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Call Deflection Using LiveEngage

If you have an Interactive Voice Response Deflection system, you can now integrate it with LiveEngage in order to deflect calls to chat, lowering the number of calls occupying your agents, decreasing the length of your queue and optimizing your customers’ mobile experience.

When customers call you, they are diverted via the IVR to chat via a LiveEngage campaign that is specifically designed to target callers. Customers receive a link via SMS and can click to start a chat with an agent, saving them time and increasing customer satisfaction.

LiveEngage uses a dedicated campaign on your website to target visitors who have been redirected via the IVR system. Make sure that you have created a designated landing page and set it as the engagement location.