September 17, 2008
LiveVox's Agent Desktop 2.0 Now Used by 10,000+ Agents to Drive Productivity
By Susan J. Campbell, TMCnet Contributing Editor
LiveVox (News - Alert), a provider of hosted-dialer solutions, has announced that its Agent Desktop 2.0 feature is now used by more than 10,000 agents in an effort to drive productivity with increased right-party contacts.
Powered by the first integrated Automatic Call Distributor (ACD) in a true hosted environment, Agent Desktop was launched last year to provide call centers with a way to improve call routing, reduce debtor hold time, and to deliver advanced real-time reporting for the credit and collections industry.
To promote productivity, Agent Desktop tracks agent availability after collectors log into the Web-based LiveVox system. This allows the LiveVox VoIP Dialer to automatically adjust both call routing and call pacing in real-time.
This capability also prevents precious right-party contacts (RPCs) from waiting for long periods in hold queues. Debtor account information is delivered to collectors through screen pops, thereby eliminating the “whispers” that only add to time callers must wait for an agent. Traditional hosted broadcast applications lack these capabilities, increasing abandoned calls.
The results of all calls that are handled through Agent Desktop are recorded with Termination Codes to provide managers with complete real-time visibility into campaign success and a tool to increase agent accountability. Other hosted systems on the market tend to lack the detailed result reporting and most provide only generic call results such as “operator transfers.”
The LiveVox VoIP Dialer is designed to report the metrics, such as conversion rates, that are important to the credit and collections industry. LiveVox is the only hosted system able to show collection organizations the number of right party contacts that each agent speaks to every hour as it relies on proprietary ACD technology.
“The LiveVox VoIP Dialer is built to drive productivity for credit and collections organizations, and customers appreciate our intense focus and commitment on the third-party collection space,” said Louis Summe (News - Alert), Chief Executive Officer, in a Wednesday statement.
“By providing our clients with twice the amount of RPCs per agent, per hour, LiveVox has effectively doubled their agency size without the need to hire more collectors. Without the ability to track the RPCs that agents speak to each hour, organizations are blind to the return they get from investments in hosted technology.”
LiveVox has calculated that an average campaign yields less than 2 percent RPCs. The challenge is that seat-license fees and telephony costs of traditional premise-based dialers prevent agencies from maximizing agent productivity without adding hosted dialing capabilities.
Those call centers that are operating in the collections industry are inundated with increased account volume, yet the slowdown in the economy makes it more difficult to collect on debts owed.
This increase in volume has maxed out on-premise systems, yet the revenue is not coming in to support expanding such infrastructure. In such cases, a hosted solution provides the necessary tools to support the increased volume without requiring significant upfront costs.
In addition, the solution provides the tools necessary to increase successful calls and collections, helping to drive revenue. LiveVox has done well to provide the tools needed in the industry, now it just needs to educate potential clients on why its solution makes the most sense.
Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan's articles, please visit her columnist page.
Edited by Stefania Viscusi