LiveVox

Cloud communications is undoubtedly being adopted by more contact centers globally, and industry analysts predict an increase in the market for the foreseeable future. Hosted predictive dialer provider LiveVox is proof of such predictions.

LiveVox, which provides scalable, feature-rich hosted ACD, predictive dialer, IVR, call recording, and business analytics suites from fully burstable carrier MPLS networks, has aggressively added many features to its cloud contact center platform this year.

MS: LiveVox continues to aggressively add features to its cloud contact center platform. In 2011, we’ve added compliance features just as account penetration settings and dynamic preview dialing for cell phone treatments. We’ve as well integrated PBX functionality into our predictive dialer/ACD. This allows customers migrate to VoIP (Voice over Internet Protocol)/MPLS and tap into the cloud without on-site switching. Contact centers can improve call routing, simplify their network and cut hardware costs without an on-site PBX.

MS: Though the worst of the recession has ended, contact centers will nevertheless be cost conscious operations. But company executives are as well now focused on growth. Contact centers are tasked with finding the balance between simplifying operations in a cost efficient way while even so driving revenue. Call centers using multi-channel communication tools are as well challenged with managing multiple databases and multiple consumer campaigns after a fashion that gives them a full view of the customer.

MS: Contact centers are increasingly adopting carrier IP/MPLS for voice and data transport, which LiveVox, at its core a SIP platform, as well uses. MPLS gives call centers a way to reduce costs with VoIP while nevertheless delivering the security and quality monitoring standards they need. LiveVox has performed the MPLS interops needed with all major IP carriers, so we can give our customers a simple path to Secure VoIP migration. Since LiveVox has as well integrated ACD/PBX (Private -Automatic- Branch Exchange) functionality, customers no longer are blocked from VoIP/MPLS by expensive on-site PBX (Private -Automatic- Branch Exchange) upgrades.