
  • Workflow Management
    • Optimize the flow of customer inquiries based on consumer intent and agent availability
  • Chatbots
    • Optimize SMS and Webchat conversations and provide automated responses based on customer intents
  • Agent Assistance
    • Guide agents to ideal customer outcomes and ensure accuracy and compliance during every interaction
  • Speech Analytics
    • Mine conversations for insights automatically monitor, analyze, and score 100% of interactions.

Next Steps

For more detailed information discussed in the call, please watch the recording on YouTube! The entire recording is available here.

To learn more about LiveVox, visit