LiveVox Inc., the leading provider of cloud contact center solutions, today announced its membership in the Telecommunications Risk Management Association (TRMA). TRMA, founded in 1997, includes members from telecom, wireless, cable, satellite and energy companies in the US and Canada. Membership in this organization highlights LiveVox’s continued focus on providing capabilities that improve contact strategies, retention rates, and customer satisfaction while dramatically reducing operating costs for enterprise contact centers.
Regarding acceptance as a member, Chief Marketing Officer, John McNamara says, “We are honored to have the opportunity to join such a well respected organization. I believe this community is at the forefront of exploring technology to adapt to a changing business environment and providing the next level of customer service. This is showcased in the impact that LiveVox has had for members of TRMA in significantly reducing costs while increasing contact rates through capabilities like Cloud enabled inbound/outbound bursting and self-service.”
Leveraging Bursting and Self Service to Do More with Less
Working closely with one of the nation’s largest communication service providers (CSPs), LiveVox helped their contact centers meet an aggressive goal of increasing contact and retention rates while significantly reducing operating costs. To achieve this, the CSP implemented outbound dialing strategies that leveraged LiveVox’s Cloud bursting-enabled Right Party Connect tool combined with integrated Self Service. To read the full case study, click here.
The LiveVox Cloud platform has fully integrated applications including ACD, Dialer, IVR, Reporting and Call Recording. Unlike premised architecture, LiveVox’s Cloud technology does not have the costly integration or capacity restraints that have historically hindered optimized pacing levels, routing schemes and workflow channels. This long-standing handicap often forces operations to compensate with high overhead resources (e.g. larger and multiple agent pools). To learn more about the impact of Cloud on pacing results, click here.
With LiveVox, the CSP was able to not only unify agents virtually from multiple sites into a single outbound campaign, but also significantly increase the effectiveness of those agents through a Global ACD. Combined with LiveVox’s ability to burst (use of unlimited, real-time capacity increases) the CSP was able to determine optimum pacing levels and combine Right Party Connect verification with Self Service IVR options. This increased volume of connects was immediately routed to the correct agent, regardless of location, with full account details using customized self-serve and skills-based routing.
This strategy not only helped to increase account penetration rates but ensured that agents focused their efforts on the highest opportunity contacts. In doing so, the CSP was able to maintain, and even surpass, business goals with dramatically fewer resources.
Impact on Agencies that Service TRMA members
LiveVox’s Cloud bursting capabilities have also enabled agencies that service TRMA voting members the ability to improve overall performance levels and execute rapid speed-to-market campaigns for ad hoc projects. Like CSPs leveraging LiveVox, agencies are also able to do more with less, resulting in an increase in their short-term competitive standings and long-term strategic value. To read the full case study, click here.
To that end McNamara adds, “Members of TRMA have always been uniquely challenged to simultaneously optimize customer service, retention, and collections. However, in recent years, the challenge has been compounded by a changing regulatory environment, tightening budgets, and growing demand for a more seamless customer experience. The ability to quickly fine-tune their strategies is crucial. LiveVox has worked with telecom businesses to achieve these changes rapidly and at a low cost; we are excited to share what we’ve accomplished and learn about how we can do even more.”
LiveVox is the leading provider of cloud contact center solutions. The patented, Verizon Business PCI DSS-certified Cloud platform integrates real-time scalable applications such as ACD/PBX, predictive dialer, IVR, call recording, business analytics and compliance suite. Leveraging Cloud-Switching, LiveVox enables capabilities like Virtual Agent Queues, global multi-site sub-second warm transfers and Centralized Call Recording. For more information, visit http://www.livevox.com.
The Telecommunications Risk Management Association (TRMA) is an industry forum for telecommunications risk management professionals to cooperate, understand, and share best practices related to accounts receivables. Founded in 1997, TRMA includes members from telecom, wireless, cable, satellite and energy companies in the Unites States and Canada. For more information, visit http://trmanet.org/.