Customer Story
How LiveVox streamlines voice and SMS communications and with Elastic SIP Trunking
Discover how a leading contact center platform leverages Sinch’s Elastic SIP Trunking to create seamless customer callback experiences across channels.
Customer Story
Challenge: Enable and simplify voice callback management for SMS communications
Solution: Implement Sinch's Elastic SIP Trunking for unified channel control
Results: Simplified operations and enhanced customer experience
“Sinch has truly empowered our platform by making it easy to manage both SMS and voice. Our clients appreciate the flexibility and seamless callback features that enhance the customer journey.”
Since 1999, LiveVox has helped businesses create meaningful connections with their customers through voice, SMS, email, and chat. The cloud-based contact center solution was acquired by NICE in 2023, allowing them to help even more businesses improve their customer engagement.
But even for experienced players like LiveVox, managing multiple communication channels presents unique challenges. They faced limitations with their call routing system for SMS callbacks, which impacted the customer experience and increased their time spent on troubleshooting.
LiveVox’s search for a more integrated approach led them to Sinch’s Elastic SIP Trunk (EST) service. The solution offered exactly what they needed — the ability to unify their voice and SMS operations.
The EST service also provides LiveVox with comprehensive control over their communication channels. Through a single dashboard, their team can:
Sinch’s EST service brought immediate improvements to LiveVox’s operations. The unified dashboard significantly reduced the time spent troubleshooting issues, while the seamless callback functionality created a smoother experience for end users.
The platform’s stability and self-service capabilities have been crucial for LiveVox’s growth. They’ve successfully onboarded over 50 projects and hundreds of phone numbers. This scalability has been particularly important as LiveVox continues to expand its service offerings.
“Sinch has truly empowered our platform by making it easy to manage both SMS and voice,” said Oscar Orozco, Senior Voice Engineer at LiveVox. “Our clients appreciate the flexibility and seamless callback features that enhance the customer journey.”
The partnership with Sinch’s EST addressed LiveVox’s initial communication challenges and has prepared them for growth in the contact center landscape.
LiveVox plans to continue integrating Sinch’s voice and messaging services to broaden their communication offerings. They’re now better positioned to meet customer needs and adapt to market trends.
