|[August 13, 2012]
LiveVox Assists Clients with CFPB Compliance Through Centralized Call Recording and Speech Analytics
SAN FRANCISCO --(Business Wire)--
LiveVox (News - Alert) Inc., the leading provider of cloud contact center solutions,
today announced the launch of their Centralized Call Recording
application, a 100% call recording capability that collects all audio
recordings, account information and agent data into a single, searchable
and secure platform - enabling contact centers to also better leverage
enterprise-wide speech analytics.
"Technology, client expectations and government mandates are converging
at a point where the gathering and retention of all agent-consumer audio
is the norm," says John McNamara, LiveVox Chief Marketing Officer and
contact center executive. "If there are gaps in the audio data
collection fence, true compliance is a myth. Just as financial postings
and letter history are part of the record retention expectation, so
shall agent audio," McNamara predicts.
LiveVox's PCI (News - Alert)-DSS, third party certified (Verizon) Cloud platform with
Cloud Switching enable global virtual agent queues that unify all voice,
data and agent information - thus, providing clients with 100% call
recording that is dynamically retrievable- regardless of call
origination, site location, or calling mode (manual, preview,
Further, because speech analytics is built upon audio recordings,
adopting speech analytics based on a centralized call recording is
significantly simplified and more effective.
Beefits of LiveVox's Centralized Call Recording include:
100% call recording
Ability to integrate with virtually any SIP-PBX (News - Alert) & all dialing modes
Automatically links recording with agent info/ call details
Real time monitoring of all systems
Richly indexed, real time searchable database
PCI certified storage infrastructure
Single point of integration that simplifies migration
Open API's enable integration with any application & rapid deployment
For more information, view this short video on Centralized
Unlike Cloud, site-based architectures require that each call recording
application be purchased, installed and integrated into existing
application topology (e.g. ACD, IVR and CRM) in order to effectively
capture and match all audio recordings with account and agent data.
Ensuring there are zero gaps in the audio collection is complex and
For multi-site operations, this complexity and cost is compounded with
each site - resulting in recording silos with inconsistent recording
procedures and an inability to monitor across the enterprise. This is
further complicated by the introduction of remote agents, disparate
PBX's and the need to ensure data security and storage capacity.
Louis Summe (News - Alert), Chief Executive Officer, LiveVox explains, "Legacy based
networks with site-restricted technology struggle immensely to
accomplish what we can offer instantly. At the core is the simple
inability of legacy architecture to exist as a centralized and agile
technology. When it comes to managing compliance, this translates to a
fragmented and insufficient capacity to secure and maintain 100% call
recording or effectively use speech analytics."
LiveVox provides cloud contact center solutions. The patented,
PCI-certified LiveVox platform integrates highly scalable applications
such as ACD/PBX, predictive dialer, IVR, call recording and business
analytics via a burstable, redundant IP/MPLS mesh. LiveVox is
headquartered in San Francisco. For more information, visit www.livevox.com.
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