Contact centers can now eliminate unprotected and unmonitored manual cell phone calls through the PBX
SAN FRANCISCO, January 18, 2012 — LiveVox Inc., the provider of Private VoIP Cloud™ contact center applications, today announced click-to-call manual dialing for cell phones. Click-to-Call Manual segregates cell phone numbers from predictive campaigns and allows agents to manually intervene in the decision to skip or call these numbers.
Many contact centers concerned about the regulatory implications of calling cell numbers with dialers or outbound IVRs have increased risk by allowing agents to call them manually through the PBX. These calls are often neither recorded, nor protected by time zone, penetration and DNC rules. Additionally, PBX reporting typically is at best thinly integrated with the dialer.
“The LiveVox cloud platform enables us to develop and deploy new features more rapidly than legacy contact center products,” said Louis Summe, Chief Executive Officer, LiveVox. “Our dedication to building features that assist our clients with managing compliance allows them to focus energies on improving their operations.”
The LiveVox cloud contact center platform contains several core applications including ACD/PBX, predictive dialer, IVR, call recording and reporting. The platform also includes numerous, customizable compliance features that allow contact centers to increase efficiency and manage risk even as rules change. Since these features exist within the same multi-tenant cloud, all Click-to-Call Manual dials are recordable, are protected by time zone controls, and generate real-time reports.
“A tough economy means thinner margins and heightened consumer advocacy,” said LiveVox Chief Marketing Officer John McNamara. “LiveVox allows clients to step up agent productivity and compliance to deal with both challenges.”
ARM & the LiveVox Compliance Suite
Compliance concerns and regulatory oversight of contact centers has never been higher especially in the account receivables management sector. LiveVox continues to add to its inbound/outbound contact center compliance suite that includes:
PCI certified, fully redundant multi-tenant architecture
Secure multi-carrier MPLS interoperability
Cell phone scrubs and click-to-call manual dialing
Account penetration settings
End-to-end PCI compliant payment lines
State dialing configuration GUI
Integrated call recording for inbound, outbound and manual dials
Manual dialing time zone controls
Real-time agent monitoring and reporting
DNC (Do-Not-Call) list scrubs
About LiveVox
LiveVox is the provider of the Private VoIP Cloud™ with integrated contact center applications. The patented, PCI-certified LiveVox platform utilizes a burstable, redundant IP/MPLS mesh to deliver cloud-based switching and highly scalable contact center applications such ACD, predictive dialer, IVR, call recording and business analytics. LiveVox is headquartered in San Francisco. For more information, visit www.livevox.com.
