LiveVox Inc., a leading provider of cloud contact center solutions, announced the launch of its Over-Dialing Protection feature as part of LVP 1.7.1, LiveVox’s latest product release. This allows user customizable limits on the number of re-queues allowed for any given account. Made possible by LiveVox’s cloud enabled rapid integration capabilities with CRM applications, contact centers can better manage regulatory and contract compliant strategies even with constantly shifting expectations.
According to Louis Summe, Chief Executive Officer, LiveVox, “Implementing effective compliance strategies requires the ability to simultaneously incorporate and control data from multiple applications and across multiple sites from a centralized location. For hardware-based architecture, this is extremely difficult, costly and time-consuming thanks to a convoluted integration topology. Through Cloud- Switching and open API’s, the LiveVox platform simplifies integration with other applications and easily merges a client’s existing systems to provide CRM dependent features like Over-Dialing Protection”.
Traditional site-based networks consist of individual hardware applications where data resides in a single location. The result is often a collection of disparate account, agent and call activity data. Therefore, managing compliance strategies that require real-time data interaction is immensely challenging. LiveVox integrates core applications such as ACD/PBX, Dialer, IVR, Call Recording and Business Analytics that centralizes all data on a single, secure, redundant platform – including host CRM systems.
LiveVox’s Over-Dialing Protection allows contact centers to set safety defaults that centrally control how frequently an account is dialed or re-queued within a specified time frame, across all campaigns, dialing modes and sites. This helps prevent consumers from being contacted more than a user-defined number of times. Visual alerts also warn the user when the maximum number of attempts is nearing, adding additional protection.
John McNamara, Chief Marketing Officer, LiveVox, added, “Many contact centers are dealing with tough margins, increased client expectations, heavier and sometimes uncertain regulatory requirements. Over-Dialing Protection helps our clients better control litigation, regulatory and operations costs. Setting limits for things like CFPB compliance is important, but you can’t forget basic business. Over-Dialing Protection is a great way to avoid throwing resources beyond the point of diminishing returns.”
Over-Dialing Protection is just one feature delivered through the LiveVox Compliance Suite; others include:
PCI compliant; third-party audited infrastructure
End-to-end PCI compliant payment lines
Click-to-call manual dialing for cell phones
State dialing configuration GUI
Enterprise-wide, 100% call recording
Manual dialing curfews
Real-time agent monitoring & reporting
National DNC (Do-Not-Call) option
To learn more, download this brief overview.
Elaborating on the important role technology plays in meeting compliance goals, Summe explains, “There is absolutely no doubt that contact centers have to be prepared for change. For many, the challenge they face is a consequence of legacy- hardware applications that were simply not built to respond at the pace needed to meet the market’s rapidly evolving demands. LiveVox’s Cloud-platform was architected to not only rapidly develop new features, but scale them across the enterprise by executing integrations from an entirely different approach. If organizations like the CFPB are forcing change, LiveVox is offering adaptability.”
LiveVox is a leading provider of fully integrated Cloud contact center solutions. Applications include ACD/PBX, Dialer, IVR, Call Recording and business analytics. LiveVox’s PCI-Certified (Verizon) platform, LiveVox enables capabilities like on-demand global virtual agent queues with sub-second warm transfers, comprehensive compliance suite, enterprise-wide skills-based routing and incremental migration paths. LiveVox is headquartered in San Francisco.