LiveVox Upgrades Compliance Suite with Enhanced Features to Monitor and Coach Agents

SAN FRANCISCO — LiveVox Inc., the leading provider of hosted-dialer solutions, today announced upgrades to its ACD suite allowing real time/anywhere monitoring, recording and coaching of call center agents.

LiveVox has long enabled managers to monitor and record agent calls in real time. Because LiveVox is a hosted solution, managers could monitor calls via the LiveVox ACD regardless of the geographic location of the agents or the manager. The ACD upgrade allows managers to coach agents during calls without the consumer’s knowledge and, if needed, to take control of calls. Combined with the ability to record inbound and outbound calls, LiveVox arms clients with robust features to better train for and enforce compliance policies in an increasingly litigious and regulated industry.

“Collection industry executives understand the importance of features like monitoring, coach and barge, and call recording for training and compliance. A tough consumer economy increases regulatory scrutiny of our industry putting a premium on these tools,” said John McNamara, Chief Marketing Officer, LiveVox.  “As important as compliance, however, is sustaining your business. The more I talk to collection agencies the more I realize nearly every dialer campaign process is shaped by constraints, not best practices. LiveVox allows clients to throw off these shackles and focus on increasing productivity and improving margins. It is amazing how quickly managers can stamp out bad behaviors and increase skills that build rapport with the consumer and get the dollars collected by using the compliance suite on initial consumer contacts.”

The integrated ACD and guaranteed unlimited calling capacity are the foundations of the LiveVox Hosted Dialer.

“LiveVox has replicated the features of old fashioned dialers while offering the unlimited calling capacity needed to help increase agent productivity by 30% to 50% over any hardware,” said Louis Summe, Chief Executive Officer, LiveVox. “Hosted products that lack an ACD and views into real-time agent productivity will never be more than supplemental tools. LiveVox, which has both, is increasingly working with our clients to shut down line limiting hardware so they are no longer forced to manage around system constraints.”

The LiveVox ACD enables numerous features that traditional, hosted robo callers cannot provide, including: 

• Optimized pacing that reduces abandons. Hosted broadcast products lack visibility into agents on calls, versus ready for calls, and cannot pace effectively, resulting in abandoned calls. Traditional broadcast products also deliver calls via “whisper” tones, delaying transfers and increasing abandons. LiveVox provides an immediate screen pop of consumer information and call transfers with no latency, virtually eliminating abandoned calls.

• Real-time Productivity and System Stats. Collection operations require the ability to react to data immediately. LiveVox provides detailed statics on agent talk time v/s wait and wrap up time and abandon call rates, as well as campaign productivity stats such as real-time Promise-to-Pay tracking, RPC reports and cost per RPC. Without an ACD, hosted products can only report number of calls and transfers attempts.   

• Agent Monitoring and Training Tools. Visibility into real-time agent presence provides managers with the opportunity to monitor calls, as well as coach or barge into calls, if needed. With a hosted system, managers can utilize these tools, increasingly important given heightened regulatory scrutiny, regardless of geography.

About LiveVox
LiveVox is the first provider of hosted dialer solutions for the credit and collections industry. Breakthrough, patented technology and deep industry knowledge allow LiveVox to assist clients with optimizing their operations and collection strategies. Private, carrier-grade VoIP networks enable LiveVox to maximize the productivity of leading credit, collections, debt purchase and call center organizations at the lowest cost of ownership in the marketplace. LiveVox is headquartered in San Francisco. For more information, visit www.livevox.com.