LiveVox Unveils Voice Portal 2.0 at Collection Conference

LiveVox™, an on-demand voice portal company, today launched its Voice Portal 2.0™. Voice Portal 2.0 is the company’s advanced contact center platform, enabling increased call center and agent management through its new skills editor and agent presence functions.

The Voice Portal 2.0 “skills editor” allows call center managers to create and modify call routing rules and settings based on agents’ skill-sets and campaigns across locations through a remote and secure, web-based administrative interface. The recently designed “agent presence” capability allows call center agents to log in and out of the Voice Portal 2.0 and update their availability status on the system. Inbound/self service contact, outbound contact and Automatic Call Distribution (ACD) capabilities are included in this version as well.

“The LiveVox platform is incorporating functionalities that will ultimately replace standard dialers as we know them today,” said Louis Summe, CEO of LiveVox. “Our clients realize we can grow with them as their long-term strategic partner. They can immediately take advantage of our Voice Portal’s capacity to run high-volume campaigns at the lowest price points in the industry, something their current dialer cannot deliver; and layer it on top of their existing infrastructure without having to disrupt or replace their current systems.

With the new features on LiveVox’s patent-pending platform, call center managers are empowered to create “rules” for campaigns and route specific calls to certain agents based on grouped skills, target certain campaigns during a set timeframe, re-direct calls from one call center to another location during times of peak traffic or emergency, and more. The LiveVox Voice Portal 2.0 enables greater right party connects and increased collections. Utilizing an algorithm that intelligently balances outbound and inbound call volume, average call times and agent availability parameters, the system automatically paces outbound calls to optimize agent productivity and minimize call wait times. Calls are then directed to the most appropriate agent based on agent skills and routing rules set by management for each campaign.

Customization remains a key quality of the Voice Portal 2.0 as each application is uniquely tailored for each client’s specific needs. With greater returns on investment (ROI) than premise-based or network-based solutions, LiveVox does not require the purchase of premise-based equipment and its Voice Portal 2.0 can be seamlessly integrated with any legacy equipment. LiveVox’s unique architecture results in lower telco costs and fewer lines per agent. With no upfront license fees or integration costs, the company continues to differentiate itself by delivering the industry’s lowest total cost of ownership (TCO).