LiveVox Launches SmartMessage to Revolutionize the Approach to Unattended Campaigns

LiveVox, the leading provider of hosted-dialer solutions, today announced it can significantly improve unattended collection campaigns with SmartMessage, a new feature that quantifies voice messaging results.

Until now, credit and collection organizations had no way of truly measuring unattended campaigns including the callbacks they generated or dollars ultimately collected from the messages. By combining voice messaging with LiveVox’s integrated ACD and hosted callback lines, agencies can now calculate messaging productivity and ROI.   

From Commodity to Strategy

LiveVox has changed the game with SmartMessage. As the first to integrate an ACD into its Hosted Dialer, LiveVox is the only provider that can blend incoming calls into outbound campaigns with callback lines. This ensures higher priority incoming calls are delivered to agents and are not left waiting on hold. The unlimited dialing capacity of LiveVox will also ensure that message delivery ties up no telephony capacity needed for critical outbound campaigns.

“Unattended messaging has until now been considered a blunt-object, brute-force commodity to the point they are called ‘blaster campaigns’ that are hoped to generate inbound calls into collection centers,” said John McNamara, Chief Marketing Officer, LiveVox. “Messaging strategies have typically been formed on hunches and their success only approximated, because agencies had no way to measure the callbacks they generate. SmartMessage is a laboratory-in-a-box for optimizing these campaigns. Agencies and creditors can now tweak variables until they achieve the highest possible ROI.”

Optimize the Unattended Campaign

With an integrated ACD and detailed call result codes, SmartMessage provides collection organizations with a true understanding of message campaign ROI. Real-time reporting available with SmartMessage will enable collection organizations to:

• Measure callbacks for each unattended campaign;
• Determine which callbacks were Right-Party Contacts as opposed to inbound noise;
• Understand how many callbacks led to payment and establish the revenue element of ROI;
• Improve unattended results by measuring result differentials based on the message, timing of message, voice talent, score, portfolio and other variables.

“LiveVox guarantees that SmartMessage will deliver better, measureable results on unattended messaging campaigns for collection organizations than any other vendor in the market,” said Louis Summe, Chief Executive Officer, LiveVox. “Callbacks impact client operations and labor productivity. LiveVox callback lines and our integrated ACD reveal true unattended ROI, which the competition cannot deliver. In this economy, collection organizations deserve better tools than commoditized messaging.”

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.