LiveVox (News - Alert) Inc., a provider of cloud contact center solutions, today announced the release of its account penetration analytics for predictive dialer calling campaigns, in a press release.
Clarity (News - Alert) within account penetration is crucial to all successful call centers, but especially important for those with large outbound portfolios that require the ability to conceptualize the information, regarding instances of dialing on the same accounts that start to yield diminishing returns.
“Our cloud platform enables LiveVox to organize real-time campaign results across the multi-site contact center environment. Our development model is to continue to build reporting based specifically to client needs,” LiveVox stated in the release.
Penetration rates are often a challenging KPI, because they require the integration of account detail data that typically reside in the billing system and call result data from the dialer. These reports can be created but usually need manual, custom reporting projects to be generated by a business analyst. Because of the time this would take as well as the expense, call centers can analyze penetration from time- to- time but not with the frequency to keep pace with changing conditions, a release stated.
“LiveVox continues to enhance its platform with the analytics that our clients need to drive contact priorities and campaign strategies,” said Louis Summe (News - Alert), chief executive officer, LiveVox. “Our cloud platform enables LiveVox to organize real-time campaign results across the multi-site contact center environment. Our development model is to continue to build reporting based specifically to client needs.”
LiveVox offers extensive analytics as part of its integrated predictive dialer, ACD and IVR platform. Reports provide critical information on KPIs at an enterprise level as well as categorized by location, program and agent group.
According to the release, some features of the LiveVox Business Analytics Suite include: centralized and secure access point to view real-time and historic contact center analytics regardless of agent workgroup location, integration with disparate CRM systems used by clients across a multi-site environment, data available from as broad as the enterprise level to as granular as the productivity of individual agents, data provided electronically in virtually any format, frequency or accumulation specified, and report access can be controlled and customized with the LiveVox role-based security GUI.
“Penetration is a great way to manage the right amount of effort put into an outbound portfolio, since both too much and too little are big problems,” said John McNamara, chief marketing officer, LiveVox.
“Whether to comply with client penetration demands, compliance concerns or to determine the point of diminishing returns during call attempts, these types of analytics deliver actionable data around calling strategy rather than repeatedly calling the same numbers without a plan. Agent screen pop is not where integration ends. The dialing system and the account management system must marry data elements to deliver real-time penetration,” McNamara added.
Jamie Epstein is a TMCnet Web Editor. Previously she interned at News 12 Long Island as a reporter's assistant. After working as an administrative assistant for a year, she joined TMC (News - Alert) as a Web editor for TMCnet. Jamie grew up on the North Shore of Long Island and holds a bachelor's degree in mass communication with a concentration in broadcasting from Five Towns College. To read more of her articles, please visit her columnist page.
Edited by Jamie Epstein