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LiveVox Adds New Monitoring, Recording and Coaching Capabilities to its Hosted Dialer Platform
August 18, 2009
Driven by strong demand from the credit and collections industry, hosted dialer provider LiveVox (News - Alert) has reportedly upgraded its ACD suite with new capabilities allowing real time monitoring, recording and coaching of call center agents.
Because LiveVox’s solution, which combines dialer, ACD and call recording/monitoring functions on a single platform, is hosted that means call center managers can record and monitor agents in multiple, geographically-dispersed centers (including remote or home-based agents) by way of a single, centralized administrative interface.
With the new enhancements to the offering, call center managers can now monitor agent calls in real time and coach them by way of “whisper coaching,” which is where the agent can hear what the manager is saying but the customer cannot. This way, managers overseeing collection centers can better train agents for, and enforce compliance policies. This is important since the collections industry is becoming increasingly litigious and regulated.
In addition to the ability to “whisper coach” agents, the system also now lets managers intervene, or barge in, on live calls, so that they can steer interactions that have gone “sour” and lead them to fruition.
"Collection industry executives understand the importance of features like monitoring, coach and barge, and call recording for training and compliance,” said John McNamara, chief marketing officer, LiveVox, in a release. “A tough consumer economy increases regulatory scrutiny of our industry putting a premium on these tools.”
But as McNamara pointed out, sustaining the business is just as important a meeting compliance requirements.
“The more I talk to collection agencies the more I realize nearly every dialer campaign process is shaped by constraints, not best practices,” he said. “LiveVox allows clients to throw off these shackles and focus on increasing productivity and improving margins. It is amazing how quickly managers can stamp out bad behaviors and increase skills that build rapport with the consumer and get the dollars collected by using the compliance suite on initial consumer contacts."
LiveVox claims its platform sports numerous features that traditional, hosted “robo” callers cannot provide, including optimized pacing that reduces abandons. By integrating an ACD with advanced reporting in with the dialer, managers can gain visibility into how many agents are on calls, versus how many are ready to take calls, and as such allows for effective pacing, which in turn reduces abandoned calls.
The ACD can deliver detailed reports on agent talk time versus wait and wrap-up time and abandon call rates, as well as campaign productivity stats such as real-time promise-to-pay tracking, RPC reports and cost per RPC. Without an ACD, hosted products can only report number of calls and transfer attempts.
The platform is delivered as a managed service by way of private, carrier-grade VoIP networks.
LiveVox made news earlier this month when it announced that it was partnering with Agility Recovery Solutions to provide business continuity and disaster recovery services to AIS Services. According to the agreement, LiveVox will manage the critical consumer contacts and Agility Recovery Solutions will offer power, technology, office space and connectivity to AIS Services.
The company also recently introduced a new feature called Agent@Ready designed to reduce abandoned calls associated with hosted-broadcast blasters and robo callers.
With the new enhancements to the offering, call center managers can now monitor agent calls in real time and coach them by way of “whisper coaching,” which is where the agent can hear what the manager is saying but the customer cannot. This way, managers overseeing collection centers can better train agents for, and enforce compliance policies. This is important since the collections industry is becoming increasingly litigious and regulated.
In addition to the ability to “whisper coach” agents, the system also now lets managers intervene, or barge in, on live calls, so that they can steer interactions that have gone “sour” and lead them to fruition.
"Collection industry executives understand the importance of features like monitoring, coach and barge, and call recording for training and compliance,” said John McNamara, chief marketing officer, LiveVox, in a release. “A tough consumer economy increases regulatory scrutiny of our industry putting a premium on these tools.”
But as McNamara pointed out, sustaining the business is just as important a meeting compliance requirements.
“The more I talk to collection agencies the more I realize nearly every dialer campaign process is shaped by constraints, not best practices,” he said. “LiveVox allows clients to throw off these shackles and focus on increasing productivity and improving margins. It is amazing how quickly managers can stamp out bad behaviors and increase skills that build rapport with the consumer and get the dollars collected by using the compliance suite on initial consumer contacts."
LiveVox claims its platform sports numerous features that traditional, hosted “robo” callers cannot provide, including optimized pacing that reduces abandons. By integrating an ACD with advanced reporting in with the dialer, managers can gain visibility into how many agents are on calls, versus how many are ready to take calls, and as such allows for effective pacing, which in turn reduces abandoned calls.
The ACD can deliver detailed reports on agent talk time versus wait and wrap-up time and abandon call rates, as well as campaign productivity stats such as real-time promise-to-pay tracking, RPC reports and cost per RPC. Without an ACD, hosted products can only report number of calls and transfer attempts.
The platform is delivered as a managed service by way of private, carrier-grade VoIP networks.
LiveVox made news earlier this month when it announced that it was partnering with Agility Recovery Solutions to provide business continuity and disaster recovery services to AIS Services. According to the agreement, LiveVox will manage the critical consumer contacts and Agility Recovery Solutions will offer power, technology, office space and connectivity to AIS Services.
The company also recently introduced a new feature called Agent@Ready designed to reduce abandoned calls associated with hosted-broadcast blasters and robo callers.
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Patrick Barnard is a contributing writer for TMCnet. To read more of Patrick’s articles, please visit his columnist page.
Edited by Patrick Barnard
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