LiveVox VoIP Dialer Enhances Productivity for Credit and Collections Industry

LiveVox, the leading provider of hosted-dialer solutions, today announced that its Agent Desktop 2.0 feature is now used by more than 10,000 agents to drive productivity with increased right-party contacts. Agent Desktop, powered by the first integrated Automatic Call Distributor (ACD) in a true hosted environment, was launched last year to improve call routing, reduce debtor hold time, and deliver advanced real-time reporting for the credit and collections industry.

Agent Desktop tracks agent availability after collectors log into the web-based LiveVox system, allowing the LiveVox VoIP Dialer to automatically adjust both call routing and call pacing in real time. This prevents precious right-party contacts (RPCs) from waiting for long periods in hold queues. Debtor account information is delivered to collectors via screen pops, eliminating the “whispers” that only add to time callers must wait for an agent. Traditional hosted broadcast applications lack these capabilities, increasing abandoned calls.

The results of all calls fielded through Agent Desktop are recorded with Termination Codes, giving managers complete real-time visibility into campaign success, as well as a tool to increase agent accountability. Competing hosted systems lack detailed result reporting, with most providing only generic call results such as “operator transfers.”

The LiveVox VoIP Dialer reports the metrics, such as conversion rates, important to the credit and collections industry. Due to proprietary ACD technology, LiveVox is the only hosted system able to show collection organizations the number of RPCs each agent speaks to every hour.

“The LiveVox VoIP Dialer is built to drive productivity for credit and collections organizations, and customers appreciate our intense focus and commitment on the third-party collection space,” said Louis Summe, Chief Executive Officer. “By providing our clients with twice the amount of RPCs per agent, per hour, LiveVox has effectively doubled their agency size without the need to hire more collectors. Without the ability to track the RPCs that agents speak to each hour, organizations are blind to the return they get from investments in hosted technology.”

LiveVox calculates that an average campaign yields less than 2% RPCs. However, seat-license fees and telephony costs of traditional premise-based dialers prevent agencies from maximizing agent productivity without adding hosted dialing capabilities.

Client tests have proven the unlimited calling capacity of the LiveVox VoIP Dialer is able to double the RPCs that organizations secure with premise-based dialers. This arms clients with the flexibility to evaluate numerous operational approaches, such as reallocating resources, increasing account penetration to boost liquidation rates, and managing larger volumes without adding staff. This also allows LiveVox to deliver right parties at less than half the cost per-RPC of hardware dialers.

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.