Receivables Management Firm Tracks Unattended ROI in Blended-Agent Environment with LiveVox SmartMessage

SAN FRANCISCO — LiveVox Inc., the leading provider of hosted-dialer solutions, today announced that Fidelis Recovery Solutions Inc., a Marietta, Ga.-based receivables management firm, now tracks inbound callbacks and payments generated by outbound and unattended campaigns with SmartMessage. Combining the LiveVox integrated ACD with hosted callback lines, Fidelis now operates in a blended-agent environment enabling a more efficient use of collectors through complete visibility of all agent actions.

Launched in January, SmartMessage records callbacks and payment promises to provide visibility into exact ROI of unattended campaigns. This arms agencies, like Fidelis, with the hard data needed to optimize messaging strategies.

Collection organizations have long utilized unattended messaging, but message strategies failed to evolve because agencies were previously unable to easily and precisely track ROI metrics such as callbacks and payments. Collection organizations have also struggled to blend inbound calls into outbound campaigns, often due to the inability to integrate telephony and their inbound ACD into a traditional hardware dialer.

“Fidelis is now able to benchmark how well outbound campaigns generate inbound calls, allowing us to improve our approach. This is light years ahead of how the industry addressed this in the past,” said Dennis Cunningham, President and CEO, Fidelis. “LiveVox also allows us to seamlessly blend inbound and outbound campaigns, meaning our agents maintain their high-level of productivity and Fidelis better serves our clients.”

Features of SmartMessage include:

• Tracks the amount of call backs and payment promises to calculate exact campaign ROI
• Provides unlimited inbound and outbound calling capacity 
• Allows you to point inbound to any online pay vendor
• Eliminates abandoned calls due to visibility into real-time agent availability
• Drives high-priority inbound calls to the best agents through Skills Based Routing or evenly distributes inbound calls through the LiveVox ACD to boost agent productivity. 
• Delivers a better consumer experience through a customized inbound IVR
  

Traditional hosted-broadcast-messaging firms are unable to deliver these benefits because they lack an ACD. Legacy dialers are unable to easily facilitate blended-agent environments and offer limited dialing capacity.

“Collection organizations want blended inbound-outbound campaigns but the reality is that few actually accomplish this,” said Louis Summe, Chief Executive Officer, LiveVox. “LiveVox is continuing to allow clients the features, flexibility and control to rapidly adapt campaign strategies. SmartMessage eliminates the guesswork of unattended campaigns, and our ability to facilitate blend-agent environments makes operations more efficient and productive.”

 

 About Fidelis Recovery Solutions, Inc.
Fidelis Recovery Solutions, Inc. is a nationally licensed and bonded collection agency created in 2006 to provide superior recovery services for original creditors and debt purchasers. With the latest collection systems, skip trace and contact technology, Fidelis is well positioned to locate and collect past due accounts both consumer and commercial throughout the United States and abroad. Fidelis is based in Marietta, Ga. For more information, go to www.fidelisrs.com.

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.

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