LiveVox (News - Alert) is a provider of cloud contact center solutions, offering a variety of solutions including an integrated hosted predictive dialer, ACD, IVR, business analytics suite and call recording. It has integrated the core contact components onto a single, unified cloud platform, enabling LiveVox to deliver a more flexible, seamless service to contact center clients regardless of their number of locations, agents or existing technology infrastructure.
First Choice Assets, an asset verification and recovery company, has successfully leveraged LiveVox’s Centralized Call Recording application to rapidly respond and defend against litigation, while simultaneously decreasing operating costs and increasing revenue.
LiveVox’s integrated call recording application is able to record 100 percent of all outbound or inbound calls without the need to purchase an expensive third-party recording application. It delivers secure storage and flexible retrieval options, allowing contact centers to have quick and precise access to each recording.
Challenged with costly upgrades and integrations for its premised-based call recording equipment and increasing compliance expectations from clients and regulators, First Choice Assets turned to LiveVox’s PCI (News - Alert)-Certified cloud platform with fully integrated contact center applications that enable Centralized Call Recording.
Image via LiveVox
“Prior to LiveVox, achieving the level of transparency and control that we desired in our recordings would have cost us at least $20k-$30k per site – and that’s before the corresponding integrations,” said Neil Walsh, president of First Choice Assets, in a statement. “Given the fluid and complex nature of client and growing regulatory demand, the traditional option was simply not a viable business strategy. With LiveVox’s Centralized Call Recording application, we were not only able to avoid going down the standard CapEx and integration rabbit hole, we are now able to leverage a comprehensive database of agent/consumer audio to quickly and effectively respond to lawsuits by showing proof-positive that our agents are in compliance – reducing our legal costs by an incredible 75 percent.”
While implementing LiveVox’s call recording application, First Choice Assets utilized an incremental migration path to simultaneously move its multisite operations over to the LiveVox Cloud Platform. In doing so, First Choice Assets reduced its telephony costs by 50 percent and increased revenue by 20 percent – all within the first 90 days.
The LiveVox cloud platform combines a multicarrier IP/MPLS mesh with highly scalable, multitenant contact center applications. The PCI-certified, fully burstable solution has been built from the ground up for near infinite scalability and rapid deployment with complete geographic independence. LiveVox delivers centralized implementation, management and control while delivering security and redundancy unsurpassed by legacy hardware solutions.
“LiveVox has not only given us a proactive defense against litigation, but an overall flexibility that allows us to expand and improve our other compliance strategies,” said Walsh. “Our goal is to ensure clients that we have the most effective operations while executing the most conservative compliance standards. LiveVox has helped us get there.”
According to John McNamara, chief marketing officer, LiveVox, “As clients and regulators such as the CFPB demand transparency, businesses are looking for ways to safeguard their operations and implement best practices while avoiding large capital expenditures and complex integration projects. For multisite contact centers, cloud is proving to be the market’s answer to a fluid regulatory environment and tightening cash flow. I am delighted that we could assist Neil in his mission.”
Edited by Brooke Neuman