Features

With our advanced features we help you create a “wow” customer experience across all channels.

Agent’s performance

Get an insight into your team’s performance, utilization, and activities.

analytics, category-features

AI-powered customer segmentation

Segment and group all your customers by their behavior, purchase potential and lifetime value so you could both benefit the most.

automation, category-features

Analytics

Analyze and use AI to predict business trends so you make data-backed decisions.

analytics, category-features

Appointment calendar

Live algorithm intelligently process all relevant information such as available resources, working time, free slots and much more so the solution can propose the most appropriate timeslot for the end-customer.

category-features, productivity

Audio

One-click call over the internet. This feature enables your customer to serve international clients easily - eliminating the phone barrier.

communication, category-features

Audit log

Easily track and diagnose all changes made based on what, who and when a change happened.

compliance, category-features

Automated campaigning

Drag and drop the most important KPIs so you could easily create your own dashboard.

automation, category-features

Callback

Your clients don’t need to wait in long ques when your agents are super-busy, just give them a possibility to let you know their preferred time for communication and the agents can call them back.

communication, category-features

Canned response

Improve client resolution process with automated pre-written messages.

category-features, smart-call-routing

Chat

Enable your website visitors to start a quick conversation with you. This feature will allow you to instantly feel customers’ pulse by having a personalized customer experience over easy to administrate embedded website chat.

communication, category-features

Chatbot

A bot that speaks your language, understands dialects and street talk. It also recognizes context and follows up questions while handling multi-line messages, offensive language handling, and if needed, seamless transfer to a human agent is also available. All this comes with a high precision rate of > 95%.

communication, category-features

Co-browsing

Collaborate with end clients in real-time, identify the issue and navigate your clients towards the solution much faster than just blindly guessing the problems and explaining the solution.

communication, category-features

Complaint management

Customize your complaint management process with a powerful engine that allows you to automate all processes from the first customer contact to the issue resolution as well as agent escalation smart dispatching.

compliance, category-features

Compliance tool

All in one eIDAS compliant tool for digital onboarding and identity confirmation processes. Fully embedded digital signature solution. Live third-party connector enables companies to integrate with digital signature vendors so you can bundle all needed solutions into one place.

compliance, category-features

Conversation routing (UACD)

No more conversations left unassigned. Set routing rules so that incoming conversations are automatically routed to the right person or a team.

category-features, smart-call-routing

Dashboard

Drag and drop the most important KPIs so you could easily create your own dashboard.

analytics, category-features

Debt collection management

Enhance debt collection operational efficiency with an intelligent platform that continually optimizes processes over BPM engine in order to deliver the ideal customer experience.

automation, category-features

Email

Handle all email communication completely inside Live. Use templates to easily answer most frequent & repetitive questions, associate emails to appropriate resources, and get insights by deeply analyzing context from both - mass emailing or personalized emails.

communication, category-features

Field soldiers' management

Model, automate and execute sales and support. Drive processes through the BPM engine that uses the IMPB app so you can optimize any kind of field-related tasks by deploying a dedicated work order to any device.

category-features, productivity

GDPR management

All your customers' data collected, stored, and processed in accordance with GDPR.

compliance, category-features

Integration wizard

Make the most of your work without a need for shifting between the different solutions to close the activity. Use Live integration wizard which helps you easily integrate with your everyday apps and streamline your work into one solution.

category-features, integrations

Intelligent routing

Prioritize communication by channel, client status and importance, agent skills and a lot more. Don't let your abandonment rate go above 4%.

category-features, smart-call-routing

Lead management

Automate the likelihood of success for every lead and opportunity entered in CRM. Our engine will intelligently walk you through the lead nurturing and sales process so you could close more deals faster.

category-features, productivity

Off-the-shelf ticketing management

Solution that connects all relevant factors such as communication, client data and internal resources to improve collaboration and reduce ticketing resolution time.

automation, category-features

Phone

Connect Live with your telephony provider and manage all your inbound and outbound calls, set up preferred agent and working time so you could easily schedule regular and get back calls. Smart reminders and call logs help you record and analyze every interaction and enable your system to become your proactive assistant.

communication, category-features

Powerful API's

Live Platform enables full process standardization over a powerful API center. Easily unify all systems and processes into one centralized place for maintaining.

category-features, integrations

Private threads

Easily communicate internally through private treads that empower and speed up team collaboration in all sectors from customer support to the sales department. No need for additional collaboration tool.

category-features, productivity

Reporting

Easily track and diagnose all changes made based on what, who and when a change happened.

analytics, category-features

Self-service customer portal

Empower customer experience with a self-service portal where they can view all necessary data at any time and make fast decisions.

automation, category-features

SLA activity monitoring

Maintain all SLA’s from one centralized place that will help you set up and monitor all contracted events and triggers in a way that you’ll never miss anything important.

automation, category-features

SMS

Engage with your customers in real-time, via automated SMS messaging that helps you notify clients about the most important updates.

communication, category-features

Social networks

Utilize the power of social for multi-channel messaging for sales, marketing, and support. Automatically capture new leads from social media while enabling seamless support for your customers.

communication, category-features

Surveys

Run fully automatized scripts which will help you get customer feedback from any channel you prefer. No matter if you use telephone or web surveys you could set up them either anonymous or personalized depending on your needs.

automation, category-features

User and role management

Assign user roles, define permissions, control processes, and monitor user access to information with Live.

compliance, category-features

Video

Digital customer onboarding and trusted signing process is easier than ever with video and identity confirmation. Utilizing these features enable a fully secured and smooth customer authentication process.

communication, category-features

Visual IVR editor

Visual interface to build IVR tree, speech recognition, natural language understanding, text-to-speech, and multilingual capabilities. Custom menus and Intelligent routing enable you to incorporate automation and bots as well as payment processing (Telebanking) into one solution.

category-features, smart-call-routing

Work time management

Monitor, administrate and proactively manage active and inactive business hours of your contact centre so you can meet customers' needs by setting up appropriate messages or by transferring the call to emergency numbers.

category-features, productivity
Can’t find a feature you need?
No problem, contact us without any obligations to check if we already have it or is it in our pipeline.
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