LiveVox Launches Intergrated Cloud ACD/PBX

LiveVox Inc., the provider of the Private VoIP Cloud™ and integrated contact center applications, today announced that it has developed an integrated ACD/PBX for its highly scalable cloud call center suite.

The integration of the Cloud ACD/PBX eliminates the need for expensive and limited site-premised PBXs while delivering advanced call routing, back office support and voicemail. Other LiveVox applications include predictive dialer, IVR, call recording and business analytics.

With cloud-based switching as part of its core architecture, LiveVox provides a simpler network topology and faster voice/data transfers to contact centers. LiveVox has detailed this new approach in the strategic briefing paper "How Cloud-Based Switching Simplifies Multi-Site Routing." Download it here ( http://info.livevox.com/livevoxcom/download-livevox-cloud-switching-whitepaper/ ).

"Cloud switching and the LiveVox Cloud ACD/PBX eliminate enormous costs and integration challenges for contact centers," said Louis Summe, Chief Executive Officer, LiveVox. "Contact center executives often believed they were forced into PBX upgrades in order to migrate to VoIP/MPLS. This adds needless maintenance and hardware integration that slows deployment while increasing cost and complexity. Technology has adapted to keep contact centers more agile through the cloud."

Each contact center environment is unique, and LiveVox maps out specific ACD/PBX implementation requirements. However, cloud deployment is still less costly and time consuming across an organization than installing a site-premised IP-PBX at each location.

In addition to the standard features of a traditional PBX, benefits of the LiveVox Cloud PBX include:

- Faster voice/data transfers to and between agent locations;- Faster deployment inside and across locations than competing hardware;- Greater integration between dialer, ACD, IVR and CRM systems;- Burstable line/network/agent requirements on demand;- Portable licensing across locations;- Simpler network topology via the cloud.

"Call center technology has reached an inflection point," said Michael Reed, Vice President, Engineering, LiveVox. "Advances in standards and cloud technology have made it much easier for contact centers to leverage VoIP/MPLS. Contact centers no longer need to put expensive hardware or complex PBX upgrades between themselves and the cloud."

For more information about transitioning a contact center to VoIP, download "Take the Migraine out of VoIP Migration" here.

About LiveVox

LiveVox is the provider of the Private VoIP Cloud™ with integrated contact center applications. The patented, PCI-certified LiveVox platform utilizes a burstable, redundant IP/MPLS mesh to deliver cloud-based switching and highly scalable contact center applications such ACD, predictive dialer, IVR, call recording and business analytics. LiveVox is headquartered in San Francisco. For more information, visit www.livevox.com.

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LiveVox to Present Five Steps to Better Dialer Campaigns at DCS

LiveVox, provider of the Private VoIP Cloud™ and contact center applications, today announced that Chief Marketing Officer John McNamara will present "Five Minutes for Five Steps to Better Dialer Campaigns" at Debt Connection Symposium 2011 in Las Vegas.

The five tips implementable in any blended center are part of "fast track" presentations at 11 AM Thursday, September 15. A 28-year call center veteran and agency owner/founder, McNamara will also moderate panels with contact center executives and industry advisors on "What’s New in the IT Ecosystem" at 3:30 PM, Wednesday, September 14.

LiveVox offers an integrated predictive dialer , ACD, PBX, IVR and call recording, as well as a robust compliance suite included at no additional cost. These features include a PCI-certified platform, cell phone treatment tools, state dialing configuration and account penetration controls.

What: "Five Minutes for Five Steps to Better Dialer Campaigns"

Who: John McNamara, Chief Marketing Officer, LiveVox

When: 11 AM Thursday September 15

Where: Debt Connection Symposium 2011, Las Vegas

About John McNamara

John McNamara leads marketing and communications strategy at LiveVox, including brand development, platform and application awareness, sales/marketing alignment, lead generation, client nurturing, and alliances with technology providers, VARs and channel partners. John brings 28 years of contact center executive and operations expertise with intense focus on technology applications and call center optimization. John is the director and co-founder of Fidelis Recovery Solutions, Inc., a receivables management firm. Prior to LiveVox and Fidelis, John was COO for Asset Management Outsourcing; SVP of Operations at Nationwide Credit/ACB; and VP of Operations at United Recovery Systems. John is a frequent speaker, consultant and author addressing key trends in contact center operations, technology and consumer credit. In 2009, he was the winner of the ACA Kurt Swersky award for leadership.

About LiveVox

LiveVox is the provider of the Private VoIP Cloud™ with integrated contact center applications. The patented, PCI-certified LiveVox platform utilizes a burstable, redundant IP/MPLS mesh to deliver cloud-based switching and highly scalable contact center applications such, predictive dialer, IVR, call recording and business analytics. LiveVox is headquartered in San Francisco. For more information, visit http://www.livevox.com/

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LiveVox Enhances Dialer Compliance with Account Penetration Settings

LiveVox Inc., the provider of the Private VoIP Cloud™ and integrated contact center applications, today announced it has added account penetration settings to its predictive dialer compliance suite. The LiveVox Cloud includes a flexible compliance suite so contact centers can customize and manage outbound campaigns to their own legal and client mandates, even as requirements change over time.

LiveVox penetration settings tools enable contact centers to configure the number of times an account or number is dialed during a specified period. Recently, a large bank ordered its outsourcers to adhere to more restrictive daily penetration limits, highlighting the importance of this feature

"Whether clients have requested ways to approach cell phones or state dialing laws, LiveVox has long been dedicated to developing compliance features that matter to contact centers," said Louis Summe, Chief Executive Officer, LiveVox. "Our cloud integration methodology allows us to develop new features more quickly and implement them across client locations much faster and cheaper than competing hardware solutions.

LiveVox integrates core contact center applications like dialer, ACD, PBX and compliance features and deploys them from a PCI-certified, third-party audited cloud platform. The LiveVox platform offers real-time scale for outbound call processing and faster voice/data transfers for quicker connections.

The LiveVox Compliance Suite

Account Penetration Settings add to a robust compliance suite that includes LiveVox Dynamic Preview and free integrated cell phone scrubs, which were released in early 2010 and present a path to manage cell phone compliance without sacrificing efficiency and productivity.

Additional features of the LiveVox Compliance Suite include:

- PCI compliant; third-party audited infrastructure

- End-to-end PCI compliant payment lines

- State dialing configuration GUIs

- Integrated dual-track call recording for inbound, outbound and manual calls

- Manual dialing call curfews

- Cell phone scrubs by campaign at no cost

- Customizable real-time Do Not Call (DNC)

"Whether call centers are trying to manage effort against diminishing returns, regulatory concerns or client dialing/sloping specifications, this new tool allows user customizable settings for those purposes," said John McNamara, Chief Marketing Officer, LiveVox. "Contact centers need to review vendors’ track records of listening to client concerns and quickly delivering meaningful features to help them meet their business goals. The cloud, as opposed to site-premised hardware, is uniquely positioned to offer the flexibility and rapid deployment needed for ongoing compliance management."

About LiveVox

LiveVox is the provider of the Private VoIP Cloud™ with integrated contact center applications. The patented, PCI-certified LiveVox platform utilizes a burstable, redundant IP/MPLS mesh to deliver cloud-based switching and highly scalable contact center applications such ACD, predictive dialer, IVR, call recording and business analytics. LiveVox is headquartered in San Francisco. For more information, visit http://www.livevox.com

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LiveVox to Discuss Cloud Contact Center "Evolution" at IT Expo West

LiveVox, provider of the Private VoIP Cloud™ and contact center applications, today announced that Chief Executive Louis Summe will join a panel on “The Cloud Evolution in Contact Centers” at IT Expo West next week in Austin.

As co-founder and CEO, Summe has led the development of a highly scalable cloud contact center infrastructure over the past decade. LiveVox integrates core contact center applications like dialer, ACD, PBX IVR, and call recording. The PCI-certified platform offers real-time scale and a simpler network topology and faster voice/data transfers.

Summe will discuss how to implement cloud contact centers in a secure and manageable way, while solving historic contact center problems like integration, deployment and seasonal variability.

What: “The Cloud Evolution in Contact Centers”

Who: Louis Summe, Chief Executive Officer, LiveVox

When: Noon, CDT, Thurs., Sept 15

Where: IT Expo West, Austin Texas

LiveVox will also be exhibiting at IT Expo West (BOOTH 303). Attendees can stop by for more information about leveraging the Cloud in their call center.

About Louis Summe

Louis Summe has spent over 15 years creating and building technology based communication services. Prior to LiveVox, Mr. Summe served as the Vice President of Business Development and Product Management for Physicians’ Online (POL), the leading online service for physicians with over 200,000 physician members. Mr. Summe was instrumental in selling POL to Mediconsult, which is now part of WebMD (Nasdaq: HLTH) for $200 million. Previously, Mr. Summe held marketing, product development & business development positions at Merck-Medco. His accomplishments include physician and patient communication programs for Pfizer and Merck, which enrolled over 10,000 physicians, 3.5 million patients and generated $50 million in annual revenues. Before Merck-Medco, Mr. Summe was a Systems Engineer at EDS. Mr. Summe holds an M.B.A. with honors from Columbia University and a B.A. in Physics from Xavier University.

About LiveVox

LiveVox is the provider of the Private VoIP Cloud™ with integrated contact center applications. The patented, PCI-certified LiveVox platform utilizes a burstable, redundant IP/MPLS mesh to deliver cloud-based switching and highly scalable contact center applications such ACD, predictive dialer , IVR, call recording and business analytics. LiveVox is headquartered in San Francisco. For more information, visit www.livevox.com.

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