Hosted Call Center Featured Article

Frost & Sullivan Chooses LiveVox as the 'Best Brand' Among Hosted Outbound Customer Contact Solutions

By Carolyn J Dawson
TMCnet Contributor

Based on a recent research report titled '2010 U.S. Contact Center Market: Trends in Contact Center Strategies, Operations, and Technologies' by Frost & Sullivan, LiveVox (News - Alert) Inc. has won the 2010 U.S. Frost & Sullivan Award for Contact Centers' Choice: Best Brand of Hosted Outbound Customer Contact Solution in the U.S. Market.

Through its innovative cloud-based consumer contact solutions, LiveVox is an expert in hosted outbound customer contact solution. LiveVox offers its services to contact center/customer care managers and others involved in evaluating, specifying, recommending, or approving the purchase of contact center products or services.

During March - April 2010, as part of the research, Frost & Sullivan (News - Alert) surveyed more than 300 contact center decision makers. By receiving 51 percent of the polled votes, LiveVox came first as the 'number-one brand' among hosted outbound customer contact solutions.

The company got almost twice as many votes as its nearest competitor who got only 27 percent.

Michael DeSalles who is the Senior Analyst of Frost & Sullivan said that 'Among those who primarily use LiveVox's hosted outbound customer contact solution, 80 percent rated LiveVox as the best brand. With both the strongest overall brand reputation and high customer loyalty, LiveVox garnered the highest brand performance index score, and is thus recognized as the 'Best Brand of Hosted Outbound Customer Contact Solution.''

LiveVox received highest loyalty index score in the poll. As a result, it ranked 57 percent higher than the next-ranked vendor by that metric. LiveVox is the provider of an open cloud voice portal. This portal can be used to integrate IVR, ACD, call recording and predictive dialing, and campaign blending application suites. The platform is able to permit web-based multi-site deployment, routing and controls pre-integrated with major VoIP standards and carriers.

Louis Summe (News - Alert) who is the Chief Executive Officer of LiveVox said that 'This award validates the ability of LiveVox's cloud-based deployment model to shrink feature development timelines and improve client responsiveness. As technology deployment moves into the network, application customization and deployment timeframes can be substantially shortened. If vendors place a premium on support, they can develop a proven track record of helping clients evolve with changing business needs.'

Frost & Sullivan's Choice Awards determine the 'best brands' based on the highest BPI and customer loyalty scores.