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LiveVox Reports Membership in Telecommunications Risk Management Association
[July 15, 2013]

LiveVox Reports Membership in Telecommunications Risk Management Association

Jul 15, 2013 (Close-Up Media via COMTEX) -- LiveVox Inc., a provider of cloud contact center solutions, announced its membership in the Telecommunications Risk Management Association (TRMA).

TRMA includes members from telecom, wireless, cable, satellite and energy companies in the US and Canada. Membership in this organization highlights LiveVox's continued focus on providing capabilities that improve contact strategies, retention rates, and customer satisfaction while reducing operating costs for enterprise contact centers.

Regarding acceptance as a member, Chief Marketing Officer, John McNamara says, "We are honored to have the opportunity to join such a well respected organization. I believe this community is at the forefront of exploring technology to adapt to a changing business environment and providing the next level of customer service. This is showcased in the impact that LiveVox has had for members of TRMA in significantly reducing costs while increasing contact rates through capabilities like Cloud enabled inbound/outbound bursting and self-service." In a release, the company noted that working closely with one of the nation's communication service providers (CSPs), LiveVox helped their contact centers meet an aggressive goal of increasing contact and retention rates while significantly reducing operating costs. To achieve this, the CSP implemented outbound dialing strategies that leveraged LiveVox's Cloud bursting-enabled Right Party Connect tool combined with integrated Self Service.

The LiveVox Cloud platform has fully integrated applications including ACD, Dialer, IVR, Reporting and Call Recording. Unlike premised architecture, LiveVox's Cloud technology does not have the costly integration or capacity restraints that have historically hindered optimized pacing levels, routing schemes and workflow channels. This long-standing handicap often forces operations to compensate with high overhead resources (e.g. larger and multiple agent pools).

With LiveVox, the CSP was able to not only unify agents virtually from multiple sites into a single outbound campaign, but also significantly increase the effectiveness of those agents through a Global ACD. Combined with LiveVox's ability to burst (use of unlimited, real-time capacity increases) the CSP was able to determine optimum pacing levels and combine Right Party Connect verification with Self Service IVR options. This increased volume of connects was immediately routed to the correct agent, regardless of location, with full account details using customized self-serve and skills-based routing.

This strategy not only helped to increase account penetration rates but ensured that agents focused their efforts on the highest opportunity contacts. In doing so, the CSP was able to maintain, and even surpass, business goals with dramatically fewer resources.

LiveVox is a provider of cloud contact center solutions.

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