Growing concern over Telephone Consumer Protection Act (TCPA) regulations has made it difficult for call centers to retain agent productivity levels while also meeting Right Party Contact (RPC) goals.
To help contact centers meet this challenge, LiveVox (News - Alert), a provider of Private VoIP Cloud contact center applications, announced a strategy that enables call centers to maximize cell phone dialing results while addressing compliance goals.
The new strategy leverages LiveVox’s Global ACD for sub-second warm transfers to route calls from off-shore to on-shore agents. The strategy combines off-shore to on-shore sub-second warm transfers and global skills-based routing capabilities in a single cost-effective campaign. With this, the platform significantly impacts the way call centers approach a changing business environment.
“We are very pleased to be able to provide a robust strategy for cell phone compliance to our multi-site clients,” said Louis Summe (News - Alert), chief executive officer, LiveVox, in a statement. “Traditional site-premised technology simply cannot accomplish this without large capital and resource investments.”
Traditional premised networks are unable to easily transfer voice & data simultaneously. They also create 30-second to 1-minute delays. However, LiveVox’s enhanced transfer capabilities with real-time screen pop preserve end-user experience minimizing abandonment rates. With LiveVox, call centers also maintain complete security, visibility, reporting and control, across the entire campaign.
Leveraging LiveVox’s service, “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,” the company said in a press release.
“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,” said LiveVox CMO John McNamara, in a statement. “For the contact center industry, the ability to finally unlock the synergies of their strategic sites is a game changer.”
LiveVox was recently recognized by Cloud Computing magazine, a new publication from Technology Marketing Corporation, with a 2011 Cloud Computing Excellence Award. The award was given in recognition to the innovation and excellence, which the company demonstrated leveraging the latest technology trends to create an enriched user experience.
Edited by Juliana Kenny