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Hosted Predictive Dialer Provider LiveVox Offers a Way to Simplify Call Center Routing

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July 07, 2011

Hosted Predictive Dialer Provider LiveVox Offers a Way to Simplify Call Center Routing

By David Sims, TMCnet Contributing Editor

It’s possible to simplify call center routing with cloud switching, as officials of LiveVox (News - Alert) said on a recent blog entry.

LiveVox is the company responsible for Private VoIP Cloud, cloud-based switching, which is intended to help move switching and routing from the premise fully into the network. The offering lets contact centers execute multi-site call routing “without site-based switching or expensive and limited intelligent networking hardware.”

And don’t just assume “oh yeah, sure sure, simplification, got it, no problem.” If you’ve never been up close and personal with one, friends, a multi-site contact center management and call routing is “phenomenally complex,” as they say, with complexity driven by such factors as “existing network topologies, integration between disparate hardware and site-premised switching requirements.”

The detrimental effect these issues have is to limit a contact center’s ability to really get everything out of a perfectly good multi-site, multi-country, and home-agent configuration. While globalization does create “opportunities for efficiencies and improved workflows,” as LiveVox officials say, traditional technology will only get you so close to them because of what the blogger refers to as “the difficulty of making incremental improvements to existing architecture.”

Last month TMC’s (News - Alert) Rajani Baburajan wrote that LiveVox announced its offering a cloud-based switching solution for multi-site contact centers.

“The Private VoIP Cloud is the culmination of a 10-year effort to develop and refine our platform,” said Louis Summe (News - Alert), chief executive officer, LiveVox.

“Technology trends, industry analysts and CIO surveys all point to an increasing need to use 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.”

David Sims is a contributing editor for TMCnet. To read more of David’s articles, please visit his columnist page. He also blogs for TMCnet here.

Edited by Juliana Kenny

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