LiveVox, Inc., the leading provider of hosted-dialer solutions, today announced VoIP Agent@Ready which delivers sub-second call transfers that increase contacts and reduce variable telephony costs.
Hosted broadcast providers generate more abandoned calls because they lack an automated call distributor (ACD). Consumers are transferred into call centers through telephony hunt groups instead of directly to available agents. Consumer information is then passed to agents via a “whisper,” an automated voice that reads account numbers, forcing agents to search CRM or collection applications for the account. This creates major financial and performance-based problems:
• Transfers can take up to a minute longer to connect, needlessly inflating hosted telephony usage (and billable minutes) by 20% or more;
• Longer transfer times increase abandon rates, sometimes as high as 40%, losing and even alienating valuable right-party contacts.
Broadcast providers with no ACD also lack visibility into the agents available to receive calls at a given time. These systems can be dialed too aggressively, meaning consumers are placed on hold, or too passively causing agents to sit idle.
Not only does the LiveVox hosted dialing solution deliver these transfers at sub second speeds, those rates apply to multi-country, multi-platform, multi-site and even home based configurations. This includes both consumer-to-agent connections as well as agent-to-agent transfers.
“By delivering a cloud-based inbound/outbound contact solution serviced and continuously upgraded by a team of developers, telephony and call center experts and experienced dialer managers, LiveVox can offer clients a fundamentally more flexible service,” said Louis Summe, Chief Executive Officer, LiveVox. “Hosted technology has surpassed the limitations of ‘whisper-based’ broadcast technology that needlessly consumes billable minutes due to slow transfers and loses precious right-party contacts to abandoned calls.”
LiveVox previously announced Agent@Ready to support call centers with telephony infrastructure that prohibited them from using the integrated LiveVox ACD, which optimizes pacing, routing, call blending and reporting. Now, LiveVox has developed VoIP Agent@Ready to connect agents to the ACD and eliminate PSTN access costs. Integrated CTI capabilities of LiveVox then deliver consumer information to agents via a “screen pop” and complete the sub-second transfer.
VoIP Agent@Ready is consistent with Internet Protocol/MultiProtocol Label Switching (IP/MPLS) and supports SIP codecs G711 and G729. Call centers without a SIP-compatible IP PBX or that do not wish to reconfigure their IP PBX to support SIP trunking can utilize SIP soft phones for direct agent connections.
“Right-Party Contacts are too valuable in the current economy or any economy for that matter to lose or abandon calls,” said John McNamara, Chief Marketing Officer, LiveVox. “High abandons should never be accepted as a tradeoff for added capacity and agent optimization. With LiveVox, credit and collection organizations can pace aggressively to desired agent talk times and abandon rates while leverage full dialer features without the cost and limitations of hardware.”
LiveVox (livevox.com) is the leading provider of hosted dialer solutions for the credit and collections industry. Breakthrough, patented technology and deep industry knowledge allow LiveVox to assist clients with optimizing their operations and collection strategies. Private, carrier-grade VoIP networks enable LiveVox to maximize the productivity of leading credit, collections, debt purchase and call center organizations at the lowest cost of ownership in the marketplace. LiveVox is headquartered in San Francisco.