LiveVox Blog

For some call centers, establishing a blended environment requires purchasing additional licenses and/or creating separate agent pools. Even then, blended licenses are not portable across other sites/silos. LiveVox’s cloud platform enables clients to configure blended agents on-demand and across the enterprise at no additional cost. Four ways to leverage blended agents are: 1. Ad Hoc Campaigns: When call centers are faced with unexpected projects, existing [...]

Call centers are concerned with dialing cell phones.  The TCPA imposes steep penalties for improperly dialing cell phones.  With over a quarter of the US population only using cell phones, foregoing cell phones accounts are not an option. So what are some calls centers doing? Solutions include paying third-party providers to separate lists and/or creating different agent pools. While effective, this option is inefficient and [...]

In a TMCnet.com article yesterday, Managing Editor Juliana Kenny discussed what feature developments in 2011 helped LiveVox earn their Customer Interaction Solution magazine’s 2011 Product of the Year Award. Over the past year, LiveVox has helped further the impact of Cloud by improving the efficiency and flexibility of contact center operations – specifically surrounding predictive dialing compliance and technology migration. In 2011, LiveVox integrated PBX [...]

Contact centers always seem pressured to do more with less. But during the tough economy of the past three years, many have made sacrifices when it comes to technology. In some cases, this means milking the most out of aging systems. Other call centers are taking even more drastic measures by dropping their support/maintenance contracts. This might seem incredibly risky for anyone familiar with site-premised [...]

There are a lot of interesting maxims in business and finance, but a simple one is often overlooked. Cash now is more valuable than cash later. The move to cloud services has wide reaching effects on operations and finance, but a major impact on bottom lines is that paid support and system maintenance fees are rapidly becoming cash drains of the past. Take a closer [...]

Why Capacity Planning for Cash and Equipment is Fast Becoming a Quaint Concept An interesting trend to follow over the coming months and year is the ability of contact centers to get financing for capital investments like new technology. They might find themselves caught up in an economic environment that, if no longer an official recession, could at least be called a hangover. In fact, [...]

This time of year Contact Centers will start their 2012 budget season. Although number crunching can be tedious, budgets hold the key to investment, growth initiatives and strategic success. Said another way, your strategic success hinges on where you place your capital in the coming year(s). Does the contact center open new locations or increase offshore or home-based agents? Does the company market new products, [...]

Technology has a way of simplifying a process. About a hundred years ago, the few people who had cars needed hand cranks to start their car engines. Now cars are ubiquitous and folks can even start them without a key. The cloud brings several benefits to contact centers but a crucial one is its ability to deliver a simpler and better operating model to what [...]

Integration is a commonly cited concern with cloud contact center technology. However, this space has already discussed how contact center hardware products can lead to an Integration Prison. So, what is the alternative? The truth is, with the right provider, the cloud can simplify integration and deliver better results. LiveVox documents the Cloud Integration approach in a new Strategic Briefing Paper “Cloud Integration: Solve the [...]

Not too long ago, “Vendor Lock-In” was a concern cited to IT groups about cloud computing.  The concept of vendor lock-in, prominent enough to have its own Wikipedia page, is that once buyers select a vendor they are unable to change without significant costs.  This is an interesting, manufactured concern about the cloud. Vendor lock-in was perhaps drummed up as a cloud concern by the [...]