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November 19, 2007

LiveVox Announces LiveVox Voice Portal 3.0 for Call Centers

By Susan J. Campbell, TMCnet Contributing Editor

LiveVox (News - Alert), an on-demand voice portal company focused on delivering robust outbound,



inbound and automated call distribution voice applications for the billing and collections industry, has announced that LiveVox Voice Portal 3.0 is now available.

LiveVox Voice Portal 3.0 is the first on-demand call center platform that is designed to emulate and extend the functionality of the dialer to enable customers to transition off of their dialers and seamlessly move to a true VoIP-based environment.

This solution is also positioned as the industry’s first complete, integrated hosted-dialing solution that allows companies to use multiple engagement models to reach customers using a single platform. It supports the simplest form of outreach — automated voice messaging.

With this new launch, LiveVox is empowering companies to replicate all the key features of traditional premises-based dialers to provide a path to replace that equipment with a hosted solution that can provide unlimited call capacity.

LiveVox is also making available the new Quick Connect feature, which allows companies to connect the call with the agent prior to connecting with the customers, thus eliminating lengthy pauses associated with dialer-generated calls that often result in high abandonment rates.

Managers can use LiveVox’s Agent Registration and Multi-Site Management features to more easily set goals, manage and measure agent productivity, and better manage multi-site activity to plan and execute campaigns across locations, regardless of physical constraints.

With this solution, users can put a strategy in place to phase out costly legacy hardware and user in an on-demand voice application platform. The solution is designed to deliver measurable benefits including seamless integration, lower IT support, integrated applications, unlimited capacity, tailored applications, lower WAN equipment requirements, and the lowest total cost of ownership.

“Traditional, premise-based dialers created significant limitations to productivity and capabilities, while costing organizations hundreds of thousands to millions of dollars to purchase, upgrade, integrate, and support,” said Louis Summe, CEO of LiveVox. “LiveVox is excited to introduce a platform that will challenge management to think differently about how they run their businesses, how they set and accomplish their goals and how they motivate, allocate and manage their agent workforce.”
 
LiveVox is extending a solution that can help customers meet their call center and customer service needs without the requirement of a costly capital investment. By doing so, the company is extending a solution that can be customized, scaleable and cost effective such that it meets the immediate needs of the organization, without locking them into a solution that will fail to meet their needs tomorrow.

“With LiveVox Voice Portal 3.0, we are asking organizations to essentially ‘upgrade’ their expectations and their business performance by using this new generation of technology that offers a clear path to VoIP adoption at the lowest total cost of ownership,” added Summe.

As a result, these organizations can focus their efforts on key strategies that promote customer service and achieving key business initiatives that meet the needs of the customer, leaving system and platform support to LiveVox.
 
Susan J. Campbell is a contributing editor for TMC (News - Alert) and has also written for eastbiz.com. To see more of her articles, please visit Susan J. Campbell’s columnist page.
 
Want to learn more about call centers? Then be sure to check out TMCnet’s White Paper Library, which provides a selection of in-depth information on relevant topics affecting the IP Communications industry. The library offers white papers, case studies and other documents which are free to registered users. The papers are authored by industry leaders, who, in turn, receive qualified sales leads from interested parties. Check here for the latest in CRM information.

(source: http://callcenterinfo.tmcnet.com/Analysis/articles/14853-livevox-announces-livevox-voice-portal-30-call-centers.htm)

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