LiveVox, Inc. » News & Press Releases

How Multi-Site Contact Centers Avoid Paying For Switching Equipment

strinh — Tue, 15 May 2012 22:01:57 +0000

You know the symptoms – from voice & data disconnections to long wait times, routing across multiple sites is a constant challenge, but do you know the cause? And do you know how much you’re paying for it?

Site-based switches (ACD/PBX) are the cause behind multi-site routing pain. In laymen’s terms, an ACD/PBX is a switch, or point of control, that was originally designed more than twenty years ago to service a single site. In order to link multiple sites, additional equipment and integrations were deployed (at not insignificant cost in terms of VAR’s and professional services hours) to retrofit and serve a multi-site operation.

From that point, the stage was set for a complicated and costly network that required multiple equipment types, from multiple vendors, across multiple sites which all required individual equipment and location integrations.

Let’s face it; some things were not meant to scale. Think Jinga and dinosaurs.

It is this complexity that fundamentally causes the challenges we see today.

So how are multi-site contact centers avoiding these issues and the large costs associated with it? The answer is Cloud Switching. Cloud Switching moves the ACD entirely into a scalable, pooled and redundant platform that enables global virtual agent queues with sub-second warm transfers.

This essentially simplifies the network into a single point of control – allowing both voice and data to transfer seamlessly and simultaneously while maintaining full visibility, control and customer experience.

There are indeed synergies to be unlocked from your collection of sites and home bases agent. Don’t let decades old technology get in your way.

To learn more, read “Unlocking Multi-Site Synergies” or watch this short video.

Video: How Cloud Impacts Multi-Site Contact Centers

strinh — Tue, 08 May 2012 20:05:20 +0000

Watch this brief video to see how Cloud is impacting multi-site contact centers by simplifying the network and enabling global virtual agent queues with sub-second warm transfers.

For more information, read this short whitepaper, “Unlocking Multi-Site Synergies” .

LiveVox Presents Cloud Strategies to Eliminate Silos and Seamlessly Link Multi-Site Contact Centers at ATA 2012

strinh — Thu, 26 Apr 2012 09:39:22 +0000

Learn how contact centers are optimizing multi-site operations by virtualizing agent queues

SAN FRANCISCO, April 26th, 2012 — LiveVox, provider of the Private VoIP Cloud™, Cloud Switching and contact center applications, today announced that it will join other leaders in the teleservices industry at the 2012 ATA (American Teleservices Association) conference to discuss how Cloud can unify multi-site contact centers and better leverage consumer data to improve global dialing strategies.

Contact center executives have long struggled to reap the synergies of multi-site operations. The standard solution involves convoluted networks of premised-based switching equipment. Because site-based switching was originally designed to service a single location, using them to link across sites has lead to spiraling costs and network complexities that result in operational fragmentation.

Fragmentation has handicapped the ability for contact centers to stay flexible by causing challenges that include caller voice & data disconnects, reporting/visibility limitations and high drop off rates. The addition of multi-channel applications has only added to the challenge.

Cloud presents a new and exciting option. Cloud-switching enabled virtual agent queues provide global sub-second warm transfers and real-time data capture without the cost, complexity and inherent unwieldy architecture of site premised switches.

For more information on unifying multi-site operations through Cloud Switching, click here to view, “How Cloud Simplifies Multi-Site Networks”

“Two decades ago, contact centers set out to leverage cost-efficient labor pools. To do so, they configured their single site-based equipment to service multi-site operations. The continuous stacking of switches has never been a sound scaling method – but until now the only method – and one that is increasingly unsustainable,” says John McNamara, LiveVox’s Chief Marketing Officer. “The Cloud is changing that model in a truly fundamental way – by removing location-based restraints, contact centers can now realize the full potential of a global workforce.”

McNamara will join others in discussing how contact centers can leverage Cloud to improve customer service strategies, better leverage consumer data and adapt to a changing compliance environment at ATA 2012 in Hollywood, FL.

What: A Match Made in Heaven…Actually, The Cloud

Who:

John McNamara, Chief Marketing Officer, LiveVox
Sasha Gorman, Director of Sales, LiveVox
Arnab Mishra, VP Products and Solutions, Transera

When: 1:30pm EST, Monday April 30th

Where: 2012 American Teleservices Association, Hollywood, FL

“From effective multi-site routing execution to meeting changing compliance requirements, Cloud is changing the way contact centers adapt and stay competitive,” says McNamara. “The benefits are undeniable and the adoption more rapid than ever. However, questions still remain regarding Cloud and how to best leverage it – we hope our discussion next week will help fill that gap.”

For more information on participating at the 2012 American Teleservices Conference, visit http://convention.ataconnect.info/.

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.

About Transera
Transera Communications offers unique, cloud-based software solutions for contact centers that enable better business outcomes for both sales and service operations. Transera’s Adaptive Customer Engagement model allows contact centers to adapt how they engage with customers to optimize the experience while continuously monitoring business metrics. Contact centers that use this model reap tangible benefits: increased sales conversions and order values as well as an improved customer experience. Among Transera customers are Wirefly, AON, Office Depot, TIVO, and Guthy-Renker.

About ATA
The American Teleservices Association (ATA) is the only non-profit trade organization dedicated exclusively to the advancement of companies that utilize contact centers as an integral channel of operations. Founded in 1983, the American Teleservices Association (ATA) represents more than 4,000 contact centers that account for over 1.8 million professionals worldwide. Contact centers offer traditional and interactive services that support the e-commerce revolution, provide specialized customer service for Fortune 500 companies, and generate annual sales of more than $900 billion.

NCO, XO Communications & LiveVox Host Webinar on Optimizing Multi-Site Operations with Cloud-Based VoIP

admin — Thu, 22 Mar 2012 18:45:01 +0000

Learn how virtual queues can achieve enterprise-wide skills based routing with sub-second warm transfers across global labor pools

SAN FRANCISCO, March 22, 2012 – Although most call centers have established multi-site operations, much of the promise of cross-site labor optimization remains substantially unrealized. Cloud based agent routing is changing the game by removing physical location barriers at an economical price – enabling global, sub-second warm transfers with real-time data screen pops for any agent in any location.

Technical complexity and expensive VoIP infrastructure have long forced operators to segment work by location, spawning functional workflow silos and limiting cross location routing. By eliminating the limitations brought on by traditional site-based architecture, Cloud-based VoIP establishes a unified virtual agent queue and allows calls to be matched to the right agent at the right time across the global enterprise.

Join NCO, XO Communications and LiveVox operations and technology executives as they map out how to leverage VoIP across multiple sites to create seamlessly linked centers. Hear real world scenarios of best practices and lessons learned. The event will be held at 2 PM, EST, Wednesday, April 11. Reserve your spot today.

WEBINAR TOPICS:
• Optimize a global work-force and build efficient call escalation strategies
• Leverage MPLS to solve network security and redundancy challenges across multiple sites
• Streamline process while gaining control and visibility across an enterprise of remote sites and/or home based agents
• Solve operational challenges like seasonality, tech portability, call volume spikes, and rapidly shifting client demands
• Use existing resources to stay risk-averse in a fluid compliance and business environment
• Realize the inherent synergies of strategic sites

WHAT: (Webinar) “How Cloud Based VoIP Optimizes Multi-Site Operations”

WHO:
• Paul McGee, Director, Customer Contact Management, NCO Group
• Dan Toomey, Sr. Mgr. Product Mgmt. – WAN & Security Solutions, XO Communications
• Steve Vaughan, Sr. Director Product Mgmt, LiveVox
• John McNamara, Chief Marketing Officer, LiveVox, as Moderator

WHEN: 2 PM, EST, Wednesday, April 11

WHERE: To register, click here.

About NCO Group, Inc.
NCO Group, Inc. is a leading global provider of business process outsourcing services, primarily focused on accounts receivable management and customer relationship management. NCO provides services through over 100 offices throughout North America, Asia, Europe and Australia. For more information, visit www.ncogroup.com.

About XO Communications
XO Communications is a leading nationwide provider of advanced IP communications, managed network and IT infrastructure services for businesses, enterprises, government, carriers and service providers. Its customers include more than half of the Fortune 500, in addition to leading cable companies, carriers, content providers and mobile network operators. Utilizing its unique combination of high-capacity nationwide and metro networks and fixed wireless capabilities, XO Communications offers customers a broad range of managed voice, data and IP services with proven performance, scalability and value in more than 85 metropolitan markets across the United States. For more information, visit www.xo.com.

LiveVox Announces Sub-Second Off-Shore to On-Shore Warm Transfers

strinh — Mon, 12 Mar 2012 18:08:42 +0000

Enabling a cost-effective strategy to optimize cell phone campaigns while addressing TCPA compliance

SAN FRANCISCO, March 12, 2012 — LiveVox Inc., the provider of Private VoIP Cloud™ contact center applications, today announced the ability for call centers to maximize cell phone dialing results while addressing compliance goals by leveraging off-shore to on-shore sub-second warm transfers and global skills-based routing capabilities in a single cost-effective campaign.

Growing concern over TCPA regulations regarding cell phones have made it difficult for call centers to retain agent productivity levels and Right Party Contact (RPC) goals. In response, LiveVox helped develop a strategy that leverages its Global ACD for sub-second warm transfers to route calls from off-shore to on-shore agents.

Multi-site call centers can now match the longest and least valuable portion of a call (initiating manual dials & establishing RPC’s) to their least-costly resource and the most-valuable portion (closing/talk-off) to their highest-cost/highest skill resource without impacting service levels. Estimated cost savings per RPC between an off-shore and on-shore agent average 88% per RPC or $6.07 per RPC with adjustments made for differences in labor cost and off-shore RPC/Hr rates according to recent analysis.

“We are very pleased to be able to provide a robust strategy for cell phone compliance to our multi-site clients,” said Louis Summe, Chief Executive Officer, LiveVox. “Traditional site-premised technology simply cannot accomplish this without large capital and resource investments. This is a prime example of how our platform significantly impacts the way call centers approach a changing business environment.”

LiveVox’s fully burstable PCI-certified Cloud platform creates a real-time virtual queue of all agents–regardless of location or business silo. Through GUI-based web applications, clients have the ability to configure a work-force from anywhere in the world, including off-shore and on-shore agents, site-based or home-based into a single campaign.

Unlike traditional premised networks that are not only unable to easily transfer voice & data simultaneously, but also create 30-second to 1-minute delays, LiveVox’s enhanced transfer capabilities with real-time screen pop preserve end-user experience – minimizing abandonment rates. Call centers also maintain full security, visibility, reporting and control (e.g. coach, monitor and barge) across the entire campaign.

Added LiveVox CMO John McNamara, “Enabling contact centers to seamlessly link their entire operations in order to execute business solutions such as one that addresses TCPA compliance, is a huge and timely benefit. For the contact center industry, the ability to finally unlock the synergies of their strategic sites is a game changer.”

LiveVox CMO Named Chairman of NCCR 2012

strinh — Tue, 28 Feb 2012 07:00:42 +0000

CMO John McNamara will chair the 2012 National Collections & Credit Risk Conference and discuss best practices in today’s fluid business environment

SAN FRANCISCO, February 28, 2012 — LiveVox, provider of the Private VoIP Cloud™ and contact center applications, today announced that Chief Marketing Officer John McNamara has been selected as Chairman and panel participant at the 2012 National Collections and Credit Risk Conference (NCCR) in New Orleans.

For the past 15 years financial services decision makers and solutions providers have chosen NCCR as the best place for their educational & networking opportunity. McNamara was chosen as Chairman because of his long-standing role as a thought leader in the industry and brings with him nearly three decades of experience running successful financial services operations.

“We are very pleased to name John as chairman. This past year has brought on a lot of changes for members of our community,” says Melissa Sefic, Source Media. “John’s forward-thinking perspective made him an ideal choice. We look forward to bringing John’s valued insight and good nature to what we believe will be one of our best events to date.”

In addition to being the acting Chairman of NCCR, McNamara will also be joining other executives on a panel discussing best practices in maintaining valuable consumer contacts during a period of economic difficulty and a changing regulatory landscape.

What: Understanding TCPA: Maximize Consumer Contacts and Minimize Risk

Who:

John McNamara, Chief Marketing Officer, LiveVox
John Bedard, Managing Partner of Bedard Law Group
John Tallarico, VP, Product Management, Soundbite Communications

When: 2pm CST, Thursday March 15

Where: National Collections and Credit Risk Conference, New Orleans

“I am honored to be given the opportunity to participate in this year’s event – especially given this pivotal time in our industry,” says McNamara. “We are operating in an incredibly fluid environment and the old ways of doing things are no longer applicable. The ability for us to leverage new strategies and technologies will be key. NCCR is an excellent forum for those ideas to take shape and be shared.”

For more information on participating at the 2012 National Collections and Credit Risk Conference, visit http://www.collectionscreditrisk.com/conferences/nccr/.

About John McNamara
John McNamara leads marketing and communications strategy at LiveVox, including brand development, platform and application awareness, sales/marketing alignment, lead generation, client nurturing, and alliances with technology providers, VARs and channel partners. John brings 28 years of contact center executive and operations expertise with intense focus on technology applications and call center optimization. John is the director and co-founder of Fidelis Recovery Solutions, Inc., a receivables management firm. Prior to LiveVox and Fidelis, John was COO for Asset Management Outsourcing; SVP of Operations at Nationwide Credit/ACB; and VP of Operations at United Recovery Systems. John is a frequent speaker, consultant and author addressing key trends in contact center operations, technology and consumer credit. In 2009, he was the winner of the ACA Kurt Swersky award for leadership. In 2011 John was named an ACA International Scholar and Fellow. John is currently Chairman of the ACA Affiliate Committee, Board Member for Collector Mentor and member of the ACA Technology Committee. John is a summa cum laude graduate of Kennesaw State University with a Bachelor of Business Administration degree in Finance.

About NCCR
NCCR is produced by SourceMedia, Inc. the premiere show catered specifically to credit grantors/issuers, debt brokers/buyers/resellers, loan servicers, collection law firms, solutions providers, scoring companies.

ARM Eliminates Premised Dialer and PBX

strinh — Mon, 06 Feb 2012 08:00:12 +0000

Leading receivables management firm implements Cloud Contact Center with integrated ACD/PBX, predictive dialer, IVR and call recording

SAN FRANCISCO, February 6, 2012 — LiveVox Inc., the provider of Private VoIP Cloud™ contact center applications, today announced that Accounts Receivables Management, Inc. has signed a multi-year agreement for use of the LiveVox Cloud Contact Center Platform across all global call centers.

ARM, a leading receivables management solutions provider based in Thorofare, N.J., concluded that site-premised dialer technology was too slow to adapt to industry changes. ARM expanded an existing relationship with LiveVox once deciding that the cloud system materially outperformed premised dialers. ARM has now implemented the full LiveVox suite of ACD/PBX, predictive dialer, IVR, and call recording for more than 300 seats at onshore and offshore locations.

“I have been extremely impressed with LiveVox’s dedication to customizing the right solution for its clients,” said Joe Burch, Chief Operating Officer, ARM. “We know receivables management operations and strategy, but technology optimization is LiveVox’s area of expertise. With the scale and agility of the LiveVox system we increased productivity and very clearly saw ways to improve our client performance.”

Productivity & Cost Efficiency
ARM realized they needed better flexibility, scalability and reporting than traditional site-premised dialers could provide. “With LiveVox, Right-Party Contact rates increased as much as 35% raising productivity without higher telephony costs”, said Josh Seuberling, Director of Operations, ARM. Seuberling added that “ARM can be more flexible with contact strategies, such as hosting its best agents from across locations on the same high-value campaigns on the fly.”

ARM also used LiveVox to migrate their contact centers fully to VoIP without PBX upgrades, capital expenditures or ongoing maintenance and support costs of on-site technology.

“The goal of technology providers should be to deliver simpler models that allow contact centers to quickly take action when business requirements change,” said Louis Summe, Chief Executive Officer, LiveVox. “The cloud delivers levels of scale, flexibility and security that would be cost prohibitive to most organizations otherwise. These features, not on-site servers, are what improve performance.”

Rapid Implementation & Sensible Migration
ARM appreciated the speed of LiveVox deployment and new feature upgrades without “waiting for an annual release to come out” like site-premised solutions do, Burch said.

At the same time, LiveVox was able to map ARM’s required campaign customizations and deliver a smooth transition from legacy hardware to the cloud contact center without impacting existing operations.

Security, Reliability, and Scalability
The LiveVox solution is unique as a hosted ACD/IVR/PBX that is PCI-DSS certified. Cloud deployment results in truly elastic applications, scaling up and down as, when and where needed. The multi-tenant LiveVox solution is built upon identical resource pools with automatic failover, even at the carrier layer through the use of multiple top IP carriers.

About LiveVox
LiveVox provides cloud contact center solutions. The patented, PCI-certified LiveVox platform integrates highly scalable applications such as ACD/PBX, predictive dialer, IVR, call recording and business analytics via a burstable, redundant IP/MPLS mesh. LiveVox is headquartered in San Francisco. For more information, visit www.livevox.com.

LiveVox Earns Cloud Computing Excellence Award

strinh — Tue, 31 Jan 2012 01:53:24 +0000

Cloud contact center provider honored for innovation that improves call center efficiency and productivity

SAN FRANCISCO, January 30, 2012 — LiveVox Inc., the provider of cloud contact center applications, today announced it received a 2011 Cloud Computing Excellence Award from Cloud Computing Magazine, a new publication from Technology Marketing Corporation (TMC), a global, integrated media company focused on call center technology.

This follows LiveVox’s recognition earlier this month as Product of the Year from Customer Interaction Solutions, a leading contact center technology publication.

“LiveVox is pleased that its cloud contact center platform has been honored for excellence by a top call center technology thought leader organization,” said Louis Summe, Chief Executive Officer, LiveVox. “Cloud deployment offers numerous ways to increase productivity and flexibility for contact centers, but vendors must prove how they can improve security and reliability for contact centers, while simplifying compliance management. We are proud to have been recognized for our efforts in accomplishing this.”

LiveVox integrates ACD/PBX, predictive dialer, IVR, call recording, reporting and compliance applications for the contact center into a multi-tenant, PCI-certified platform built on distributed resource pools, redundant data centers and a multicarrier IP/MPLS mesh.

“LiveVox earned a 2011 Cloud Computing Excellence Award because of innovation and excellence, leveraging the latest technology trends to create an enriched user experience,” said Rich Tehrani, Chief Executive Officer, TMC. “The cloud delivery model has fueled a competitive spirit within the vendor, developer, and provider communities that has resulted in a wave of new products, services and applications being introduced at an unprecedented rate.”

Cloud Computing Excellence winners are featured this month in the inaugural issue of Cloud Computing Magazine.

About LiveVox
LiveVox provides cloud contact center solutions. The patented, PCI-certified LiveVox platform integrates highly scalable applications such as ACD/PBX, predictive dialer, IVR, call recording & business analytics via a burstable, redundant IP/MPLS mesh. LiveVox is headquartered in San Francisco. For more information, visit www.livevox.com.

About TMC
Technology Marketing Corporation (TMC) is a global, integrated media company helping clients build communities in print, in person, and online. TMC publishes Customer Interaction Solutions, INTERNET TELEPHONY, Unified Communications, NGN and InfoTECH Spotlight magazines. TMC is the producer of ITEXPO, the world’s leading B2B communications event. TMCnet.com, which is read by two million unique visitors each month, is the leading source of news and articles for the communications and technology industries. In addition, TMC runs multiple industry events: 4GWE; Smart Grid Summit; M2M Evolution; Cloud Communications Summit; Social CRM Expo; SIP Tutorial; VIPeering; Business Video Expo; CVx; Digium|Asterisk World; StartupCamp; and MSPAlliance MSPWorld. Visit www.tmcnet.com.

LiveVox Announces Click-to-Call Manual Dialing for Cell Phones

admin — Wed, 18 Jan 2012 11:00:32 +0000

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

LiveVox Receives Customer Interaction Solutions Magazine’s 2011 Product of the Year Award

admin — Tue, 10 Jan 2012 21:21:10 +0000

LiveVox honored for exceptional innovation for its patented, PCI-certified cloud contact center platform

SAN FRANCISCO, January 10, 2012 — LiveVox Inc., the provider of Private VoIP Cloud™ contact center applications, today announced it received the 2011 Product of the Year Award from Technology Marketing Corporation’s (TMC®) Customer Interaction Solutions magazine, a leading contact center technology publication.

This marks the second consecutive year that LiveVox has received this award and follows the market’s continued recognition of LiveVox’s cloud contact center technology. Past awards include the American Teleservice Association’s Technovation award and Frost & Sullivan’s “Best Brand” award. The LiveVox cloud contact center platform contains several core applications including ACD/PBX, predictive dialer, IVR, call recording and reporting.

“Contact centers understand the benefits cloud computing can bring but are still searching for vendors who can integrate highly scalable applications and simplify their operations.” said Louis Summe, Chief Executive Officer, LiveVox. “Large call centers are complex. LiveVox’s PCI-certified cloud platform enables them to migrate to an efficiency and productivity improving architecture with a sensible and secure migration path.”

In 2011 LiveVox continued to focus on developing features that helped contact centers manage compliance, including Account Penetration Settings and Click-to-Call Manual Dialing for cell phones. LiveVox also integrated PBX functionality into its predictive dialer/ACD. This allows clients to migrate to VoIP/MPLS and get to the Cloud without on-site switching. This improves call routing, simplifies contact center networking and reduces hardware expenses.

“LiveVox received a 2011 Product of the Year Award for its dedication to quality in solutions that benefit the customers’ overall experience as well as ROI for their clients,” said Rich Tehrani, Chief Executive Officer, TMC. “Customer Interaction Solutions magazine has been honoring innovative companies for 13 years and LiveVox has earned its place with this distinguished honor.”

Products of the Year Award winners are featured in the January issue of Customer Interaction Solutions magazine. For more information about the Customer Interaction Solutions’ 2011 Product of the Year Awards or any of the TMC media properties, please visit www.tmcnet.com.

About Customer Interaction Solutions
Since 1982, Customer Interaction Solutions (CIS) magazine has been the voice of the call/contact center, CRM and teleservices industries. CIS magazine has helped the industry germinate, grow, mature and prosper, and has served as the leading publication in helping these industries that have had such a positive impact on the world economy to continue to thrive. Through a combination of outstanding and cutting-edge original editorial, industry voices, in-depth lab reviews and the recognition of the innovative leaders in management and technology through our highly valued awards, Customer Interaction Solutions strives to continue to be the publication that holds the quality bar high for the industry. Please visit www.cismag.com for more information.

About TMC
Technology Marketing Corporation (TMC) is a global, integrated media company helping clients build communities in print, in person, and online. TMC publishes Customer Interaction Solutions, INTERNET TELEPHONY, Unified Communications, NGN and InfoTECH Spotlight magazines. TMC is the producer of ITEXPO, the world’s leading B2B communications event. TMCnet.com, which is read by two million unique visitors each month, is the leading source of news and articles for the communications and technology industries. In addition, TMC runs multiple industry events: 4GWE; Smart Grid Summit; M2M Evolution; Cloud Communications Summit; Social CRM Expo; SIP Tutorial; VIPeering; Business Video Expo; CVx; Digium|Asterisk World; StartupCamp; MSPAlliance MSPWorld and more! Visit TMC Events for a complete listing and further information.

LiveVox to Discuss Consumer Contacts during Challenging Times at FSCC

admin — Mon, 31 Oct 2011 11:48:49 +0000

CMO John McNamara will present tips for managing consumer contacts

SAN FRANCISCO, October 31, 2011 — LiveVox, provider of the Private VoIP Cloud™ and contact center applications, today announced that Chief Marketing Officer John McNamara will discuss consumer contacts during challenging economic times and a changing regulatory landscape at the Financial Services Collection Conference 2011 this week in Las Vegas.

McNamara will join industry executives on a panel at 2:45 PM Thursday November 3. A 28-year call center veteran and agency owner/founder, McNamara will discuss the importance of technology that allows contact centers to remain flexible, even as the consumer and regulatory environments change. McNamara, a former contact center compliance and training officer, will also discuss processes that contact centers can implement to more effectively mitigate consumer complaints.

LiveVox offers an integrated predictive dialer, ACD, PBX, IVR and call recording, as well as a robust compliance suite included at no additional cost. These features include a PCI-certified platform, cell phone treatment tools, state dialing configuration and account penetration controls.

What: TCPA: What’s legal. What’s not.

Who: John McNamara, Chief Marketing Officer, LiveVox

When: 2:45 PM, Thursday, November 3, 2011

Where: Financial Services Collection Conference 2011, Las Vegas

About John McNamara

John McNamara leads marketing and communications strategy at LiveVox, including brand development, platform and application awareness, sales/marketing alignment, lead generation, client nurturing, and alliances with technology providers, VARs and channel partners. John brings 28 years of contact center executive and operations expertise with intense focus on technology applications and call center optimization. John is the director and co-founder of Fidelis Recovery Solutions, Inc., a receivables management firm. Prior to LiveVox and Fidelis, John was COO for Asset Management Outsourcing; SVP of Operations at Nationwide Credit/ACB; and VP of Operations at United Recovery Systems. John is a frequent speaker, consultant and author addressing key trends in contact center operations, technology and consumer credit. In 2009, he was the winner of the ACA Kurt Swersky award for leadership. In 2011 John was named an ACA International Scholar and Fellow. John is currently Chairman of the ACA Affiliate Committee, Board Member for Collector Mentor and member of the ACA Technology Committee. John is a summa cum laude graduate of Kennesaw State University with a Bachelor of Business Administration degree in Finance.

LiveVox to Discuss Impact of Cloud Contact Center on Student Loan Recoveries

admin — Wed, 26 Oct 2011 18:51:07 +0000

CMO John McNamara to present ways to increase operations and IT flexibility at NCHELP Knowledge Symposium 2011

SAN FRANCISCO, October 26, 2011 — LiveVox, provider of the Private VoIP Cloud™ and contact center applications, today announced that Chief Marketing Officer John McNamara, will discuss the impacts of cloud contact center solutions on student loan recovery organizations at the National Council of Higher Education Loan Programs’ 2011 Knowledge Symposium at St Pete Beach, FL.

McNamara will join a group of operations and technology executives on a panel discussion at 3:15 PM, Wednesday, November 2. He will share advances in cloud contact center technology that increase efficiency and address consumer contact challenges.

LiveVox delivers a cloud contact center suite of predictive dialer, ACD, PBX, IVR and call recording, integrated onto the PCI-certified, multi-carrier Private VoIP Cloud.

What: Emerging Technologies and their Impact on Default Recoveries

Who: John McNamara, Chief Marketing Officer, LiveVox

When: 3:15 PM, Wednesday, November 2, 2011

Where: 2011 NCHELP Knowledge Symposium, Tradewinds Island Grand, St. Pete Beach, FL

About John McNamara

IT Expo 2011: LiveVox CEO explains what the Cloud can do for your Contact Center

admin — Tue, 18 Oct 2011 20:05:33 +0000

LiveVox Launches Intergrated Cloud ACD/PBX

msherrill — Tue, 11 Oct 2011 15:12:42 +0000

Cloud Switching provides a hardware-free path to VoIP & Unified Communications

SAN FRANCISCO, October 11, 2011 — LiveVox Inc., the provider of the Private VoIP Cloud™ and integrated contact center applications, today announced that it has developed an integrated ACD/PBX for its highly scalable cloud call center suite.

The integration of the Cloud ACD/PBX eliminates the need for expensive and limited site-premised PBXs while delivering advanced call routing, back office support and voicemail. Other LiveVox applications include predictive dialer, IVR, call recording and business analytics.

With cloud-based switching as part of its core architecture, LiveVox provides a simpler network topology and faster voice/data transfers to contact centers. LiveVox has detailed this new approach in the strategic briefing paper “How Cloud-Based Switching Simplifies Multi-Site Routing.” Download it here.

“Cloud switching and the LiveVox Cloud ACD/PBX eliminate enormous costs and integration challenges for contact centers,” said Louis Summe, Chief Executive Officer, LiveVox. “Contact center executives often believed they were forced into PBX upgrades in order to migrate to VoIP/MPLS. This adds needless maintenance and hardware integration that slows deployment while increasing cost and complexity. Technology has adapted to keep contact centers more agile through the cloud.”

Each contact center environment is unique, and LiveVox maps out specific ACD/PBX implementation requirements. However, cloud deployment is still less costly and time consuming across an organization than installing a site-premised IP-PBX at each location.

In addition to the standard features of a traditional PBX, benefits of the LiveVox Cloud PBX include:

Faster voice/data transfers to and between agent locations;
Faster deployment inside and across locations than competing hardware;
Greater integration between dialer, ACD, IVR and CRM systems;
Burstable line/network/agent requirements on demand;
Portable licensing across locations;
Simpler network topology via the cloud.

“Call center technology has reached an inflection point,” said Michael Reed, Vice President, Engineering, LiveVox. “Advances in standards and cloud technology have made it much easier for contact centers to leverage VoIP/MPLS. Contact centers no longer need to put expensive hardware or complex PBX upgrades between themselves and the cloud.”

For more information about transitioning a contact center to VoIP, download “Take the Migraine out of VoIP Migration” here.

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.

LiveVox Enhances Dialer Compliance with Account Penetration Settings

strinh — Mon, 12 Sep 2011 12:02:15 +0000

Cloud Contact Center provider adds configurable calling limits to robust compliance suite that also includes cell phone treatment tools

SAN FRANCISCO, September 12, 2011 — LiveVox Inc., the provider of the Private VoIP Cloud™ and integrated contact center applications, today announced it has added account penetration settings to its predictive dialer compliance suite. The LiveVox Cloud includes a flexible compliance suite so contact centers can customize and manage outbound campaigns to their own legal and client mandates, even as requirements change over time.

LiveVox penetration settings tools enable contact centers to configure the number of times an account or number is dialed during a specified period. Recently, a large bank ordered its outsourcers to adhere to more restrictive daily penetration limits, highlighting the importance of this feature

“Whether clients have requested ways to approach cell phones or state dialing laws, LiveVox has long been dedicated to developing compliance features that matter to contact centers,” said Louis Summe, Chief Executive Officer, LiveVox. “Our cloud integration methodology allows us to develop new features more quickly and implement them across client locations much faster and cheaper than competing hardware solutions.

LiveVox integrates core contact center applications like dialer, ACD, PBX and compliance features and deploys them from a PCI-certified, third-party audited cloud platform. The LiveVox platform offers real-time scale for outbound call processing and faster voice/data transfers for quicker connections.

The LiveVox Compliance Suite

Account Penetration Settings add to a robust compliance suite that includes LiveVox Dynamic Preview and free integrated cell phone scrubs, which were released in early 2010 and present a path to manage cell phone compliance without sacrificing efficiency and productivity.

Additional features of the LiveVox Compliance Suite include:

PCI compliant; third-party audited infrastructure
End-to-end PCI compliant payment lines
State dialing configuration GUIs
Integrated dual-track call recording for inbound, outbound and manual calls
Manual dialing call curfews
Cell phone scrubs by campaign at no cost
Customizable real-time Do Not Call (DNC)

“Whether call centers are trying to manage effort against diminishing returns, regulatory concerns or client dialing/sloping specifications, this new tool allows user customizable settings for those purposes,” said John McNamara, Chief Marketing Officer, LiveVox. “Contact centers need to review vendors’ track records of listening to client concerns and quickly delivering meaningful features to help them meet their business goals. The cloud, as opposed to site-premised hardware, is uniquely positioned to offer the flexibility and rapid deployment needed for ongoing compliance management.”

LiveVox to Present Five Steps to Better Dialer Campaigns at DCS

strinh — Thu, 08 Sep 2011 19:30:42 +0000

CMO John McNamara will also join receivables management executives and advisors to discuss latest call center IT trends

SAN FRANCISCO, September 8, 2011 — LiveVox, provider of the Private VoIP Cloud™ and contact center applications, today announced that Chief Marketing Officer John McNamara will present “Five Minutes for Five Steps to Better Dialer Campaigns” at Debt Connection Symposium 2011 in Las Vegas.

The five tips implementable in any blended center are part of “fast track” presentations at 11 AM Thursday, September 15. A 28-year call center veteran and agency owner/founder, McNamara will also moderate panels with contact center executives and industry advisors on “What’s New in the IT Ecosystem” at 3:30 PM, Wednesday, September 14.

What: “Five Minutes for Five Steps to Better Dialer Campaigns”

Who: John McNamara, Chief Marketing Officer, LiveVox

When: 11 AM Thursday September 15

Where: Debt Connection Symposium 2011, Las Vegas

About John McNamara

LiveVox to Discuss Cloud Contact Center “Evolution” at IT Expo West

strinh — Thu, 08 Sep 2011 17:11:58 +0000

CEO Louis Summe to discuss how to implement cloud solutions in a secure and manageable way

SAN FRANCISCO, September 8, 2011 — LiveVox, provider of the Private VoIP Cloud™ and contact center applications, today announced that Chief Executive Louis Summe will join a panel on “The Cloud Evolution in Contact Centers” at IT Expo West next week in Austin.

As co-founder and CEO, Summe has led the development of a highly scalable cloud contact center infrastructure over the past decade. LiveVox integrates core contact center applications like dialer, ACD, PBX IVR, and call recording. The PCI-certified platform offers real-time scale and a simpler network topology and faster voice/data transfers.

Summe will discuss how to implement cloud contact centers in a secure and manageable way, while solving historic contact center problems like integration, deployment and seasonal variability.

What: “The Cloud Evolution in Contact Centers”

Who: Louis Summe, Chief Executive Officer, LiveVox

When: Noon, CDT, Thurs., Sept 15

Where: IT Expo West, Austin Texas

LiveVox will also be exhibiting at IT Expo West (BOOTH 303). Attendees can stop by for more information about leveraging the Cloud in their call center.

About Louis Summe

Louis Summe has spent over 15 years creating and building technology based communication services. Prior to LiveVox, Mr. Summe served as the Vice President of Business Development and Product Management for Physicians’ Online (POL), the leading online service for physicians with over 200,000 physician members. Mr. Summe was instrumental in selling POL to Mediconsult, which is now part of WebMD (Nasdaq: HLTH) for $200 million. Previously, Mr. Summe held marketing, product development & business development positions at Merck-Medco. His accomplishments include physician and patient communication programs for Pfizer and Merck, which enrolled over 10,000 physicians, 3.5 million patients and generated $50 million in annual revenues. Before Merck-Medco, Mr. Summe was a Systems Engineer at EDS. Mr. Summe holds an M.B.A. with honors from Columbia University and a B.A. in Physics from Xavier University.

LiveVox Launches Channel Partner Program

strinh — Mon, 08 Aug 2011 18:23:37 +0000

Agents and resellers can maximize their value to call center clients with the Private VoIP Cloud™ and burstable contact center applications

SAN FRANCISCO, August 8, 2011 — LiveVox Inc., the provider of the Private VoIP Cloud™ and integrated contact center applications, today announced the launch of its channel partner program. This program will enable telecom agents, network consultants and other referral partners to increase revenue and maximize their value to call center clients through their relationship with LiveVox.

LiveVox utilizes a fully burstable, multi-carrier IP/MPLS network to deliver multi-tenant cloud contact center applications such as ACD, dialer, IVR, recording and campaign management.

“Cloud deployment is a driving trend in technology, including within the contact center,” said Louis Summe, Chief Executive Officer, LiveVox. “When based on a secure, reliable foundation of MPLS and combined with a ground-up, multi-tenancy platform, the cloud has the ability to solve many historic constraints within the call center such as capacity provisioning and call routing.”

With cloud-based switching, the PCI-certified LiveVox solution simplifies network topology and delivers faster transfers to and between contact centers, reducing dropped calls and improving service levels. Cloud capacity provisioning enables contact centers to burst all layers of the technology stack simultaneously in real-time ensuring they can manage call volume fluctuations and capacity needs as they happen.

“The launch of the channel partner program is an exciting time for LiveVox as call centers continue to embrace our model of true cloud deployment,” said John McNamara, Chief Marketing Officer, LiveVox. “As contact centers increasingly adopt VoIP/MPLS and cloud technology, agents must continue to develop new revenue streams and add value to their customers. I think channel partners will be excited about our bundled and unbundled offerings. Because we interoperate with all major carriers, we provide a great new offering for the channel.”

Program participation will require a strong track record of telecom, network or applications success within the contact center space. LiveVox will provide support and training for its partners.

For more information about the LiveVox Channel Partner Program, please contact David Scheidemantel, Director, Channel Partners, at 978-376-8906 or dscheidemantel@livevox.com.

XO Communications, NCO Group & LiveVox to Host Webinar on How the Cloud can Solve Historic Contact Center Constraints

msherrill — Wed, 06 Jul 2011 13:30:03 +0000

Session to discuss how to remove risk from cloud migration with IP/MPLS

SAN FRANCISCO, July 6, 2011 — Contact center executives are being pushed to adopt cloud computing strategies, but the market is cluttered with hype. More specific dialogue is needed to address tangible benefits of the cloud and plot a manageable, secure path to adoption.

Join XO Communications, NCO Group and LiveVox Inc. in a webinar that explains how IP/MPLS reduces the risk of cloud migration and how the cloud can solve 8 historic call center constraints. The event will be held at 2 PM, EDT, Tuesday, July 19.

WEBINAR TOPICS:

How to leverage MPLS as a path to the cloud
Solving network, security and redundancy challenges with cloud migration
How to solve operational challenges like seasonality, tech portability and call volume spikes
Solutions to IT challenges like integration, VoIP migration and obsolescence
How to spot cloud contenders and cloud pretenders

WHAT: “Take the Risk out of Cloud Contact Centers with IP/MPLS: How the Cloud solves 8 Historic Contact Center Constraints”

WHO:

Eric Hyman, Director, Product Management, XO Communications
Paul McGee, Director, Customer Contact Management, NCO Group
Louis Summe, Chief Executive Officer, LiveVox
John McNamara, Chief Marketing Officer, LiveVox, as Moderator

WHEN: 2 PM, EDT, Tuesday, July 19

WHERE: To register, click here.

To start learning about how the cloud can solve specific contact center constraints, please download “How Cloud-Based Switching Simplifies Multi-Site Routing,” part of the LiveVox Strategic Briefing Series here.

Webinar attendees will receive strategic briefing papers addressing solutions for historic contact center problems and the whitepaper “The Benefits of Migrating to MPLS” from XO.

About XO Communications

XO Communications, a subsidiary of XO Holdings, Inc., is a leading nationwide provider of advanced broadband communications services and solutions for businesses, enterprises, government, carriers and service providers. Its customers include more than half of the Fortune 500, in addition to leading cable companies, carriers, content providers and mobile network operators. Utilizing its unique combination of high-capacity nationwide and metro networks and broadband wireless capabilities, XO Communications offers customers a broad range of managed voice, data and IP services with proven performance, scalability and value in more than 85 metropolitan markets across the United States. For more information, visit www.xo.com.

LiveVox Delivers Cloud-Based Switching for Multi-Site Contact Centers

strinh — Wed, 15 Jun 2011 16:23:07 +0000

LiveVox Delivers Cloud-Based Switching for Multi-Site Contact Centers

Private VoIP Cloud™ delivers multi-site call routing with real-time agent presence while eliminating dependence on IP/PBXs

SAN FRANCISCO, June 15, 2011 — LiveVox Inc., the provider of the Private VoIP Cloud™ and integrated contact center applications, today announced cloud-based switching for multi-site contact centers. Through the LiveVox Private VoIP Cloud™, contact centers can now execute multi-site call routing without site-based switching or expensive and limited “intelligent” networking hardware.

Cloud-based switching enables contact centers to more seamlessly execute multi-site call routing with real-time visibility into agent presence at all locations. Site-to-site voice/data transfers and screen pops are delivered without reliance on site-premised PBXs or network routing “master node” hardware. LiveVox fully integrates this into call center applications such as ACD, predictive dialer, IVR, PBX, and call recording.

Also today, LiveVox has released the strategic briefing paper “How Cloud-Based Switching Simplifies Multi-Site Routing.” Download here: http://info.livevox.com/livevoxcom/download-livevox-cloud-switching-whitepaper/.

Multi-site routing and integration simplified

Multi-site routing is difficult manage. Because of site-based switching limitations, routing tools are typically only configured to deliver call control in one direction. Transferring calls to another center loses account data associated with the consumer, who then must reenter information and wait on hold again. Additional switching and routing can also increase latency hindering call quality and screen pop delivery.

Traditional multi-site routing also created integration headaches because PBX, ACD, database and agent desktop (screen pop) integrations are needed at each location. Not only does cloud-based switching simplify multi-site routing, it reduces integration. Instead, in the LiveVox Private VoIP Cloud™, integration is executed and managed centrally with Cloud Integration Tools across the organization with a time-saving, one-to-many approach.

The Private VoIP Cloud™

“The Private VoIP Cloud™ is the culmination of a 10-year effort to develop and refine our platform,” said Louis Summe, Chief Executive Officer, LiveVox. “Technology trends, industry analysts and CIO surveys all point to an increasing need to leverage cloud infrastructure within the call center. The discussion is no longer a matter of ‘if’ but ‘how.’ Contact centers who wait to develop a cloud strategy need to know their competitors are not waiting.”

The LiveVox Private VoIP Cloud™ leverages IP/MPLS for voice/data transport. It delivers burstable networks, highly scalable applications, fully redundant technology and IT best practices. The patented, PCI-certified LiveVox platform integrates core contact center applications such as ACD, predictive dialer, IVR, and call recording delivered solely from the cloud.

Eliminating the site-premised switching dependency

LiveVox eliminates the site-premised switching requirement for contact center agents with the LiveVox Communicator soft phone. For smaller contact center organizations yet to migrate to VoIP, LiveVox Communicator quickly solves the transition without expensive IP/PBX upgrades.

For the multi-site contact center, LiveVox Communicator is an easy way to tap into the benefits of cloud-based switching without settling for the limitations of expensive routing and switching hardware.

“Vendors built on legacy technology are working hard to position themselves as ‘cloud’,” said Michael Reed, Vice President, Engineering, LiveVox. “Most are ASP-like iterations of core offerings. Others offer old technology with a different pricing structure. None offer the key cloud platform benefits call centers need. With true cloud providers, call centers have the opportunity to remove historic constraints from their operations.”

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 predictive dialer, ACD, IVR, call recording and business analytics. LiveVox is headquartered in San Francisco. For more information, visit www.livevox.com.

LiveVox Provides Assistance with Cell Phone Dilemma

strinh — Thu, 09 Jun 2011 00:41:50 +0000

See how LiveVox is helping contact centers manage cell phone compliance with it’s hosted predictive dialer feature, Dynamic Preview with integrated cell phone scrub.

Four Hallmarks of Good Hosted Predictive Dialer Technology

strinh — Thu, 09 Jun 2011 00:39:09 +0000

Read TMC’S take on the Four Hallmarks of Good Hosted Predictive Dialer Technology by contributing editor David Sims.

LiveVox Cloud Predictive Dialer Wins ATA Technovation Award

strinh — Mon, 11 Apr 2011 16:19:40 +0000

LiveVox Cloud Predictive Dialer Wins ATA Technovation Award

Patented, burstable platform noted for PCI-DSS certification and Secure VoIP/MPLS architecture that scales inbound/outbound call processing on demand

SAN FRANCISCO, April 11, 2011 — LiveVox Inc., the leading provider of cloud contact center solutions, today announced it was awarded the Technovation Award from the American Teleservices Association for its Secure VoIP Predictive Dialer. The ATA is a non-profit trade organization serving companies that use contact centers as an integral channel of their operations.

Recipients of the Technovation award must demonstrate significant innovation and cultivate a focus on new product development for the contact center industry. LiveVox delivers integrated predictive dialer, ACD, IVR and call recording applications solely from the cloud.

“Our annual awards gala gives us an opportunity to recognize companies that are committed to making advances in technology and raising the level of service for consumers around the world,” said Phil Grudzinski, ATA Board Chair. “We appreciate the innovation and dedication of our member company LiveVox for their Secure VoIP Predictive Dialer and contact center suite.”

LiveVox was the only cloud contact center communications platform to win the award, which was presented at the annual ATA Convention and Expo last month. LiveVox is a fully burstable, PCI-compliant platform differentiated by its ability to deliver ongoing cost efficiency and reliability through the use of redundant Secure VoIP/MPLS networks for voice and data transport.

LiveVox provides on demand Wide Area Networks delivering such benefits as global load balancing and PCI-compliant processes and infrastructures across multi-site organizations.

“LiveVox is pleased to be recognized by the ATA for our dedication on continued product development, security and reliability,” said Louis Summe, Chief Executive Officer, LiveVox. “As the contact center landscape becomes more complex with multi-site, multi-sourced configurations, the cloud provides opportunities to improve flexibility and site integration.”

About the ATA

The American Teleservices Association (ATA) is the only non-profit trade organization dedicated exclusively to the advancement of companies that utilize contact centers as an integral channel of operations. ATA members include companies with inbound or outbound contact centers, users of Teleservices, trainers, consultants, and equipment suppliers who initiate, facilitate, and generate telephone, Internet, and e-mail sales, service, and support. Founded in 1983, the American Teleservices Association (ATA) represents more than 4,000 contact centers that account for over 1.8 million professionals worldwide. www.ataconnect.org.

About LiveVox
LiveVox is the leading provider of cloud contact center solutions. LiveVox offers an integrated predictive dialer, ACD, IVR, call recording and business analytics. The patented, fully burstable LiveVox platform utilizes carrier IP/MPLS networks and delivers multi-site deployment, routing and controls. LiveVox is headquartered in San Francisco. For more information, visit www.livevox.com.

LiveVox Taps Call Center Tech Vet for VP of Product Management

strinh — Tue, 05 Apr 2011 16:22:16 +0000

LiveVox Taps Call Center Tech Vet for VP of Product Management

Chris Pigott brings 20 years experience with global contact center technology implementation & product development

SAN FRANCISCO, April 5, 2011 — LiveVox Inc., the leading provider of cloud contact center solutions, today announced the appointment of Chris Pigott as Vice President of Product Management. With over 20 years experience with contact center hardware and software, Pigott will drive LiveVox’s continued ability to manage solution requirements and product implementation for multi-site, multi-source client engagements.

Pigott will lead LiveVox product management groups, including aligning client specifications with the product development roadmap. He has played similar roles at multiple firms, including Genesys Telecommunications, a call center infrastructure provider acquired by Alcatel-Lucent. Pigott has led worldwide feature implementation, training and support for Fortune 500 and Fortune 1000 clients in industries such as telecommunications, financial services, healthcare, technology and outsourcing. He also served in executive roles at MCI Telecommunications.

“LiveVox is excited to announce the addition of Chris Pigott to a management team focused on delivering tools to optimize performance and network infrastructure across the multi-site contact center,” said Louis Summe, Chief Executive Officer, LiveVox. “Contact centers are poised to take advantage of telecom and networking trends that improve security, scale and cost efficiency without carrier or IP/PBX provision or custom integration

LiveVox utilizes Secure VoIP/MPLS networks to integrate contact center applications such as ACD, predictive dialer, IVR and call recording delivered from a fully burstable, PCI-compliant private cloud.

“Joining LiveVox allows me to take a leadership role in a company that is changing the way communications technology is deployed in the contact center,” Pigott said. “LiveVox focuses on rapid implementation and feature development that is led specifically by client requests. I look forward to adding my experience of global product development and implementation to an already strong team.”

LiveVox to Discuss Future of Call Center IT at ACA Spring Forum

strinh — Mon, 21 Mar 2011 16:03:58 +0000

LiveVox to Discuss Future of Call Center IT at ACA Spring Forum

Industry leaders to talk about technology trends and roadblocks toward IT optimization

SAN FRANCISCO, March 21, 2011 — LiveVox Inc., the leading provider of cloud contact center solutions, today announced that Chief Marketing Officer John McNamara will discuss the future of information technology in the call center this week at the American Collection Association Spring Forum 2011. John will join a panel of industry experts in a session titled “How Much IT Do You Need: A Candid Discussion about the Future of Call Center IT.”

The session will explore how industry leaders assess IT departments, key performance indicators, and the alignment between technology and business goals such as growth and client retention. The panel will discuss lessons learned, leading trends and common roadblocks of the optimized IT department.

WHO: John McNamara, Chief Marketing Officer, LiveVox & Co-Founder, Fidelis Recovery Solutions, an Atlanta-area receivables management firm. Previously he served as COO for Asset Management Outsourcing; SVP of First Data Corp/ACB Business Services, and SVP of Operations at Nationwide Credit Corp

WHAT: “How Much IT Do You Need: A Candid Discussion about the Future of Call Center IT”

WHEN: 3 p.m., Wednesday, March 23

WHERE: ACA Spring Forum 2011, Paradise Valley Resort, Scottsdale, AZ

Last month, LiveVox released the whitepaper “The Cost Efficiency of Cloud,” which examines how MPLS is changing the economics of contact center technology. The paper can be downloaded at www.livevox.com/resource-center/white-papers.

About John McNamara

John brings 28 years of contact center executive and operations expertise with intense focus on technology applications and call center optimization. John is the director and co-founder of Fidelis Recovery Solutions, Inc., a receivables management firm. Prior to LiveVox and Fidelis, John was COO for Asset Management Outsourcing; SVP of First Data Corp.-ACB; SVP of Operations at Nationwide Credit Corp; and VP of Operations at United Recovery Systems.

John is a frequent speaker, panelist, consultant and author addressing key issues and trends in contact center operations, technology and consumer credit. In 2009, he was the winner of the ACA Kurt Swersky award for leadership.

John is a summa cum laude graduate of Kennesaw State University with a Bachelor of Business Administration degree in Finance.

XO Communications & LiveVox to Discuss the Value of MPLS for Call Centers at Channel Partners 2011

strinh — Thu, 10 Mar 2011 18:51:22 +0000

XO Communications & LiveVox to Discuss the Value of MPLS for Call Centers at Channel Partners 2011

Telecom agents can hear how to maximize opportunities as their contact center clients increase migration to VoIP

SAN FRANCISCO, March 10, 2011 — LiveVox Inc., the leading provider of cloud contact center solutions, today announced it will be joined by XO Communications to discuss how telecom agents can maximize their value to contact center clients through MPLS at Channel Partners 2011 in Las Vegas.

Contact centers are increasingly leveraging VoIP and MPLS for voice and data transport as an alternative to traditional PSTN telephony infrastructure. MPLS adoption paves the way for broader adoption of cloud technology by contact centers from legacy hardware, because it delivers the cost efficiency of VoIP with the security, reliability and Quality of Services (QoS) guarantees of IP carriers.

LiveVox offers a patented, fully burstable inbound/outbound cloud contact center platform that integrates predictive dialer, ACD, IVR, call recording and business analytics applications. The ability of LiveVox to scale call processing capabilities in real time, coupled with global call routing across locations and at-home agent groups, increases the efficiency and effectiveness of the multi-site, multi-source contact center environment.

WHO: Daniel Toomey, Sr. Product Manager of IP/VPN, XO Communications and Michael Reed, VP of Technical Operations, LiveVox

WHAT: MPLS: The Driving Force Behind Cloud Computing

WHEN: 3 p.m., Monday March 14

WHERE: Channel Partners 2011: Bluethorn 3 – Aria Hotel, Las Vegas

To RSVP, please email info@livevox.com or call (866) 723-9067.

Last month, LiveVox released the whitepaper “The Cost Efficiency of Cloud,” which examines how MPLS is changing the economics of contact center technology. The paper can be downloaded at www.livevox.com/resource-center/white-papers.

About XO Communications

XO Communications, a subsidiary of XO Holdings, Inc., is a leading nationwide provider of advanced broadband communications services and solutions for businesses, enterprises, government, carriers and service providers. Its customers include more than half of the Fortune 500, in addition to leading cable companies, carriers, content providers and mobile network operators. Utilizing its unique combination of high-capacity nationwide and metro networks and broadband wireless capabilities, XO Communications offers customers a broad range of managed voice, data and IP services with proven performance, scalability and value in more than 75 metropolitan markets across the United States. For more information, visit www.xo.com.

LiveVox Delivers Burstable Predictive Dialer to Teleservices

strinh — Tue, 08 Mar 2011 06:15:23 +0000

LiveVox Delivers Burstable Predictive Dialer to Teleservices
PCI compliance and MPLS carrier networks ensure security, reliability and cost efficiency of cloud contact center technology

SAN FRANCISCO, March 8, 2011 - LiveVox Inc., the leading provider of cloud contact center solutions, today announced deployment of its fully burstable inbound/outbound cloud platform with integrated hosted predictive dialer, ACD, IVR, call recording and sub-second global call routing to telesales organizations.

The integrated LiveVox platform is unique in its ability to scale and enable seamlessly integrated “virtual agent groups” that can combine onshore, offshore and at-home agent pools. LiveVox is also differentiated by its ability to deliver ongoing cost efficiency and reliability through the use of redundant IP/MPLS carrier networks for voice and data transport. The use of Internet/VPN can also serve as a bridge to the cost efficiency benefits of VoIP for contact centers yet to complete the transition to MPLS.

“As the modern contact center environment grows more complex with onshore, offshore and at-home agents, the cloud enables telesales organizations to better integrate locations, data and agent groups to increase efficiency,” said Louis Summe, Chief Executive Officer, LiveVox. “The burstability platform delivers real-time scale to maximize agent talk time while eliminating capacity procurement risk. This solution radically reduces agent wait time while managing abandonment.”

Features of the LiveVox platform include:

Integrated contact applications such as predictive dialer, ACD, IVR, call recording, business analytics
Centralized management including GUI-based workgroup creation, skills-based routing and blending configurations on demand
Fully redundant, PCI-compliant carrier-class architecture for security, reliability and disaster recovery
Centralized data management and reporting

This month, LiveVox released the whitepaper “The Cost Efficiency of Cloud,” which examines how MPLS is changing the economics of contact center technology. The paper can be downloaded at www.livevox.com/resource-center/white-papers.

LiveVox will be exhibiting in Booth 108 March 13-15 at the upcoming American Telesales Association Convention & Expo in Phoenix. For more information call (866) 723-9067.

LiveVox Deploys Predictive Dialer Account Penetration Analytics

strinh — Tue, 15 Feb 2011 16:40:34 +0000

LiveVox Deploys Predictive Dialer Account Penetration Analytics

Hosted Predictive Dialer provider delivers tools to enhance effectiveness and efficiency of outbound calling campaigns

SAN FRANCISCO, February 15, 2011 — LiveVox Inc., the leading provider of cloud contact center solutions, today announced the release of its account penetration analytics for predictive dialer calling campaigns. Better visibility into account penetration is important to all call centers but especially important for those with large outbound portfolios who need the ability to understand when dialing on the same accounts starts to yield diminishing returns.

Penetration rates are often a challenging KPI, because they require the integration of account detail data that typically reside in the billing system and call result data from the dialer. These reports can be produced but often require manual, custom reporting projects with a business analyst. Given the time and expense, call centers may analyze penetration periodically but not with the frequency to keep pace with changing conditions.

“LiveVox continues to enhance its platform with the analytics that our clients need to drive contact priorities and campaign strategies,” said Louis Summe, Chief Executive Officer, LiveVox. “Our cloud platform enables LiveVox to organize real-time campaign results across the multi-site contact center environment. Our development model is to continue to build reporting based specifically to client needs.”

LiveVox offers extensive analytics as part of its integrated predictive dialer, ACD, and IVR platform. Reports are accessible to clients on demand or a scheduled basis to provide critical information on KPIs at an enterprise level as well as by location, program and agent group.

Features of the LiveVox Business Analytics Suite:

Centralized and secure access point to view real-time and historic contact center analytics regardless of agent workgroup location;
Integration with disparate CRM systems used by clients across a multi-site environment;
Data available from as broad as the enterprise level to as granular as the productivity of individual agents;
Data provided electronically in virtually any format, frequency or accumulation specified;
Report access can be controlled and customized with the LiveVox role-based security GUI.

In July, LiveVox announced analytics updates that included contact rate analytics, time zone contact comparisons, workgroup productivity comparisons and additional dashboards for visual representations of call result data.

“Penetration is a great way to manage the right amount of effort put into an outbound portfolio, since both too much and too little are big problems. ” said John McNamara, Chief Marketing Officer, LiveVox. “Whether to comply with client penetration demands, compliance concerns or to determine the point of diminishing returns during call attempts, these types of analytics deliver actionable data around calling strategy rather than repeatedly calling the same numbers without a plan. Agent screen pop is not where integration ends. The dialing system and the account management system must marry data elements to deliver real-time penetration.”

LiveVox Receives Customer Interaction Solutions Magazine’s 2010 Product of the Year Award

strinh — Tue, 11 Jan 2011 18:08:16 +0000

LiveVox Receives Customer Interaction Solutions Magazine’s 2010 Product of the Year Award

LiveVox honored for exceptional innovation for its patented, fully burstable cloud contact center application suite

SAN FRANCISCO, January 11, 2011 — LiveVox Inc., the leading provider of cloud contact center solutions, today announced it received a 2010 Product of the Year Award from Technology Marketing Corporation’s (TMC®) Customer Interaction Solutions magazine, the leading publication covering CRM, call centers and teleservices since 1982.

This follows LiveVox’s recognition last year as the Best Brand of Hosted Outbound Customer Contact Solution in the U.S. Market by independent research firm Frost & Sullivan. LiveVox integrates on demand ACD, automated dialing, IVR, call recording and business analytic applications onto a patented, fully burstable, and PCI compliant cloud platform.

“Cloud computing when combined with IP/MPLS is poised to change the economics of contact center infrastructure by up to 50%,” said Louis Summe, Chief Executive Officer, LiveVox. “IP/MPLS enables LiveVox to deliver ongoing cost efficiency compared to call center hardware, in addition to the flexibility, rapid deployment, and productivity enhancing features of cloud deployment.”

LiveVox has developed some of the most mature multi-site applications and configuration tools on the market. LiveVox is also dedicated to delivering a platform with the most robust carrier MPLS integration of any other cloud provider. IP/MPLS enables LiveVox to deliver the security, reliability and cost efficiency needed by today’s contact center.

“LiveVox was granted a 2010 Product of the Year Award for its achievement in advancing contact center technologies,” said Rich Tehrani, Chief Executive Officer, TMC. “LiveVox has demonstrated excellence as well as provided ROI for their clients. Customer Interaction Solutions magazine has been honoring innovative companies for 13 years and LiveVox has earned its place with this distinguished honor.”
Product of the Year Award winners are featured in the January issue of Customer Interaction Solutions magazine. For more information about the Customer Interaction Solutions’ 2010 Product of the Year Awards or any of the TMC media properties, please visit www.tmcnet.com.

About LiveVox
LiveVox is the leading provider of cloud contact center solutions. LiveVox offers an integrated predictive dialer, ACD, IVR, call recording and business analytics suite. The patented, fully burstable LiveVox platform utilizes carrier IP/MPLS networks and delivers multi-site deployment, routing and controls. LiveVox is headquartered in San Francisco. For more information, visit www.livevox.com.

About Customer Interaction Solutions
Since 1982, Customer Interaction Solutions (CIS) magazine has been the voice of the call/contact center, CRM and teleservices industries. CIS magazine has helped the industry germinate, grow, mature and prosper, and has served as the leading publication in helping these industries that have had such a positive impact on the world economy to continue to thrive. Through a combination of outstanding and cutting-edge original editorial, industry voices, in-depth lab reviews and the recognition of the innovative leaders in management and technology through our highly valued awards, Customer Interaction Solutions strives to continue to be the publication that holds the quality bar high for the industry. Please visit www.cismag.com for more information.

About TMC
Technology Marketing Corporation (TMC) is a global, integrated media company helping clients build communities in print, in person, and online. TMC publishes Customer Interaction Solutions, INTERNET TELEPHONY, Unified Communications, NGN and InfoTECH Spotlight magazines. TMC is the producer of ITEXPO, the world’s leading B2B communications event. TMCnet.com, which is read by two million unique visitors each month, is the leading source of news and articles for the communications and technology industries. In addition, TMC runs multiple industry events: 4GWE; Smart Grid Summit; M2M Evolution; Cloud Communications Summit; Social CRM Expo; SIP Tutorial; VIPeering; Business Video Expo; CVx; Digium|Asterisk World; StartupCamp; MSPAlliance MSPWorld and more! Visit TMC Events for a complete listing and further information.

ACI Saves Capital with Full Shift to the Cloud

strinh — Wed, 15 Dec 2010 18:09:37 +0000

ACI Saves Capital with Full Shift to the Cloud

LiveVox contact center virtually eliminates capital expenditures while MPLS delivers ongoing cost efficiency

SAN FRANCISCO, December 15, 2010 - LiveVox Inc., the leading provider of cloud contact center solutions, today announced that receivables-management services provider American Coradius International LLC upgraded its contact infrastructure without capital expenditures by fully transitioning to LiveVox’s integrated application suite of ACD, dialer, IVR, call recording and business analytic tools.

Buffalo-based ACI, faced with paying significant capital to upgrade existing hardware contact center infrastructure, instead chose to expand its partnership with LiveVox, which is unique among hosted providers by delivering a patented, fully burstable, and PCI compliant cloud platform. LiveVox provides flexible, on demand solutions without demanding customers sacrifice cash resources. The feature-rich integrated application suite has enabled sizable contact centers to transition fully from hardware to hosted dialing, call routing and other contact tools.

“Technology is only as effective as its ability to allow ACI to maintain competitive advantage and continue to deliver results for our clients,” said Bob Duggan, Chief Operating Officer, ACI. “Our partnership with LiveVox has grown over several years. We were confident their proven cloud platform contained the full feature set we needed to achieve our business goals without requiring the significant upfront capital expense of hardware upgrades.”

Not only does the cloud delivery model virtually eliminate capital expenses, through the use of IP/MPLS transport, LiveVox is able to deliver security, reliability and ongoing operating cost efficiency over traditional premised solutions.

“Security, reliability and price should be concerns regardless of whether a contact center considers hosted or hardware technology,” said Louis Summe, Chief Executive Officer, LiveVox. “We address these challenges with PCI compliance and an MPLS mesh that integrates across all major carriers. IP/MPLS is the path that will allow businesses of all sizes to securely and reliably integrate cloud solutions such as LiveVox to build radically more cost efficient telephony infrastructure.”

About LiveVox
LiveVox is the leading provider of cloud contact center solutions. LiveVox offers an integrated predictive dialer, ACD, IVR, call recording and business analytics suite. The patented, fully burstable LiveVox platform utilizes carrier IP/MPLS networks and delivers multi-site deployment, routing and controls. LiveVox is headquartered in San Francisco. For more information, visit www.livevox.com

LiveVox Reduces Fixed Dialer Maintenance and T1/DS3 expenses

admin — Mon, 18 Oct 2010 14:17:17 +0000

LiveVox Reduces Fixed Dialer Maintenance and T1/DS3 expenses

Business Analytics team offers cost-efficiency consulting on contact center IT & telephony infrastructure

SAN FRANCISCO, October 18, 2010 — LiveVox Inc., the leading provider of enterprise cloud-based consumer contact solutions, today announced the ability for contact centers to improve operational cost efficiency by reducing dialer maintenance and telephony expenses. As part of this solution, LiveVox has launched business analytics services that assess contact center IT and telephony infrastructure.

Because brick-and-mortar and TDM infrastructure were historically perceived as fixed costs, contact centers had few avenues to optimize cost efficiency in those areas. Since the maturation of IP/MPLS and VoIP, contact centers now have the opportunity to reduce so-called “fixed costs,” such as dialer maintenance contracts and T1 or DS3 expenses. By converting formerly fixed costs into variable costs, contact centers can both better control expenses and manage capacity requirements.

This is especially important for contact centers that need to scale back capacity. LiveVox is a well proven solution for too little capacity. Now opportunities exist to right-size operations with too much. As a result, contact centers can shed maintenance costs and scale back telephony infrastructure, while leveraging the security and Quality of Service (QoS) of MPLS. These advantages can be leveraged without the firm forfeiting future growth with no capital expenditure and multiyear contractual commitments.

“The perfectly optimized organization is rare. Businesses typically are growing or retrenching,” said Louis Summe, Chief Executive Officer, LiveVox. “In the past, because of fixed-cost constraints, the easiest way to adjust operating expenses was through headcount and workforce deployment. MPLS and VoIP empower contact centers to reduce operating expenses while speeding deployment timeframes and improving service quality.”

Infrastructure Assessment Services

Because contact centers have myriad VoIP/MPLS configuration options, LiveVox now offers consulting services to help determine the best path for organizations to optimize the cost efficiency of their IT and TDM infrastructure. Like all LiveVox business analytics and professional services, this is provided to contact centers at no cost.

The LiveVox cloud platform is a fully burstable, 100% VoIP solution, already integrated to IP carriers and IP/PBXs. This enables LiveVox to control call path routing and subscription rates, while delivering the scale and service quality needed by large enterprises.

“MPLS delivers both the QoS and scale needed for large organizations, while simplifying and centralizing multi-site management,” said Michael Reed, Vice President, Technical Operations, LiveVox. “The cloud then becomes a central integration point across locations or disparate hardware.”

About LiveVox

LiveVox is the leading provider of cloud contact center solutions. LiveVox offers an integrated predictive dialer, ACD, IVR, call recording and business analytics suite. The patented, fully burstable LiveVox platform utilizes carrier IP/MPLS networks and delivers multi-site deployment, routing and controls. LiveVox is headquartered in San Francisco. For more information, visit www.livevox.com.

LiveVox Initiates Agent VOIP through IP/MPLS for Cost Efficiency and Service Quality

strinh — Tue, 12 Oct 2010 20:40:44 +0000

LiveVox Initiates Agent VOIP through IP/MPLS for Cost Efficiency and Service Quality

Cloud Predictive Dialing Now Exceeds Premised Equipment in Cost Efficiency and Reliability

SAN FRANCISCO, October 12, 2010 - LiveVox Inc., the leading provider of enterprise cloud-based consumer contact solutions, today announced Agent VOIP, a direct IP/MPLS telephony configuration that delivers faster deployment speeds, service quality, and cost efficiency to the contact center.

IP-MPLS is a mature carrier VOIP standard which addresses past concerns around enterprise-grade IP telephony such as quality, security and integration expenses. Contact centers are increasingly utilizing IP PBXs and establishing IP/MPLS connections with carriers. While many hosted and hardware products are backed by TDM or hybrid VOIP technology, LiveVox is the first enterprise-level contact platform that is 100% VOIP.

With integration already completed to major IP carriers and IP/PBXs, LiveVox is able to shrink deployment time frames and increase cost efficiencies through direct access to carrier IP/MPLS networks. The improved Quality of Services (QoS) of IP/MPLS allows LiveVox to monitor and improve voice and data quality even while delivering unprecedented scale and on-demand call processing capabilities.

“IP/MPLS is an important trend because it enables contact centers to leverage operational cost efficiency not only from telephony but also data integration and CRM,” said Louis Summe, Chief Executive Officer, LiveVox. “These configurations bring greater efficiencies, reduce operation expenses, and pave a migration path for multi-site centers wanting to upgrade and consolidate often disparate voice platforms.”

Features of Agent VOIP include:

MPLS & IP PBX integration – LiveVox comes pre-integrated with major carriers and IP PBXs, reducing proprietary voice integration issues and speeding deployment time frames.

Carrier interoperability – With the multi-carrier approach of LiveVox, contact centers may leverage existing carrier relationships or utilize LiveVox’s direct connection to the PSTN

Cost efficiency – LiveVox reduces ongoing operating expenses by leveraging MPLS connectivity to each carrier, better controlling call path routing and subscription rates to service more agents “at ready” than traditional TDM.

Improved QoS - MPLS delivers improved QoS for the scale needed for large organizations facilitating multi-site management in a very efficient and effective manner

“The cloud allows contact centers the opportunity to connect and manage from a centralized location all the different systems and applications that organizations may have distributed across the multi-call center environment,” said Michael Reed, Vice President, Technical Operations, LiveVox. “IP/MPLS configurations provide a much higher QoS for the scale needed by the large enterprise than traditional TDM allowing LiveVox to manage agents at multiple sites in a very efficient and effective manner.”

About LiveVox
LiveVox is the leading provider of cloud contact center solutions. LiveVox offers an integrated predictive dialer, ACD, IVR, call recording and business analytics suite. The patented, fully burstable LiveVox platform utilizes carrier IP/MPLS networks and delivers multi-site deployment, routing and controls. LiveVox is headquartered in San Francisco. For more information, visit www.livevox.com.

Stellar Recovery Simplifies Multi-Site PCI Compliance with LiveVox

admin — Mon, 27 Sep 2010 09:17:05 +0000

Stellar Recovery Simplifies Multi-Site PCI Compliance with LiveVox

Cloud contact provider delivers end-to-end payment line protection for leading receivables management firm

SAN FRANCISCO, September 30, 2010 — LiveVox Inc., the leading provider of enterprise cloud-based consumer contact solutions, today announced that Stellar Recovery Inc., a leading receivables management firm, has leveraged the integrated IVR and on demand payment lines of LiveVox that meet the security and privacy requirements of the Payments Card Industry (PCI) Data Security Standard.

Compared to site-premised hardware solutions, LiveVox simplifies contact center compliance, because organizations can leverage existing PCI compliant infrastructure and business processes. With even the newest contact center hardware, organizations are forced to invest precious resources to meet PCI compliance. This includes an ongoing focus on implementing, auditing, updating and maintaining compliant networks, infrastructure and change control processes. Several hosted vendors have also yet to achieve PCI security and procedure standards.

“Contact centers are increasingly looking to gain efficiencies through automation, but at the same time security and compliance will always be primary concerns,” said John Schanck, Chairman/CEO, Stellar Recovery, Inc., a Kalispell, MT-based receivables management firm. “At Stellar, we leverage vendor partners that share our commitment to safety of consumer data. We can utilize the IT redundancy and process excellence of LiveVox to addresses the nuts-and-bolts of PCI compliance across multiple locations while focusing core resources on client service and business strategy.”

The complexity of compliance increases at multi-site organizations where system redundancies, policies and audits must be duplicated at each location. PCI rules around payment lines are especially stringent with requirements around transmission, processing and storing of credit card data. By leveraging already PCI-compliant infrastructure deployed in the cloud, contact center operations and IT groups can shift resources to application deployment, vendor management, analytics and strategy.

“Multi-site PCI compliance is difficult and expensive to obtain and time consuming to maintain,” said Louis Summe, Chief Executive Officer, LiveVox. “Contact centers never fully ‘outsource’ their commitment to security, but they require vendors who can facilitate compliance even as regulations change. Our more flexible infrastructure delivered from a carrier-class data center, enables us to develop GUI-based configuration tools that provide a simple path to multi-site compliance management.”

About Stellar Recovery
Stellar Recovery is an accounts receivable management company (ARM) servicing the financial services, telecommunications, utilities and retail industries. Stellar Recovery has customized processes, innovative technology and procedures that provide the information needed to maximize results. Based in Kalispell, MT, Stellar also operates in Denver. For more information, visit www.stellarrecoveryinc.com.

About LiveVox
LiveVox is the leading provider of cloud contact center solutions. LiveVox offers an integrated predictive dialer, ACD, IVR, call recording and business analytics suite. The patented, fully burstable LiveVox platform utilizes carrier IP/MPLS networks and delivers multi-site deployment, routing and controls. LiveVox is headquartered in San Francisco. For more information, visit www.livevox.com.

LiveVox CEO to Participate in Frost & Sullivan Innovation Summit

admin — Thu, 09 Sep 2010 11:35:25 +0000

LiveVox CEO to Participate in Frost & Sullivan Innovation Summit

Cloud contact platform provider also recognized as “best brand” in hosted contact tools

SAN FRANCISCO, September 9, 2010 — LiveVox Inc., the leading provider of enterprise cloud-based consumer contact solutions, today announced that Chief Executive Louis Summe will participate in the CEO Leadership Panel at the Frost & Sullivan Growth Innovation & Leadership Summit (GIL 2010: Silicon Valley) on Tuesday, Sept. 13 in San Jose, CA. The event coincides with LiveVox accepting the 2010 U.S. Frost & Sullivan Award for “Best Brand of Hosted Outbound Customer Contact Solution”.

LiveVox is the first provider to integrate core contact applications of ACD, IVR, predictive dialer and call recording and deploy them from the cloud, delivering unprecedented scale, flexibility and multi-site control over consumer contact technology. The patent holder for a carrier-class SIP-based platform, LiveVox has been one of the fastest growing contact center technology providers for the past several years.

Summe will join five corporate technology chiefs on the panel before a CEO audience to discuss managing corporate growth and maintaining innovation, especially in light of the recession.

“Innovation matters when it allows our clients to adapt to business needs as they change. That’s what drives growth,” said Louis Summe, Chief Executive Officer, LiveVox. “By deploying our patented solution from an IP/MPLS cloud, LiveVox delivers unprecedented scale, reliability and speed across the multi-site, multi-shore contact center environment.”

Frost named LiveVox as “best brand” based on its independent research report 2010 U.S. Contact Center Market: Trends in Contact Center Strategies, Operations, and Technologies. Frost & Sullivan’s Best Practices Awards recognize companies for outstanding achievement and superior performance in leadership, technological innovation, customer service, and strategic product development. Industry analysts compare market participants and measure performance through in-depth interviews, analysis, and secondary research to identify industry best practices.

About Frost & Sullivan
Frost & Sullivan, the Growth Partnership Company, enables clients to accelerate growth and achieve best-in-class positions in growth, innovation and leadership. The company’s Growth Partnership Service provides the CEO and the CEO’s Growth Team with disciplined research and best-practice models to drive the generation, evaluation, and implementation of powerful growth strategies. Frost & Sullivan leverages over 45 years of experience in partnering with Global 1000 companies, emerging businesses and the investment community from 40 offices on six continents. To join our Growth Partnership, please visit http://www.awards.frost.com.

About LiveVox
LiveVox is the leading provider of cloud contact center solutions. LiveVox offers an integrated predictive dialer, ACD, IVR, call recording and business analytics suite. The patented, fully burstable LiveVox platform utilizes carrier IP/MPLS networks and delivers multi-site deployment, routing and controls. LiveVox is headquartered in San Francisco. For more information, visit www.livevox.com.

LiveVox Introduces “Best Time to Call” Business Analytics Tools

admin — Wed, 28 Jul 2010 11:38:15 +0000

LiveVox Introduces “Best Time to Call” Business Analytics Tools

Cloud contact solutions provider marries real-time contact rates with historical trends for improved campaign results

SAN FRANCISCO, July 28, 2010 - LiveVox Inc., the leading provider of enterprise cloud-based consumer contact solutions, today announced upgrades to its business analytics suite that allow organizations to analyze and compare hour-by-hour changes to customer contact rates across time zones with historical trend data. The enhancement allows call centers to create more targeted calling campaigns by focusing efforts on the windows with best chances to secure contacts.

Additional enhancements to the reporting suite allow contact centers to compare the productivity of different dialer workgroups in real time, as well as visually representing campaign results with new dashboard tools.

“Harnessing the massive amount of data produced in the modern contact center is crucial to improving customer contact strategies,” said Louis Summe, Chief Executive Officer, LiveVox. “By focusing on feature development, managing infrastructure and tasks like tech support, LiveVox can enable clients to focus their energies on business strategy, client relationship management, compliance and retention.”

New features of the LiveVox reporting suite include:

Contact Rate Reporting – segments contact rates by hour for view into the contact fluctuations for dialer and messaging campaigns, including file re-queue

Time Zone Contact Comparison – compares peaks and valleys in contact rates across time zones

Workgroup Productivity Comparisons – allows managers to compare system statistics (e.g. talk/wrap/ready times and RPC rates) and productivity states (e.g. conversion rates) of separate dialer work groups in real time

Real-time Campaign Result Dashboards – provides visual representations of call result data, including result codes

Billing Dashboards - visually represents detailed campaign billing segments

“The need for call center solutions to determine ‘best time to call’ has always been a symptom of dialer line constraints. Lacking the infrastructure needed to combat declining talk times, managers looked for tools to keep the agents busy,” said John McNamara, Chief Marketing Officer, LiveVox. “Managers are largely freed of these worries because LiveVox provides capacity on demand. Now, with the new reporting tools, managers can better utilize campaign data to run more targeted campaigns.”

About LiveVox
LiveVox is the leading provider of cloud contact center solutions. LiveVox offers an integrated predictive dialer, ACD, IVR, call recording and business analytics suite. The patented, fully burstable LiveVox platform utilizes carrier IP/MPLS networks and delivers multi-site deployment, routing and controls. LiveVox is headquartered in San Francisco. For more information, visit www.livevox.com.

LiveVox Automates Voicemail Compliance on Manual and Preview Calls

strinh — Wed, 07 Jul 2010 21:04:34 +0000

LiveVox Automates Voicemail Compliance on Manual and Preview Calls

Voicemail management tool keeps agents focused on consumer interactions and ensures compliant messages on all calls

SAN FRANCISCO, July 7, 2010 — LiveVox Inc., the leading provider of enterprise cloud-based consumer contact solutions, today announced a new feature that enables credit and collection organizations to better manage answering machine compliance while increasing agent productivity during manual and preview dialing campaigns. By providing the ability to leave a standard, automated voicemail even in preview or manual dialing modes, LiveVox closes a gap in most companies’ messaging compliance strategies while allowing an agent to more quickly reach the next consumer.

Although agencies have the ability to leave well controlled, legally vetted automated messages on voicemails and answering machines during predictive campaigns, dialers are typically unable to leave messages in preview or manual modes. Agents are then left to decide and execute messaging content, which can be risky from a compliance standpoint and means high paid agents are talking to machines rather than consumers.

“LiveVox is able to deliver features like this because key components of contact center infrastructure like ACD, IVR, call recording and the dialer come already integrated into our solution. This lets our clients focus on business strategy and compliance management instead of managing and integrating hardware,” said Louis Summe, Chief Executive Officer, LiveVox. “With new and demanding regulations on the horizon, collection organizations need vendors continually focused on developing and delivering new tools to help them manage change and stay profitable.”

Arming agencies with the ability to leave automated, FOTI-compliant messages even in manual and preview dialing campaigns facilitates compliance management through messaging content control and increases productivity since agents can move to the next call.

The opportunity of cost of agents wasting time by speaking with machines is huge. Based on the per-minute cost of agent labor, collection organizations spend over $1 for every manual answering machine message, while losing the opportunity to speak with a consumer and exposing their employer to a high level of risk.

“Most agency owners would think it crazy and risky to let collectors draft and send their own collection letters,” said John McNamara, Chief Marketing Officer, LiveVox. “Letting collectors leave their own voice mails can be just as dangerous. Leaders need to rethink their messaging strategy to optimize live contacts and drive out dangerous variability. This feature lets managers establish a single point of control to approve and lock down voicemail content much as they have done with dun letter verbiage.”

About LiveVox
LiveVox is the leading provider of enterprise cloud-based consumer contact solutions. LiveVox offers a patented platform with integrated IVR, ACD, call recording and automated dialing configurable by a single web-based GUI. The carrier-class solution includes web-based multi-site deployment, routing and controls that are pre-integrated with major VoIP standards and carriers, delivering capacity on demand. LiveVox is headquartered in San Francisco. For more information, visit www.livevox.com.

LiveVox Recruits New Vice President of Technical Operations from Tellme

strinh — Wed, 30 Jun 2010 18:22:21 +0000

LiveVox Recruits New Vice President of Technical Operations from Tellme

Network executive brings 20 years experience building and scaling VoIP architecture

SAN FRANCISCO, June 30, 2010 — LiveVox Inc., the leading provider of enterprise cloud-based consumer contact solutions, today announced the appointment of Michael Reed as Vice President of Technical Operations. With over 20 years of experience building highly available VoIP services, Reed will further LiveVox’s ability to deliver inbound/outbound contact capacity on demand and enable clients to meet compliance goals.

Reed will be responsible for network scalability, security and IT controls across LiveVox’s multi-tenant architecture. He joined LiveVox from Tellme, now a Microsoft subsidiary, where he served as Vice President of Operations and Engineering. Tellme provides an on-demand VoIP platform for inbound and outbound IVR applications used by leading global organizations in several industries. Reed previously served in executive roles at MCI/Worldcom (now Verizon), AOL, PCS Telecom and SRK Systems.

“LiveVox is excited to announce Michael Reed’s addition to an already deep roster of software developers, network architects and call center telephony experts,” said Louis Summe, Chief Executive Officer, LiveVox. “The in-network deployment of LiveVox drastically reduces headaches caused by system integration, capacity provisioning and multi-site limitations. By delivering fully integrated contact and compliance applications via a web-based GUI, LiveVox allows our clients to focus their resources and their energy on business strategies.”

LiveVox offers a patented cloud contact platform that integrates ACD, IVR, automated dialing, call recording and compliance suites. Earlier this month, global research firm Frost & Sullivan named LiveVox as “Best Brand of Hosted Outbound Customer Contact Solution,” based on independent research.

“Joining LiveVox is a tremendous opportunity to take a strategic role in a recognized and rapidly growing industry leader,” Reed said. “With its patented PCI compliant architecture, LiveVox is leading the way into the future configuration of call center infrastructure. LiveVox is capitalizing on game-changing trends in the way technology is deployed. I look forward to continuing the company’s emphasis on scale, reliability and compliance to drive results for our clients.”

About LiveVox

LiveVox is the leading provider of enterprise cloud-based consumer contact solutions. LiveVox offers a patented platform with integrated IVR, ACD, call recording and automated dialing configurable by a single web-based GUI. The carrier-class solution includes web-based multi-site deployment, routing and controls that are pre-integrated with major VoIP standards and carriers, delivering capacity on demand. LiveVox is headquartered in San Francisco. For more information, visit www.livevox.com.

LiveVox Announces Patient Self-Service IVR as part of Healthcare Revenue Management Suite

admin — Thu, 17 Jun 2010 10:05:30 +0000

On-demand delivery of self-pay solutions addresses concerns about changing regulatory and economic landscape

SAN FRANCISCO, June 17, 2010 — LiveVox Inc., the leading provider of enterprise cloud-based consumer contact solutions, today announced patient self-service IVR applications as part of its healthcare revenue management suite. Because these solutions are delivered on-demand, medical providers keep the flexibility needed to manage change driven by healthcare reform and economic uncertainty.

Adding millions of people to insurance rosters could drastically increase the numbers of patients and dollar liability that healthcare providers will face, experts have said. Reform could also increase the size of deductibles in higher-risk pools, heightening the need for enhanced revenue management services at earlier points in the revenue cycle.

The unlimited capacity of LiveVox on-demand self-pay services will enable providers and their billing services to absorb these numbers, without the constraints of fixed and expensive telephony infrastructure.

“Medical providers will need to prepare for changes in the way they approach patient contacts,” said Fred Landrum, President, American Healthcare Outsourcing Alternatives. “Providers will need to increase patient touch points, be more proactive in their approach to patient contacts and ensure resources are available to take payments in the most efficient way possible. LiveVox offers a fast, customizable and simple way to scale existing infrastructure to meet any demand, even as industry conditions change.”

Features of the LiveVox Healthcare Receivables Suite include:

Customizable inbound and outbound healthcare IVRs for self-pay, receivables management or other patient contacts
HIPAA compliant security infrastructure
Compliance tables, such as GUI-configurable state dialing and Do Not Call functionality
Multi-level agent monitoring and call recording to ensure compliance

“With a focus rightly on patient care, healthcare organizations often are unable to make large capital investments in back-office information technology,” said Louis Summe, Chief Executive Officer of LiveVox. “With an on-demand solution, medical providers have the flexibility to scale patient contacts or provide self-pay avenues as needed without upfront costs and despite the uncertainty of pending regulations.”

About LiveVox
LiveVox is the leading provider of cloud contact center solutions. LiveVox offers an integrated predictive dialer, ACD, IVR, call recording and business analytics suite. The patented, fully burstable LiveVox platform utilizes carrier IP/MPLS networks and delivers multi-site deployment, routing and controls. LiveVox is headquartered in San Francisco. For more information, visit www.livevox.com.

LiveVox Automates Voicemail Compliance on Manual and Preview Calls

admin — Mon, 07 Jun 2010 11:39:09 +0000

LiveVox Automates Voicemail Compliance on Manual and Preview Calls

Voicemail management tool keeps agents focused on consumer interactions and ensures compliant messages on all calls

About LiveVox
LiveVox is the leading provider of cloud contact center solutions. LiveVox offers an integrated predictive dialer, ACD, IVR, call recording and business analytics suite. The patented, fully burstable LiveVox platform utilizes carrier IP/MPLS networks and delivers multi-site deployment, routing and controls. LiveVox is headquartered in San Francisco. For more information, visit www.livevox.com.

Contact:
Mike Sherrill
LiveVox
917-675-4116
msherrill@livevox.com

Frost & Sullivan Awards LiveVox ‘Best Brand’

admin — Wed, 02 Jun 2010 11:40:22 +0000

Frost & Sullivan Awards LiveVox ‘Best Brand’
Among Hosted Outbound Customer Contact Solutions

MOUNTAIN VIEW, Calif. — June 2, 2010 — Frost & Sullivan recognizes LiveVox Inc. with the 2010 U.S. Frost & Sullivan Award for Contact Centers’ Choice: Best Brand of Hosted Outbound Customer Contact Solution in the U.S. Market, based on its independent research report 2010 U.S. Contact Center Market: Trends in Contact Center Strategies, Operations, and Technologies.

LiveVox, a provider of enterprise cloud-based consumer contact solutions, emerged as the leading brand of hosted outbound customer contact solution among contact center/customer care managers and others involved in evaluating, specifying, recommending, or approving the purchase of contact center products or services.

Frost & Sullivan surveyed over 300 contact center decision makers during March – April 2010. LiveVox (51 percent) received almost twice as many votes as its nearest competitor (27 percent) in the poll on the number-one brand among hosted outbound customer contact solutions.

“Among those who primarily use LiveVox’s hosted outbound customer contact solution, 80 percent rated LiveVox as the best brand,” explains Frost & Sullivan Senior Analyst Michael DeSalles. “With both the strongest overall brand reputation and high customer loyalty, LiveVox garnered the highest brand performance index (BPI) score, and is thus recognized as the ‘Best Brand of Hosted Outbound Customer Contact Solution.’”

With the highest loyalty index (LI) score, LiveVox ranked 57% higher than the next-ranked vendor. LiveVox delivers an open cloud voice portal that integrates IVR, ACD, call recording and predictive dialing and campaign blending application suites. The platform enables web-based multi-site deployment, routing and controls pre-integrated with major VoIP standards and carriers.

“LiveVox is honored to be named Frost & Sullivan’s ‘best brand.’ The award is especially meaningful because it’s based on inputs from our clients and industry experts,” said Louis Summe, Chief Executive Officer, LiveVox. “This award validates the ability of LiveVox’s cloud-based deployment model to shrink feature development timelines and improve client responsiveness. As technology deployment moves into the network, application customization and deployment timeframes can be substantially shortened. If vendors place a premium on support, they can develop a proven track record of helping clients evolve with changing business needs.”

Frost & Sullivan’s Choice Awards measure the best brands based upon the highest BPI and customer loyalty scores. Frost & Sullivan’s Best Practices Awards recognize companies in a variety of regional and global markets for demonstrating outstanding achievement and superior performance in areas such as leadership, technological innovation, customer service, and strategic product development. Industry analysts compare market participants and measure performance through in-depth interviews, analysis, and extensive secondary research in order to identify best practices in the industry.

About LiveVox
LiveVox is the leading provider of cloud contact center solutions. LiveVox offers an integrated predictive dialer, ACD, IVR, call recording and business analytics suite. The patented, fully burstable LiveVox platform utilizes carrier IP/MPLS networks and delivers multi-site deployment, routing and controls. LiveVox is headquartered in San Francisco.For more information, visit www.livevox.com.

Contact:
Mike Sherrill
LiveVox
917-675-4116
msherrill@livevox.com

LiveVox Announces VoIP Agent@Ready

admin — Tue, 18 May 2010 11:44:23 +0000

LiveVox Announces VoIP Agent@Ready

Sub-second call transfers reduce abandoned calls and billable minutes

SAN FRANCISCO, May 18, 2010 — LiveVox Inc., the leading provider of hosted-dialer solutions, today announced VoIP Agent@Ready which delivers sub-second call transfers that increase contacts and reduce variable telephony costs.

Hosted broadcast providers generate more abandoned calls because they lack an automated call distributor (ACD). Consumers are transferred into call centers through telephony hunt groups instead of directly to available agents. Consumer information is then passed to agents via a “whisper,” an automated voice that reads account numbers, forcing agents to search CRM or collection applications for the account. This creates major financial and performance-based problems:

Transfers can take up to a minute longer to connect, needlessly inflating hosted telephony usage (and billable minutes) by 20% or more;
Longer transfer times increase abandon rates, sometimes as high as 40%, losing and even alienating valuable right-party contacts.

Broadcast providers with no ACD also lack visibility into the agents available to receive calls at a given time. These systems can be dialed too aggressively, meaning consumers are placed on hold, or too passively causing agents to sit idle.

Not only does the LiveVox hosted dialing solution deliver these transfers at sub second speeds, those rates apply to multi-country, multi-platform, multi-site and even home based configurations. This includes both consumer-to-agent connections as well as agent-to-agent transfers.

“By delivering a cloud-based inbound/outbound contact solution serviced and continuously upgraded by a team of developers, telephony and call center experts and experienced dialer managers, LiveVox can offer clients a fundamentally more flexible service,” said Louis Summe, Chief Executive Officer, LiveVox. “Hosted technology has surpassed the limitations of ‘whisper-based’ broadcast technology that needlessly consumes billable minutes due to slow transfers and loses precious right-party contacts to abandoned calls.”

LiveVox previously announced Agent@Ready to support call centers with telephony infrastructure that prohibited them from using the integrated LiveVox ACD, which optimizes pacing, routing, call blending and reporting. Now, LiveVox has developed VoIP Agent@Ready to connect agents to the ACD and eliminate PSTN access costs. Integrated CTI capabilities of LiveVox then deliver consumer information to agents via a “screen pop” and complete the sub-second transfer.

VoIP Agent@Ready is consistent with Internet Protocol/MultiProtocol Label Switching (IP/MPLS) and supports SIP codecs G711 and G729. Call centers without a SIP-compatible IP PBX or that do not wish to reconfigure their IP PBX to support SIP trunking can utilize SIP soft phones for direct agent connections.

“Right-Party Contacts are too valuable in the current economy or any economy for that matter to lose or abandon calls,” said John McNamara, Chief Marketing Officer, LiveVox. “High abandons should never be accepted as a tradeoff for added capacity and agent optimization. With LiveVox, credit and collection organizations can pace aggressively to desired agent talk times and abandon rates while leverage full dialer features without the cost and limitations of hardware.”

About LiveVox
LiveVox is the leading provider of cloud contact center solutions. LiveVox offers an integrated predictive dialer, ACD, IVR, call recording and business analytics suite. The patented, fully burstable LiveVox platform utilizes carrier IP/MPLS networks and delivers multi-site deployment, routing and controls. LiveVox is headquartered in San Francisco. For more information, visit www.livevox.com.

Contact:
Mike Sherrill
LiveVox
917-675-4116
msherrill@livevox.com

Lead411 Announces LiveVox As One Of The “Hottest Companies in San Francisco”

admin — Tue, 18 May 2010 11:41:26 +0000

Lead411 Announces LiveVox As One Of The “Hottest Companies in San Francisco”

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LiveVox Announces 30 Number Horizontal Dialing

admin — Wed, 07 Apr 2010 11:58:18 +0000

LiveVox Announces 30 Number Horizontal Dialing

System now manages 30 numbers per account with customizable multi-number dialing strategies

SAN FRANCISCO, April 7, 2010 — LiveVox Inc., the leading provider of hosted-dialer solutions, today announced upgrades to its custom multi-number dialing strategy suite. Credit and collection call centers can now build dialing strategies of up to 30 numbers per account to better leverage information from skip trace vendors.

The upgrade enables organizations to customize how many numbers are dialed and in what order. Variables such as portfolio, delinquency, balance, score or customer-specific-data fields can dictate how far into the 30 numbers the system dials, exhausting all numbers for highest potential accounts and fewer for lower scored accounts. Previously, LiveVox enabled firms to dial up to 10 numbers for each account.

LiveVox developed and released the enhancement after it was initially requested by a large, leading third-party agency who received up to 30 numbers from a major credit card provider for high balance accounts.

“This is one of many examples of how LiveVox clients have a direct influence on our feature development based on their changing business needs,” said Louis Summe, Chief Executive Officer. “Without LiveVox the only way an organization can efficiently dig this deeply into high balance accounts is if their existing dialer or collection applications can support 30 numbers. Organizations should be focused on improving campaign strategies and agent training, not the constraints of physical infrastructure.”

Credit and collections firms often receive more phone numbers from skip vendors than they can or will use. This leads to under utilizing leads on high potential accounts and wasting resources on low potential accounts. Site-premised dialers can typically manage calling vertically through a list, dialing two or three numbers per account, but the ability to dig horizontally through accounts is largely absent or burdensome to accomplish. Because LiveVox scales capacity as needed, skip trace efforts can be automated without tying up capacity needed for other outbound campaigns.

“With LiveVox, agencies and creditors will have the opportunity to greatly improve the way they approach contact strategies for their most valuable accounts,” said John McNamara, Chief Marketing Officer, LiveVox. “Organizations now have the flexibility to more comprehensively penetrate their most valuable accounts. Vertical dialing is limited and often results in over-dialing easily accessible accounts. Now agencies and creditors can match agent effort with account potential. Combined with skills-based routing, this positions agencies to match the right contact with the right agent at the right time.”

The custom multi-number dialing suite represents another key development in the only fully hosted inbound/outbound dialing platform with integrated call recording and compliance suite for the credit and collections industry. LiveVox enables organizations to reject the cost and constraints of traditional dialer hardware.

About LiveVox
LiveVox is the leading provider of hosted dialer solutions for the credit and collections industry. Breakthrough, patented technology and deep industry knowledge allow LiveVox to assist clients with optimizing their operations and collection strategies. Private, carrier-grade VoIP networks enable LiveVox to maximize the productivity of leading credit, collections, debt purchase and call center organizations at the lowest cost of ownership in the marketplace. LiveVox is headquartered in San Francisco. For more information, visit www.livevox.com.

Contact:
Mike Sherrill
LiveVox
917-675-4116
msherrill@livevox.com

LiveVox Enhances High Balance Contact Suite with Scheduled Callbacks

admin — Tue, 09 Mar 2010 11:59:11 +0000

LiveVox Enhances High Balance Contact Suite with Scheduled Callbacks

Flexible, patented hosted dialing platform includes features for the full range of collection portfolios

SAN FRANCISCO, March 9, 2010 — LiveVox Inc., the leading provider of hosted-dialer solutions, today announced the ability to schedule and execute account callbacks during dialing campaigns. Although this feature could be used valuable across the continuum of collection portfolios, tools such as scheduled callbacks and the previously announced manual and dynamic preview dialing capabilities allow more targeted approaches for higher balanced accounts.

Because hosted contact technology has lacked precise management and routing tools, it has historically been used to supplement increased account volumes or treat lower balanced portfolios. Through aggressive feature development, LiveVox has added tools such as manual and preview dialing commonly used for high-balanced accounts.

“Dedication to the credit and collection organizations allows LiveVox to develop features into a state-of-the-art platform that specifically address ARM business challenges,” said Louis Summe, Chief Executive Officer, LiveVox. “Productivity and compliance are concerns for all firms, but we understand the differences between first and third-party organizations or agencies that specialize in lower or higher balanced accounts. We then focus on the ability to rapidly deploy the tools they need.”

The High Balance Environment
Large balance collectors are typically the most experienced but are slowed by numerous manual tasks. By arming them with a dialer path and a more automated work environment, the power of their skill and experience is multiplied.

The LiveVox scheduled callbacks feature can be combined with dynamic skills-based routing to send calls to specific groups of agents, or for account-ownership models to a specific agent. Clients also benefit from the rapid delivery and scale of LiveVox as well as crucial features like call recording, time zone curfews, state dialing compliance, real-time call monitoring, and custom multi-number dialing strategies. This feature allows clients to dial up to 30 numbers associated with an account for skiptracing purposes. Scoring can be added to determine how many numbers on an account are dialed.

“LiveVox allows collection organizations to secure more contacts, but we also give them the control they need to get the most value out of each contact,” said John McNamara, Chief Marketing Officer, LiveVox. “Our capacity and process automation will increase collections, but we combine that with tools like skills-based routing, dynamic preview and our compliance suite to enable more sophisticated and effective strategies than possible with limited-line hardware and blunt force robo-callers.”

With this enhancement, credit and collection organizations can bring all outbound, inbound and blended calling features under a single platform with unmatched flexibility and scale. Integrating all these into a single hosted solution significantly improves campaign efficiency, control and deployment speed, while eliminating upfront costs and license constraints associated with hardware.

Contact:
Mike Sherrill
LiveVox
917-675-4116
msherrill@livevox.com

LiveVox Confirms Data Security with SAS70 Audit

admin — Tue, 23 Feb 2010 11:59:49 +0000

LiveVox Confirms Data Security with SAS70 Audit

Hosted dialer provider remains dedicated to client compliance management through security policies and internal controls

SAN FRANCISCO, February 23, 2010 — LiveVox Inc., the leading provider of hosted-dialer solutions, today announced it confirmed the integrity of its data security procedures through a Statement of Auditing Standards No. 70 (SAS70) Type II auditor’s report. As credit and collection organizations face increasing regulations and compliance requirements, LiveVox is dedicated to becoming a platform that enables its clients to meet these mandates.

“Compliance is the cost of entry for credit and collections organizations,” said Louis Summe, Chief Executive Officer, LiveVox. “As a fully hosted platform, LiveVox is able to quickly adapt and add the features to meet these needs. Our shared services approach enables LiveVox to focus on processes, controls and security, while our clients concentrate on their core competencies of improving collection campaign productivity, training agents and managing their workforce.”

The audit tested processes and controls associated with the Payments Card Industry (PCI) Data Security Standard and the ACA’s PPMS management systems. PCI applies to creditors, agencies and vendors that store and process consumer credit card information. PCI compliance requires tight security policies and procedures around network, infrastructure, data and physical security, as well as ongoing monitoring, testing and system controls. PPMS is a management system designed by the ACA (the Association of Credit and Collections professionals) for collection agencies based upon developing, implementing and adhering to a set of industry-specific professional practices and policies.

“Vendors in this space need to free up customer time to focus on strategic differentiators. There is a huge opportunity cost in engaging in non-core, non-competitive endeavors. While the opportunity cost was always high, as the market becomes more competitive, that cost is punishing” said John McNamara, Chief Marketing Officer, LiveVox. “The right vendor partners will enable clients to achieve compliance goals quickly and cost effectively. Because LiveVox is focused on this industry, we understand the regulatory scrutiny and compliance concerns that face our clients daily.”

About LiveVox
LiveVox is the leading provider of hosted dialer solutions for the credit and collections industry. Breakthrough, patented technology and deep industry knowledge allow LiveVox optimize client operations and collection strategies. Private, carrier-grade VoIP networks enable LiveVox to maximize the productivity of leading credit, collections, debt purchase and call center organizations at the lowest cost of ownership in the marketplace. LiveVox is headquartered in San Francisco. For more information, visit www.livevox.com.

Contact:
Mike Sherrill
LiveVox
917-675-4116
msherrill@livevox.com

LiveVox Launches Dynamic Preview with Real-Time Cellular ID

admin — Tue, 09 Feb 2010 12:00:32 +0000

LiveVox Launches Dynamic Preview with Real-Time Cellular ID

Complete enterprise control for Predictive, Preview and Manual delivered for first time in hosted credit and collection solution

SAN FRANCISCO, February 9, 2010 — LiveVox Inc., the leading provider of hosted-dialer solutions, today announced the addition of dynamic preview dialing with real-time cellular number identification. The dynamic nature of this feature improves the management of workgroups, dialer lists and account data during preview campaigns.

When LiveVox locates a wireless number, the system switches from predictive dialing to the integrated preview mode, which utilizes soft-phone functionality. After the agent executes or skips the call, the system returns the agent to the predictive dialing queue. Preview’s dynamic functionality ensures that accounts are handled more efficiently by a single workgroup and updated upon contact. Otherwise, preview and predictive campaigns are worked separately, which risks contact attempts by each group on the same account.

“The dynamic portion of the LiveVox preview feature is crucial to the integrity of workflow management and data synchronization,” said Louis Summe, Chief Executive Officer, LiveVox. “Without the dynamic capabilities of this feature, collection call centers would need separate treatments for preview and predictive dialing. This would tax both operations and IT groups because it adds complexity to workgroup segmentation, scheduling, list management and account updates. As compliance requirements increase, LiveVox delivers the flexibility to meet the changing needs of our clients.”

With this enhancement, LiveVox brings together for the first time all outbound, inbound and blending dialer features under a single hosted platform with unmatched calling capacity, scale and control. LiveVox preview and manual-dialing features reduce compliance risks with built in time-zone-curfew management, area code/zip code scrubs, and FOTI-compliant messages. Companies also receive integrated call recording to meet client mandates without expensive third-party solutions.

“Because agencies have lacked control over preview and manual dials, these contacts are largely invisible in terms of tracking productivity and, more importantly, compliance,” said John McNamara, Chief Marketing Officer, LiveVox. “Traditionally, operators managed around the fact that the dialer, phone switch and collection management system did not play well together. Although premised dialers can have good reporting, it is largely useless because so many calls are launched manually through the phone switch. Hardware solutions have been too expensive to give every agent a blended station with predictive, preview and manual. Those days are over. There is a better way, and LiveVox delivers it”

About LiveVox
LiveVox is the leading provider of hosted dialer solutions to the credit and collections industry. Breakthrough, patented technology and deep industry knowledge allow LiveVox to assist clients with optimizing their operations and collection strategies. Private, carrier-grade VoIP networks enable LiveVox to maximize the productivity of leading credit, collections, debt purchase and call center organizations at the lowest cost of ownership in the marketplace. LiveVox is headquartered in San Francisco. For more information, visit www.livevox.com.

Contact:
Mike Sherrill
LiveVox
917-675-4116
msherrill@livevox.com

LiveVox to Present at the Thomas Weisel Partners’ Technology & Telecom Conference 2010

admin — Wed, 03 Feb 2010 12:00:55 +0000

LiveVox to Present at the Thomas Weisel Partners’ Technology & Telecom Conference 2010

CEO Louis Summe to speak on cloud computing trends and best practices

SAN FRANCISCO, February 3, 2010 — LiveVox Inc., the leading provider of hosted dialer solutions, today announced that Chief Executive Officer Louis Summe will present at Thomas Weisel Partners’ Technology & Telecom 2010 held from Feb. 8-10 at the Fairmont Hotel in San Francisco.

Summe will discuss how credit and collection organizations are leveraging a cloud dialer to increase the efficiency and effectiveness of consumer contact campaigns while managing an increasingly restrictive regulatory landscape.

“Cloud computing and increased virtualization allows companies to more quickly adapt to changing business needs,” Summe said. “By eliminating the constraints of legacy hardware, credit and collection organizations can leverage increased scale and flexibility while benefiting from more rapid system deployment, more responsive support and more frequent solution enhancements.”

Who: Louis Summe, CEO, LiveVox
What: Thomas Weisel Partners’ Technology & Telecom 2010
When: 10:55 AM PST, Tuesday, Feb. 9
Where: The Fairmont Hotel, San Francisco

About LiveVox
LiveVox is the leading hosted dialer solutions provider for the credit and collections industry. Breakthrough, patented technology and deep industry knowledge allow LiveVox to assist clients with optimizing their operations and collection strategies. Private, carrier-grade VoIP networks enable LiveVox to maximize the productivity of leading credit, collections, debt purchase and call center organizations at the lowest cost of ownership in the marketplace. LiveVox is headquartered in San Francisco. For more information, visit www.livevox.com.

Frost & Sullivan Profiles LiveVox CEO for Hosted Technology Innovation

admin — Tue, 12 Jan 2010 12:01:51 +0000

Frost & Sullivan Profiles LiveVox CEO for Hosted Technology Innovation

Patented outbound/inbound blended contact center solution leads Frost to showcase LiveVox as industry “Mover & Shaker”

SAN FRANCISCO, January 12, 2010 — LiveVox Inc., the leading provider of hosted-dialer solutions, today announced that Chief Executive Officer Louis Summe was profiled by leading research and growth consulting firm Frost & Sullivan. The company’s Movers & Shakers series features executives from technology companies that demonstrate a track record of innovation.

Credit and collection specialists, LiveVox combines a multi-tenant SaaS outbound contact center application infrastructure with multiple outbound dialing modes, inbound/outbound agent blending, dynamic skills-based routing, web-based GUI configuration and campaign management, integrated call recording and agent monitoring tools. Backed by a patented carrier-class IP telephony infrastructure, LiveVox is built from the ground up to deliver unlimited call processing capabilities and scale.

“LiveVox has taken a visionary approach with a hosted contact center solution that addresses the changing needs of their credit and collections industry clients,” said Michael DeSalles, Strategic Analyst, Information & Communication Technologies, Frost & Sullivan. “In the customer communication arena, hosted technology has been largely a supplemental tool that complements existing call center hardware. LiveVox has developed a solution that matches the feature-richness of hardware in a hosted delivery model backed by an IP architecture truly unique in its ability to scale.”

The credit and collections industry is facing a perfect storm of a consumer recession and tightened regulatory scrutiny. Changing consumer behavior, rising delinquencies and record low liquidation rates have severely pressured collection margins. The unlimited calling capacity coupled with dynamic call blending and skills-based routing allows LiveVox to deliver fundamentally more efficient and effective contact campaigns than competing hardware. A table-based compliance suite delivers the flexibility to navigate a changing regulatory environment.

“The purpose of innovation is to deliver results for our clients,” said Louis Summe, Chief Executive Officer, LiveVox. “We are solely focused on developing a tool that offers unparalleled productivity and flexibility to client operations managers, as well as the control, configurability and security required by client IT groups. Users need technology that is not only easily deployed today, but can adapt to meet future needs as businesses grow and change. That’s why we see the industry at a tipping point as they reject hardware constraints and transition to LiveVox.”

About Frost & Sullivan
Frost & Sullivan, the Growth Partnership Company, enables clients to accelerate growth and achieve best in class positions in growth, innovation and leadership. The company’s Growth Partnership Service provides the CEO and the CEO’s Growth Team with disciplined research and best practice models to drive the generation, evaluation and implementation of powerful growth strategies. Frost & Sullivan leverages over 45 years of experience in partnering with Global 1000 companies, emerging businesses and the investment community from more than 35 offices on six continents. To join our Growth Partnership, please visit http://www.frost.com.

About LiveVox
LiveVox is the first provider of hosted dialer solutions for the credit and collections industry. Breakthrough, patented technology and deep industry knowledge allow LiveVox to assist clients with optimizing their operations and collection strategies. Private, carrier-grade VoIP networks enable LiveVox to maximize the productivity of leading credit, collections, debt purchase and call center organizations at the lowest cost of ownership in the marketplace. LiveVox is headquartered in San Francisco. For more information, visit www.livevox.com.

LiveVox Debuts Time-Zone Curfews for Manual Dialing

admin — Tue, 05 Jan 2010 12:02:30 +0000

LiveVox Debuts Time-Zone Curfews for Manual Dialing

Upgrade to outbound dialing feature paves way for increased campaign compliance and control

SAN FRANCISCO, January 5, 2010 — LiveVox Inc., the leading provider of hosted-dialer solutions, today announced time-zone curfew management for manual dialing. The feature upgrade enables credit and collection call centers to better control manual calls, while increasing efficiency and assuring compliance.

Credit and collection organizations typically have some control over dialing windows with legacy hardware. However, these firms have little to no visibility over calls dialed manually by their agents. LiveVox enables its client to exact complete control over these calls while combining them into blended campaigns matched with dynamic skills-based routing. This ensures both compliance and efficient handling of organizations’ most important calls.

“Curfew functionality is another example of the direct link between the evolving needs of our clients and LiveVox feature development,” said Louis Summe, Chief Executive Officer, LiveVox. “The direction of this industry is more not less compliance oversight, including more certifications, more audits, reviews and proof of positive controls. LiveVox is committed to building feature sets that make it easy for our clients to meet the changing demands of the collections vertical.”

Despite its inefficiencies, manual dialing is widely used by the industry because of legacy hardware dialer constraints, including: the expense of licenses, the lag time in connecting the consumers to agents, and the inability to effectively control who fields the highest value calls. Manual dialing is a common tactic for new portfolios, skip tracing, and payment-promise follow-ups.

“Creating a more efficient and controlled collection process is the key to protecting margins during this consumer recession,” said John McNamara, Chief Marketing Officer, LiveVox. “Ideally, all calls should travel through a single solution for integrated recording, reporting and true blending, matched with skills-based routing. Legacy hardware makes this all but impossible because of cost and complexity. LiveVox allows clients to take a fresh approach to their portfolios while increasing visibility of their agents and control over campaigns.”

Features of the LiveVox manual dialing solution:

Increased control and compliance with customized table-based dialing restrictions
Added effectiveness through campaign blending and dynamic skills-based routing
Enhanced agent monitoring for manual calls
Integrated call recording removes need for third-party recording solution
Integrated agent-level reporting across campaigns in real time

Last month, LiveVox announced another upgrade to its compliance suite that gives credit and collection organizations the ability to automate campaigns to meet specific state dialing standards.

“The cost of compliance is expensive both in real terms and the price of failure,” added Summe. “LiveVox is committed to driving down these costs for its clients’’

LiveVox Enhances State Dialing Compliance Suite

admin — Mon, 14 Dec 2009 12:03:16 +0000

LiveVox Enhances State Dialing Compliance Suite

Configurable table-driven rules help increase adherence and control

SAN FRANCISCO, December 14, 2009 — LiveVox Inc., the leading provider of hosted-dialer solutions, today announced enhancements to its compliance suite that enable credit and collections organizations to customize campaigns to meet state dialing restrictions.

Diverse and complex state dialing laws create an added layer of complexity for credit and collection organizations. While confusion might exist to the extent state laws govern first and third-party receivables management firms, the industry generally agrees that certain states have more restrictive consumer contact rules than the FDCPA. Some of them go so far as to limit contacts within more restrictive hours on certain days of the week. LiveVox now allows clients to comply with these restrictions via a GUI-based rules engine, simplifying administration while increasing compliance.

“The ongoing development and innovation of LiveVox is and always has been shaped directly by the dynamic industry-specific needs of our clients,” said Louis Summe, Chief Executive Officer, LiveVox. “The ability to customize and configure state-specific restrictions for dialer campaigns is another of many examples of how LiveVox responds to client demands. Not only is our goal to build an unparalleled productivity enhancer through our unlimited capacity and true agent blending options, we also strive to provide more control over campaigns than available with any hosted or hardware competition.”

Once credit and collections organizations establish state-specific dialing rules, the hosted LiveVox system searches lists, identifies area/state codes and manages the dialing frequency, exclusions or other restrictions programmed into the system.

“Our industry falls under a giant regulatory spotlight during any tight consumer economy, including this one,” said John McNamara, Chief Marketing Officer, LiveVox. “At a time when compliance is so critical, LiveVox has a tool that allows the industry to configure campaigns as they need. As a former compliance officer in this industry, I’ve seen restrictions only tighten over the years. Even though rules might become more restrictive, table-driven compliance tools allow the feature to remain functional even as compliance needs change.”

Historically, state compliance has been accomplished through dialer list management within collection applications, which is labor intensive and prone to human error. Automation, if available, is typically constrained by legacy dialer hardware and can require assistance from expensive vendor professional services groups.

Configurable, table-based dialing rules also assist first-party collection organizations in meeting client customer service goals and restrictions, such as limiting consumer contacts or restricting times that customers are called.