|[April 26, 2012]
LiveVox Presents Cloud Strategies to Eliminate Silos and Seamlessly Link Multi-Site Contact Centers at ATA 2012
SAN FRANCISCO --(Business Wire)--
LiveVox (News - Alert), provider of the Private VoIP Cloud™, Cloud Switching and
contact center applications, today announced that it will join other
leaders in the teleservices industry at the 2012 ATA (American
Teleservices Association) conference to discuss how Cloud can unify
multi-site contact centers and better leverage consumer data to improve
global dialing strategies.
Contact center executives have long struggled to reap the synergies of
multi-site operations. The standard solution involves convoluted
networks of premised-based switching equipment. Because site-based
switching was originally designed to service a single location, using
them to link across sites has lead to spiraling costs and network
complexities that result in operational fragmentation.
Fragmentation has handicapped the ability for contact centers to stay
flexible by causing challenges that include caller voice & data
disconnects, reporting/visibility limitations and high drop off rates.
The addition of multi-channel applications has only added to the
Cloud presents a new and exciting option. Cloud-switching enabled
virtual agent queues provide global sub-second warm transfers and
real-time data capture without the cost, complexity and inherent
unwieldy architecture of site premised switches.
For more information on unifying multi-site operations through Cloud
Switching, click here to view, "How
Cloud Simplifies Multi-Site Networks"
"Two decades ago, contact centers set out to leverage cost-efficient
labor pools. To do so, they configured their single site-based equpment
to service multi-site operations. The continuous stacking of switches
has never been a sound scaling method - but until now the only method -
and one that is increasingly unsustainable," says John McNamara,
LiveVox's Chief Marketing Officer. "The Cloud is changing that model in
a truly fundamental way - by removing location-based restraints, contact
centers can now realize the full potential of a global workforce."
McNamara will join others in discussing how contact centers can leverage
Cloud to improve customer service strategies, better leverage consumer
data and adapt to a changing compliance environment at ATA 2012 in
Match Made in Heaven…Actually, The Cloud
John McNamara, Chief Marketing Officer, LiveVox
Sasha Gorman, Director of Sales, LiveVox
Arnab Mishra, VP Products and Solutions, Transera (News - Alert)
When: 1:30pm EST, Monday April 30th
Where: 2012 American Teleservices Association, Hollywood, FL
"From effective multi-site routing execution to meeting changing
compliance requirements, Cloud is changing the way contact centers adapt
and stay competitive," says McNamara. "The benefits are undeniable and
the adoption more rapid than ever. However, questions still remain
regarding Cloud and how to best leverage it - we hope our discussion
next week will help fill that gap."
For more information on participating at the 2012 American Teleservices
Conference, visit http://convention.ataconnect.info/.
LiveVox is the provider of the Private VoIP Cloud™ with integrated
contact center applications. The patented, PCI (News - Alert)-certified LiveVox
platform utilizes a burstable, redundant IP/MPLS mesh to deliver
cloud-based switching and highly scalable contact center applications
such ACD, predictive dialer, IVR, call recording and business analytics.
LiveVox is headquartered in San Francisco. For more information, visit www.livevox.com.
Transera Communications offers unique, cloud-based software solutions
for contact centers that enable better business outcomes for both sales
and service operations. Transera's Adaptive Customer Engagement model
allows contact centers to adapt how they engage with customers to
optimize the experience while continuously monitoring business metrics.
Contact centers that use this model reap tangible benefits: increased
sales conversions and order values as well as an improved customer
experience. Among Transera customers are Wirefly, AON, Office Depot,
TIVO, and Guthy-Renker.
The American Teleservices Association (ATA) is the only non-profit trade
organization dedicated exclusively to the advancement of companies that
utilize contact centers as an integral channel of operations. Founded in
1983, the American Teleservices Association (ATA) represents more than
4,000 contact centers that account for over 1.8 million professionals
worldwide. Contact centers offer traditional and interactive services
that support the e-commerce revolution, provide specialized customer
service for Fortune 500 companies, and generate annual sales of more
than $900 billion.
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