[March 11, 2011] LiveVox Deploys Burstable Inbound/Outbound Cloud Platform with Hosted Predictive Dialer Tweet By Shamila Janakiraman TMCnet Contributor   LiveVox, a provider of cloud contact center solutions, announced the deployment of its fully burstable inbound/outbound cloud platform. The platform features integrated hosted predictive dialer, ACD, IVR, call recording and sub-second global call routing that is suitable for telesales organizations. According to company sources the integrated LiveVox (News - Alert) platform is capable of scaling and enabling seamlessly integrated "virtual agent groups" that can combine onshore, offshore and at-home agent pools. LiveVox is uniquely positioned to deliver ongoing cost efficiency and reliability through the use of redundant IP/MPLS carrier networks for voice and data transport. The use of Internet/VPN offers several more benefits like Voice over Internet Protocol or VoIP for contact centers which have still not completed the transition to MPLS. In a release Louis Summe (News - Alert), chief executive officer, LiveVox said, "As the modern contact center environment grows more complex with onshore, offshore and at-home agents, the cloud enables telesales organizations to better integrate locations, data and agent groups to increase efficiency." "The burstability platform delivers real-time scale to maximize agent talk time while eliminating capacity procurement risk. This solution radically reduces agent wait time while managing abandonment," Summe added. Company sources added that the LiveVox platform will feature integrated contact applications such as predictive dialer, ACD, IVR, call recording, business analytics and centralized management including GUI-based workgroup creation and skills-based routing and blending configurations on demand. The platform also features a fully redundant, PCI (News - Alert)-compliant carrier-class architecture for security, reliability and disaster recovery besides featuring centralized data management and reporting. LiveVox also announced the release of a whitepaper entitled, "The Cost Efficiency of Cloud," which examines how MPLS is changing the economics of contact center technology. LiveVox proposes to participate at the upcoming American Telesales Association Convention & Expo in Phoenix between March 13 and 15. In September 2010 TMCnet reported that receivables management firm Stellar Recovery has simplified multi-site PCI compliance by deploying LiveVox Inc.'s integrated Interactive Voice Response "IVR" and on-demand payment lines. Shamila Janakiraman is a contributing editor for TMCnet. To read more of Shamila's articles, please visit her columnist page. Edited by Janice McDuffee [ Back To TMCnet.com's Homepage ]