Feed: LiveVox, Inc. » News & Press Releases - AggScore: 46.3

How Multi-Site Contact Centers Avoid Paying For Switching Equipment

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You know the symptoms – from voice & data disconnections to long wait times, routing across multiple sites is a constant challenge, but do you know the cause? And do you know how much you’re paying for it?

Site-based switches (ACD/PBX) are the cause behind multi-site routing pain. In laymen’s terms, an ACD/PBX is a switch, or point of control, that was originally designed  more than twenty years ago to service a single site. In order to link multiple sites, additional equipment and integrations were deployed (at not insignificant cost in terms of VAR’s and professional services hours)  to retrofit and serve a multi-site operation.

From that point, the stage was set for a complicated and costly network that required multiple equipment types, from multiple vendors, across multiple sites which all required individual equipment and location integrations.

Let’s face it; some things were not meant to scale.  Think Jinga and dinosaurs.

It is this complexity that fundamentally causes the challenges we see today.

So how are multi-site contact centers avoiding these issues and the large costs  associated with it? The answer is Cloud Switching. Cloud Switching moves the ACD entirely into a scalable, pooled and redundant platform that enables global virtual agent queues with sub-second warm transfers.

This essentially simplifies the network into a single point of control – allowing both voice and data to transfer seamlessly and simultaneously while maintaining full visibility, control and customer experience.

There are indeed synergies to be unlocked from your collection of sites and home bases agent.  Don’t let decades old technology get in your way.

To learn more, read “Unlocking Multi-Site Synergies” or watch this short video.

 

Video: How Cloud Impacts Multi-Site Contact Centers

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Watch this brief video to see how Cloud is impacting multi-site contact centers by simplifying the network and enabling global virtual agent queues with sub-second warm transfers.

For more information, read this short whitepaper, “Unlocking Multi-Site Synergies” .

LiveVox Presents Cloud Strategies to Eliminate Silos and Seamlessly Link Multi-Site Contact Centers at ATA 2012

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Learn how contact centers are optimizing multi-site operations by virtualizing agent queues

SAN FRANCISCO, April 26th, 2012 — LiveVox, 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 challenge.

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 equipment 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 Hollywood, FL.

What: A Match Made in Heaven…Actually, The Cloud

Who:

• John McNamara, Chief Marketing Officer, LiveVox
• Sasha Gorman, Director of Sales, LiveVox
• Arnab Mishra, VP Products and Solutions, Transera

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/.

About LiveVox LiveVox is the provider of the Private VoIP Cloud™ with integrated contact center applications. The patented, PCI-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.

About Transera 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.

About ATA 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.

NCO, XO Communications & LiveVox Host Webinar on Optimizing Multi-Site Operations with Cloud-Based VoIP

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Learn how virtual queues can achieve enterprise-wide skills based routing with sub-second warm transfers across global labor pools

SAN FRANCISCO, March 22, 2012 – Although most call centers have established multi-site operations, much of the promise of cross-site labor optimization remains substantially unrealized. Cloud based agent routing is changing the game by removing physical location barriers at an economical price – enabling global, sub-second warm transfers with real-time data screen pops for any agent in any location.

Technical complexity and expensive VoIP infrastructure have long forced operators to segment work by location, spawning functional workflow silos and limiting cross location routing. By eliminating the limitations brought on by traditional site-based architecture, Cloud-based VoIP establishes a unified virtual agent queue and allows calls to be matched to the right agent at the right time across the global enterprise.

Join NCO, XO Communications and LiveVox operations and technology executives as they map out how to leverage VoIP across multiple sites to create seamlessly linked centers. Hear real world scenarios of best practices and lessons learned. The event will be held at 2 PM, EST, Wednesday, April 11. Reserve your spot today.

WEBINAR TOPICS: • Optimize a global work-force and build efficient call escalation strategies • Leverage MPLS to solve network security and redundancy challenges across multiple sites • Streamline process while gaining control and visibility across an enterprise of remote sites and/or home based agents • Solve operational challenges like seasonality, tech portability, call volume spikes, and rapidly shifting client demands • Use existing resources to stay risk-averse in a fluid compliance and business environment • Realize the inherent synergies of strategic sites

WHAT: (Webinar) “How Cloud Based VoIP Optimizes Multi-Site Operations”

WHO: • Paul McGee, Director, Customer Contact Management, NCO Group • Dan Toomey, Sr. Mgr. Product Mgmt. – WAN & Security Solutions, XO Communications • Steve Vaughan, Sr. Director Product Mgmt, LiveVox • John McNamara, Chief Marketing Officer, LiveVox, as Moderator

WHEN: 2 PM, EST, Wednesday, April 11

WHERE: To register, click here.

About NCO Group, Inc. NCO Group, Inc. is a leading global provider of business process outsourcing services, primarily focused on accounts receivable management and customer relationship management. NCO provides services through over 100 offices throughout North America, Asia, Europe and Australia. For more information, visit www.ncogroup.com.

About XO Communications XO Communications is a leading nationwide provider of advanced IP communications, managed network and IT infrastructure services for businesses, enterprises, government, carriers and service providers. Its customers include more than half of the Fortune 500, in addition to leading cable companies, carriers, content providers and mobile network operators. Utilizing its unique combination of high-capacity nationwide and metro networks and fixed wireless capabilities, XO Communications offers customers a broad range of managed voice, data and IP services with proven performance, scalability and value in more than 85 metropolitan markets across the United States. For more information, visit www.xo.com.

About LiveVox LiveVox is the provider of the Private VoIP Cloud™ with integrated contact center applications. The patented, PCI-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.

LiveVox Announces Sub-Second Off-Shore to On-Shore Warm Transfers

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Enabling a cost-effective strategy to optimize cell phone campaigns while addressing TCPA compliance                                                        SAN FRANCISCO, March 12, 2012 — LiveVox Inc., the provider of Private VoIP Cloud™ contact center applications, today announced the ability for call centers to maximize cell phone dialing results while addressing compliance goals by leveraging off-shore to on-shore sub-second warm transfers and global skills-based routing capabilities in a single cost-effective campaign.   Growing concern over TCPA regulations regarding cell phones have made it difficult for call centers to retain agent productivity levels and Right Party Contact (RPC) goals. In response, LiveVox helped develop a strategy that leverages its Global ACD for sub-second warm transfers to route calls from off-shore to on-shore agents.   Multi-site call centers can now match the longest and least valuable portion of a call (initiating manual dials & establishing RPC’s) to their least-costly resource and the most-valuable portion (closing/talk-off) to their highest-cost/highest skill resource without impacting service levels. Estimated cost savings per RPC between an off-shore and on-shore agent average 88% per RPC or $6.07 per RPC with adjustments made for differences in labor cost and off-shore RPC/Hr rates according to recent analysis.   “We are very pleased to be able to provide a robust strategy for cell phone compliance to our multi-site clients,” said Louis Summe, Chief Executive Officer, LiveVox. “Traditional site-premised technology simply cannot accomplish this without large capital and resource investments. This is a prime example of how our platform significantly impacts the way call centers approach a changing business environment.”   LiveVox’s fully burstable PCI-certified Cloud platform creates a real-time virtual queue of all agents–regardless of location or business silo. Through GUI-based web applications, clients have the ability to configure a work-force from anywhere in the world, including off-shore and on-shore agents, site-based or home-based into a single campaign.   Unlike traditional premised networks that are not only unable to easily transfer voice & data simultaneously, but also create 30-second to 1-minute delays, LiveVox’s enhanced transfer capabilities with real-time screen pop preserve end-user experience – minimizing abandonment rates. Call centers also maintain full security, visibility, reporting and control (e.g. coach, monitor and barge) across the entire campaign.   Added LiveVox CMO John McNamara, “Enabling contact centers to seamlessly link their entire operations in order to execute business solutions such as one that addresses TCPA compliance, is a huge and timely benefit. For the contact center industry, the ability to finally unlock the synergies of their strategic sites is a game changer.”

About LiveVox LiveVox is the provider of the Private VoIP Cloud™ with integrated contact center applications. The patented, PCI-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.

LiveVox CMO Named Chairman of NCCR 2012

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CMO John McNamara will chair the 2012 National Collections & Credit Risk Conference and discuss best practices in today’s fluid business environment

SAN FRANCISCO, February 28, 2012 — LiveVox, provider of the Private VoIP Cloud™ and contact center applications, today announced that Chief Marketing Officer John McNamara has been selected as Chairman and panel participant at the 2012 National Collections and Credit Risk Conference (NCCR) in New Orleans.

For the past 15 years financial services decision makers and solutions providers have chosen NCCR as the best place for their educational & networking opportunity. McNamara was chosen as Chairman because of his long-standing role as a thought leader in the industry and brings with him nearly three decades of experience running successful financial services operations.

“We are very pleased to name John as chairman. This past year has brought on a lot of changes for members of our community,” says Melissa Sefic, Source Media. “John’s forward-thinking perspective made him an ideal choice. We look forward to bringing John’s valued insight and good nature to what we believe will be one of our best events to date.”

In addition to being the acting Chairman of NCCR, McNamara will also be joining other executives on a panel discussing best practices in maintaining valuable consumer contacts during a period of economic difficulty and a changing regulatory landscape.

What: Understanding TCPA: Maximize Consumer Contacts and Minimize Risk

Who:

• John McNamara, Chief Marketing Officer, LiveVox
• John Bedard, Managing Partner of Bedard Law Group
• John Tallarico, VP, Product Management, Soundbite Communications

When: 2pm CST, Thursday March 15

Where: National Collections and Credit Risk Conference, New Orleans

“I am honored to be given the opportunity to participate in this year’s event – especially given this pivotal time in our industry,” says McNamara. “We are operating in an incredibly fluid environment and the old ways of doing things are no longer applicable. The ability for us to leverage new strategies and technologies will be key.  NCCR is an excellent forum for those ideas to take shape and be shared.”

For more information on participating at the 2012 National Collections and Credit Risk Conference, visit http://www.collectionscreditrisk.com/conferences/nccr/.

About John McNamara John McNamara leads marketing and communications strategy at LiveVox, including brand development, platform and application awareness, sales/marketing alignment, lead generation, client nurturing, and alliances with technology providers, VARs and channel partners. John brings 28 years of contact center executive and operations expertise with intense focus on technology applications and call center optimization. John is the director and co-founder of Fidelis Recovery Solutions, Inc., a receivables management firm. Prior to LiveVox and Fidelis, John was COO for Asset Management Outsourcing; SVP of Operations at Nationwide Credit/ACB; and VP of Operations at United Recovery Systems. John is a frequent speaker, consultant and author addressing key trends in contact center operations, technology and consumer credit. In 2009, he was the winner of the ACA Kurt Swersky award for leadership. In 2011 John was named an ACA International Scholar and Fellow. John is currently Chairman of the ACA Affiliate Committee, Board Member for Collector Mentor and member of the ACA Technology Committee. John is a summa cum laude graduate of Kennesaw State University with a Bachelor of Business Administration degree in Finance.

About LiveVox LiveVox is the provider of the Private VoIP Cloud™ with integrated contact center applications. The patented, PCI-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.

About NCCR NCCR is produced by SourceMedia, Inc. the premiere show catered specifically to credit grantors/issuers, debt brokers/buyers/resellers, loan servicers, collection law firms, solutions providers, scoring companies.

 

ARM Eliminates Premised Dialer and PBX

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Leading receivables management firm implements Cloud Contact Center with integrated ACD/PBX, predictive dialer, IVR and call recording

SAN FRANCISCO, February 6, 2012 — LiveVox Inc., the provider of Private VoIP Cloud™ contact center applications, today announced that Accounts Receivables Management, Inc. has signed a multi-year agreement for use of the LiveVox Cloud Contact Center Platform  across all global call centers.

ARM, a leading receivables management solutions provider based in Thorofare, N.J., concluded that site-premised dialer technology was too slow to adapt to industry changes. ARM expanded an existing relationship with LiveVox once deciding that the cloud system materially outperformed premised dialers.  ARM has now implemented the full LiveVox suite of ACD/PBX, predictive dialer, IVR, and call recording for more than 300 seats at onshore and offshore locations.

“I have been extremely impressed with LiveVox’s dedication to customizing the right solution for its clients,” said Joe Burch, Chief Operating Officer, ARM. “We know receivables management operations and strategy, but technology optimization is LiveVox’s area of expertise. With the scale and agility of the LiveVox system we increased productivity and very clearly saw ways to improve our client performance.”

Productivity & Cost Efficiency ARM realized they needed better flexibility, scalability and reporting than traditional site-premised dialers could provide. “With LiveVox, Right-Party Contact rates increased as much as 35% raising productivity without higher telephony costs”, said Josh Seuberling, Director of Operations, ARM. Seuberling added that “ARM can be more flexible with contact strategies, such as hosting its best agents from across locations on the same high-value campaigns on the fly.”

ARM also used LiveVox to migrate their contact centers fully to VoIP without PBX upgrades, capital expenditures or ongoing maintenance and support costs of on-site technology.

“The goal of technology providers should be to deliver simpler models that allow contact centers to quickly take action when business requirements change,” said Louis Summe, Chief Executive Officer, LiveVox. “The cloud delivers levels of scale, flexibility and security that would be cost prohibitive to most organizations otherwise. These features, not on-site servers, are what improve performance.”

Rapid Implementation & Sensible Migration ARM appreciated the speed of LiveVox deployment and new feature upgrades without “waiting for an annual release to come out” like site-premised solutions do, Burch said.

At the same time, LiveVox was able to map ARM’s required campaign customizations and deliver a smooth transition from legacy hardware to the cloud contact center without impacting existing operations.

Security, Reliability, and Scalability The LiveVox solution is unique as a hosted ACD/IVR/PBX that is PCI-DSS certified.  Cloud deployment results in truly elastic applications, scaling up and down as, when and where needed. The multi-tenant LiveVox solution is built upon identical resource pools with automatic failover, even at the carrier layer through the use of multiple top IP carriers.

About LiveVox 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.

 

LiveVox Earns Cloud Computing Excellence Award

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Cloud contact center provider honored for innovation that improves call center efficiency and productivity

SAN FRANCISCO, January 30, 2012 — LiveVox Inc., the provider of cloud contact center applications, today announced it received a 2011 Cloud Computing Excellence Award from Cloud Computing Magazine, a new publication from Technology Marketing Corporation (TMC), a global, integrated media company focused on call center technology.

This follows LiveVox’s recognition earlier this month as Product of the Year from Customer Interaction Solutions, a leading contact center technology publication.

“LiveVox is pleased that its cloud contact center platform has been honored for excellence by a top call center technology thought leader organization,” said Louis Summe, Chief Executive Officer, LiveVox. “Cloud deployment offers numerous ways to increase productivity and flexibility for contact centers, but vendors must prove how they can improve security and reliability for contact centers, while simplifying compliance management. We are proud to have been recognized for our efforts in accomplishing this.”

LiveVox integrates ACD/PBX, predictive dialer, IVR, call recording, reporting and compliance applications for the contact center into a multi-tenant, PCI-certified platform built on distributed resource pools, redundant data centers and a multicarrier IP/MPLS mesh.

“LiveVox earned a 2011 Cloud Computing Excellence Award because of innovation and excellence, leveraging the latest technology trends to create an enriched user experience,” said Rich Tehrani, Chief Executive Officer, TMC. “The cloud delivery model has fueled a competitive spirit within the vendor, developer, and provider communities that has resulted in a wave of new products, services and applications being introduced at an unprecedented rate.”

Cloud Computing Excellence winners are featured this month in the inaugural issue of Cloud Computing Magazine.

About LiveVox 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 & business analytics via a burstable, redundant IP/MPLS mesh. LiveVox is headquartered in San Francisco. For more information, visit www.livevox.com.

About TMC Technology Marketing Corporation (TMC) is a global, integrated media company helping clients build communities in print, in person, and online. TMC publishes Customer Interaction Solutions, INTERNET TELEPHONY, Unified Communications, NGN and InfoTECH Spotlight magazines. TMC is the producer of ITEXPO, the world’s leading B2B communications event. TMCnet.com, which is read by two million unique visitors each month, is the leading source of news and articles for the communications and technology industries.  In addition, TMC runs multiple industry events: 4GWE; Smart Grid Summit; M2M Evolution; Cloud Communications Summit; Social CRM Expo; SIP Tutorial; VIPeering; Business Video Expo; CVx; Digium|Asterisk World; StartupCamp; and MSPAlliance MSPWorld. Visit www.tmcnet.com.

 

LiveVox Announces Click-to-Call Manual Dialing for Cell Phones

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Contact centers can now eliminate unprotected and unmonitored manual cell phone calls through the PBX

SAN FRANCISCO, January 18, 2012 — LiveVox Inc., the provider of Private VoIP Cloud™ contact center applications, today announced click-to-call manual dialing for cell phones. Click-to-Call Manual segregates cell phone numbers from predictive campaigns and allows agents to manually intervene in the decision to skip or call these numbers.

Many contact centers concerned about the regulatory implications of calling cell numbers with dialers or outbound IVRs have increased risk by allowing agents to call them manually through the PBX. These calls are often neither recorded, nor protected by time zone, penetration and DNC rules. Additionally, PBX reporting typically is at best thinly integrated with the dialer.

“The LiveVox cloud platform enables us to develop and deploy new features more rapidly than legacy contact center products,” said Louis Summe, Chief Executive Officer, LiveVox. “Our dedication to building features that assist our clients with managing compliance allows them to focus energies on improving their operations.”

The LiveVox cloud contact center platform contains several core applications including ACD/PBX, predictive dialer, IVR, call recording and reporting. The platform also includes numerous, customizable compliance features that allow contact centers to increase efficiency and manage risk even as rules change. Since these features exist within the same multi-tenant cloud, all Click-to-Call Manual dials are recordable, are protected by time zone controls, and generate real-time reports.

“A tough economy means thinner margins and heightened consumer advocacy,” said LiveVox Chief Marketing Officer John McNamara. “LiveVox allows clients to step up agent productivity and compliance to deal with both challenges.”

ARM & the LiveVox Compliance Suite Compliance concerns and regulatory oversight of contact centers has never been higher especially in the account receivables management sector. LiveVox continues to add to its inbound/outbound contact center compliance suite that includes:

• PCI certified, fully redundant multi-tenant architecture
• Secure multi-carrier MPLS interoperability
• Cell phone scrubs and click-to-call manual dialing
• Account penetration settings
• End-to-end PCI compliant payment lines
• State dialing configuration GUI
• Integrated call recording for inbound, outbound and manual dials
• Manual dialing time zone controls
• Real-time agent monitoring and reporting
• DNC (Do-Not-Call) list scrubs

About LiveVox LiveVox is the provider of the Private VoIP Cloud™ with integrated contact center applications. The patented, PCI-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.

 

LiveVox Receives Customer Interaction Solutions Magazine’s 2011 Product of the Year Award

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LiveVox honored for exceptional innovation for its patented, PCI-certified cloud contact center platform

SAN FRANCISCO, January 10, 2012 — LiveVox Inc., the provider of Private VoIP Cloud™ contact center applications, today announced it received the 2011 Product of the Year Award from Technology Marketing Corporation’s (TMC®) Customer Interaction Solutions magazine, a leading contact center technology publication.

This marks the second consecutive year that LiveVox has received this award and follows the market’s continued recognition of LiveVox’s cloud contact center technology. Past awards include the American Teleservice Association’s Technovation award and Frost & Sullivan’s “Best Brand” award. The LiveVox cloud contact center platform contains several core applications including ACD/PBX, predictive dialer, IVR, call recording and reporting.

“Contact centers understand the benefits cloud computing can bring but are still searching for vendors who can integrate highly scalable applications and simplify their operations.” said Louis Summe, Chief Executive Officer, LiveVox. “Large call centers are complex. LiveVox’s PCI-certified cloud platform enables them to migrate to an efficiency and productivity improving architecture with a sensible and secure migration path.”

In 2011 LiveVox continued to focus on developing features that helped contact centers manage compliance, including Account Penetration Settings and Click-to-Call Manual Dialing for cell phones. LiveVox also integrated PBX functionality into its predictive dialer/ACD. This allows clients to migrate to VoIP/MPLS and get to the Cloud without on-site switching. This improves call routing, simplifies contact center networking and reduces hardware expenses.

“LiveVox received a 2011 Product of the Year Award for its dedication to quality in solutions that benefit the customers’ overall experience as well as ROI for their clients,” said Rich Tehrani, Chief Executive Officer, TMC. “Customer Interaction Solutions magazine has been honoring innovative companies for 13 years and LiveVox has earned its place with this distinguished honor.”

Products of the Year Award winners are featured in the January issue of Customer Interaction Solutions magazine. For more information about the Customer Interaction Solutions’ 2011 Product of the Year Awards or any of the TMC media properties, please visit www.tmcnet.com.

About LiveVox LiveVox is the provider of the Private VoIP Cloud™ with integrated contact center applications. The patented, PCI-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.

About Customer Interaction Solutions Since 1982, Customer Interaction Solutions (CIS) magazine has been the voice of the call/contact center, CRM and teleservices industries. CIS magazine has helped the industry germinate, grow, mature and prosper, and has served as the leading publication in helping these industries that have had such a positive impact on the world economy to continue to thrive. Through a combination of outstanding and cutting-edge original editorial, industry voices, in-depth lab reviews and the recognition of the innovative leaders in management and technology through our highly valued awards, Customer Interaction Solutions strives to continue to be the publication that holds the quality bar high for the industry. Please visit www.cismag.com for more information.

About TMC Technology Marketing Corporation (TMC) is a global, integrated media company helping clients build communities in print, in person, and online. TMC publishes Customer Interaction Solutions, INTERNET TELEPHONY, Unified Communications, NGN and InfoTECH Spotlight magazines. TMC is the producer of ITEXPO, the world’s leading B2B communications event. TMCnet.com, which is read by two million unique visitors each month, is the leading source of news and articles for the communications and technology industries. In addition, TMC runs multiple industry events: 4GWE; Smart Grid Summit; M2M Evolution; Cloud Communications Summit; Social CRM Expo; SIP Tutorial; VIPeering; Business Video Expo; CVx; Digium|Asterisk World; StartupCamp; MSPAlliance MSPWorld and more! Visit TMC Events for a complete listing and further information.

LiveVox to Discuss Consumer Contacts during Challenging Times at FSCC

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CMO John McNamara will present tips for managing consumer contacts

SAN FRANCISCO, October 31, 2011 — LiveVox, provider of the Private VoIP Cloud™ and contact center applications, today announced that Chief Marketing Officer John McNamara will discuss consumer contacts during challenging economic times and a changing regulatory landscape at the Financial Services Collection Conference 2011 this week in Las Vegas.

McNamara will join industry executives on a panel at 2:45 PM Thursday November 3. A 28-year call center veteran and agency owner/founder, McNamara will discuss the importance of technology that allows contact centers to remain flexible, even as the consumer and regulatory environments change. McNamara, a former contact center compliance and training officer, will also discuss processes that contact centers can implement to more effectively mitigate consumer complaints.

LiveVox offers an integrated predictive dialer, ACD, PBX, IVR and call recording, as well as a robust compliance suite included at no additional cost. These features include a PCI-certified platform, cell phone treatment tools, state dialing configuration and account penetration controls.

What: TCPA: What’s legal. What’s not.

Who: John McNamara, Chief Marketing Officer, LiveVox

When: 2:45 PM, Thursday, November 3, 2011

Where: Financial Services Collection Conference 2011, Las Vegas

 

About John McNamara

John McNamara leads marketing and communications strategy at LiveVox, including brand development, platform and application awareness, sales/marketing alignment, lead generation, client nurturing, and alliances with technology providers, VARs and channel partners. John brings 28 years of contact center executive and operations expertise with intense focus on technology applications and call center optimization. John is the director and co-founder of Fidelis Recovery Solutions, Inc., a receivables management firm. Prior to LiveVox and Fidelis, John was COO for Asset Management Outsourcing; SVP of Operations at Nationwide Credit/ACB; and VP of Operations at United Recovery Systems. John is a frequent speaker, consultant and author addressing key trends in contact center operations, technology and consumer credit. In 2009, he was the winner of the ACA Kurt Swersky award for leadership. In 2011 John was named an ACA International Scholar and Fellow. John is currently Chairman of the ACA Affiliate Committee, Board Member for Collector Mentor and member of the ACA Technology Committee. John is a summa cum laude graduate of Kennesaw State University with a Bachelor of Business Administration degree in Finance.

About LiveVox LiveVox is the provider of the Private VoIP Cloud™ with integrated contact center applications. The patented, PCI-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.

LiveVox to Discuss Impact of Cloud Contact Center on Student Loan Recoveries

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CMO John McNamara to present ways to increase operations and IT flexibility at NCHELP Knowledge Symposium 2011

SAN FRANCISCO, October 26, 2011 — LiveVox, provider of the Private VoIP Cloud™ and contact center applications, today announced that Chief Marketing Officer John McNamara, will discuss the impacts of cloud contact center solutions on student loan recovery organizations at the National Council of Higher Education Loan Programs’ 2011 Knowledge Symposium at St Pete Beach, FL.

McNamara will join a group of operations and technology executives on a panel discussion at 3:15 PM, Wednesday, November 2. He will share advances in cloud contact center technology that increase efficiency and address consumer contact challenges.

LiveVox delivers a cloud contact center suite of predictive dialer, ACD, PBX, IVR and call recording, integrated onto the PCI-certified, multi-carrier Private VoIP Cloud.

What: Emerging Technologies and their Impact on Default Recoveries

Who: John McNamara, Chief Marketing Officer, LiveVox

When: 3:15 PM, Wednesday, November 2, 2011

Where: 2011 NCHELP Knowledge Symposium, Tradewinds Island Grand, St. Pete Beach, FL

About John McNamara

John McNamara leads marketing and communications strategy at LiveVox, including brand development, platform and application awareness, sales/marketing alignment, lead generation, client nurturing, and alliances with technology providers, VARs and channel partners. John brings 28 years of contact center executive and operations expertise with intense focus on technology applications and call center optimization. John is the director and co-founder of Fidelis Recovery Solutions, Inc., a receivables management firm. Prior to LiveVox and Fidelis, John was COO for Asset Management Outsourcing; SVP of Operations at Nationwide Credit/ACB; and VP of Operations at United Recovery Systems. John is a frequent speaker, consultant and author addressing key trends in contact center operations, technology and consumer credit. In 2009, he was the winner of the ACA Kurt Swersky award for leadership. In 2011 John was named an ACA International Scholar and Fellow. John is currently Chairman of the ACA Affiliate Committee, Board Member for Collector Mentor and member of the ACA Technology Committee. John is a summa cum laude graduate of Kennesaw State University with a Bachelor of Business Administration degree in Finance.

About LiveVox LiveVox is the provider of the Private VoIP Cloud™ with integrated contact center applications. The patented, PCI-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.

IT Expo 2011: LiveVox CEO explains what the Cloud can do for your Contact Center

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LiveVox Launches Intergrated Cloud ACD/PBX

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Cloud Switching provides a hardware-free path to VoIP & Unified Communications

SAN FRANCISCO, October 11, 2011 — LiveVox Inc., the provider of the Private VoIP Cloud™ and integrated contact center applications, today announced that it has developed an integrated ACD/PBX for its highly scalable cloud call center suite.

The integration of the Cloud ACD/PBX eliminates the need for expensive and limited site-premised PBXs while delivering advanced call routing, back office support and voicemail. Other LiveVox applications include predictive dialer, IVR, call recording and business analytics.

With cloud-based switching as part of its core architecture, LiveVox provides a simpler network topology and faster voice/data transfers to contact centers. LiveVox has detailed this new approach in the strategic briefing paper “How Cloud-Based Switching Simplifies Multi-Site Routing.” Download it here.

“Cloud switching and the LiveVox Cloud ACD/PBX eliminate enormous costs and integration challenges for contact centers,” said Louis Summe, Chief Executive Officer, LiveVox. “Contact center executives often believed they were forced into PBX upgrades in order to migrate to VoIP/MPLS. This adds needless maintenance and hardware integration that slows deployment while increasing cost and complexity. Technology has adapted to keep contact centers more agile through the cloud.”

Each contact center environment is unique, and LiveVox maps out specific ACD/PBX implementation requirements. However, cloud deployment is still less costly and time consuming across an organization than installing a site-premised IP-PBX at each location.

In addition to the standard features of a traditional PBX, benefits of the LiveVox Cloud PBX include:

• Faster voice/data transfers to and between agent locations;
• Faster deployment inside and across locations than competing hardware;
• Greater integration between dialer, ACD, IVR and CRM systems;
• Burstable line/network/agent requirements on demand;
• Portable licensing across locations;
• Simpler network topology via the cloud.

“Call center technology has reached an inflection point,” said Michael Reed, Vice President, Engineering, LiveVox.  “Advances in standards and cloud technology have made it much easier for contact centers to leverage VoIP/MPLS. Contact centers no longer need to put expensive hardware or complex PBX upgrades between themselves and the cloud.”

For more information about transitioning a contact center to VoIP, download “Take the Migraine out of VoIP Migration” here.

About LiveVox LiveVox is the provider of the Private VoIP Cloud™ with integrated contact center applications. The patented, PCI-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.

LiveVox Enhances Dialer Compliance with Account Penetration Settings

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Cloud Contact Center provider adds configurable calling limits to robust compliance suite that also includes cell phone treatment tools

SAN FRANCISCO, September 12, 2011 — LiveVox Inc., the provider of the Private VoIP Cloud™ and integrated contact center applications, today announced it has added account penetration settings to its predictive dialer compliance suite. The LiveVox Cloud includes a flexible compliance suite so contact centers can customize and manage outbound campaigns to their own legal and client mandates, even as requirements change over time.

LiveVox penetration settings tools enable contact centers to configure the number of times an account or number is dialed during a specified period. Recently, a large bank ordered its outsourcers to adhere to more restrictive daily penetration limits, highlighting the importance of this feature

“Whether clients have requested ways to approach cell phones or state dialing laws, LiveVox has long been dedicated to developing compliance features that matter to contact centers,” said Louis Summe, Chief Executive Officer, LiveVox. “Our cloud integration methodology allows us to develop new features more quickly and implement them across client locations much faster and cheaper than competing hardware solutions.

LiveVox integrates core contact center applications like dialer, ACD, PBX and compliance features and deploys them from a PCI-certified, third-party audited cloud platform. The LiveVox platform offers real-time scale for outbound call processing and faster voice/data transfers for quicker connections.

The LiveVox Compliance Suite

Account Penetration Settings add to a robust compliance suite that includes LiveVox Dynamic Preview and free integrated cell phone scrubs, which were released in early 2010 and present a path to manage cell phone compliance without sacrificing efficiency and productivity.

Additional features of the LiveVox Compliance Suite include:

• PCI compliant; third-party audited infrastructure
• End-to-end PCI compliant payment lines
• State dialing configuration GUIs
• Integrated dual-track call recording for inbound, outbound and manual calls
• Manual dialing call curfews
• Cell phone scrubs by campaign at no cost
• Customizable real-time Do Not Call (DNC)

“Whether call centers are trying to manage effort against diminishing returns, regulatory concerns or client dialing/sloping specifications, this new tool allows user customizable settings for those purposes,” said John McNamara, Chief Marketing Officer, LiveVox. “Contact centers need to review vendors’ track records of listening to client concerns and quickly delivering meaningful features to help them meet their business goals. The cloud, as opposed to site-premised hardware, is uniquely positioned to offer the flexibility and rapid deployment needed for ongoing compliance management.”

About LiveVox LiveVox is the provider of the Private VoIP Cloud™ with integrated contact center applications. The patented, PCI-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.