As a provider of cloud contact center solutions, LiveVox (News - Alert) has recently released predictive dialer account penetration analytics. The new analytics provide better visibility into account penetration – an important function for all call centers.
Call centers with large outbound portfolios need the ability to understand when dialing on the same accounts starts to yield diminishing returns. With tools to enhance the effectiveness and efficiency of outbound calling processes, such as account penetration analytics, call centers can improve their predictive dialer calling campaigns.
Louis Summe (News - Alert), chief executive officer, LiveVox, stated, “LiveVox continues to enhance its platform with the analytics that our clients need to drive contact priorities and campaign strategies. 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.”
The LiveVox Business Analytics Suite includes a centralized and secure access point to view real-time and historic contact center analytics regardless of agent workgroup location, and integration with disparate CRM systems across a multi-site environment. Additionally, data can be provided electronically in any format as well as made available from the enterprise level down to an individual agent.
Offering extensive analytics as part of its integrated predictive dialer, ACD, and IVR platform package, LiveVox also provides report access which can be customized and managed through the LiveVox role-based security GUI.
John McNamara, Chief Marketing Officer, LiveVox, stated, “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.”
This suite of analytics enables contact centers to simplify the process of analyzing penetration rates, giving them the ability to analyze frequently enough to keep pace with changing conditions while managing time and cost efficiency.
McNamara continued, “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.”
Juliana Kenny graduated from the University of Connecticut with a double degree in English and French. After managing a small company for two years, she joined TMC (News - Alert) as a Web Editor for TMCnet. Juliana currently focuses on the call center and CRM industries, but she also writes about cloud telephony and network gear including softswitches.
Edited by Juliana Kenny