TMCnews Featured Article

Today, LiveVox (News - Alert) launched its Over-Dialing Protection feature as part of LVP 1.7.1, the company’s latest product upgrade. The new capability allows contact centers to set safety defaults that centrally control how frequently an account is dialed or re-queued within a specified time frame, across all campaigns, dialing modes and sites. This helps prevent consumers from being contacted more than a user-defined number of times. Visual alerts also warn the user when the maximum number of attempts is nearing, adding additional protection.

The Over-Dialing Protection feature is available within LiveVox’s compliance suite, which offers benefits such as simplifying multisite compliance and controls, table-based contact compliance features customized via a GUI, and a flexible platform that adapts even as regulations change. Contact centers can better manage regulatory and contract compliant strategies even with constantly shifting expectations with LiveVox’s cloud-enabled features that can be seamlessly integrated with CRM applications.

“Implementing effective compliance strategies requires the ability to simultaneously incorporate and control data from multiple applications and across multiple sites from a centralized location,” said Louis Summe (News - Alert), chief executive officer of LiveVox, in a statement. “For hardware-based architecture, this is extremely difficult, costly and time-consuming thanks to a convoluted integration topology. Through Cloud- Switching and open API’s, the LiveVox platform simplifies integration with other applications and easily merges a client’s existing systems to provide CRM dependent features like Over-Dialing Protection.”

Traditional site-based networks consist of individual hardware applications where data resides in a single location. The result is often a collection of disparate accounts, as well as agent and call activity data. Therefore, managing compliance strategies that require real-time data interactions is immensely challenging. LiveVox integrates core applications such as ACD/PBX (News - Alert), dialer, IVR, call recording and business analytics that centralizes all data on a single, secure, redundant platform – including host CRM systems.

John McNamara, chief marketing officer, LiveVox, added, “Many contact centers are dealing with tough margins, increased client expectations, heavier and sometimes uncertain regulatory requirements. Over-Dialing Protection helps our clients better control litigation, regulatory and operations costs. Setting limits for things like CFPB compliance is important, but you can’t forget basic business. Over-Dialing Protection is a great way to avoid throwing resources beyond the point of diminishing returns.”

The company’s cloud platform combines a multicarrier IP/MPLS mesh with highly scalable, multitenant contact center applications. The PCI (News - Alert)-certified, fully burstable solution has been built from the ground up for near infinite scalability and rapid deployment with complete geographic independence. It offers cloud capacity provisioning, portability, cloud-based switching, PCI-DSS certification, redundancy, cloud integration, centralized control and new feature enhancements.

Summe explains, “There is absolutely no doubt that contact centers have to be prepared for change. For many, the challenge they face is a consequence of legacy- hardware applications that were simply not built to respond at the pace needed to meet the market’s rapidly evolving demands. LiveVox’s Cloud-platform was architected to not only rapidly develop new features, but scale them across the enterprise by executing integrations from an entirely different approach. If organizations like the CFPB are forcing change, LiveVox is offering adaptability.”

Want to learn more about cloud communications? Then be sure to attend Cloud Communications Expo, collocated with ITEXPO West 2012 taking place Oct 2-5, in Austin, TX. Stay in touch with everything happening at Cloud Communications Expo. Follow us on Twitter.