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October 28, 2010

LiveVox Enables Contact Centers to Improve Operational Cost Efficiency

By Anshu Shrivastava, TMCnet Contributor

Provider of enterprise cloud-based consumer contact solutions LiveVox has announced the ability for contact centers to improve operational cost efficiency by reducing dialer maintenance and telephony expenses.

As part of this solution, LiveVox (News - Alert) has introduced business analytics services that assess contact center IT and telephony infrastructure.

Traditionally, brick-and-mortar and TDM infrastructure were perceived as fixed costs, and as a result contact centers had few avenues to optimize cost efficiency in those areas. Company officials said that since the maturation of IP/MPLS and VoIP, contact centers now have the opportunity to reduce so-called “fixed costs,” such as dialer maintenance contracts and T1 or DS3 expenses.

Moreover, contact centers can both better control expenses and manage capacity requirements by converting formerly fixed costs into variable costs, said company officials.

LiveVox is a known solution for too little capacity. Company officials said that now opportunities exist to right-size operations with too much, enabling contact centers to shed maintenance costs and scale back telephony infrastructure, while leveraging the security and Quality of Service of MPLS.

And, these advantages can be leveraged without the firm forfeiting future growth with no capital expenditure and multiyear contractual commitments, said company officials.

“The perfectly optimized organization is rare. Businesses typically are growing or retrenching,” said Louis Summe (News - Alert), chief executive officer at LiveVox, adding that in the past, because of fixed-cost constraints, the easiest way to adjust operating expenses was through headcount and workforce deployment.

“MPLS and VoIP empower contact centers to reduce operating expenses while speeding deployment timeframes and improving service quality,” Summe said.

Since contact centers have various VoIP/MPLS configuration options, LiveVox now offers consulting services to help determine the best path for organizations to optimize the cost efficiency of their IT and TDM infrastructure.

“MPLS delivers both the QoS and scale needed for large organizations, while simplifying and centralizing multi-site management,” said Michael Reed, vice president for Technical Operations at LiveVox. “The cloud then becomes a central integration point across locations or disparate hardware.”

Earlier this year, LiveVox introduced a new feature designed to enable credit and collection organizations to better manage answering machine compliance, while also increasing agent productivity during times of manual and preview dialing campaigns.

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

Edited by Juliana Kenny

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