|[June 15, 2011]
LiveVox Delivers Cloud-Based Switching for Multi-Site Contact Centers
SAN FRANCISCO --(Business Wire)--
LiveVox (News - Alert) Inc., the provider of the Private VoIP Cloud™ and integrated
contact center applications, today announced cloud-based switching for
multi-site contact centers. Through the LiveVox Private VoIP Cloud™,
contact centers can now execute multi-site call routing without
site-based switching or expensive and limited "intelligent" networking
Cloud-based switching enables contact centers to more seamlessly execute
multi-site call routing with real-time visibility into agent presence at
all locations. Site-to-site voice/data transfers and screen pops are
delivered without reliance on site-premised PBXs or network routing
"master node" hardware. LiveVox fully integrates this into call center
applications such as ACD, predictive dialer, IVR, PBX (News - Alert), and call
Also today, LiveVox has released the strategic briefing paper "How
Cloud-Based Switching Simplifies Multi-Site Routing." Download here: http://info.livevox.com/livevoxcom/download-livevox-cloud-switching-whitepaper/.
Multi-site routing and integration simplified
Multi-site routing is difficult manage. Because of site-based switching
limitations, routing tools are typically only configured to deliver call
control in one direction. Transferring calls to another center loses
accout data associated with the consumer, who then must reenter
information and wait on hold again. Additional switching and routing can
also increase latency hindering call quality and screen pop delivery.
Traditional multi-site routing also created integration headaches
because PBX, ACD, database and agent desktop (screen pop) integrations
are needed at each location. Not only does cloud-based switching
simplify multi-site routing, it reduces integration. Instead, in the
LiveVox Private VoIP Cloud™, integration is executed and managed
centrally with Cloud Integration Tools across the organization with a
time-saving, one-to-many approach.
The Private VoIP Cloud™
"The Private VoIP Cloud™ is the culmination of a 10-year effort to
develop and refine our platform," said Louis Summe (News - Alert), Chief Executive
Officer, LiveVox. "Technology trends, industry analysts and CIO surveys
all point to an increasing need to leverage cloud infrastructure within
the call center. The discussion is no longer a matter of 'if' but 'how.'
Contact centers who wait to develop a cloud strategy need to know their
competitors are not waiting."
The LiveVox Private VoIP Cloud™ leverages IP/MPLS for voice/data
transport. It delivers burstable networks, highly scalable applications,
fully redundant technology and IT best practices. The patented,
PCI (News - Alert)-certified LiveVox platform integrates core contact center
applications such as ACD, predictive dialer, IVR, and call recording
delivered solely from the cloud.
Eliminating the site-premised switching dependency
LiveVox eliminates the site-premised switching requirement for contact
center agents with the LiveVox Communicator soft phone. For smaller
contact center organizations yet to migrate to VoIP, LiveVox
Communicator quickly solves the transition without expensive IP/PBX
For the multi-site contact center, LiveVox Communicator is an easy way
to tap into the benefits of cloud-based switching without settling for
the limitations of expensive routing and switching hardware.
"Vendors built on legacy technology are working hard to position
themselves as 'cloud,'" said Michael Reed, Vice President, Engineering,
LiveVox. "Most are ASP-like iterations of core offerings. Others offer
old technology with a different pricing structure. None offer the key
cloud platform benefits call centers need. With true cloud providers,
call centers have the opportunity to remove historic constraints from
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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