LiveVox Announces New ARM Client

LiveVox, an on-demand voice portal company, today announced Credigy, an accounts receivable management  company, as a new customer for its Voice Portal 2.0 platform.

With operations in the United States, Puerto Rico and Brazil, Credigy found its current predictive dialer solution did not offer all the flexibility and capacity required by the company to effectively collect funds from debtors. In less than two months, Credigy transitioned its U.S. operations to LiveVox’s Voice Portal 2.0 solution and is now experiencing a 35 percent increase in successful agent connects and resulting collections.

"What really sold us on the LiveVox solution was how the system tracks availability for each agent and presents customer data to the agent at the time the call is answered,” said Adrian Levinson, telecom manager for Credigy. "We compared an on-premise solution to LiveVox’s hosted application, as well as looking at other outsourcing vendors, and there was no comparison. The difference is like water and wine. Now, agents do not have to spend their time performing a look-up. Instead, pertinent information is presented to them while they are accepting a call, enabling them to immediately have a productive conversation with a customer,” adds Levinson.

LiveVox’s Agent Presence feature helps to improve call center agent management capabilities, allowing call center agents to register themselves within the system and designate their availability to take the next call. Using an algorithm that intelligently balances outbound and inbound call volume, average call times and agent availability parameters, the system automatically paces outbound calls to optimize agent productivity and minimize call wait times. Calls are then directed to the most appropriate agent, rather than to a general queue, based on availability, skills and routing rules set by management for each campaign.

"Prior to using LiveVox’s Voice Portal, Credigy’s agents were losing nearly 40 percent of their calls due to lengthy queues and extensive wait times. The use of LiveVox’s Voice Portal has brought this percentage down to almost zero,” said Louis Summe, CEO of LiveVox. "In addition, with our solution, agents are held accountable for each call, providing even more incentive for them to provide an overall positive customer experience.”

Customization remains a key quality of the Voice Portal 2.0 as each application is uniquely tailored for each client’s specific needs. With greater returns on investment (ROI) than premise-based or network-based solutions, LiveVox does not require the purchase of premise-based equipment and its Voice Portal 2.0 can be seamlessly integrated with any 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 will be exhibiting at ACA International’s 68th Annual Convention & Exposition (booths 118/120 in Chicago, July 25-28).