San Francisco-based hosted-dialer solutions provider LiveVox Inc. has added a dynamic preview dialing feature with real-time cellular number identification in a bid to improve the management of workgroups.

 

According to official with LiveVox (News - Alert), the dialer lists account data during preview campaigns and can switch predictive dialing to the integrated preview mode - which utilizes softphone functionality.

 

In addition, after the call is attended to, the system returns the agent to the predictive dialing queue. This process ensures that accounts are handled more efficiently by a single workgroup and updated upon contact instead of preview and predictive campaigns being worked separately and risking contact attempts by each group on the same account.

 

“The dynamic portion of the LiveVox preview feature is crucial to the integrity of workflow management and data synchronization,” said Louis Summe (News - Alert), CEO of LiveVox.

 

“Without the dynamic capabilities of this feature, collection call centers would need separate treatments for preview and predictive dialing. This would tax both operations and IT groups because it adds complexity to workgroup segmentation, scheduling, list management and account updates. As compliance requirements increase, LiveVox delivers the flexibility to meet the changing needs of our clients.”

 

By adding this new feature, LiveVox has bundled up all outbound, inbound and blending dialer features under a single hosted platform.

 

John McNamara, chief marketing officer at LiveVox also said, “Traditionally, operators managed around the fact that the dialer, phone switch and collection management system did not play well together. Although premised dialers can have good reporting, it is largely useless because so many calls are launched manually through the phone switch. Hardware solutions have been too expensive to give every agent a blended station with predictive, preview and manual. Those days are over. There is a better way, and LiveVox delivers it”

 

 

 

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