LiveVox Inc., the leading provider of cloud contact center applications for multi-site operations, today announced major improvements to its Compliance Suite. The latest feature, Phone Lock, completes the compliance seal by eliminating the three most common sources of call recording gaps: manual dials, inbound calls, and transfers.
Contact centers traditionally face data collection and account coordination gaps between sites, PBX’s and dialers. The latest offering from LiveVox addresses those gaps.
Unlike calls executed on a dialer, manual and inbound calls leveraging premise-based technology typically occur on disparate PBX equipment where call activity is isolated from other essential data elements such as account information that resides in the CRM.
This traditional PBX recording model not only restricts the ability to match manual call activity with account/agent information but consequently handicaps contact centers from leveraging key account-dependant compliance features such as dynamically retrievable call recordings or dial restriction controls (e.g. account penetration and time zone settings).
Louis Summe, Chief Executive Officer, LiveVox explains “Given the fact that virtually every ARM player will be touched by the CFPB, any firm whose call recording system cannot pass the equivalent of network penetration testing is leaving their operations fundamentally exposed to risk. Just like those who seek to find holes in a network, the CFPB will seek out the gaps in a company’s call recording. It is critical to understand that these historic and often overlooked call recording weaknesses are a direct result of the often convoluted and disparate architectures found in large, multi-site contact center operations. No executive should assume 100% call recording exists until they have repeatedly and aggressively tested the system for gaps.”
With Phone Lock, agents are required to match account information with all manual calls prior to the call launch and all inbound calls prior to assigning a call disposition, ensuring a comprehensive database of call activity that is indexed and retrievable on-demand. Further, unlike historic PBX recording models, Phone Lock ensures that the entire call path on LiveVox’s PCI (Verizon) certified Cloud platform is recorded. This includes all transfers regardless of call source (inbound, outbound, manual or predictive), encompassing escalations to supervisors which are of particular relevance in quality assurance and compliance risk mitigation.
Phone Lock is made possible through LiveVox’s Cloud Switching platform that instantly unifies all data, regardless of call origination or site location. Since LiveVox integrates all applications, including the PBX, manual and inbound dials can benefit from the same compliance capabilities as those the dialer initiates.
John McNamara, Chief Marketing Officer of LiveVox and active member of the ACA and DBA, points out: “Most ARM executives assume or are told they have 100% call recording. Manually dialed, inbound and escalated calls are notorious sources of call recording gaps, especially for those still relying on PBX recording systems. ‘Pretty good’ data capture for agent audio used to be sufficient. That is simply no longer the case. Closing these three call recording pitfalls provides for a significant peace of mind to our clients. Holes in the recording system, especially on escalated calls, will increasingly be viewed by clients and regulators with suspicion.”
Phone Lock is part of LiveVox’s robust compliance suite that includes:
PCI-DSS certified; third-party, QSA audited infrastructure
End-to-end PCI compliant payment lines
Centralized Call Recording
Click-to-call manual dialing for cell phones
State dialing configuration GUI
Manual dialing curfews
Real-time agent monitoring & reporting
National DNC (Do-Not-Call) option
Dynamic DNC for real time account extraction from loaded campaigns
For more information on LiveVox’s Compliance Suite, click here.
Or to learn more about LiveVox’s Centralized Call Recording capability, watch this short video.