LiveVox Announces Agent@Ready to Reduce Abandoned Calls

SAN FRANCISCO — LiveVox Inc., the leading provider of hosted-dialer solutions, today announced the release of Agent@Ready, a feature that drastically reduces abandoned calls associated with hosted-broadcast blasters and robo callers.

LiveVox developed its patented automated call distributor (ACD) in 2005 to transfer calls and consumer information instantly, cutting abandons while pacing aggressively enough to maximize agent productivity. However, prior to the release of Agent@Ready, some agencies were unable to benefit from the LiveVox ACD due to their telephony infrastructure.

Until recently, abandoned calls were the trade-off between using a hosted robo call vendor or running hardware dialers with too little line capacity to manage account volumes. Robo callers generate a high percentage of abandons, sometimes as great as 40%, because they transfer calls via a “whisper,” an automated voice that reads account numbers to agents. This delay allows precious Right-Party Contacts to hang up before reaching collectors.

“Agent@Ready is yet another feature LiveVox has developed to enhance and evolve our offering for credit and collections,” said Louis Summe, Chief Executive Officer, LiveVox. “With a focus on feature development and business analytics, we combine engineering, industry expertise and strong client relationships to provide the tools most impactful for this industry. LiveVox continues to deliver ways to maximize Right-Party Contacts, achieve 60% talk time or better, and reduce abandon calls so our clients can focus their energy on collections.”

Hosted robo callers also lack an ACD meaning they cannot tell how many agents are available to receive calls during campaigns. These systems can be dialed too aggressively, meaning consumers are placed on hold with no agents available to speak to them, or too passively causing agents to sit idle.

“Right-party contacts are too precious to squander on abandoned calls,” said John McNamara, Chief Marketing Officer, LiveVox. “The current collection environment requires agencies to squeeze the most possible value from their portfolios. The agencies most likely to thrive are tracking agent ‘talk time’ against wait time, wrap-up time and abandons. LiveVox customers used to uncontrolled abandons from robo-caller products are delighted by the ability not only to minimize dropped calls, but to exploit the ACD functionality to run true skills-based routing.”

With Agent@Ready, LiveVox procures local Direct Inward Dial (DID) numbers for clients at no additional charge. This allows organizations to tap their agents into to the LiveVox ACD, which drives the Hosted Dialer’s powerful call pacing and routing features and dramatically reduces abandoned calls.

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.