TMCnews Featured Article
September 22, 2011
LiveVox Enables the Hosted Predictive Dialer
By Susan J. Campbell, TMCnet Contributing Editor
Migrating the traditional contact center to a Voice over IP environment can be a challenging endeavor, even with the promised benefits of sending voice over the data connection. This time, resources and technical know-how once needed to drive the migration left many a contact center waiting in the wings, apprehensive about taking the leap.
Fortunately, there are turnkey, no hardware and no downtime approaches to migrating the contact center to a VoIP environment where the hosted predictive dialer is possible. To deliver the necessary positive impact, technology needs to be easy and immediate to deploy or you run the risk of your users resisting adoption.
Standards in the contact center industry have helped to simplify the move to VoIP and the hosted predictive dialer. Standards are a crucial element in technology as they speed up innovation and increase the usage of the product. When standards are lacking between phone carriers and IP PBX (News - Alert) vendors, VoIP networks can’t seamlessly tie together multi-site, multi-country contact centers.
One of the challenges for the contact center is to determine how much PBX is actually needed to support the necessary technologies, such as the hosted predictive dialer. In typical implementations, the majority of hardware, applications and capacity are installed to support the agent conversations with consumers. The majority of cost savings delivered in the contact center by VoIP technologies are achieved by moving agents from traditional telephony to IP.
For its part in the industry, LiveVox (News - Alert) has developed a simple and effective approach to overcoming the traditional barriers that tend to exist in the contact center migration space. The LiveVox Communicator is a softphone application integrated into the LiveVox platform that enables interactions to be piped directly into the secure LiveVox Private VoIP Cloud without the hardware associated with PBX.While the VoIP benefits are real, they come from the ability to properly match it with secure carrier MPLS networks and a fully burstable, elastic contact center platform.
LiveVox offers the Private VoIP Cloud, which combines a fully redundant switching and highly scalable contact center applications, including the hosted predictive dialer, IVR, ACD, call recording and business analytics. Carrier-grade VoIP serves as a firm foundation, and by switching to the cloud, LiveVox simplifies call routing and enables the hosted predictive dialer.
The company’s approach to VoIP migration solves the headaches involved in capacity planning as the solution is fully elastic, expanding and contracting according to the needs of the contact center.
Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan’s articles, please visit her columnist page.
Edited by Juliana Kenny
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