Hosted and virtualized platforms are only as good as the carrier connectivity between them and the contact center agents using them, regardless of their location. For downtime as a result of connections issues costs money that enterprises can ill-afford to waste. This is especially a critical issue for outbound customer acquisition and collections calls where agents are literally dialing for dollars. 

To give its clients an edge LiveVox (News - Alert) has made its hosting dialing platform even more rugged by expanding its solution’s carrier-grade SIP architecture. This will, it says substantially reduce intermittent and unpredictable carrier downtime associated with legacy hardware dialers. It points out that traditional dialing hardware users are typically forced to rely on carrier capacity with little or no backup.

LiveVox has solved this problem through a dedication to infrastructure redundancy, direct connections to carrier backbones, automatic system failover protection and stress testing. Key to this is the utilization of multiple carriers with enhanced load balancing, high availability clusters and intelligent traffic routing covering 100 percent of client calls. These features deliver unlimited call processing scalability and reduce debilitating technical issues.

The following components of the SIP infrastructure enable LiveVox to virtually eliminate carrier and platform interruptions:

·                     Utilization of multiple top-tier IP telephony carriers with dynamic failover and overlapping geographical coverage to ensure uninterrupted call termination even if outages impact a given carrier

·                     Direct connections to the fiber optic core network of carriers, minimizing the chance for call traffic to be affected by transport network route failures or performance bottlenecks 

·                     Complete redundancy of all core VoIP components (media servers, SIP proxies, and access links) 

·                     Interconnection of servers via a Gigabit Ethernet LAN and WAN mesh to eliminate bottlenecks and single points of failure

·                     Residence in Layer 2 co-location facilities guaranteeing optimum operating conditions in terms of power, temperature and physical security 

LiveVox combines the carrier-class IP telephony infrastructure with a multi-tenant Software-as-a-Service, or “SaaS (News - Alert),” outbound contact center application infrastructure including a predictive dialer, ACD, CTI layer, customizable data import/export, graphical real-time operation monitoring, reporting interfaces, and web-based GUI configuration and campaign management tools. 

“LiveVox is focused on delivering capacity, quality and reliability to our clients,” Louis Summe (News - Alert), CEO, LiveVox, said. “This dedication is illustrated by our development and expansion of our patented SIP architecture that is unique in the marketplace in its up-time and ability to scale. LiveVox is a carrier-class technology company motivated by a customer centric approach with a rich and growing feature set for outbound, inbound and blended contact campaigns.”

The LiveVox solution eliminates scalability and performance issues that affect customer-premised contact center solutions based on traditional TDM trunks. Without TDM trunking or telephony board constraints, it offers fundamentally more operational flexibility to call center managers.

“Credit and collection organizations cannot afford and should never have to suffer downtime from what is supposed to be a productivity tool,” John McNamara, chief marketing officer, LiveVox, said. “Instead of sinking precious capital into a depreciating asset that caps productivity, organizations should consider the efficiency gains of unlimited capacity and system reliability. This is a classic Jim Collins ‘Tyranny of the Or’ situation. The market has been conditioned to think you have one or the other, 100 percent up time or capacity, the latest technology or scalability. LiveVox allows customers to have unprecedented uptime, unlimited capacity, the latest feature.”

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