LiveVox (News - Alert), a provider of the Private VoIP Cloud and integrated contact center applications, announced it is offering a cloud-based switching solution for multi-site contact centers.
The new LiveVox Private VoIP Cloud enables contact centers to execute multi-site call routing without site-based switching or expensive and limited “intelligent” networking hardware, according to company officials.
“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, in a statement.
“Technology trends, industry analysts and CIO surveys all point to an increasing need to leverage 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.”
With cloud-based switching, contact centers can more seamlessly execute multi-site call routing with real-time visibility into agent presence at all locations. They can deliver site-to-site voice/data transfers and screen pops without reliance on site-premised PBXs or network routing “master node” hardware.
LiveVox fully integrates this into call center applications such as ACD, predictive dialer, IVR, PBX (News - Alert), and call recording, company officials said.
Multi-site routing is difficult for contact centers. Due to site-based switching limitations, routing tools are typically only configured to deliver call control in one direction.
Moreover, transferring calls to another center loses account data associated with the consumer, who then must reenter information and wait on hold again. Additional switching and routing can also increase latency hindering call quality and screen pop delivery.
Traditional multi-site routing was not a solution because they resulted in integration headaches because PBX, ACD, database and agent desktop (screen pop) integrations are needed at each location.
Cloud-based switching is a solution to these problems as it simplifies multi-site routing and reduces integration. In LiveVox Private VoIP Cloud, integration is executed and managed centrally with Cloud Integration Tools across the organization with a time-saving, one-to-many approach, company officials said.
The LiveVox Private VoIP Cloud leverages Internet Protocol/Multi-Protocol Label Switching (IP/MPLS) for voice/data transport. It delivers burstable networks, highly scalable applications, fully redundant technology and IT best practices.
In March, LiveVox announced the deployment of its fully burstable inbound/outbound cloud platform that features integrated hosted predictive dialer, ACD, IVR, call recording and sub-second global call routing that is suitable for telesales organizations.
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Rajani Baburajan is a contributing editor for TMCnet. To read more of Rajani's articles, please visit her columnist page.
Edited by John Lahtinen