LiveVox Offers Multi-site Capabilities in a Hosted Contact Center Solution

LiveVox, an on-demand voice portal company, announced the availability of its multi-site contact center management offering. Featuring built-in agent presence and role-based security, the LiveVox Voice Portal 2.0(TM) now provides executive management with direct access to agent, campaign and call activity details across an unlimited number of contact centers. Role-based security ensures that only approved management is able to update and change specific information including campaign parameters and execution across multiple sites.

"Our multi-site management platform brings transparency of the call center infrastructure to a whole new level,” said Louis Summe, CEO of LiveVox. "Historically, platforms have proven effective in managing one given site, but fell short when trying to manage across multiple sites – primarily due to complications from trying to integrate different locations and systems. Now, with the multi-site interface, control functions are no longer restricted to call traffic, equipment or resources for a single location.”

With LiveVox’s multi-site management capability, remote managers have access to a wealth of call detail, and can build, modify, execute and delete campaigns, regardless of physical location. Multi-site functionality leverages LiveVox’s built-in agent presence which allows call center managers and agents to immediately update agent availability status on the system. This enables managers to create and modify call routing rules and settings for each campaign based on agents’ skill-sets and availability across global sites. Role-based security provides a high-level security structure, only allowing access to approved managers.

"Essentially, LiveVox is enabling call centers to move from a LAN management model to a WAN management model,” said Sudhir Kulkarni, vice president of engineering at LiveVox. "With multi-site management, in addition to the carrier-class infrastructure and 24×7 monitoring of our NOC [network operations center], our clients now have the tools to effectively manage and allocate resources across all call centers – regardless of location. This is particularly important when managing multiple sites and offshore vendors.”

Customization remains a key quality of Voice Portal 2.0, as each application is uniquely tailored for each client’s specific needs. Offering a greater return on investment (ROI) than premise-based or network-based solutions, LiveVox does not require the purchase of premise-based equipment. The company’s Voice Portal 2.0 can be integrated with legacy equipment. LiveVox’s unique architecture results in lower telco costs and fewer lines per agent. With no upfront license fees or integration costs, the company continues to differentiate itself by delivering the industry’s lowest total cost of ownership (TCO).

LiveVox, Inc., an on-demand voice portal company, provides hosted and tailored voice services focused on the collections industry.