|[March 13, 2012]
LiveVox Announces Sub-Second Off-Shore to On-Shore Warm Transfers
SAN FRANCISCO --(Business Wire)--
LiveVox (News - Alert) Inc., the provider of Private VoIP Cloud™ contact center
applications, today announced the ability for call centers to maximize
cell phone dialing results while addressing compliance goals by
leveraging off-shore to on-shore sub-second warm transfers and global
skills-based routing capabilities in a single cost-effective campaign.
Growing concern over TCPA regulations regarding cell phones have made it
difficult for call centers to retain agent productivity levels and Right
Party Contact (RPC) goals. In response, LiveVox helped develop a
strategy that leverages its Global ACD for sub-second warm transfers to
route calls from off-shore to on-shore agents.
Multi-site call centers can now match the longest and least valuable
portion of a call (initiating manual dials & establishing RPC's)
to their least-costly resource and the most-valuable portion (closing/talk-off)
to their highest-cost/highest skill resource without impacting service
levels. Estimated cost savings per RPC between an off-shore and on-shore
agent average 88% per RPC or $6.07 per RPC with adjustments made for
differences in labor cost and off-shore RPC/H rates according to recent
"We are very pleased to be able to provide a robust strategy for cell
phone compliance to our multi-site clients," said Louis Summe (News - Alert), Chief
Executive Officer, LiveVox. "Traditional site-premised technology simply
cannot accomplish this without large capital and resource investments.
This is a prime example of how our platform significantly impacts the
way call centers approach a changing business environment."
LiveVox's fully burstable PCI (News - Alert)-certified Cloud platform creates a
real-time virtual queue of all agents-regardless of location or business
silo. Through GUI-based web applications, clients have the ability to
configure a work-force from anywhere in the world, including off-shore
and on-shore agents, site-based or home-based into a single campaign.
Unlike traditional premised networks that are not only unable to easily
transfer voice & data simultaneously, but also create 30-second to
1-minute delays, LiveVox's enhanced transfer capabilities with real-time
screen pop preserve end-user experience - minimizing abandonment rates.
Call centers also maintain full security, visibility, reporting and
control (e.g. coach, monitor and barge) across the entire campaign.
Added LiveVox CMO John McNamara, "Enabling contact centers to seamlessly
link their entire operations in order to execute business solutions such
as one that addresses TCPA compliance, is a huge and timely benefit. For
the contact center industry, the ability to finally unlock the synergies
of their strategic sites is a game changer."
LiveVox is the provider of the Private VoIP Cloud™ with integrated
contact center applications. The patented, PCI-certified LiveVox
platform utilizes a burstable, redundant IP/MPLS mesh to deliver
cloud-based switching and highly scalable contact center applications
such ACD, predictive dialer, IVR, call recording and business analytics.
LiveVox is headquartered in San Francisco. For more information, visit www.livevox.com.
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