LiveVox Inc., a leading provider of cloud contact center solutions announced that First Choice Assets has successfully leveraged LiveVox’s Centralized Call Recording application to rapidly respond to and defend against litigation while simultaneously decreasing operating costs and increasing revenue.
Challenged with costly upgrades and integrations for its premised-based call recording equipment and increasing compliance expectations from clients and regulators, First Choice Assets turned to LiveVox’s PCI-Certified Cloud platform with fully integrated contact center applications that enable Centralized Call Recording.
According to Neil Walsh, President of First Choice Assets, “Prior to LiveVox, achieving the level of transparency and control that we desired in our recordings would have cost us at least $20k-$30k per site – and that’s before the corresponding integrations. Given the fluid and complex nature of client and growing regulatory demand, the traditional option was simply not a viable business strategy. With LiveVox’s Centralized Call Recording application, we were not only able to avoid going down the standard CapEx and integration rabbit hole, we are now able to leverage a comprehensive database of agent/consumer audio to quickly and effectively respond to lawsuits by showing proof-positive that our agents are in compliance – reducing our legal costs by an incredible 75%.”
LiveVox’s Centralized Call Recording, part of an integrated suite that includes dialer, ACD, IVR, skills based routing and business analytics, provides a 100% call recording capability that collects all audio recordings, account information and agent data into a single, richly indexed, searchable and secure platform (regardless of call origination, business line or site location) and a single point of integration for speech analytics and other analysis tools.
To learn more about Centralized Call Recording, watch this short video.
While implementing LiveVox’s call recording application, First Choice Assets utilized an incremental migration path to simultaneously move their multi-site operations over to the LiveVox Cloud Platform. In doing so, First Choice Assets reduced their telephony costs by 50% and increased revenue by 20% – all within the first 90 days.
Says Walsh, “LiveVox has not only given us a proactive defense against litigation, but an overall flexibility that allows us to expand and improve our other compliance strategies. Our goal is to ensure clients that we have the most effective operations while executing the most conservative compliance standards. LiveVox has helped us get there.”
Unlike LiveVox’s PCI-Certified platform with Cloud Switching, premised technology is based on single-site equipment that requires individual integrations into existing network applications such as the CRM. This disparate model can leave material gaps in data collection and matching. A prime example is the inability to associate account information with manual dials or inbound calls. While historically problematic, missing call activity is no longer tolerable in today’s environment.
According to John McNamara, Chief Marketing Officer, LiveVox, “As clients and regulators such as the CFPB demand transparency, businesses are looking for ways to safeguard their operations and implement best practices while avoiding large capital expenditures and complex integration projects. For multi-site contact centers, Cloud is proving to be the market’s answer to a fluid regulatory environment and tightening cash flow. I am delighted that we could assist Neil in his mission.”
LiveVox is a leading provider of fully integrated Cloud contact center solutions. Applications include ACD/PBX, Dialer, IVR, Call Recording and business analytics. With its 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. For more information, visit www.livevox.com.
First Choice Assets, Inc. is a premier recovery company specializing in a variety of results-oriented solutions that help boost recovery rates and exceed client expectations. First Choice Assets has over 20 years of combined experience in the receivables recovery and verification business. This well experienced team leads knowledgeable and professional agents to achieve impressive results while working within the framework of FDCPA and FCRA guidelines