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Speech Technologies: December 15, 2010 eNewsletter
December 15, 2010

American Coradius International Deploys LiveVox Cloud Platform and IVR Analytic Tools

By Shamila Janakiraman, TMCnet Contributor

LiveVox Inc., a provider of cloud contact center solutions, announced that receivables-management services provider, American Coradius International LLC, upgraded its contact center infrastructure by fully transitioning to LiveVox’s (News - Alert) integrated application suite of ACD, dialer, IVR, call recording and business analytic tools.

ACI avoided huge capital expenses for upgrading existing hardware contact center infrastructure by expanding its partnership with LiveVox for the delivery of a patented, fully burstable and PCI (News - Alert) compliant cloud platform.

LiveVox specializes in the provision of flexible, on demand solutions, which are cost effective. The feature-rich integrated application suite enabled sizable contact centers to transition fully from hardware to hosted dialing, call routing and other contact tools.

In a press release, Bob Duggan, chief operating officer of ACI, said, “Technology is only as effective as its ability to allow ACI to maintain competitive advantage and continue to deliver results for our clients.”

“Our partnership with LiveVox has grown over several years. We were confident their proven cloud platform contained the full feature set we needed to achieve our business goals without requiring the significant upfront capital expense of hardware upgrades,” Duggan added.

The cloud delivery model serves client needs optimally by eliminating capital expenses, and by using IP/MPLS transport. LiveVox ensures security, reliability and ongoing operating cost efficiency when compared to traditional premised solutions.

Louis Summe (News - Alert), CEO of LiveVox explained that security, reliability and price features are important concerns in the case of both hosted and hardware technology adopted by call centers.

“We address these challenges with PCI compliance and an MPLS mesh that integrates across all major carriers. IP/MPLS is the path that will allow businesses of all sizes to securely and reliably integrate cloud solutions such as LiveVox to build radically more cost efficient telephony infrastructure,” Summe emphasized.

San Francisco-based LiveVox provides a patented platform of cloud contact center solutions including integrated IVR, ACD, call recording and automated dialing configurable by a single Web-based GUI.

Also, the fully burstable, carrier-class solution features Web-based multi-site deployment, routing and controls that are pre-integrated with major VoIP standards and carriers that can provide capacity on demand.

Shamila Janakiraman is a contributing editor for TMCnet. To read more of Shamila’s articles, please visit her columnist page.

Edited by Jaclyn Allard


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