LiveVox, the leading provider of hosted-dialer solutions, today announced that its Agent Desktop 2.0 feature is now used by more than 10,000 agents to drive productivity with increased right-party contacts. Agent Desktop, powered by the first integrated Automatic Call Distributor (ACD) in a true hosted environment, was launched last year to improve call routing, reduce debtor hold time, and deliver advanced real-time reporting for the credit and collections industry.
Agent Desktop tracks agent availability after collectors log into the web-based LiveVox system, allowing the LiveVox VoIP Dialer to automatically adjust both call routing and call pacing in real time. This prevents precious right-party contacts (RPCs) from waiting for long periods in hold queues. Debtor account information is delivered to collectors via screen pops, eliminating the “whispers” that only add to time callers must wait for an agent. Traditional hosted broadcast applications lack these capabilities, increasing abandoned calls.
View this content by subscribing
Please register to unlock this content
I already have an account. Log in
