Call Center Software
Virtual call center software with IVR, call routing, and unlimited recordings for efficient phone support.
Executive Summary
LiveAgent's Call Center Software provides a comprehensive virtual solution designed to streamline customer phone support operations. It offers essential features such as Interactive Voice Response (IVR) for automated call handling, intelligent call routing to direct customers to the right agents, and unlimited call recordings for quality assurance and training. The platform is cloud-based, ensuring quick setup and ease of use without extensive IT involvement, making it accessible for businesses looking to enhance their customer service capabilities. Beyond core call management, LiveAgent integrates with a broader customer support ecosystem, including ticketing, live chat, and social media helpdesk functionalities. The software supports both inbound and outbound call center operations, enabling businesses to manage incoming customer inquiries efficiently and conduct proactive outreach. With its robust feature set and flexible pricing, LiveAgent aims to empower support teams to deliver exceptional phone-based customer experiences.
Use Cases
- Managing inbound customer service calls with IVR and intelligent routing.
- Conducting outbound sales or support calls to prospects and customers.
- Recording all customer interactions for quality assurance and compliance.
- Providing a unified agent interface for phone, chat, and ticket support.
- Setting up a virtual call center quickly without complex infrastructure.
Features
Visibility
- Agent Availability Management: Tools to monitor and manage agent status and availability for incoming calls.
- Real-time Call Queue Monitoring: Overview of active calls, waiting calls, and agent performance in real-time.
Intelligence
- AI for Support Ticket Responses: Utilizes AI to assist agents in crafting efficient and accurate responses to customer inquiries.
- Automated Call Systems: Features like IVR and call routing automate parts of the call handling process.
Support
- IVR (Interactive Voice Response): Automated phone system that interacts with callers, gathers information, and routes calls.
- Call Routing: Directs incoming calls to the most appropriate agent based on skills, availability, or other criteria.
- Unlimited Call Recordings: Records all phone conversations for quality assurance, training, and compliance purposes.
- Inbound Call Center: Manages incoming customer calls efficiently with advanced routing and queue management.
- Outbound Call Center: Enables agents to make outgoing calls for sales, support, or proactive customer engagement.
Technical Specifications
- Architecture
- Cloud-based
- Deployment
- SaaS
- API Available
- Yes
Infrastructure
- AWS
Integrations
- Zapier
- ChargeDesk
Security & Compliance
Certifications: SOC 2 (via AWS), GDPR, CCPA
Encryption: End-to-end encryption
Pricing
- Model
- Per agent per month
- Starting Price
- $15/month (starting)
- Target Customer
- SMB,Mid-Market
- Free Trial
- Yes
About LiveAgent
LiveAgent is a comprehensive SaaS platform that provides an all-in-one customer support solution, centralizing communications across email, live chat, social media, and phone. It offers features like ticketing, a built-in call center, knowledge base, and analytics, enabling businesses to streamline customer service and enhance satisfaction, with capabilities for AI integration.