LiveVox Launches Dynamic Preview with Real-time Cellular ID
Complete enterprise control for Predictive, Preview and Manual delivered for first time in hosted credit and collection solution
SAN FRANCISCO–(BUSINESS WIRE)–LiveVox Inc., the leading provider of hosted-dialer solutions, today announced the addition of dynamic preview dialing with real-time cellular number identification. The dynamic nature of this feature improves the management of workgroups, dialer lists and account data during preview campaigns.
When LiveVox locates a wireless number, the system switches from predictive dialing to the integrated preview mode, which utilizes soft-phone functionality. After the agent executes or skips the call, the system returns the agent to the predictive dialing queue. Preview’s dynamic functionality ensures that accounts are handled more efficiently by a single workgroup and updated upon contact. Otherwise, preview and predictive campaigns are worked separately, which risks contact attempts by each group on the same account.
“The dynamic portion of the LiveVox preview feature is crucial to the integrity of workflow management and data synchronization,” said Louis Summe, Chief Executive Officer, LiveVox. “Without the dynamic capabilities of this feature, collection call centers would need separate treatments for preview and predictive dialing. This would tax both operations and IT groups because it adds complexity to workgroup segmentation, scheduling, list management and account updates. As compliance requirements increase, LiveVox delivers the flexibility to meet the changing needs of our clients.”
With this enhancement, LiveVox brings together for the first time all outbound, inbound and blending dialer features under a single hosted platform with unmatched calling capacity, scale and control. LiveVox preview and manual-dialing features reduce compliance risks with built in time-zone-curfew management, area code/zip code scrubs, and FOTI-compliant messages. Companies also receive integrated call recording to meet client mandates without expensive third-party solutions.
“Because agencies have lacked control over preview and manual dials, these contacts are largely invisible in terms of tracking productivity and, more importantly, compliance,” said John McNamara, Chief Marketing Officer, LiveVox. “Traditionally, operators managed around the fact that the dialer, phone switch and collection management system did not play well together. Although premised dialers can have good reporting, it is largely useless because so many calls are launched manually through the phone switch. Hardware solutions have been too expensive to give every agent a blended station with predictive, preview and manual. Those days are over. There is a better way, and LiveVox delivers it”
LiveVox is the leading provider of hosted dialer solutions to the credit and collections industry. Breakthrough, patented technology and deep industry knowledge allow LiveVox to assist clients with optimizing their operations and collection strategies. Private, carrier-grade VoIP networks enable LiveVox to maximize the productivity of leading credit, collections, debt purchase and call center organizations at the lowest cost of ownership in the marketplace. LiveVox is headquartered in San Francisco. For more information, visit www.livevox.com.