Market, based on its independent research report 2010 U.S. Contact Center Market: Trends in Contact Center Strategies, Operations, and Technologies. LiveVox, a provider of enterprise cloud-based consumer contact solutions, emerged as the leading brand of hosted outbound customer contact solution among contact center/customer care managers and others involved in evaluating, specifying, recommending, or approving the purchase of contact center products or services.
Frost & Sullivan surveyed over 300 contact center decision makers during March – April 2010. LiveVox (51 percent) received almost twice as many votes as its nearest competitor (27 percent) in the poll on the number-one brand among hosted outbound customer contact solutions.
"Among those who primarily use LiveVox's hosted outbound customer contact solution, 80 percent rated LiveVox as the best brand," explains Frost & Sullivan Senior Analyst Michael DeSalles. "With both the strongest overall brand reputation and high customer loyalty, LiveVox garnered the highest brand performance index score, and is thus recognized as the 'Best Brand of Hosted Outbound Customer Contact Solution.'"
With the highest loyalty index score, LiveVox ranked 57% higher than the next-ranked vendor by that metric. LiveVox delivers an open cloud voice portal that integrates IVR, ACD, call recording and predictive dialing and campaign blending application suites. The platform enables web-based multi-site deployment, routing and controls pre-integrated with major VoIP standards and carriers.
"LiveVox is honored to be named Frost & Sullivan's 'best brand.' The award is especially meaningful because it's based on inputs from our clients and industry experts," said Louis Summe, Chief Executive Officer, LiveVox. "This award validates the ability of LiveVox's cloud-based deployment model to shrink feature development timelines and improve client responsiveness. As technology deployment moves into the network, application customization and deployment timeframes can be substantially shortened. If vendors place a premium on support, they can develop a proven track record of helping clients evolve with changing business needs."
Frost & Sullivan's Choice Awards measure the best brands based upon the highest BPI and customer loyalty scores. Frost & Sullivan's Best Practices Awards recognize companies in a variety of regional and global markets for demonstrating outstanding achievement and superior performance in areas such as leadership, technological innovation, customer service, and strategic product development. Industry analysts compare market participants and measure performance through in-depth interviews, analysis, and extensive secondary research in order to identify best practices in the industry.
LiveVox (livevox.com) is the leading provider of enterprise cloud-based consumer contact solutions. LiveVox offers a patented platform with integrated IVR, ACD, call recording and automated dialing configurable by a single web-based GUI. The carrier-class solution includes web-based multi-site deployment, routing and controls that are pre-integrated with major VoIP standards and carriers, delivering capacity on demand. LiveVox is headquartered in San Francisco.
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