Benefits

Automatic transfers
Saves money and time of support agents
Increases first contact resolution
Unlimited custom choices
Increases customer satisfaction

Usage examples

LiveAgent gives you endless possibilities to provide a seamless customer experience over email, chat and phone. Now, with a built in call center.

Call Center Departments

Let your customers enter a prompt and direct them to the correct department so they get appropriate help instantly.

Language Options

Fetch the name of your customer from your CRM and have LiveAgent generate an automatic greeting message with API.

Product-Focused

Connect the customers with support for the specific product of yours and avoid usual switchover between lines.

After-Hour

Connecting after business hours is great way to serve the customers with information what they need and when they need them.

Advertise Sales

Connect your Sales Reps with customers via streamlined communication consisting of chats, tickets, calls or social media interaction.

Example of department transfers

See an IVR tree with two available department choices below. Customer can either choose Sales department or Technical department (choice).

Hello, you’ve reached [Company Name]. Please choose from the following menu options:

  • To speak with a Sales representative, press 1.
  • For technical support, press 2.


This saves customer’s and company representative’s time. No extra transfers are needed, when a customers reaches the right department immediately.

Record a custom sound for each automatic department transfer (play).
Add music that is being played before a representative answer the call (online/play).
If there is not an available agent, a customer can leave a voicemail (offline/voicemail).

  
start:
  - choice:
      1:
        name: Sales department
        play: http://www.example.com/sound-sales.mp3
        do:
          - transfer:
              to: salesDep
              if:
                online:
                  - play: http://www.example.com/welcome.mp3
                  - ring
                offline:
                  play: http://www.example.com/voicemail.mp3
      - voicemail
      2:
        name: Technical department
        play: http://www.example.com/welcome.mp3
        do:
          - transfer:
              to: techDep
              if:
                online:
                  - ring
                offline:
                  play: http://www.example.com/voicemail.mp3
      - voicemail

For more advanced examples see our IVR knowledge base.

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  • IVR, Attended transfers, Priority or random routing
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