LiveVox Announces Dynamic Blending and Integrated Skills-Based Routing on all Hosted Stations

SAN FRANCISCO — LiveVox Inc., the leading provider of hosted-dialer solutions, today announced that organizations for the first time can establish skills-based routing with dynamic blending of inbound and outbound campaigns for every call center station.

LiveVox is now the only provider to deliver all core voice capabilities of outbound, inbound and blended campaigns in a single out-of-the-box hosted solution configurable by web-based GUI tools. Historically, call centers needed custom integration between dialer hardware and their ACDs to create a blended campaign. The difficulty of integrating the often disparate systems and the cost of blended dialer licenses, when available, has substantially limited blending in credit and collections.

The blending challenge often leads to sub-optimal skills-based routing schemes that keep inbound calls and outbound transfers in separate workflows. The failure to integrate inbound contacts into a blended call flow greatly undermines the effectiveness of the agent segmentation strategy.  Since inbound calls are particularly valuable, their omission from skills-based routing undermines the ability to get “high value” calls to the most effective agents.     

“The ability to match true Call Blending with Skills-Based Routing is a powerful feature and a major technical differentiator for LiveVox,” said Louis Summe, Chief Executive Officer, LiveVox. “This has been so difficult in the past that it has been severely limited in the call center environment. LiveVox delivers more productivity, flexibility and control through our unlimited capacity and web-based GUI configuration tools than any hardware. Call center processes unfortunately tend to work around platform and infrastructure limitations. Tools should support and enhance process, not the other way around.”

From difficult integration to GUI configuration

Instead of being forced to rely on vendor professional services groups to complete these complex integrations, call centers can now combine true agent blending with skills-based routing via GUI configuration tools.

Due to historic constraints, inbound calls were typically managed through the use of separate workgroups for inbound and outbound campaigns. Skills-based routing on inbound calls has been typically executed through an ACD. Skills-based routing for outbound campaigns has only been accomplished by segmenting dialer work groups and through dialer list management.

Now, call center managers or IT groups can quickly and easily place agents into multiple tiers and route both inbound and outbound calls through the web-based LiveVox system, even if agents change work stations day to day. These can be changed or altered as agents gain experience, new agents are hired or new call centers are brought online. Routing and blending can be configured and controlled across an organization from a central console due to the geographic independence of the hosted LiveVox system.

The importance of controlling inbound calls

Controlling who receives and processes inbound calls is more important due to the challenging economy and heightened regulatory scrutiny. Client data among third-party collection organizations has shown inbound calls can make up only 5% of total calls but can result in as much as 50% of payment promises. Inbound volumes comprise a significant portion of calls to first-party organizations but routing has been similarly constrained.

“Even the savviest operators admit they struggle to control how their centers process inbound calls, due to the constraints of existing hardware,” said John McNamara, Chief Marketing Officer, LiveVox. “The inability to control who receives these calls is a boulder blocking the path to productivity. That these calls go to the agent waiting the longest or the quickest to snatch it up is wasteful but sadly typical. All calls should be routed to the best available agent. These and other constraints are why the industry is at a tipping point, with leading players rejecting hardware and embracing tools that optimize agents without compromising business process.”

About LiveVox
LiveVox is the first 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. For more information, visit www.livevox.com.