Business VoIP

LiveVox (News - Alert), a provider of hosted-dialer solutions, has announced enhancements to the VoIP Dialer that will enable credit and collection organizations to navigate increasing regulatory scrutiny by executing and monitoring compliant campaigns.

 

A compliance-oriented feature suite, LiveVox offers the Agent Desktop 2.0, which is powered by an integrated Automatic Call Distributor (ACD) in a true hosted environment. Campaign Manager 3.0 is designed to bring control, list management and reporting formerly only available in expensive premise-based dialing solutions. 

With Agent Desktop, managers can track real-time agent availability to control and refine call pacing and call routing, while also reducing hold time and abandoned calls. The feature also sponsors environments of true agent accountability, with RPC/Hour/Agent reporting in real-time.

LiveVox made waves in early 2007 when it became the first to offer a direct agent interface and replicate dialer functions in a true hosted environment with Agent Desktop. The solution is now being used by more than 10,000 agents.

“Collections organizations should never be forced to pay for add-ons or upgrades to ensure technology solutions comply with industry regulations,” said Louis Summe (News - Alert), Chief Executive Officer, LiveVox, in a Wednesday statement.

“Our collection industry clients are migrating to a true hosted dialer from feature-limited broadcast products that lack an ACD. We have been the leader in hosted-dialing services for a year and a half, and our product has been battle tested and refined. Our dedication to addressing industry compliance needs is crucial to helping our clients improve their operations.”

To ensure that it can continue to meet the needs of the collection industry, LiveVox continues to enhance its VoIP Dialer to address its clients’ regulatory challenges. While collection companies have increased their account portfolio, the slowdown in the economy has also made it more difficult to collect.

In addition, it has also spurred increased consumer complaints, recent litigation around calling cell phones and investigations into lending and collections practices. Such obstacles have made completing collection activities much more challenging.

Agent Desktop and Campaign Manager allow the highest possible agent productivity with the lowest possible abandons. These features also facilitate the following critical compliance functions: RPC Opt In which will only contact right-party contacts who choose to speak with an agent; cell phone and “Do Not Call” Scrub; Time-to-Call settings; supervisor monitoring and escalation; and call recording.

The credit and collections industry is facing growing volume, yet more difficulty in collecting and those companies need a solution that will help them to be more productive and efficient. When turning to a company such as LiveVox, they can produce a better return and increase right contacts for each agent, thereby improving their overall bottom line.