LiveVox - The Industry's First Integrated, Hosted Dialing Solution

Multi-national collection organization boosts agent connections and cuts
abandoned calls with LiveVox VoIP Dialer

35% increase in successful connections and collections
Abandon rates cut to nearly zero from 40%
Solution deployed for call centers around the world

Credigy is an Atlanta-based receivables-management company that services 2.5 million accounts from operations in the U.S., Puerto Rico and Brazil.

The Problem

Credigy experienced rapid growth in its domestic and international services operations but was faced with an abandon rate of 40% due to lengthy queues and extensive wait time while agents manually opened accounts and retrieved information.

The company’s existing predictive dialer was unable to offer the company the capacity and flexibility to manage growth. Credigy’s existing system also offered limited visibility into agent productivity, evaluating only the number of calls agents made per day.

The Solution

After reviewing several premise-based and hosted solutions, Credigy selected the LiveVox Hosted VoIP Dialer, with integrated ACD, IVR, and hosted-virtual computer-telephone integration.

The LiveVox VoIP Dialer, an IMS-based solution built on SIP, fully integrates inbound self service and outbound contacts on a single platform. The solution was compatible with differing telephony platforms in Credigy’s Brazil and U.S. call centers as well as Credigy’s Web-based collection application.

Critical for Credigy was the Agent Desktop feature which intelligently balances outbound and inbound call volumes, average call times and agent availability to automatically pace outbound calls. Agent Desktop maximizes agent productivity and reduces the amount of debtors who hang up after waiting on hold. Once agents set their availability into the system, they are routed calls directly when available based on skill sets and routing rules established for each campaign by management.

Results

35% increase in successful agent connections and collections
Abandon rates cut nearly to zero from 40%
Solution easily deployed to call centers around the world
Scalable, hosted system requires payment only for minutes used, requiring no IT or telecom expenses
Improved business intelligence and agent monitoring within two months by enabling a focus on connected calls, rather than calls dialed, and more detailed call data
Internal IT staff shifted focus to core collection operations including analyzing data and call trends from hardware and application maintenance
Eliminated need for additional IT support staff, allowing additional collection operation resources

“The system we had in place limited the ability of our agents to effectively perform their jobs,” said Adrian Levinson, telecom manager for Credigy. “With the LiveVox system, our calls are simply more accurate. LiveVox enables us to analyze patterns and implement campaign strategies in the most effective manner possible. The system’s detailed statistical information drives better campaigns today and helps us strategically plan for the future. Our partnership with LiveVox has enabled us to reduce operating expenses, develop more efficient processes, increase agent productivity and better service our customers.”

About Credigy
Credigy is a provider of receivables management services on both a domestic and international basis. Credigy specializes in the purchase and servicing of distressed receivables and has developed a unique web-based servicing platform that allows it to manage accounts through the entire recovery lifecycle. Credigy was founded with the objective of building a fully integrated consumer receivables management company that can address many of the inefficiencies inherent in the servicing, collections and debt purchasing markets on a global basis.

About LiveVox
LiveVox is the first provider of hosted dialer solutions for the credit and collections industry. Private, carrier-grade VoIP networks allow LiveVox to enable its customers to optimize their operations at the lowest cost of ownership in the marketplace. Leading organizations in the credit, collections, debt purchase and call center industries increased their usage of LiveVox hosted dialing and IVR services by 400 percent in the past year. LiveVox is headquartered in San Francisco.