Multi-Site Contact Center Management Solution LiveVox Voice Portal 2.0 Now Available

By Susan J. Campbell

TMCnet Contributing Editor

 

LiveVox (News - Alert), an on-demand voice portal company, has announced the availability of its multi-site contact center management solution, the LiveVox Voice Portal 2.0. Offering built-in presence and role-based security, the LiveVox Voice Portal 2.0 now provides executive management with direct access to agent, campaign and call activity details across an unlimited number of contact centers.

The solution also features role-based security to ensure that only approved management is able to update and change specific information including campaign parameters and execution across multiple sites.

"Our multi-site management platform brings transparency of the call center infrastructure to a whole new level,” said Louis Summe, CEO of LiveVox, in a statement. "Historically, platforms have proven effective in managing one given site, but fell short when trying to manage across multiple sites – primarily due to complications from trying to integrate different locations and systems. Now, with the multi-site interface, control functions are no longer restricted to call traffic, equipment or resources for a single location.”

Remote managers can utilize LiveVox’s multi-site management capability to access a great deal of call detail, as well as build, modify, execute and delete campaigns, regardless of physical location. Multi-site functionality leverages LiveVox's built-in agent presence which allows call center managers and agents to immediately update agent availability status on the system.

As a result, managers are able to create and modify call routing rules and settings for each campaign based on each agent’s skill-set as well as availability across global sites. Role-based security provides a high-level security structure such that only approved managers are able to gain access.

"Essentially, LiveVox is enabling call centers to move from a LAN management model to a WAN management model,” said Sudhir Kulkarni, vice president of engineering at LiveVox, in a company statement.

"With multi-site management, in addition to the carrier-class infrastructure and 24x7 monitoring of our NOC (News - Alert) [network operations center], our clients now have the tools to effectively manage and allocate resources across all call centers – regardless of location. This is particularly important when managing multiple sites and offshore vendors.”

The Voice Portal 2.0 is positioned as offering the key quality of customization as each application is uniquely tailored for each client’s specific needs. The solution is also targeted to companies seeking a greater return on investment (ROI) than what is traditionally offered in premise-based or network-based solutions.

The purchase of premise-based equipment is not required with LiveVox. The company’s Voice Portal 2.0 can be integrated with legacy equipment. The company’s unique architecture produces lower telco costs and fewer lines per agent. With no upfront license fees or integration costs, the company differentiates itself by offering the industry’s lowest total cost of ownership (TCO).

Technology offerings such as that produced by LiveVox are enabling contact centers to distribute their workforce, creating an environment that can still deliver exceptional customer service, without excessive overhead.

Solutions such as the LiveVox Voice Portal 2.0 allow for the facilitation of distributed and home-based agents without excessive upfront capital expenditures. As a result, contact center managers can effectively monitor distributed agents and optimize total center performance, no matter where an agent is located. The industry is certainly moving this direction and LiveVox is responding to the demand.

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.